• MMS messaging is now available for Customer Engagement customers. Add multimedia messages (MMS) to your campaigns and share up to 10 MMS files in a single campaign with a generous 2MB size limit. Learn more!

• Stability and performance improvements.
• Download Links:
  • EXE for per-user installation – download here.
  • MSI for per-machine installation – download here (64-bit) or here (32-bit).
  • MSI for per-user installation during login – download here (64-bit) or here (32-bit).
  • DMG – download here (Intel) or here (Apple).

• Improved the missed contact reporting behavior in the Agent Summary analytics. A missed call occurs when an agent receives a call from a call queue and the call is not answered before the defined timeout. If the ring strategy is set to "All agents" and one of the agents answers the call before the defined timeout, the other agents will no longer present as "missed" in the Agent Summary reporting.

• Alerting for the Call Activity wallboard widget is available to configure. Enable hold time and talk time alerts to notify you when thresholds are met. Learn more!

• Admins now have the ability to enable and view Customer Engagement user licenses, assign user roles, assign the phone number used for sending campaigns and the shared inbox, and enable Message Assistant all from their GoTo Admin portal. Learn more!

• Improved SMS Experience: Private messaging has a new modern look and feel. When opening a text conversation, users can now enjoy the improved design where the use of directional text bubbles clearly distinguishes between the participants’ messages. Archived texts are now available by selecting the three dots from Messages.
• New Notification Management: Users now have the option to manage their notification preferences for all Voice, Messaging, Inbox and Meeting experiences from the app. Learn more!
• Advanced Presence: Users can now set their presence status in the mobile app just like they can from the desktop and web apps. Learn more!
• New Active Call Capabilities: In an incoming call (Android only), outgoing call and active call screens, we are now showing the business number used in the call as either a call received on or calling from format. Also, users can now simply tap on a call participant and directly access that participant’s contact information. This capability is supported on single, multiple and merged calls use cases.
• Improved Voicemails Notifications Clearing Behavior: Voicemail notifications are now cleared when a user accesses the voicemail rather than just viewing the voicemail from a list of voicemails.

• Shared Inbox: Added a new filter Assigned to Others that allows you to see what everyone in your shared inbox team is currently working on. Agents can re-assign the conversation to themselves and a notification will be sent to the original team member that the conversation was re-assigned.
• Shared Inbox: Improved conversation card. Shows the agent avatar on conversations to see who is who is assigned to each conversation.

• Stability and performance improvements.
• Download Links:
  • EXE for per-user installation – download here.
  • MSI for per-machine installation – download here (64-bit) or here (32-bit).
  • MSI for per-user installation during login – download here (64-bit) or here (32-bit).
  • DMG – download here (Intel) or here (Apple).

• Conversation Review is a new feature in the Contact Center Analytics that will empower customers with a deeper understanding of their customer phone call interactions by offering the following:
  • Call Recording Playback: Access call recordings directly from the Conversation Review.
  • Overview Tab: The overview tab presents essential call details, including start time, end time, call duration, outcome, agent involvement, last agent engaged, disposition, and associated tags.
  • Interaction Details Tab: Interaction Details tab showcases the complete call journey from start to finish, which includes call started, ringing/connecting to an agent, agent connection, hold placement, call resumption after hold, blind transfer, voicemail reached, and hang up. Each event is accompanied by a timestamp, duration, agent name, and extension.
  • Notes Tab: The notes tab captures any relevant annotations made during the call, ensuring important details and observations are easily accessible and documented for future reference.
  • Transcript Tab: View call transcripts between the caller and business.
  • Export Button: Directly export the Interaction Details view as a .csv file.
  Learn more on how to access Conversation Review and explore and analyze customer interactions and improve overall service quality.
• You can now activate SMS auto-reply in your call queue settings! This setting automatically sends an SMS to callers who have abandoned the call queue. Learn more!

• This version drops support for Windows versions 7, 8, and 8.1. The minimum required Windows version is now 10.
• The error page now contains a short error description.
• Stability and performance improvements.
• Download Links:
  • EXE for per-user installation – download here.
  • MSI for per-machine installation – download here (64-bit) or here (32-bit).
  • MSI for per-user installation during login – download here (64-bit) or here (32-bit).
  • DMG – download here (Intel) or here (Apple).

• Fix for the green border sometimes being on the wrong monitor when sharing a screen on Windows.
• Fix for an empty action in the notifications shown on Mac.
• Stability and performance improvements.
• Download Links:
  • EXE for per-user installation – download here.
  • MSI for per-machine installation – download here (64-bit) or here (32-bit).
  • MSI for per-user installation during login – download here (64-bit) or here (32-bit).
  • DMG – download here (Intel) or here (Apple).

• Users can now set their own E911 location in the desktop and web app. An E911 address is the address used to send to emergency services teams when a 911 call is placed through the GoTo app.

• Added an "about" box on Windows, which can be accessed from the Help menu or from the context menu of the system tray icon.
• Stability and performance improvements.
• Download Links:
  • EXE for per-user installation – download here.
  • MSI for per-machine installation – download here (64-bit) or here (32-bit).
  • MSI for per-user installation during login – download here (64-bit) or here (32-bit).
  • DMG – download here (Intel) or here (Apple).

