Customer Engagement Guide
Getting Started with Customer Engagement
GoTo Customer Engagement helps you drive more revenue 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.
Sign into Customer Engagement
Complete the onboarding checklist
- Invite your team — Add your team members and assign them a role.
- Set up opt-out — Enable an opt-out message so contacts can have the ability to opt-out of campaigns.
- Add shared contacts — Create shared contacts to send your campaigns to. Add shared contacts individually or bulk upload shared contacts using CSV import. Shared contacts are visible to every team member in your PBX.
- Connect your channels — Set up additional channels, such as webchat, Facebook and/or Instagram to connect and interact with customers.
- Create campaign — Create an SMS/MMS campaign to send to your contacts.
Additional resources
Visit our support site and user training resources for additional help.
Select your phone number
Register your brand and campaigns
- If you are not already, sign in to GoTo Admin.
- Navigate to
- Review the cost breakdown for SMS registration.
- Then select Register your brand.
Brand registration
Campaign registration
Creating campaigns, templates, and surveys
Create SMS and MMS campaigns, reusable templates, and custom surveys to send to customers in bulk.
Campaigns
Templates
Surveys
Creating custom surveys
Creating follow-up surveys
Adding 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.
Use the Shared Inbox
Manage your 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.
Please refer to How do I use the shared inbox? for in-depth information on the shared inbox's features and capabilities.
Shared contacts and contact groups
Create shared contacts, bulk upload shared contacts by CSV import, and create contact groups to easily send campaigns to specified customers. Shared contacts are visible to all team members with your account.
Shared contacts
Create shared contacts
Import shared contacts
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.