Integrate with Salesforce

Install the integration

The instructions below are for both Salesforce Classic and Salesforce Lightning.

Click here to find the GoTo Connect integration for Salesforce in AppExchange.
Select Get It Now.
In the new window, select Open Login Screen.

Note: Make sure your popup blocker is disabled.
Select Allow to allow GoTo Connect to access your Salesforce account.
From Install in This Org, select Install Here > Confirm and Install.
Choose the desired group of users and then select Install.

What to do next: When you initiate a call from the app, it first sends the call to your desk phone or softphone (the app must be open), waits for you to pick it up, and then finally completes the call to the outbound number.

Create a pick list of custom call dispositions

Create a pick list of custom call dispositions in Salesforce Classic and Salesforce Lightning and then link them to the GoTo Connect integration.

Before you begin: These steps need to be completed by your organization’s Salesforce admin.

Salesforce Product	How-to
Salesforce Classic	Create the Custom Call Dispositions Go to Setup > Customize > Activities > Activity Custom Fields. Select New and then go to Picklist > Next. Enter the custom call disposition’s Name, Label and Values. Select Next > Next > Save. Add the new call disposition to your call log by going to Settings > Create > Global Actions > Global Actions > Log a Call > Layout and then drag and drop the new call disposition into Log a Call. Select Save. Link New Call Disposition to GoTo Connect for Salesforce Go to Setup > Develop > Custom Settings. Go to GoTo ConnectSettings and then select Manage. Select New and then enter the new call disposition’s name from step 3 in create the custom call disposition above. Select Save and then navigate to Sales and refresh your browser.
Salesforce Lightning	Create the Custom Call Dispositions Go to Setup > Object manager > Activity > Fields & relationships. Select New and then go to Picklist > Next. Enter the custom call disposition’s Name, Label and Values. Select Next > Next > Save. Add the new call disposition to your call log by going to Settings > User Interface > Global actions > Log a Call > Layout and then drag and drop the new call disposition into Log a Call. Select Save. Link New Call Disposition to GoTo Connect for Salesforce Go to Setup > Custom code > Custom Settings. Go to GoTo ConnectSettings and then select Manage. Select New and then enter the new call disposition’s name from step 3 in create the custom call disposition above. Select Save and then navigate to Sales and refresh your browser.

Salesforce Product

How-to

Salesforce Classic

Create the Custom Call Dispositions

Go to Setup > Customize > Activities > Activity Custom Fields.
Select New and then go to Picklist > Next.
Enter the custom call disposition’s Name, Label and Values.
Select Next > Next > Save.
Add the new call disposition to your call log by going to Settings > Create > Global Actions > Global Actions > Log a Call > Layout and then drag and drop the new call disposition into Log a Call.
Select Save.

Link New Call Disposition to GoTo Connect for Salesforce

Go to Setup > Develop > Custom Settings.
Go to GoTo ConnectSettings and then select Manage.
Select New and then enter the new call disposition’s name from step 3 in create the custom call disposition above.
Select Save and then navigate to Sales and refresh your browser.

Salesforce Lightning

Create the Custom Call Dispositions

Go to Setup > Object manager > Activity > Fields & relationships.
Select New and then go to Picklist > Next.
Enter the custom call disposition’s Name, Label and Values.
Select Next > Next > Save.
Add the new call disposition to your call log by going to Settings > User Interface > Global actions > Log a Call > Layout and then drag and drop the new call disposition into Log a Call.
Select Save.

Link New Call Disposition to GoTo Connect for Salesforce

Go to Setup > Custom code > Custom Settings.
Go to GoTo ConnectSettings and then select Manage.
Select New and then enter the new call disposition’s name from step 3 in create the custom call disposition above.
Select Save and then navigate to Sales and refresh your browser.

Configure the integration in your Salesforce account

Enable the phone and notes features of the GoTo Connect Integration for Salesforce Classic and Salesforce Lightning for your organization.

