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DEADLINE: As of February 3, 2025, carriers have blocked all unregistered outbound SMS where the senders are using 10-digit long codes and have not completed their brand and campaign registration process. For more information, click here. To register your brand and campaign, register here. GoTo Connect cannot expedite the carrier’s review timeline.

We are currently experiencing an unplanned outage for this product. View Service Status
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  • DEADLINE: SMS Registration

    As of February 3, 2025, carriers have blocked all unregistered outbound SMS where the senders are using 10-digit long codes and have not completed their brand and campaign registration process. For more information, click here. To register your brand and campaign, register here. GoTo Connect cannot expedite the carrier’s review timeline.

    Get Ready for the Holidays

    Customize your phone system for the holidays. Whether you are taking some days off or just changing your open hours, we’ve got you covered!

    How do I prepare my phone system for a holiday?
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  • GoTo Contact Center
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What is included in GoTo's Contact Center plans?

We currently offer the feature rich Complete plan with robust analytics and the ability to act on what you see.

Note: The Core plan is no longer being offered. Its features are listed below in comparison to the Complete plan.

Note: To upgrade, please contact Sales.
  GoTo Contact Center
Feature Core Complete
Call Queues ✓ ✓
  • Auto Queue Callback
 ✓ ✓
  • Intelligent Call Routing with Skill Assignment
 ✓ ✓
  • Pre-recorded Audio Messages
   ✓
  • Access to AI-generated Interaction Summaries — Powered by AI Optimization
   Add-on
Campaigns ✓ ✓
Inbox Queues ✓ ✓
  • Webchat channel
 ✓ ✓
  • Facebook Messenger channel
 ✓ ✓
  • Instagram channel
 ✓ ✓
WhatsApp channel ✓ ✓
  • Pre-written Text Messages
   ✓
  • Tag Management
   ✓
  • Flip to Call
   ✓
  • Flip to Meeting
   ✓
Centralized Inbox    
Agent Dashboard ✓ ✓
  • Single button to manage status in all queues simultaneously
✓ ✓
  • Ability to manage status by individual queue card
✓ ✓
  • See queue information such as which queue the call is coming from, the wait time of that caller, and the Caller ID
  ✓
  • Ability to log in to unassigned queues
   ✓
Supervisor Dashboard ✓ ✓
  • Ability to drill down into queue details
   ✓
  • Ability to manage agent status in queues
   ✓
  • Manage campaigns
   ✓
  • Actions list of tools to monitor agents, manage their status, end wrap up time early, etc.
   ✓
  • Access to Supervisor Recovery and ability to see customer sentiment in real-time. — Powered by AI Optimization.
   Add-on
  • Topic flag detection during live calls — Powered by AI Optimization
   Add-on
Reports ✓ ✓
  • Queue Caller
 Limited ✓
  • Agent Performance
   ✓
  • Resolved Conversations
   ✓
  • Exports
 ✓ ✓
  • Sentiment & Topic Detection — Powered by AI Optimization
   Add-on
  • Interaction Summaries — Powered by AI Optimization
   Add-on
  • Topic flag detection — Powered by AI Optimization
   Add-on
Customizable pause reasons ✓ ✓
Wallboards   ✓
Single view for setup ✓ ✓
Integrations bundle   ✓
Related Articles
  • How do I set up GoTo's Contact Center?
  • How do I use the agent dashboard?

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