What is the softphone?
Learn how to set up and use the softphone experience in the GoTo desktop and web apps.
The softphone allows users to manage their calls from a dedicated softphone window rather than the main desktop or web app. The window stays on top of other windows, making it easy to find your call.
Turn docked mode on and off
Use docked mode to place the softphone into the app instead of having the softphone in a separate window.
Before you begin:
- Your docked mode selection will be saved per device. If you sign in from another machine or a new browser, you will need to select your preference again.
- Due to technical limitations with Firefox, users logged in via Firefox will not have the option to pop out or dock the softphone, they will be forced into docked mode.
- From the top right of the softphone window, select
to dock the softphone into the app. - Select again to pop the softphone out into a separate window.
Use the softphone as an agent
Note: The new softphone feature for Contact Center is being released in a phased rollout and may not be available on your account yet.
Contact Center agents can enable and use the new softphone experience when taking calls. Access all familiar call functions from the previous softphone such as linking a contact to a call, adding notes, reviewing contact history, identifying call outcome by call dispositions, and adding sound clips. To access all these call functions in the new softphone experience:
- Select the
icon to expose the softphone sidecar. - Select the
icon to hide the softphone sidecar.
For more information on how to take calls, refer to How do I take calls?.