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  • GoTo Contact Center
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GoTo's Contact Center plan details

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. To upgrade, please contact Sales.
  • The Freemium plan is also no longer being offered. However, all GoTo Connect users have access to the basic call queues that were formerly offered as the Contact Center Freemium plan. These call queues can be accessed by star codes.
  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:
  • Set up GoTo's Contact Center
  • Use the agent dashboard

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