• Added support for zoom in/out.
• The app will show a notification if it detects that it is not responding with an option to reload it.
• 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 (Apple) or here (Intel).

• Added support for zoom in/out.
• The app will show a notification if it detects that it is not responding with an option to reload it.
• 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 (Apple) or here (Intel).

• Contacts import improvements: The import flow in the GoTo app has been improved and you can now add either shared or personal contacts into groups while importing. Admins can also import shared contacts directly in the GoTo Admin portal now. Learn more!

• Custom dispositions: Admins can now create and manage their own custom dispositions. Any enabled dispositions become available for the agents to attach to a call at any time through their agent sidecar, rather than having to wait til the wrap up.

• Do Not Record setting available for lines, ring groups, and call queues: Admins will see a new recording option when configuring the settings on lines, ring groups, and call queues that allows them to disable recording for those specific extensions. This exclusion setting can also be applied and managed through the default phone settings. Learn more!

• Unified Presence for Agents: With the release of our enhanced agent status experience, any status changes Contact Center agents make will automatically update for all queues they are logged into, as well as align the status on their GoTo account. For more information on this feature change, please refer to our FAQ. If you do not have this feature enabled yet and would like to opt-in to the enhanced agent experience sooner, please contact Customer Support.

• Email channel now available for Shared Inboxes: Customer Engagement Managers can now enable email channels on their shared inboxes to reach even more customers. Learn more!

• Parity with device settings: We now have parity with our device settings between our classic Jive PBX and the new GoTo Admin portal!

• Start a call recording on-demand: Use *5 to initiate a recording while already on a call. Learn more!

• Optimized the logging process to deliver improved app performance.
• 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).

• Optimized the logging process to deliver improved app performance.
• 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)

• AI Optimization - Topic Flag Detection enhancement: Contact Center admins can now narrow the topic flag detection feature to a particular speaker if desired (i.e. agent or caller). Learn more!

• WhatsApp outbound messages: Create and use WhatsApp templates to send outbound messages to customers who have yet to message you, or who have not sent you a message in the last 24 hours. Refer to the following resources for WhatsApp outbound messaging:
  1. Create a WhatsApp template in your WhatsApp Business Manager account with Meta/Facebook. Learn more!
  2. Once your template is created and submitted, all WhatsApp templates must be reviewed and approved by WhatsApp before it can be used. Learn more about what each status means.
  3. Once a template is approved, team members/agents who have access to the shared inbox will be able to use and send template(s) for outbound WhatsApp messaging. Learn more!

• Copy and paste numbers for SMS campaigns: When setting up and sending campaigns, you can now add a list phone numbers in bulk without needing to create a contact prior. Simply copy and paste the list of phone numbers, separated by a comma, semi-colon, or having each phone number on a new line. We'll match existing contacts to recognized phone numbers or automatically create new ones. Learn more!

• Fix for remote mouse control not working when presenter is on Windows.
• 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).

• 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)

• Edit sound clips: Admins now have the ability to edit existing sound clips in the GoTo Admin portal. Learn more!

• Updated user statuses: There is a new status called Auto-update which will sync the user's status with their calendar, meetings, and calls. The Available status can now be manually set if a user wants to override any of the automatic busy states that are auto-assigned. Learn more!

• Shared inbox: Conversations assigned to others: When Assignation mode is enabled, "Conversations assigned to others" allows managers and team members in to see which conversations are assigned to other team members. Team members and managers will be able to assign those conversations to themselves, while managers will be able to assign them to other team members, or set them as unassigned. Learn more!
• WhatsApp account blocking errors: Whenever Meta decides to block a WhatsApp account, team members are now notified with a red badge globally in the app, that the corresponding WhatsApp channel is no longer functional and that no customer communication is possible. Learn more about the different WhatsApp blocking errors and how to troubleshoot.

• The signing certificate used for the app on Windows has changed. The new certificate is issued to GoTo Technologies USA, LLC.
• 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)

• The signing certificate used for the app on Windows has changed. The new certificate is issued to GoTo Technologies USA, LLC.
• Performance improvements when showing the applications for sharing 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).

• As part of the overall migration from legacy admin to GoTo Admin, the billing portal used by GoTo Connect customers billed through JIVE has been moved into GoTo Admin. The new billing portal has an improved, simplified, and modern interface! This new experience offers:
  • Access to the billing portal directly within GoTo Admin with the very same features
  • Easier access to download invoices and detailed bill reports
  The new billing portal can be found by navigating to https://admin.goto.com/ and selecting Billing from the left navigation. Learn more!

• Sign in to GoTo using passkeys: Sign into your GoTo app using a passkey! Passkeys are stronger than traditional passwords. With it, you can sign in to GoTo using device lock, such as fingerprint, PIN, or face scan. You'll need to create a passkey for each device, browser, or app you use to sign in to your GoTo account. Learn more!