• Shared Inbox (Mobile): Ability to show new campaign events within the corresponding conversation, making sure team members are aware whenever a campaign is sent to a customer they are actively interacting with.
• Shared Inbox (Mobile): Added message read receipts to show when a customer has read a message during a webchat conversation.
• Shared Inbox (Mobile): Added message read receipts to show when team members read a message from a conversation on web/desktop or mobile.
• Shared Inbox (Mobile): Enhanced the notification experience by grouping message notifications by conversation and showing contextual information pertaining to the customer sending the message, removing any constrains for team members to open a conversation in order to retrieve that context.

• GoTo Contact Center provides configurable wallboards to give supervisors a realtime monitoring interface. Configure warning and alert thresholds for multiple metrics. Any thresholds that are breached are immediately color coded to draw attention, enabling you to rapidly take action to resolve anything impacting the contact center operation. Learn more!

• The Windows title bar now supports light and dark themes.
• Removed an invisible window on Mac, which sometimes was getting the focus.
• Fix for the mouse cursor sometimes being shared from the wrong monitor on Windows.
• The updates on Windows no longer invoke a PowerShell script for signature validation.
• Stability and performance improvements.
• Download Links:
  • EXE for per-user installation – download here.
  • MSI for per-machine installation – download here (64-bit) or here (32-bit).
  • MSI for per-user installation during login – download here (64-bit) or here (32-bit).
  • DMG – download here (Intel) or here (Apple).

• Users can now set their own E911 location in the mobile app. An E911 address is the address used to send to emergency services teams when a 911 call is placed through the GoTo app.
• Business numbers in International format. Previous to this release, business numbers were not accurately reflecting the user’s actual location, and were showing as local numbers whereas they were international. With this release, business numbers are now always displayed in International format no matter where the user is, avoiding any confusion.
• Dialling improvements – faster redial. Mimicking native dialler experiences on both Android and iOS, we are now showing the latest dialled number when a user taps on the call button, making it easier for users to redial the last number they called.

• Shared Inbox: Fixed the color of the Messaging Assistant when it is disabled.
• Shared Inbox: Updated emoji picker latest version.
• Private Inbox: Added new options for the SMS to email feature to receive an email for outbound messages.
• Private Inbox: Updated emoji picker latest version.
• Private Inbox: Fixed an issue where direct chat badging was inconsistent.

• You now have the ability to choose whether or not you would like to send a campaign to contacts with open conversations.
• Add URL links to your text campaigns and decide how the URL links are displayed and presented to recipients. Enable shorten track link to convert URL links into click-track links for click metrics.
• When sending a text campaign, there is a 12-second timer before it sends to your recipients. During this 12- second window, you have the option to pause the campaign from sending and either resume sending the campaign or cancel to put the campaign back into a draft to make edits before resending.
• All these changes are outlined in this article! Learn more!

• Windows: The app is brought to the front if it is running hidden and the user starts the app again (from the Start Menu, taskbar button, etc.)
• Download Links:
  • EXE for per-user installation – download here.
  • MSI for per-machine installation – download here (64-bit) or here (32-bit).
  • MSI for per-user installation during login – download here (64-bit) or here (32-bit).
  • DMG – download here (Intel) or here (Apple).

• Admins and users with billing permissions can now view and download a .csv file of all SMS (text) credits reflected on their invoice. Learn more!

• Shared Inbox: Improved the Flip to Call feature in the Shared Inbox to show all contacts phone numbers and an indicator on the current phone number used in the conversation (see screenshot in thread).
• Shared Inbox: Changed the number of attachment limit from 5 to 10 when sending a message to be inline with the Private Inbox experience.
• Shared Inbox: Added support to send new campaigns to customers with already open conversations.

• The new softphone experience will allow users to manage their calls from a dedicated softphone window rather than the main desktop or web app. The window will stay on top of other windows, making it easy to find your call.Learn more!

• The main window is no longer brought to the front when clicking on a join link or a tel: link.
• Stability and performance improvements.
• Download Links:
  • EXE for per-user installation – download here.
  • MSI for per-machine installation – download here (64-bit) or here (32-bit).
  • MSI for per-user installation during login – download here (64-bit) or here (32-bit).
  • DMG – download here (Intel) or here (Apple).

• Admins can enable and set up an automated follow-up survey which consists of a question, positive response and negative response options. This survey will automatically send to customers when a chat conversation has ended and is marked as resolved. Learn more!
• Admins and managers have the option to send text campaigns to contacts with open conversations.
• Custom Survey now offers default questions to save users time while configuring surveys. Users can either use the default question or overwrite it.

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

Input callback number is now an option to callers if they opt-in to auto-queue callback! This feature allows the caller to input the desired phone number they would like an agent to call them back. To learn how to set up auto-queue callback for your call queues, click here!

• Fixed an issue where recent voice activity wasn’t loading properly if the user didn’t have texting permissions.
• Fixed an issue where users with a lot of phone numbers were not able to scroll though all their phone numbers in the phone number picker of the text message view.

• Updated the side-car conversation card to show the number of attachments in the preview if no text message was sent. (Instead of the empty string).
• Updated the conversation history to show private phone number history even when a contact is still unknown (shared contact not linked yet).
• Updated snackbar notifications to be hidden for a conversation that you are currently viewing.
• Fixed an issue where a user would stop receiving notification updates from the notification channels, and the assigned and unassigned section were not updating in realtime.

Chat Assistant is now available in Contact Center! Create a chat box widget and pre-configure answers to frequently asked questions, freeing up the agent’s time. Learn More!

Contact Center customers now have access to create Custom Surveys! Learn More!

• Messaging is now redirecting to the New Message screen by default when users open a new GoTo session (instead of a blank view)
• Added the ability to switch DID from and to while in an existing SMS conversation