Customer Engagement Onboarding Guide
Getting Started with Customer Engagement
Welcome to Customer Engagement! In this guide, you will learn all about Customer Engagement's features and how to properly set up your account!
Expand communication with your customers with SMS/MMS campaigns, web chat, social media and more — all within one inbox! Personalize messages, add links, surveys, and schedule campaigns to send to your contacts. Engage with your contact's responses using the cross-functional shared inbox. Your entire team can view, pick up and resolve conversations and ensure no customer slips through the cracks.
Onboarding
Select a phone number
Add your team
Assign your users a Customer Engagement role of Team member or Manager. Each role gives users specific permissions and access to Customer Engagement and the shared inbox.
- Team member role — Allows a user to access the shared inbox, send messages and reply to customers within the shared inbox, and manage shared contacts.
- Manager role — Allows a user to create and send campaigns and automations, manage shared inbox and Customer Engagement settings on the account, manage user's roles, and includes all team member capabilities.
Import contacts
Create shared contacts to send your messages to. Add an individual test contact or bulk upload contacts using CSV import. Shared contacts are visible to all users in your account.
Finish setup
Create an SMS campaign
- AI-powered Message Assistant to generate campaign messages.
- Pre-defined and reusable templates to use when creating campaign messages for commonly used scenarios.
- Variables to personalize your messages to your contacts.
- Surveys to asses your customer's experience.
- Attachments to add MMS file types into campaign messages.
- Shorted track URL links.
Open the shared inbox
The shared inbox allows your team members to see and respond to all campaign-related messages from customers, all within one inbox. This collaborative workspace provides team members visibility into what messages are being handled by other team members, view contact information, ability to respond to customer's messages, and view conversation history. Learn more!
Customer Engagement Features
Campaigns
Create a campaign
Shared inbox
What is the shared inbox?
Using our shared inbox allows an entire team to see and respond to any message responses with shared contacts.
Manage your communication channels from one inbox the entire team can use. The shared inbox can be accessed through the GoTo desktop, web app, or mobile app. This cross-functional inbox allows all team members to view conversations from shared contact's responses to campaigns, general SMS/MMS messaging, and/or additional communication channels such as webchat, Facebook and Instagram. Team members can view, pick up and resolve conversations, ensuring that no message is missed.
How to use the shared inbox
Please refer to How do I use the shared inbox? for in-depth information on the shared inbox's features and capabilities.
Shared contacts
Create individual shared contacts
Import shared contacts
Contact groups
Create contact groups
- Sign in to our GoTo desktop/web app.
- Select Contacts from the left navigation.
- Select Groups
- Select + Create group in the top right corner of the screen.
- Enter a group name, then choose how you would like to add your contacts:
Option Description Import contacts Upload a group of contacts using a CSV file. Select existing contacts Add contacts one by one from all your contacts.
Edit contact groups
- Select from the left navigation.
- Select an existing contact group you would like to add and/or remove contacts from:
Option To add contacts - Select Add contacts.
- Search for or create a list to add the contact to.
Tip: A contact can be added to multiple lists.
To remove contacts - Checkmark the contact you would like to remove.
- Then select — Remove from group.
To delete a contact group Select Delete group. - Select Save.
Automations
Create an automation
Results: The automation will automatically send the message to the contact(s) that meet the trigger thresholds. Manage, edit, and enable/disable the automation as needed.
Campaign templates
Create a campaign template
Surveys
Create custom surveys
Create follow-up surveys
Add surveys to campaigns
- Sign in to our GoTo desktop/web app.
- From
, start by selecting one of the following:
- + Add Campaign to create a new campaign.
- Select an existing campaign you want to edit.
Note: If you select an existing campaign, the Status of the campaign must be Draft. You cannot add a survey to a campaign that has been sent.
- In the Write your message step, select the Question Mark icon to choose the desired survey you want add to your campaign.
- Select Save.
Pre-written messages
Add pre-written messages
Edit pre-written messages
Use pre-written messages
Shared inbox settings
- Sign in to our GoTo desktop or web app
- Navigate from .
- Select one of the following tabs:
- Settings
- Enable read receipts to show when the end user read messages and/or when a team member reads a message.
- Enable typing indicators to show when the end user and/or a team member is typing a message.
- Enable auto-resolve opt-out when a contact replies with an opt-out keyword.
- Select a default language.
- Enable/disable assignment mode for the shared inbox.
- Set up an after-hours schedule and messaging to let your customers know you are not open.
- Follow-up
- Set up an automated follow-up survey to collect valuable feedback from customers when a chat conversation has ended and is marked as resolved.
- Channels
- Set up a webchat on your website.
- Set up a Facebook business account.
- Set up an Instagram business account.
- Settings
Please see Shared Inbox Settings for more information on each setting.
Customer Engagement settings
- Sign in to our GoTo desktop or web app
- Navigate from .
- Select one of the following tabs:
- General
- Change campaign and shared inbox phone number.
- Enable Message Assistant for campaigns and shared inbox.
- Campaigns
- Enable prepend company name to campaign message.
- Enable opt-out message with campaigns.
- Enable opt-out confirmation message.
- Variables
- Add and edit account variables
- Add and edit contact variables
- Users & roles
- Manage your user's roles.
- General
Please see Change Settings in Customer Engagement for more information on each setting.
Manage Customer Engagement phone number
Select a phone number
Users & roles
What is the difference between the roles?
- Team member role — Allows a user to access the shared inbox, send messages and reply to customers within the shared inbox, and manage shared contacts.
- Manager role — Allows a user to create and send campaigns and automations, manage shared inbox and Customer Engagement settings on the account, manage user's roles, and includes all team member capabilities.
Add role for new users
Add role for existing users in GoTo Customer Engagement
Add role for existing users in GoTo Admin
Analytics
Campaigns analytics overview page
- From the left navigation .
- Select the desired campaign.
- Refer to What data does the Customer Engagement Overview provide? for details on available metrics and definitions.
Survey analytics overview page
- From the left navigation .
- Select the desired campaign.
- Select the Survey results tab.
- Select from Summary or Individual responses.
- Refer to What data does the Customer Engagement Overview provide? for details on available metrics and definitions.
Automations analytics overview page
- From the left navigation .
- Select the desired automation.
- Optional: In the top right, you can enable, disable, and delete an automation
- Select Overview tab.
- Refer to What data does the Customer Engagement Overview provide? for details on available metrics and definitions.