Hi GoTo Connect Community,
We've had a busy summer — here's a high-level look at what's been released recently. There's a lot to cover, so if you have questions about any of these updates, drop them in the comments and we'll get you answers.
Real-Time Call Transcription: Softphone, Attendant Console & Supervisor Dashboard
Agents, supervisors, and attendant console users can now see live call transcriptions directly inside the GoTo App, without waiting for a recorded transcript to process after the call ends.
Business phone users in the Softphone, office managers in the Attendant Console, and Contact Center Supervisors can all access live call text as the conversation happens. When audio is unclear, accented, or noisy, users no longer have to ask callers to repeat themselves. Those who need to monitor calls silently can now read instead of listen, covering more ground with less effort.
Softphone user & CC Agent
A new Live Transcription toggle is now available in GoTo App > Settings > Voice (under Call). When enabled, a transcript drawer appears in the softphone during active calls, showing the conversation in real time.
Attendant Console Users
A transcript icon appears on monitored calls. Clicking "View Live Transcript" opens a full, searchable live transcript panel.
NOTE. Attendant Console user also need to enable Live Transcription from the setting page mentioned above
CC Supervisors
Supervisors can click on an agent in the Activity Table and select "Live Transcript" to view the real-time transcript. From that same view, supervisors can pivot directly into Listen, Whisper, or Barge at the click of a button.
Number Reputation Management
Number Reputation Management is a new paid add-on that protects outbound phone numbers from being labelled as spam, scam, or fraud by mobile carriers and analytics providers. By verifying your business, registering your numbers, and continuously monitoring reputation status across AT&T, Verizon, and T-Mobile, it ensures your calls always get connected to your customers. Available in four tiers based on the number of lines to protect.
Click here for more information.
Historical AI Insights (GoTo Connect Automotive)
Automotive dealerships running on GoTo Connect for Automotive can now get AI-powered historical visibility into how their teams are handling appointment and sales conversations, directly inside the Interaction Overview.
On top of that, we've added new filters in Call Reports so managers and analysts can quickly slice call data by appointment and sales opportunity outcomes. Together, these updates give automotive customers the reporting depth they need to coach teams, hit operational standards, and better compete in the dealership communications space.
AQM Evaluations Analytics Board + Passing Score
QA managers and CX leaders using AI Quality Management now have a dedicated analytics board with agent comparisons, leaderboards, and passing scores — making it easier to track performance and set clear quality benchmarks.
With the Quality Evaluations Analytics Board, your QA team can now see exactly which evaluation questions agents are failing most and compare that across your whole team right in the analytics portal. You get all the tools you already use: exports, scheduled reports, saved filters. It's built for the QA manager who needs answers at scale, not just one call at a time.
For more information see this article and this article.
Microsoft Teams to GoTo Presence Sync
If your organization uses both Microsoft Teams and GoTo Connect, your Teams presence status (Available, Busy, Do Not Disturb) will now automatically sync into GoTo Connect, keeping your availability accurate across both platforms.
To configure, Admins see this article and users see this article.
Access Enforcement on Call Reports (Contact Center)
GoTo now gives your admins full control over exactly what Call Reports data each Contact Center Supervisor can see — whether that's all calls, just their team, or only their own. It's a privacy win that lets you match data access to each supervisor's actual role and responsibilit
For more information see Call Reports Board, Assign a user group manager in GoTo Admin, and Create a custom role and assign a User in GoTo Admin.
GoTo Browser Side Panel
Agents can now call, message, and view conversation history directly from a GoTo side panel in their browser — no need to switch tabs or leave their CRM or web app.
Try it today!
As always, we'd love to hear how these updates are working for you. Share your thoughts in the comments below