Before you begin: For the integration to work properly, users need access to the following Standard Objects in Salesforce: Account, Contact, Case, Lead, Opportunity, Note, and Task. Customizing these items may create problems with the integration. Learn more about Salesforce object permissions here.

When you first login, your browser might be blocking the authentication popup. Make sure you allow popups from Salesforce. If you receive the "Blocked by Content Security Policy" error when using the phone function in Salesforce, please see the instructions in the Salesforce community.

Notice: GoTo Connect and GoTo Meeting Salesforce integrations are available in the same package since September 2021. If you have updated your existing package installation since then, please make sure that new Remote Site Settings are enabled:

Go to Settings > Security > Remote Site Settings.
Select Edit next to inactive line items with "jif6QH2I3t7Mptz" under Namespace Prefix.
Select the checkbox next to Active and then select Save.

Click here to learn more about setting up the GoTo Meeting Salesforce integration for your organization.

Salesforce Product	How-to
Salesforce Classic	Go to Customize > Notes > Notes Settings and then click Enable Notes. Saved notes and notes about calls will be displayed on a list that by default is not displayed in contacts. To change the list to be displayed, follow these instructions: From Setup, go to Customize > Contacts > Page Layouts. Select your layout from the menu (contact layout is the default) and then click Related Lists. Drag and drop Notes into the Related Lists panel. Click Save. From Setup, go to Customize > Call Center > Call Centers. Select GoTo ConnectSalesforce CTI and then click Save. In the details page, click Manage Call Center Users to add users to it. Navigate to Sales and refresh your browser.
Salesforce Lightning	Go to Feature Settings > Sales > Notes Settings and then click Enable Notes. Saved notes and notes about calls will be displayed on a list that by default is not displayed in contacts. To change the list to be displayed, follow these instructions: From Setup, choose the Object Manager menu from the top of the screen. Select Contact from the left sidebar and then choose Page Layouts. Select your layout from the menu (contact layout is the default) and then click Related Lists. Drag and drop Notes into the Related Lists panel. Click Save. Go to Feature Settings > Service > Call Center > Call Centers and then click the GoTo ConnectSalesforce CTI call center. In the details of the GoTo ConnectSalesforce CTI, click Manage Call Center Users to add users to it. To add the softphone to your Salesforce Lightning app, go to Setup > Apps > App Manager. Select the Lightning app (e.g. Sales app) that needs the GoTo app and then click Edit. Go to the Utility Items tab and then click Add Utility Item. Search for Open CTI Softphone and then click Save at the bottom of the page. Navigate to Sales and refresh your browser.

Salesforce Product

How-to

Salesforce Classic

Go to Customize > Notes > Notes Settings and then click Enable Notes. Saved notes and notes about calls will be displayed on a list that by default is not displayed in contacts. To change the list to be displayed, follow these instructions:
1. From Setup, go to Customize > Contacts > Page Layouts.
2. Select your layout from the menu (contact layout is the default) and then click Related Lists.
3. Drag and drop Notes into the Related Lists panel.
4. Click Save.
From Setup, go to Customize > Call Center > Call Centers.
Select GoTo ConnectSalesforce CTI and then click Save.
In the details page, click Manage Call Center Users to add users to it.
Navigate to Sales and refresh your browser.

Salesforce Lightning

Go to Feature Settings > Sales > Notes Settings and then click Enable Notes. Saved notes and notes about calls will be displayed on a list that by default is not displayed in contacts. To change the list to be displayed, follow these instructions:
1. From Setup, choose the Object Manager menu from the top of the screen.
2. Select Contact from the left sidebar and then choose Page Layouts.
3. Select your layout from the menu (contact layout is the default) and then click Related Lists.
4. Drag and drop Notes into the Related Lists panel.
5. Click Save.
Go to Feature Settings > Service > Call Center > Call Centers and then click the GoTo ConnectSalesforce CTI call center.
In the details of the GoTo ConnectSalesforce CTI, click Manage Call Center Users to add users to it.
To add the softphone to your Salesforce Lightning app, go to Setup > Apps > App Manager.
Select the Lightning app (e.g. Sales app) that needs the GoTo app and then click Edit.
Go to the Utility Items tab and then click Add Utility Item.
Search for Open CTI Softphone and then click Save at the bottom of the page.
Navigate to Sales and refresh your browser.

