LogMeIn support sites no longer support Microsoft's Internet Explorer (IE) browser. Please use a supported browser to ensure all features perform as they should (Chrome / FireFox / Edge).

The GoTo support site no longer supports Safari 15. Please upgrade your browser to Safari 16 (or newer) or switch to a supported browser such as Google Chrome, Mozilla Firefox, or Microsoft Edge.

GoToAssist is now GoTo Resolve. Discover what our all-in-one IT solution can do for your business. Try free.

We are currently experiencing an unplanned outage for this product.
  • Support
  • Products

    Explore support by product

    GoTo Connect

    All-in-one phone, meeting and messaging software

    GoTo Meeting

    Video and audio meeting software

    GoTo Webinar

    All-in-one webinar and virtual events software

    GoTo Room

    Conference room hardware

    GoTo Training

    Online training software

    OpenVoice

    Audio conferencing software

    Grasshopper

    Lightweight virtual phone system

    join.me

    Video conferencing software

    LogMeIn Resolve

    IT management & support

    LogMeIn Resolve MDM

    Mobile device management

    LogMeIn Pro

    Remote device access

    LogMeIn Central

    Remote monitoring & management

    LogMeIn Rescue

    Remote IT support

    GoToMyPC

    Remote desktop access

    GoToAssist

    Remote support software

    Hamachi

    Hosted VPN service

    RemotelyAnywhere

    On-prem remote access solution
  • Service Status
  • Language selector icon Language selector icon
    • English
    • Français
    • Italiano
    • Deutsch
    • Español
    • Português
    • Nederlands
  • Contact Support
  • Service Status
  • User Avatar User Avatar
    • Support
    • Contact Support
    • Browse Products
    • Service Status
    • Sign in
    • User Avatar
    • My Account
    • Personal Info
    • Sign In & Security
    • Billing Center
    • https://link.goto.com/myaccount-billing
    • My GoTo Connect
    • My Meetings
    • My Webinars
    • My Trainings
    • My Conferences
    • My Resolutions
    • My Mobile Devices
    • My Sessions
    • My Sessions
    • My Incidents
    • Sign out
  • Explore Features
  • Host Sessions
product logo
Back button image Back
Back button image
product logo

Modes of Connection

The GoToAssist mode of connection refers to the method in which a customer support session is initiated and routed to representatives.

Depending on the organization's needs, a GoToAssist Corporate account may be configured in Web Mode, Phone Mode or Queue Mode. The mode of connection for an account determines the type of customer portal(s) that can be created for the account.

Note: The mode type varies depending on your company's support needs. Please get in touch with our Customer Care team by selecting Contact Support on this article.

Web Mode

The most common GoToAssist Corporate configuration, Web Mode is ideal for organizations whose representatives provide web-only support. Web Mode allows support requests to be initiated by a customer via the customer portal anytime at least 1 representative is logged in to HelpAlert.

  • Web Mode portals offer SmartMatch, SmartBox or SmartButton portal types to distribute queries to all representatives who are logged in to HelpAlert.
  • Since support requests are initiated and addressed entirely online, customers are not required to call a support center first.
  • Representative alert distribution varies depending on the portal type (SmartMatch, SmartBox or SmartButton).

Phone Mode

Phone Mode configuration is most often used by organizations whose representatives provide phone support in addition to web-based support. To start a support session using a Phone Mode portal, representatives can generate a connection code using HelpAlert and provide it to the customer during the phone call, which customers can then enter in the customer portal to be launched into an online support session with the representative. Only the representative who generated the connection code is connected with the customer.

Note: A customer can connect to a Phone Mode portal session only after he/she receives the connection code from the representative.
  • Phone Mode portals use the SmartPin portal type to connect customers with the specific representative who generated the connection code.
  • Representatives can escalate from phone calls to online support sessions by providing customers with a connection code.
  • There are no alerts sent with this portal type, since the representative automatically receives the posting.

Queue Mode

Queue Mode configuration is ideal for organizations that have a large number of representatives available for customer-support queries. When a customer submits a support request in a Queue Mode customer portal, GoToAssist Corporate automatically distributes the query to the next available representative. When no representatives are available, the query is queued for distribution to the next representative who becomes available (e.g., "round robin" style).

  • Queue Mode portals use the SmartBox portal type to distribute queries to the next available representative who is logged in to HelpAlert.
  • When no representatives are available, incoming queries are queued and then distributed to the first available representative.
  • Representatives receive alerts when they are assigned a new query.
Related Articles:
  • Customer Chat Box
  • Customer Portals
  • List View Window
  • Representative Chat Box
  • Viewer Window
Article last updated: 2 November, 2022
You are viewing the latest version of this article.

Need help?

Contact icon Contact support
Video icon Watch videos
  • Language selector icon Language selector icon
    • English
    • Français
    • Italiano
    • Deutsch
    • Español
    • Português
    • Nederlands
  • About Us
  • Terms of Service
  • Privacy Policy
  • Trademark
  • Do Not Sell or Share My Personal Info
  • Browse Products
  • Copyright © 2025 GoTo Group, Inc. All rights reserved

Collaboration Products

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Training

join.me

Grasshopper

OpenVoice

Remote Solutions Products

GoTo Resolve

Rescue

GoToAssist

Access Products

Pro

Central

GoToMyPC