What's New in GoTo Connect?
Stay up to date on the latest features and updates for GoTo Connect.
GoTo Customer Engagement - October 4, 2024
- 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!
GoTo Contact Center - October 1, 2024
- 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!
GoTo Mobile - September 24, 2024
- 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!
GoTo Desktop App (v4.11.0) – September 10, 2024
- 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).
GoTo for Teams Desktop Plugin (v4.11.0) - September 10, 2024
- 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 - August 22, 2024
- GoTo Connect customers in the UK can now request access to SMS texting on our platform.
GoTo Contact Center - August 19, 2024
- Agent Performance board updates: The former Agent Summary table has been replaced by a two new tables, the first of which is the Individual performance summary which showcases averages, the second of which is the Individual workload summary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. !
GoTo Desktop App (v4.10.0) – August 19, 2024
- 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).
GoTo for Teams Desktop Plugin (v4.10.0) - August 19, 2024
- 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)
GoTo Connect - August 1, 2024
- 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!
GoTo Connect - July 25, 2024
- 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!
GoTo Mobile - July 18, 2024
- 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!
GoTo Contact Center - July 10, 2024
- 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!
GoTo Customer Engagement - July 1, 2024
- 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!
GoTo Desktop App (v4.9.0) – June 19, 2024
- 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).
GoTo for Teams Desktop Plugin (v4.9.0) - June 19, 2024
- 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).
GoTo Customer Engagement - June 12, 2024
- 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!
GoTo Customer Engagement - May 13, 2024
- 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 Desktop and Web app - May 3, 2024
- GoTo for Microsoft Teams: Embed GoTo Connect in your Microsoft Teams app to use phone, messaging and Contact Center features. Learn more!
GoTo Desktop App (v4.8.0) – April 8, 2024
- 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).
GoTo for Teams Desktop Plugin (v4.8.0) - April 8, 2024
- 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).
GoTo Contact Center – April 8, 2024
- 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!
GoTo Desktop app - April 4, 2024
- Users can now view PDFs of sent faxes.
GoTo Contact Center – April 2, 2024
- 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!
GoTo Contact Center – March 27, 2024
- 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 – March 26, 2024
- 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!
GoTo Contact Center – March 26, 2024
- 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.
GoTo Customer Engagement – March 25, 2024
- 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!
GoTo Connect Desktop & Web app - March 11, 2024
- Attendant console: Manage a high volume of calls using the attendant console, a real-time dashboard layout within the softphone. Learn more!
GoTo Desktop App (v4.7.2) – February 29, 2024
- 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).
GoTo Shared inbox – February 19, 2024
- Enabling open mode vs assignment mode: You can now choose which shared inbox experience you would like. Learn more!
- Open mode — If open mode is enabled, this experience will allow multiple team members to respond to a message(s) in the shared inbox without it being assigned to one individual. Agents cannot assign a message to themselves when using open mode.
- Assignment mode — If assignment mode is enabled, this experience will allow team members to assign a message to themselves. Team members will not be able to respond to a message in the shared inbox unless the conversation is assigned to them.
GoTo Contact Center – February 15, 2024
- Callback reporting improvements: Learn more!
- New global filters: New filters for callback offered and callback requested filter all sections of the Queue caller board. Callback offered helps supervisors understand if the given caller was presented with the callback option while in queue. Callback requested helps supervisors understand if the given caller opted into the callback request.
- Callback requests widget: Callbacks awaiting the return call are pending, those returned by the system are characterized as handled, and those with a broken journey are characterized as evicted, for example if the queue is closed while the customer is awaiting the callback.
- Print to PDF: We have added the additional capability to print Queue caller charts to PDF. Learn more!
GoTo Customer Engagement – February 8, 2024
- Updated campaign overview page: The campaign overview page has been updated to help improve the aesthetic, performance, and organization.
- New campaign metrics: See new metrics when viewing your list all campaigns:
- Scheduled campaigns
- Recent campaigns
- Conversations started
- Monthly credited used
- Learn more
GoTo Customer Engagement – January 18, 2024
- Pre-defined campaign templates: Select from one of our pre-defined campaign templates to easily get inspiration on campaign messaging. Learn more!
GoTo Desktop App (v4.6.0) – January 17, 2024
- 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).
GoTo Contact Center – January 17, 2024
- There are four new Chat Wallboard Widgets cards and two new tables! With this big splash, we now offer a solid set of widgets to monitor various aspects of chat activity in real time wall boarding, maturing our Contact Center product. Learn more!
