Caller ID Swap

Users can change which phone number they're using to make outbound calls if you have access to multiple phone numbers. Learn more!

GoTo Customer Engagement’s AI-enabled Message Assistant preview feature is now available!

• For Campaigns: Simplify the SMS Campaign creation process by generating messages tailored to the campaign’s objective, target audience, and desired call to action. Learn More!
• For Shared Inbox: Suggest responses to incoming messages based on the customer’s previous interactions and generate new messages for outbound communications by entering a few words. Learn More!

• Mac: Fixed the duplicate menu item (GoTo) after sign-in/sign-out.
• Human Interface Device: Enhanced call control of Jabra devices.
• Stability and performance improvements.

Customer Engagement allows GoTo users to send custom text campaigns to customers in bulk. Team members can also interact and respond to customer's messages using a shared inbox. Learn More!

Use Custom Surveys in your text campaigns to assess your customer's experience! Learn More!

Caller ID Swap

Users can change which phone number they're using to make outbound calls in the mobile app if you have access to multiple phone numbers. Learn more!

Custom Caller ID Settings

Manage your caller ID settings from the mobile app if you have access to multiple phone numbers. Learn more!

• The MSI for per-machine installation will fail with an error message if it detects a per-user installation in any user profile on the machine. This helps avoid mixed per-user and per-machine installations.
• Windows: The window icon now shows the status indicator (away, busy, disconnected, etc...).

• Mac: Closing the main window while in full-screen no longer leads to a black screen.

• Added the ability to flag a contact as Opt-Out when they do not wish to be part of any future SMS campaigns.
• Added the ability to see the previous Private Inbox history in the Shared Inbox when a phone number is transitioned from private to shared. All conversations are now visible in the Contact Conversation History (old private conversations and new shared conversations).

• Fix for the screen sharing selection dialog sometimes containing empty thumbnails
• Stability and performance improvements

• Contact information is updated properly when adding or removing a contact from the Messaging experience.

Call filters

Call filters will now also block incoming faxes as well as calls. To learn more about call filters, refer to How do I filter incoming calls?

Learn more!

Voicemail greeting

Users can now record and/or upload voicemail greetings from the desktop and web app.

• Performance improvements when sharing a screen on Windows
• Redesigned and improved the error page which is shown if the app fails to load due to a network issue
• Stability and performance improvements

• The remaining call queue parity settings, Ring Active Agents and Ignore Forwarded Devices, have been implemented and improved.

• [Voice] Fixed call signalling of previous version

• [Meeting] Recent meeting history now available in guest mode
• [Meeting] Organizers can disable video for participants

• [Voice] Improved Phone and Notification Permission handling
• [Voice] Improved voicemails performance
• [Meeting] Improved performance in large meetings

• [Training] Various bug fixes
• [General] Fixed various minor user interface inconsistencies

• [Meeting] Recent meeting history now available in guest mode
• [Meeting] Organizers can disable video for participants

• [Voice] Improved voicemails performance
• [Meeting] Improved performance in large meetings

• [Training] Various bug fixes
• [General] Fixed various minor user interface inconsistencies

Learn more!

Helpdesk ticketing

Users can now submit a service ticket to request help from their admin for issues with hardware, software, networks, etc. This feature is being released in a phased rollout and may not be available on your account yet.

This feature may not be available with your plan.

Try it now!

Scheduled Report Sharing

Contact Center admins and supervisors can now schedule their custom reports/boards to be shared with others in the company on a one-time or recurring basis.

Try it now!

Deskphones

We now support the upgraded Yealink CP935W conference phone.

Try it now!

Deskphones

We partnered with Poly for an early launch of their new cutting edge Poly Edge E and Edge B series phones! They are supported on our platform and available for sale.

• Updates to the Hardware Acceleration prompts a confirmation dialog before the app restart
• Stability and performance improvements

• Fixed a Windows issue where the app didn't start if the AutoConfigURL proxy setting was an empty string
• Fixed a Windows issue where the green "currently sharing" border didn't appear or appeared on the wrong monitor for presenters in a meeting
• Fixed an intermittent issue where the app froze or crashed due to GPU processing
• Stability and performance improvements

Use .PAC Files for Proxy Configuration on Windows (Admins)

Admins can use PAC (Proxy Auto-Configuration) files for proxy configurations.

• Issue reporting is only available during the meeting
• Stability and performance improvements

Learn more!

Create surveys for chat queues

You can now create simple surveys that you can enable on each of your chat queues to assess your customer's experience with your company.

• The navigation for Contact Center agents, supervisors, and admins has been unified into a single menu item. You will be directed to the appropriate dashboard(s) based on your role(s).

• [Voice] Fixed issue with contact search which impacted the ability to initiate a new call & transfer a an ongoing call.

