GoTo Connect is the all-in-one communication platform, bringing together the most comprehensive suite of customer experience tools. With new updates that combine omnichannel customer experience, powerful AI solutions, and effortless management, GoTo Connect enables small and midsize businesses to communicate smarter, faster, and better. Explore how this collection of enhancements redefines communication with ease.
New Updates for GoTo Connect
The AI that never sleeps to deliver always-on, better service faster
Introducing your 24/7 partner for exceptional customer service and streamlined operations with GoTo Connect’s AI Receptionist add-on. Effortlessly set up this virtual receptionist to ensure no call goes unanswered, while automating tasks like call routing to reduce wait times and unnecessary workloads. With real-time reporting, multi-language support, and actionable information capture, GoTo Connect’s AI Receptionist add-on is the smart, affordable solution for small businesses seeking efficiency and service excellence. Available as an add-on across the GoTo Connect portfolio.
Discover and purchase add-ons effortlessly within GoTo Connect’s admin portal
Explore powerful features included in your current plan or browse add-ons with our new self-serve catalog in GoTo Admin. Learn more about powerful add-ons available to you without needing to contact a GoTo representative to request quotes. Designed for improved discoverability and ease of use, customers can unlock new capabilities instantly, simplifying your workflow.
Simplify audio management with the ability to edit audio files directly across multiple dial plans
Make managing audio files effortless with this highly requested editing feature. Instead of deleting, re-uploading, and reassigning audio files across multiple resources like dial plans, you can now edit the file directly and apply changes everywhere in one step. Whether updating a “Welcome message” used across five dial plans or fine-tuning a prompt, this streamlined solution saves time and reduces hassles for your team.
Protect sensitive information with the new ‘Do Not Record’ setting for call extensions
Designed to safeguard privacy on designated extensions, ensure sensitive conversations remain private with an account-level “Do Not Record” list. This ensures that even ongoing call recordings are automatically silenced on sensitive extensions, providing an extra layer for confidential discussions so you can maintain strict compliance and privacy standards without disrupting your workflow.
More new features and enhancements in GoTo Connect
- Auto-Record Meetings: Activate the auto-record setting to automatically capture all your meetings.
- Local Presence Dialing: Make local calls using the same area code as the recipient.
- Localized Meeting Transcripts: Automatically generate meeting transcripts in additional languages.
- Visual Fax for Mobile: Send and receive faxes directly from mobile devices.
- Schedule-Based Do Not Disturb: Configure personal working hours directly from the GoTo app and across any device.
- Search Upcoming Meetings: Search and quickly find any meeting within the upcoming meeting list.
New Updates for GoTo Connect CX
A redesigned inbox to experience a faster, easier-to-use, and more efficient workflow
Experience the enhanced unified inbox, specifically designed to simplify organization and streamline your workflow. With a focus on performance and ease of use, this powerful overhaul lets you organize and search effortlessly, saving you time and minimizing frustration.
Initiate impactful conversations with customers from WhatsApp effortlessly
Break free from the 24-hour response window on WhatsApp. Designed to enhance communication and flexibility, businesses can now send WhatsApp messages using pre-approved templates directly from the unified inbox. Whether you’re following up or driving engagement, create effortless connections with customers and contacts at any time.
Automate key customer detail collection from WhatsApp interactions
Take your WhatsApp interactions to the next level with the fully integrated chat assistant to streamline conversations and improve efficiency. With support for multi-lingual translations, including Spanish and Portuguese, businesses can now deliver smart, personalized, and efficient customer service on WhatsApp tailored to your business needs.
Gain deeper insights into messaging activity with our new SMS reporting dashboard
Our new SMS reporting dashboard allows admins to log all sent messages, apply filters to analyze trends, and track key performance in real-time. Dive into full conversations to address escalations, monitor messaging quota usage, and identify unusual activity or delivery issues. With robust analytics, this dashboard provides the control and flexibility needed to optimize customer communication effectively.
More new features and enhancements in GoTo Connect CX
- GoTo Connect CX for Automotive: An AI-powered communications platform purpose-built for dealerships, streamlining every interaction from closing deals to scheduling service.
- Deep Linking in Analytics: Drill down into specific calls with shareable links.
- Additional Integrations: Sync GoTo Connect with more common CRMs including ConnectWise, PipeRun, Zoho Desk, and Zendesk Sell.
- Email Support: Handle incoming email directly in the unified inbox across any device.
- Mark Unread in Unified Inbox: Mark any conversation as unread to help better manage the workflow.
- Move Conversations in Unified Inbox: Give access to move a conversation to any inbox.
- WhatsApp Reactions: View, receive, and send emoji reactions across any WhatsApp conversation.
- SMS Campaign Enhancements: Easily copy and paste multiple numbers directly from a CRM or list.
- Improved Admin Experience for Unified Inbox: Admins can easily configure the unified inbox across all products.
- WhatsApp Outbound: Initiate WhatsApp conversations with customers using pre-approved templates.
- Inbox History Workflow: Share full inbox conversations from closed SMS/WhatsApp messages to your CRM through CRM integrations.
New Updates for GoTo Connect Contact Center
Improve training, recognition, and drive quality assurance with AI for your contact center
Power your quality management process with automated call scoring with the AI Quality Management add-on. Pinpoint areas for coaching and training, recognize top-performing agents, and eliminate human bias in evaluations—all with real-time insights. Say goodbye to lengthy audits and hello to an efficient and proactive approach to quality assurance tailored for modern contact centers.
Access precise insights on focused keywords and phrases with AI Optimization’s newest feature
Gain clarity in your call analysis with the upgraded topic flag detection feature. Available in the AI Optimization add-on, supervisors can now configure AI-driven detection to specify whether keywords or phrases were spoken by the caller or the agent during calls. This added precision helps identify conversation trends, improve call outcomes, and deliver targeted coaching to allow businesses to optimize performance with more actionable insights tailored to each interaction.
More new features and enhancements in GoTo Connect Contact Center
- Abandoned Calls Wallboard Widget: Better visibility and alerting for abandoned calls on the Supervisor Wallboard.
- Scoring Improvements for AI Quality Management: Approve & reject evaluations with improved score filtration and feedback.
- Custom Dispositions: Categorize queue calls based on outcomes with customizable dispositions.
- Export Improvements for Analytics Board: Duration-based metrics are now available in HH:MM:SS format on export.
- Improved Leave Reason to Outcome Mapping: View enhanced and detailed reasons for "Left Queue."
- Ready Duration for Supervisor Dashboard: View how long agents have been in "Available" status to adjust workloads.
Get started today with the new features and functionality across the GoTo Connect platform.
We’re excited to share these new improvements, so join us in our upcoming webinar where we’ll cover the latest updates and more!