GoTo Mobile app (v2023.12.1) – December 28, 2023
- My profile: Users can now view their account details, including business phone numbers, extensions, ring groups, and dial plans. Learn more!
- Users can now take a picture and send it in a text message or direct chat message. Learn more!
- Enable voicemail to email notifications in the mobile app. Learn more!
- Enable SMS to email notifications in the mobile app. Learn more!
GoTo Contact Center – December 18, 2023
- New wallboard widget: Average Speed of Answer is now available as a widget which may be loaded on real-time wallboards. It updates in real time with the tracked time period's average speed to answer for a specific call queue or campaign. In addition, add a duration based alert and warning to monitor this widget. Alert trigger units include seconds, minutes, hours and days.
- For more information on wallboard creation and management, click here.
- For more information on wallboard alerts, click here.
GoTo Customer Engagement – December 7, 2023
- Automations: Automate SMS communication to your customers based on your business workflow. An automation is the combination of a selected audience, trigger, and action. We currently offer the action to send SMS and the following triggers:
- Shared contact created
- Contact added to group
- Contact removed from group.
- Learn more
GoTo Connect Desktop App – December 5, 2023
- Users can now send virtual faxes from the desktop and web apps. Learn more!
GoTo Desktop App (v4.5.0) – November 30, 2023
- 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).
GoTo Contact Center – November 28, 2023
- The following call details have been added to the Queue Caller Board's Interaction overview:
- Callback offered and requested
- Leave reasons
- Who hung up
- Agent wrap up.
GoTo Contact Center – November 20, 2023
- Percentage-based Wallboard Alerts: Introducing a new type of wallboard alert trigger based on percentage values. Supervisors in the Contact Center can now be alerted on the following metrics when they are out of range by a specific percentage:
- Percentage of Agents Paused
- Percentage of Campaign Calls Incomplete
- Percentage of Abandoned Calls
- Percentage of Hold Time
GoTo Desktop & Web – November 7, 2023
- Users can now search for contacts from the top search bar from anywhere in the app.
GoTo Desktop App (v4.4.0) – November 1, 2023
- 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).
GoTo Desktop & Web – October 26, 2023
- Fax in app: Users can now review and manage received faxes in the desktop and web app. Learn more!
- Editable keyboard shortcuts: Users can now edit the keyboard shortcuts. Select your profile picture in the top right and then select Keyboard shortcuts.
GoTo Contact Center- October 23, 2023
- Queue Caller Board updates and changes:
- Evicted Calls breakdown: Evicted Calls are now more precisely classified as Evicted Customer, Evicted System or Evicted User. This helps supervisors, administrators and analysts understand if customers are requesting a callback, being removed by the system due to queue settings, or leaving the queue because a supervisor has picked a call out of queue, for example. Learn more!
GoTo Contact Center- October 20, 2023
- Queue Caller Board updates and changes:
- Queue Caller Summary - by Queue: We are excited to introduce a brand new export called Queue Caller Summary - by Queue. This export will be similar to the current Queue Caller Summary, but instead of grouping calls by date, it will group and aggregate them by queue. This will enable you to quickly compare the performance of different queues, identify demand patterns, and pinpoint potential bottlenecks. Learn more!
- New columns and column order: To ensure a consistent and user-friendly experience, we are making adjustments to the column order in the existing exports. This change was necessary due to the addition of new columns. By organizing the columns in this order, we aim to improve the overall usability. Learn more!
- New softphone experience:
Attention: The new softphone feature for Contact Center is being released in a phased rollout and may not be available on your account yet.Contact Center agents can now enable the new softphone experience! The new softphone delivers a new & improved experience allowing agents to manage their calls from a dedicated window. Enable the new softphone in your GoTo desktop or web app and enjoy all the familiar call functions as the previous softphone! Learn more!
GoTo Mobile app – October 17, 2023
- Direct chat notifications: Users can now enable or disable direct chat notifications from the mobile app’s notifications. Learn more!
- The mobile app has introduced a new contacts category Enterprise, which are non-editable contacts that have been uploaded by an admin.
- Improved the mobile app settings categories.
GoTo Desktop App (v4.3.2) – October 16, 2023
- Fix for remote mouse control not working on some machines when the presenter is on Windows.
- Fix for the meeting window sometimes opened off screen, on the space of an unplugged monitor.
- 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).
GoTo Contact Center- October 13, 2023
- Contact groups: Create contact groups to easily group and organize your contacts. Contacts can be added to a contact group by manually adding individual contacts to a group or through CSV import. Learn more!