• [Voice] Direct SMS from Contact: You can now send an SMS directly when viewing contact information
• [Messaging] Channels: Added the ability to remove users from rooms if you are the admin of the room
• [Training] Attendees can use Reactions in sessions
• [General] Implemented an easier versioning scheme simply referring to the calendar (YYYY.MM.#)

• [Training] Attendees can share their screen in breakout rooms without the intervention of the organizer

• [Voice] Fixed an issue on Xiaomi devices + other bug fixes (2022.07.0 (1687))
• [Voice] Fixed an issue where ringtones in some circumstances were not properly played (2022.07.2 (1691))
• [General] Fixed various UI inaccuracies throughout the App

• [Voice] Direct SMS from Contact: You can now send an SMS directly when viewing contact information
• [Messaging] Channels: Added the ability to remove users from rooms if you are the admin of the room
• [Training] Attendees can use Reactions in sessions
• [General] Implemented an easier versioning scheme simply referring to the calendar (YYYY.MM.#)

• [Training] Attendees can share their screen in breakout rooms without the intervention of the organizer

• [Voice] Various Bug fixes (2022.07.2 (1205))
• [General] Fixed various UI inaccuracies throughout the App

• [Voice] Call Announce & Screening: You can now better handle your incoming calls by either getting announced the extension the call was received on, or asking callers for their name.
• [Messaging] Group Texting is now available. You can select up to 10 recipients when you create a new SMS group conversation (May).

• [Voice] Call Announce & Screening: You can now better handle your incoming calls by either getting announced the extension the call was received on, or asking callers for their name.
• [Voice] Instant Response: Do not worry about missing calls ever again. You can now send an automated response message (April).
• [Messaging] Group Texting is now available. You can select up to 10 recipients when you create a new SMS group conversation (May).

• [Meeting] Local device calendar sync is available (even for guest users) (May).

• [Messaging] Fixed some performance issues.
• [Messaging] Fixed an issue with internal number support.
• [Meeting] Fixed an issue where mobile attendees were not being counted in meeting reports (May).
• [Meeting] Fixed issues with joining meetings from an external link (April).
• [Meeting] Fixed video issue when transitioning from wifi to mobile network (April).
• [General] Various bug fixes and improvements (all releases).

Learn more!

Supervisors can monitor chat queues

Supervisors can now watch their agent's chat conversations in real-time from their dashboard.

• Agents can now see a history of calls, notes, and tags for any contact they create and link calls to in the omnichannel customer information view when on an active call.

• You can now share your custom boards in the Analytics view! If sharing with another admin, they can make changes. If sharing with a non-admin user on your account, it will be a readonly copy.

Learn more!

Omnichannel Customer Information View

Agents can now save and edit contacts as well as add notes and tags to those contacts during a call.

• The left navigation of the Supervisor view in the GoTo app has been refreshed to the new styling.

Try it now!

Deskphones

We now support the Yealink CP925 and CP965 as well as the CPW65 wireless mics for the CP965 conference phone.

Learn more!

Co-browsing

Agents can now launch a co-browse experience with customers when their chat conversations need more visual assistance.

Learn more!

GoTo Contact Center Free Trial

GoTo is introducing a 30-day free trial of GoTo Contact Complete starting today!

• There is a webchat plugin for WordPress available now

Learn more

System-generated Email Changes

Our email domains are changing for all system-generated emails. We highly recommend updating your email account rules and filters with the new addresses to prevent future emails being routed to spam.

• [General] An entire set of new contact properties (Web/Desktop will follow shortly)

• [Voice] Get notified when a call is tagged as suspected spam
• [Meeting] Now showing all countries and toll/toll free numbers when using PSTN
• [General] Various smaller usability enhancements

• [Voice] Android: Fixed calls not initiating when contacts are configured without names
• [Meeting] Multiple issues related to camera state were fixed
• [Training] Fixed issues related to joining session, evaluation page, and UI

• Facebook channels now supports all MMS file attachments
• Instagram channels now support image file attachments
• Exported reports now show data in seconds rather than milliseconds

Learn more!

Instragram channel available for chat queues

You can now add your Instagram business account as a channel on your chat queue(s) to allow your agents to communicate with customers through Instragram.

• [Meeting] Schedule any type of meeting from your mobile device.
• [Training] Join any GoToTraining from your mobile device.

• [Voice] Performance improvements & bug fixes.
• [General] Various small usability enhancements.

• [Messaging] Android: Fixed an issue with autofocus when sending a new text message.
• [Messaging] iOS: Fixed an issue where a blank screen was displayed when creating a new channel.

Learn more!

Priority Management for Queues

You can now add weight scores to your queues to tell the system which queue calls should take precedence over others when agents are in multiple queues with waiting callers.

Learn more!

End Wrap Up Time

You can now allow agents and supervisors to end wrap up time early as needed so that they can get back to taking calls as soon as they are ready.

Chat Settings

You have options now for changing your avatar and icon button.

Try it now!

Deskphones

We now support the Yealink T58W.

• Changed app icon and visuals
• Applied new brand colors
• Implemented new icon-set

Learn more about GoTo!

Learn more!

GoTo Contact Core Tier

We have launched a new introductory tier of our GoTo Contact offering, GoTo Contact Core, for those who want to gain greater insight into their business performance and capitalize on our multi-channel communication options to connect with their customers.

Chat Management

You can now delete chat queues. Doing so will also end all unresolved chats associated to that queue.

Chat Notifications

Agents will see pop-up notifications in the GoTo app when new chats are received, regardless of where they are in the app. They can also turn on audio notifications through their GoTo app settings.

Learn more!

Set up Facebook Messenger Queues

Admins can now connect their chat queue(s) to Facebook Messenger to reach more customers, optimize agent performance by enabling them to handle conversations in one central place, and gather rich data for analysis and growth.

Learn more!

Voicemail Length Setting

You can now set a maximum voicemail length for all incoming messages on your account.

Learn more!

Self Serve E911 Service

Admins in the US and Canada can now assign emergency addresses and callback numbers for multiple locations. Sub-locations can also be assigned to devices or users. This feature is being released in a phased rollout and may not be available on your account yet.