Allow pop-ups for the Salesforce integration

Allow pop-ups to receive incoming and outgoing call notifications in your Salesforce Classic or Salesforce Lightning integration.

Browser	How-to
Google Chrome	From Salesforce, copy your organization's domain from the URL address bar, e.g. `https://<domain>.lightning.force.com`. Note: Replace `‹domain›` with your unique domain. Select in the right corner and then select Settings. From Privacy and security, select Site Settings. From Content, select Pop-ups and redirects. From Allow, select Add. Enter your Salesforce domain and then select Add. Note: Domains are different for Salesforce Classic and Salesforce Lightning. If you use both Salesforce products, repeat the above steps.
Mozilla Firefox	From Salesforce, copy your organization's domain from the URL address bar, e.g. `https://<domain>.lightning.force.com`. Note: Replace `‹domain›` with your unique domain. select in the right corner and then select Privacy & Settings from the left sidebar. From Permissions, select Exceptions next to Block pop-up windows. Enter your Salesforce domain and then select Allow. select Save Changes. Note: Domains are different for Salesforce Classic and Salesforce Lightning. If you use both Salesforce products, repeat the above steps.

Browser

How-to

Google Chrome

From Salesforce, copy your organization's domain from the URL address bar, e.g. https://<domain>.lightning.force.com.
Note: Replace ‹domain› with your unique domain.
Select in the right corner and then select Settings.
From Privacy and security, select Site Settings.
From Content, select Pop-ups and redirects.
From Allow, select Add.
Enter your Salesforce domain and then select Add.

Note: Domains are different for Salesforce Classic and Salesforce Lightning. If you use both Salesforce products, repeat the above steps.

Mozilla Firefox

From Salesforce, copy your organization's domain from the URL address bar, e.g. https://<domain>.lightning.force.com.
Note: Replace ‹domain› with your unique domain.
select in the right corner and then select Privacy & Settings from the left sidebar.
From Permissions, select Exceptions next to Block pop-up windows.
Enter your Salesforce domain and then select Allow.
select Save Changes.

Note: Domains are different for Salesforce Classic and Salesforce Lightning. If you use both Salesforce products, repeat the above steps.

Update Salesforce Classic integration

Follow the steps below to upgrade your previously installed Jive CTI Integration to the new GoTo Connect Integration.

Remove the Jive CTI integration:
1. Go to Setup > Customize > Call Center > Call Centers.
2. From the All Call Centers page, select Jive Salesforce CTI.
3. From the Jive Salesforce CTI page, select Manager Call Center Users.
4. Note the users who have access.
5. Delete Jive Salesforce CTI from the All Call Centers page.
See Install the integration for the steps to install the new GoTo Connect Integration for Salesforce Classic and add the GoTo ConnectSalesforce CTI to your organization.
Assign the GoTo ConnectSalesforce CTI to the users who had access to the Jive Salesforce CTI.

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Room

GoTo Training

OpenVoice

Grasshopper

join.me

LogMeIn Resolve

LogMeIn Resolve MDM

LogMeIn Pro

LogMeIn Central

LogMeIn Rescue

GoToMyPC

GoToAssist

Hamachi

RemotelyAnywhere

Install the integration

Create a pick list of custom call dispositions

Configure the integration in your Salesforce account

Allow pop-ups for the Salesforce integration

Update Salesforce Classic integration

Collaboration Products

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Training

join.me

Grasshopper

OpenVoice

Remote Solutions Products

GoTo Resolve

Rescue

GoToAssist

Access Products

Pro

Central

GoToMyPC