How do I take chats?

DEADLINE EXTENDED: United States carriers will block all unregistered SMS in 2025 due to an industry-mandated regulation to protect consumers (your customers) from spam texts. Don’t wait - complete SMS registration no later than January 14, 2025 if you wish to send text messages.

Use the agent dashboard to engage in chat conversations and view high-level inbox queue activity. Available for Core and Complete customers.

Currently, the SMS and Facebook messenger channels support all MMS files. Instagram supports images only for attachments.

Sign in to our GoTo desktop/ web app.
Select Inbox from the left navigation.
Log in/out of the desired inbox queue(s).
Tip: If you aren't logged into any inbox queue(s) yet, there are some quick tool tips to help you log in quickly:
- To log in to all inbox queues, select Logged out of queues in the bottom left of the screen.
- To log in to specific queues, select Open agent dashboard.
Within the Shared inbox section, select a chat to engage.

Note: When new chat conversations are received, you will also see a pop-up notification in the bottom left of the GoTo app with the name of the person who chatted in (when applicable) and your current number of unread chats. This will display regardless of where you are in the app. Audible notifications can be set up from Your profile icon > Settings > Voice > Audio > Message tone.

What to do next: Ensure your team members know how to use the shared inbox so they feel confident engaging and responding to customer's messages.

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