• Updated outcomes for Left Queue reasons: Existing Left Queue Reasons also have better, updated mapping for clearer and more comprehensive reporting:
  • Answered Elsewhere, which occurs when a caller is answered by someone else outside the queue, now maps to the outcome of Handled instead of Evicted User.
  • Transfer Complete, which occurs when the caller was removed due to completion of a transfer, now maps to the outcome of Evicted User instead of Unknown
  • Callback failed now maps to the outcome of Evicted system instead of Unknown

  Learn more!

• Export Improvements for Analytics boards: As the teams have added and expanded analytics report data, we have had feedback from users to make the experience more user-friendly. We now have improved export workflows with easier to read data expressions and elements:
  1. Agent Performance board: duration-based metrics are now available in the HH:MM:SS format for the Individual Performance and Workload Summary export, in addition to the milliseconds expression already offered. The following metrics are additionally expressed in the HH:MM:SS format:
     1. Total time
     2. Total hold time
     3. Total wrap up time
     4. Avg ring time
     5. Avg talk time
     6. Avg hold time
     7. Avg wrap up time
     8. Avg handle time
  2. Agent Performance board: the data contents of Contact Participant Name and Contact Participant Value were reversed with respect to the column headers for the Agent Availability export. The data (not headers) have been swapped to correct this bug
  3. Queue Caller board: exports has been cleaned up when metrics apply to a deleted device. Going forward Unknown will display on the device column instead of an unfriendly on #Error: Unable to Retrieve message.
  4. All boards: for exporting, the “CSV file'” and “Print file” buttons have been updated to “Export as CSV” and “Print to PDF” buttons with informative supportive text, based on UX feedback

• Ready duration for Supervisor Dashboards: In the past, a duration counter has been displayed on Supervisor dashboards for statuses such as "Queue Call", "Outbound", and pause reasons such as "Break". However, Ready has not had a duration counter. Ready has now been added and is visible in the Overview, Call queues, and Agents tabs within the Supervisor Dashboard.

• Incoming call auto answer: We are excited to announce the release of auto answer in the GoTo web & desktop app. This flavor of auto answer allows user to automatically connect incoming calls without having to manually accept the call. This feature is ideal high volume voice users looking to increase efficiency and never miss a call! Learn more!

• Chat Assistant for WhatsApp: Set up and connect a chat assistant to a WhatsApp inbox queue in Contact Center. You can also change the chat assistant language in the inbox settings.

• Multi-inbox: Create, manage, and delete multiple inboxes so you have the flexibility to organize campaign and channel information by team or individual. Team members will be able to respond to messages from all inboxes from their GoTo desktop/web app or mobile app. Learn more!

• Connect Email to Inbox Queue: Connect your organization's existing email server to an inbox queue and starting handling inbound and outbound email communication directly within GoTo's inbox. Learn more!

• WhatsApp - Playing and Recording Voice Notes: Play voice notes is a core WhatsApp capability. You will now have the ability to play inbound voice notes as well as record and send new ones within the mobile inbox. Learn more!

• Added an option to start the app in the background.
• Fix for an error message shown on machines using a proxy.
• 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 an error message shown on machines using a proxy.
• 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)

• GoTo Connect customers in the UK can now request access to SMS texting on our platform.

• Agent Performance board updates: The former Agent Summary table has been replaced by a two new tables, the first of which is the Individual performance summary which showcases averages, the second of which is the Individual workload summary focused on summations, displaying workloads. Learn more
  • For the Individual performance summary, we continue to showcase handled contacts, missed ring attempts and the talk time metrics have been upgraded. A new metric of average ring time is available, and it even includes ring time for missed ring attempts.
  • Additionally, there is an all-new Handle time analysis widget allowing easy comparison of agent behavior, both in absolute terms with durations, as well as in relative terms with percentages.
  • Individual workload summary is critical for informing workforce staffing, and we want to help our customers ensure adequate staff to meet their business goals. Workload is and industry-standard term for what could also be called Total Average Handle Time. In conjunction with workload we also show transfers and hold counts by agent. These metrics are critical for understanding agent behaviors related to workload and correspondent coachable moments. !

• When an update is available, the app will now show a desktop notification.
• Fix for the GoTo app windows being listed as available for screen sharing on macOS.
• Fix for empty screen or application thumbnails when choosing which screen to share on macOS.
• 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).

• When an update is available, the app will now show a desktop notification.
• 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)

• Manual SMS opt out: Manually opt out customers who no longer want to receive SMS/MMS communications from your organization. Any new SMS/MMS messaging with an opted-out contact or phone number cannot be created or sent until the contact or phone number has been marked as "opted in" to receive SMS/MMS messaging from your organization again. Learn more!