GoTo Contacts Experience (Desktop)- September 29, 2023
- Users can now multi-delete contacts in the desktop and web apps. This feature is being released in a phased rollout and may not be available on your account yet.
- Users can now sort contacts alphabetically by name, type, phone, or email.
GoTo Customer Engagement & Contact Center - September 29, 2023
- We’ve just rolled out a highly requested capability to support selling Customer Engagement and Contact Center Products in the same PBX/account. Both products coexist as distinct experiences within GoTo Connect app. Both products seamlessly share all other essential capabilities such as contacts, phone, etc.
- Click here for more information about Customer Engagement.
- Click here for more information about Contact Center.
GoTo Customer Engagement - September 21, 2023
- 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!
GoTo Desktop App (v4.2.1) – September 20, 2023
- 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).
GoTo Contact Center - September 14, 2023
- 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.
GoTo Contact Center - September 7, 2023
- 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!
GoTo Customer Engagement - September 5, 2023
- 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!
GoTo Mobile App - August 30, 2023
- 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.
GoTo Messaging Experience - August 24, 2023
- 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.
GoTo Mobile App - August 8, 2023
- The GoTo mobile app has revamped the contacts categories to become the following:
- Company: Non-editable users added by your system admin.
- Private: Editable contacts added by the individual user, private to the user.
- Shared: Editable contacts added by a user and shared to all other users in the organization. Only available for Shared Inbox users.
- Local: Non-editable contacts retrieved from the user's mobile device, if permission was given by the user in the device's settings.
- Enhanced voicemail notifications: The user is now taken from the notification directly to the corresponding voicemail details screen where the voicemail can be played and the transcript can be read.
GoTo Messaging Experience (Desktop) - August 7, 2023
- Instant Response: Set up instant response in the desktop app and choose the time period and response frequency for your instant response. Learn more!
GoTo Contact Center- August 2, 2023
- Contact Center customers now have the ability to set their auto-queue callback caller wait time threshold to 0. This allows the callback option to always be offered to callers if there are no available agents in the queue. Learn more!
GoTo Contact Center- July 27, 2023
- Enable AI Analysis to produce a sentiment score on your inbox queues so you gain a better understanding on how a chat went and overall customer emotion! Learn more on how to enable this feature on your inbox queues and where sentiment scores can be found in the Contact Center Analytics!
GoTo Desktop App (v4.1.0) – July 26, 2023
- 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).
GoTo Contacts Experience (Desktop)- July 26, 2023
- Customer Engagement customers now have the ability to create contact groups! This new feature makes it easy to identify and organize contacts into groups to send campaigns to. Create groups of contacts by manually adding contacts from your contact list or through batch import. Learn more!
GoTo Contacts Experience (Desktop)- July 20, 2023
- Over the next couple of weeks (as of 7/20/2023), when you select Contacts in the GoTo app, you will view all contacts in the main window, as well as search from the main window instead of the side panel. This is the foundation for more bulk contacts management features to come!
GoTo Contact Center - July 19, 2023
- Interaction overview 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 Interaction overview.
- Summary Tab: The summary tab presents essential call details, including start time, end time, call duration, outcome, agent involvement, last agent engaged, disposition, and associated tags.
- Details Tab: The 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 details view as a .csv file.
- 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!
GoTo Contacts Experience (Mobile)- July 10, 2023
- Shared contact conversation history is now available on mobile! Team members are now able to see the historical conversations of a shared contact, including private and shared inbox interactions.
GoTo Messaging Experience - June 29, 2023
-
- Shared Inbox: New conversations will be automatically linked to a shared contact if the phone number or email provided is a perfect 1 to 1 match to an existing contact. If there are multiple contacts with the same information, a list of contacts with matching information will be suggested to choose from.
- Shared Inbox: Added a new opt-out resolution reason that is automatically used when resolving a conversation because a customer opted out.
- Shared & Private Inbox: Changed the character limit of text messages to 2000 characters.
- Shared & Private Inbox: Added a new sorting option to see Newest or Oldest messages in the Shared Inbox.
GoTo Desktop App (v4.0.0) – June 26, 2023
- 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).
GoTo Contact Center - June 20, 2023
- There are 2 new ring strategies available now in Contact Center! In addition, a few of the existing ring strategies have been renamed. Learn more!!
- All Agents
- Fewest Answered
- Fewest Sent to Agent
- Longest Call Wait
- Longest Inbound Wait
- Random Agent
- Enable call dispositions to allow agents describe the call outcome at the end of a call. Learn more!
GoTo Desktop App (v3.38.0) – June 7, 2023
- 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).
