How do I manage pause reasons?

Set up pause reasons for your agents to use. Available for GoTo Contact Complete plans.

Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new admin experience. The article below is meant for admins who use to administrate their account. If you're an admin who uses, please visit our GoTo Admin support site for help.
Before you begin:
About this task: This is an optional feature. By default, all pause reasons are enabled. Disabling all of them will reset your agent's experience so that they see the Ready for Calls and Pause All Queues buttons rather than the Agent Status dropdown.
  1. Log in with one of our platforms:
    Log in Steps
    From GoToConnect
    1. Log in to GoToConnect.
    2. Click
    From Admin Portal
    1. Log in at
    2. From the left sidebar, select Call Queues & Contact Center.
  2. From General Settings, click Pause Reasons.
  3. To add a new pause reason, click + New Reason.

    • The system does not support duplicate names, regardless of casing.
    • The character limit is 255 characters.
    • Spaces, latin letters, ditgits, dots, and special characters are allowed.

  4. To rename an existing pause reason, click Admin Portal Edit Icon.
  5. To delete a pause reason, click Admin Portal Trash Icon.
  6. To disable pause reasons, toggle off or delete each pause reason.
What to do next: Let your agents and supervisors know what experience to expect. If pause reasons are enabled, agents will be able to sign in, select a pause reason, or log out of all queues from a single drop-down menu in their agent view. If pause reasons are disabled, agents will see the Ready for Calls and Pause All Queues buttons. They will continue to click > Sign out of queues to log out.