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Need major improvement to use goto connect app chatting

cchanlim

Hi,

We recently started using GoTo Connect and have been enjoying its Contact Center features. However, the limited chat functionality is affecting our team’s ability to collaborate effectively.

We have encountered the following issues and limitations:

iOS and Android mobile apps:

Only one image can be attached per message.
After sending a photo, the app sometimes freezes while loading or sending another image, significantly slowing down work for mobile users.
When composing a new message, tapping “+” allows users to take a photo but does not provide an option to record a video. Videos also cannot be sent through the mobile apps.
Users do not receive notifications for Team Chat messages.
Message text cannot be selected or copied.

General chat functionality:

Neither Team Chat nor Direct Chat provides read receipts, so users have no way of knowing whether their messages have been read. As a result, they must ask each recipient individually to confirm receipt.
The in-app image viewer offers limited options for enlarging images, and there is no built-in media player.
Messages cannot be edited after they are sent.

Could you please confirm whether these are known limitations or issues and let us know whether any workarounds or improvements are available or planned?

Thank you.

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Comments

cchanlim

I just did retest regarding smart phone app picture sending, and now it is working fine. Sending was flawless and receiving takes some minutes but able to receive the pictures. Thank you!

We are actively using GTC chatting daily and if you are interested on revamping the chat functionality that would be awesome!

KateG

Welcome to the Community, @cchanlim

Thank you for taking the time to document this so thoroughly. The items listed are known and not issues.

However, If you have more information on the devices/OS that are freezing when sending a image it would be good information to pass to the team. Have you noticed any patterns around this?

Updates to the team chat and direct chat are not currently on the product roadmap, so I can't point you to a timeline for improvements at this time.

I've noted this post internally so your specific use cases are visible to the product team. While I can't guarantee any of these will be prioritized, documented customer impact does inform roadmap conversations over time.

Thank you again for your feedback, it's good to hear what new users are experiencing. Please do let us know if you have any further questions or feedback. It's very helpful.

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