GoTo Messaging Experience - June 1, 2023
- The Private and Shared Inbox experience has been merged together into a single experience where a user can see all messages from all sources in a single location to make prioritization and answering messages a lot easier. Available for Customer Engagement customers only. Learn more!
GoTo Contact Center - May 25, 2023
- Agents now have the ability to pause and resume call recording during a live call when using the softphone. This feature is available for Contact Center customers in a call queue and campaigns. Learn more!
GoTo Contact Center Analytics- May 18, 2023
- Enhanced data filters are now available to GoTo Contact Center Analytics. Utilize [AND / OR] compound data filters to customize data shown on default boards!
GoTo Desktop & Web App - May 18, 2023
- 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.
GoTo Desktop App (v3.37.0) – May 16, 2023
- 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).
GoTo Messaging Experience - May 10, 2023
- 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 - May 3, 2023
- 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!
GoTo Desktop App (v3.36.0) – April 26, 2023
- 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).
GoTo Mobile - April 21, 2023
- 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.
GoTo Messaging Experience (v0.297.1) - April 20, 2023
- 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.
GoTo Customer Engagement - April 5, 2023
- 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!
GoTo Desktop App (v3.35.1) – March 31, 2023
- 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).
GoTo Connect Billing - March 30, 2023
- 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!
GoTo Messaging Experience v0.285.1 - March 30, 2023
- 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.
GoTo Connect Desktop & Web - March 30, 2023
- 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!
GoTo Desktop App (v3.35.0) – March 24, 2023
- 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).
GoTo Customer Engagement - March 22, 2023
- 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.
GoTo Connect Desktop - March 17, 2023
- Users can change which phone number they're using to make outbound calls if you have access to multiple phone numbers. Learn more!
GoTo Messaging Experience v0.279.1 - March 15, 2023
Shared Inbox
- Released Message Assistant feature (OpenAI integration) in Inbox.
- Fixed an issue where creating a new SMS conversation was failing when we were also sending a campaign to a customer.
GoTo Customer Engagement - March 15, 2023
New!!
GoTo Customer Engagement’s AI-enabled Message Assistant preview feature is now available!
- For Campaigns: Simplify the SMS Campaign creation process by generating messages tailored to the campaign’s objective, target audience, and desired call to action. Learn More!
- For Shared Inbox: Suggest responses to incoming messages based on the customer’s previous interactions and generate new messages for outbound communications by entering a few words. Learn More!
GoTo Desktop App (v3.34.0) – March 8, 2023
- 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:
- Mac: Fixed the duplicate menu item (GoTo) after sign-in/sign-out.
- Human Interface Device: Enhanced call control of Jabra devices.
- Stability and performance improvements.
Contact Center - March 7, 2023
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!
GoTo Connect Messaging v0.268.11 - February 16, 2023
- 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.
Shared Inbox v2.202.12 - February 16, 2023
- 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.
Contact Center - January 31, 2023
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!
GoTo Customer Engagement - January 16, 2023
New!
Customer Engagement allows GoTo users to send custom text campaigns to customers in bulk. Team members can also interact and respond to customer's messages using a shared inbox. Learn More!
Use Custom Surveys in your text campaigns to assess your customer's experience! Learn More!
GoTo Mobile App - January 17, 2023
New!
- Caller ID Swap
- Users can change which phone number they're using to make outbound calls in the mobile app if you have access to multiple phone numbers. Learn more!
- Custom Caller ID Settings
- Manage your caller ID settings from the mobile app if you have access to multiple phone numbers. Learn more!
GoTo Desktop App (v3.33.0) – January 12, 2023
- 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
- The MSI for per-machine installation will fail with an error message if it detects a per-user installation in any user profile on the machine. This helps avoid mixed per-user and per-machine installations.
- Windows: The window icon now shows the status indicator (away, busy, disconnected, etc...).
Improved:
- Mac: Closing the main window while in full-screen no longer leads to a black screen.
GoTo Connect Shared Inbox (v2.197.4) - January 12, 2023
New!
- Added the ability to flag a contact as Opt-Out when they do not wish to be part of any future SMS campaigns.
- Added the ability to see the previous Private Inbox history in the Shared Inbox when a phone number is transitioned from private to shared. All conversations are now visible in the Contact Conversation History (old private conversations and new shared conversations).
GoTo Connect Messaging (v0.260.4) - December 16, 2022
- 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
GoTo Desktop App (v3.32.1) – December 8, 2022
- 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:
- Fix for the screen sharing selection dialog sometimes containing empty thumbnails
- Stability and performance improvements