• WhatsApp(Contact Center and Customer Engagement only): Connect a WhatsApp Business account to the shared inbox so you can receive, manage and respond to messages from customers who send messages from WhatsApp. All interactions will be managed in a new WhatsApp channel in the shared inbox.
• Shared Contacts: All GoTo Connect customers now have the ability to create shared contacts. When a shared contact is created, it will be shared and visible for all team members in your account to see. Add shared contacts individually or in bulk by CSV import.
• Contact Groups: All GoTo Connect customers now have the ability to to create contact groups. Create a group of shared contacts to help keep your shared contacts organized. Learn more!

• Shared inbox conversation creation with unknown and multiple numbers:
  • You now have the ability to create a conversation with an unknown number that does not match any shared contact in the mobile app. Learn more!
  • When creating a new SMS conversation in the mobile app from the shared inbox, team members will be able to select the phone numbers from which the conversation will be created. Learn more!

• AI Optimization - Topic Flag Detection: Enables supervisors to proactively manage topics of interest during telephony operations, ensuring swift call escalation while optimizing agent performance. Learn more!

• Custom contact fields and campaign variables: Users can now add any custom fields they want to their shared contacts. This feature opens up many new use cases, with the first being Campaign custom variables. 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).

• 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).

• Contact Segments: Segmentation automatically groups your contacts based on common details, which allows you to send more personalized, targeted campaigns to your contacts. Each segment has at least one rule or condition that a contact must meet to be part of that segment. Once the rule is met, the contact is automatically added to the segment. Learn more!

• Multi-number with channel filters: Utilize multiple numbers for their SMS campaigns and shared inbox. Select which number to use when creating a campaign, shared conversation or a CE automation. You can also filter messages by channel or number in the inbox. Learn more!

• GoTo for Microsoft Teams: Embed GoTo Connect in your Microsoft Teams app to use phone, messaging and Contact Center features. Learn more!

• Performance improvements to screen sharing on Mac.
• New MSI property SUPPRESSUSERINSTALLCHECK supported by the MSI for per-machine installation.
• 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).

• New MSI property SUPPRESSUSERINSTALLCHECK supported by the MSI for per-machine installation.
• 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).

• Chat assistant improvements: Chat assistant is available for GoTo Contact Center Complete customers. The following improvements have been made:
  • Preconfigured templates are available giving users flow examples from which to learn or copy for custom use.
  • Text copy, button placement and layout are updated to meet GoTo brand standards.
  • Tooltips have been added to the flow builder to guide creation and help customers analyze usage of various flow options.
  • Enhanced validations and warning messages appear when saving a flow.

To learn more on how set up chat assistant, click here!

• Users can now view PDFs of sent faxes.

• AI Optimization: There are three new AI-powered capabilities are available in GoTo Contact Center as an add-on to the Complete plan.
  • Interaction Summaries — Interaction Summaries boosts agent productivity by providing an AI-generated summary after a call has ended. Within Analytics, Interaction summaries will appear in the call's interaction summary for Admins and Supervisors to analyze.
  • Supervisor Recovery — The AI sentiment widget within the Supervisor dashboard shows in real-time, the amount of negative sentiment scores of all active calls. This assists Supervisors in improving their grasp of call dynamics, understanding overall customer sentiment, and creating opportunities for them to intervene by listen, whisper or barge to enhance customer satisfaction. Learn more!
  • Sentiment & Topic Detection — There are two new interactive charts within the Queue caller board, Overall sentiment and Most mentioned topics. Overall sentiment shows a percentage breakdown of overall sentiment. Most mentioned topics shows the most commonly detected topics by AI-optimization. Learn more!

• Missed ring attempts wallboard widget: The new Missed Ring Attempts call queue wallboard widget introduces a new metric/term to accurately describe instances where dispatched calls are not answered by agents. Unlike generic labels such as "Missed Calls" or "Missed Contacts," this widget provides clear differentiation by specifically identifying calls missed because agents did not answer their phones versus calls abandoned in the queue. Learn more!

• Call reports in Analytics portal: Call reports is now available in the Analytics portal within your GoTo app. Experience the same familiar data with a new and improved look and features. Learn more!

• Filter by caller number: The Queue caller board now has the capability to filter by caller number. Filter by caller number functions for numbers worldwide, suggests phone numbers once a minimum number of digits is entered and supports multi-select workflows. For quick entry, users can paste numbers, and to guarantee results, the system automatically disregards characters such as +, - ( ), etc.

• Conversation assignment management by a manager — Managers have the ability to manage conversations assignments within the shared inbox. While team members have the ability to assign conversations to themselves, managers can unassign or reassign conversations to other team members or themselves. Learn more!

• Attendant console: Manage a high volume of calls using the attendant console, a real-time dashboard layout within the softphone. Learn more!

• This version drops support for macOS versions 10.13 and 10.14. The minimum required macOS version is now 10.15.
• The system tray icon on Windows now shows a notification when an app update is available.
• The About box on Mac now uses a custom dialog instead of the default dialog.
• 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).

• 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).