GoTo Connect – Customer Engagement Pro

GoTo Customer Engagement Pro is a tool designed to help businesses communicate with their customers more effectively. It combines multiple communication channels—like text messaging (SMS), email, and social media messaging—into one platform, making it easy to manage customer interactions. 

 GoTo Customer Engagement Pro is primarily focused on digital engagement tools. It provides businesses with a centralized platform to communicate with customers through digital channels like SMS, email, and social media messaging. The platform is designed to automate, personalize, and streamline digital interactions, making it easier for businesses to stay connected with customers without needing multiple separate tools.

GoTo Customer Engagement Pro is a comprehensive platform designed to enhance how businesses interact with their customers across various digital channels. Its key features include:

• Multichannel Inbox: Consolidates customer communications from SMS, WhatsApp, webchat, social media channel such as Facebook and Instagram into a single, shared inbox for streamlined management.
• Webchat Integration: Enables real-time, personalized responses to customer inquiries directly from your website, enhancing user experience.
• AI-Powered SMS Campaigns: Allows the creation of personalized SMS campaigns using AI tools, including scheduling and automated messaging.
• Campaign Templates: Offers a library of predefined templates tailored for various goals and industries, simplifying the campaign creation process.
• Custom Contact Fields: Enables the addition of unique customer information fields, allowing for more personalized interactions.
• Dynamic Segmentation: Supports the creation of customer groups based on real-time data, ensuring targeted and relevant messaging.
• Enhanced Campaign Analytics: Provides detailed performance metrics for campaigns, aiding in the assessment and optimization of engagement strategies.
• Shared Contacts and Conversation Notes: Allows team members to share customer contact information, tags, and notes in a centralized database for informed interactions.
• Custom Surveys: Facilitates the creation of surveys with various question formats to gather customer feedback and insights.
• New Chat Message Notifications: Provides visual and audio notifications for incoming messages, ensuring timely responses.
• Real-Time Typing Status Indicators: Displays when a customer or team member is typing, enhancing engagement and communication flow.
• Flip to Call/Meeting: Allows seamless transition from text-based communication to voice or video calls directly from the conversation view.

These features collectively empower businesses to manage customer interactions more effectively, fostering stronger relationships and improving overall customer satisfaction.

Who It’s For:

• Small and medium businesses that want to improve customer communication.
• Companies that rely on SMS and email for promotions, reminders, or support.
• Businesses looking to automate and streamline their customer engagement.

In short, it’s for any business that relies on digital communication to engage customers, automate responses, and streamline interactions.

Multi-channel Inbox

At the core of GoTo Customer Engagement Pro is the Multichannel Inbox, which serves as a centralized hub for managing customer interactions across different digital channels. The Multichannel Inbox makes it easier for businesses to manage customer interactions in a centralized, efficient, and organized way—resulting in better response times and improved customer satisfaction.

1. Unified Message Hub

• Collects messages from SMS, email, webchat, WhatsApp, and social media into one place.
• Eliminates the need to switch between different apps to check customer inquiries.

2. Conversation Management

• Messages are threaded so that customer history is always available.
• Team members can assign, tag, and prioritize conversations for efficient follow-ups.

3. Real-Time Notifications & Typing Indicators

• Alerts notify staff when a new message arrives to ensure quick responses.
• Typing indicators show when a customer is actively engaging, helping businesses respond in real-time.

4. AI & Automation Features

• Automated responses handle FAQs and common inquiries.
• Chat routing directs messages to the right team members based on topic or priority.

5. Team Collaboration Tools

• Multiple agents can share customer notes and contact details within the inbox.
• Internal comments help teams coordinate on customer interactions.

6. Flip to Call or Meeting

• If a conversation needs more discussion, businesses can seamlessly switch to a voice or video call from the inbox.

GoTo Web Chat

GoTo Web Chat is a feature within GoTo Customer Engagement Pro that enables businesses to engage with website visitors in real time. It provides a seamless, automated, and interactive chat experience to improve customer support, lead generation, and overall engagement.

Key Features of GoTo Web Chat:

1. Live Chat on Your Website

• Visitors can chat with your team in real-time without leaving your site.
• Helps businesses answer questions instantly, reducing drop-offs.

2. AI-Powered Chatbots & Automated Responses

• AI chatbots can handle common inquiries and FAQs automatically.
• Reduces workload for support teams by answering routine questions.

3. Seamless Integration with Multichannel Inbox

• Web chat messages appear alongside SMS, email, and social media messages in the unified inbox.
• Ensures a consistent customer experience across all platforms.

4. Customizable Chat Widget

• Can be branded to match your website’s look and feel.
• Customize greetings, automated responses, and button placements.

5. Lead Capture & CRM Integration

• Collects visitor names, emails, and phone numbers for follow-ups.
• Can integrate with CRM tools to track and manage leads.

6. Real-Time Notifications & Agent Collaboration

• Alerts your team when a visitor starts a chat.
• Conversations can be transferred between team members as needed.

Additional features that enhance the functionality of the Web Chat:

Chat Assistant

The chat assistant is ideal for automating answers to common questions that have a simple answer such as:

• What are your hours?
• Where is the pickup warehouse located?

Instead of having an agent available to answer common, simple questions, you can configure your chat assistant to automatically answer commonly asked questions. If a customer chooses or enters a value not recognized by the assistant, they are immediately routed to an agent, reducing potential frustration and ensuring high-grade service.

This feature is only available for inbox queues, specifically the WhatsApp, webchat and SMS channels currently.

There are currently 4 options you can offer when building your Chat Assistant: 

• Say something – Use this to send a custom message to your customer. For example, crafting a welcome message and/or providing specific answers to questions for your customers to view.
• Offer Choices – Use this to create customized choices for your customers to choose from within an active chat, such as, “See operating hours”, “View our return policy”, or “Chat with customer service”
• Add tags – Use this to add one or more tags to the conversation. This is useful for categorizing your conversations so you can more easily search your chat histories and see your top conversation topics.
• Send to an agent – Use this to send the conversation to a live agent. You can add a custom message for the customer to see during the transfer process. The full chat history up to this point will be visible to the agent in their chat window.

Benefits:

• Reduces response times and improves customer experience.
• Allows businesses to handle more inquiries without increasing staff.
• Ensures customers always receive a response, even when agents are unavailable.

GoTo Survey 

GoTo Survey is a feature within GoTo Customer Engagement Pro that allows businesses to create and distribute surveys to gather valuable customer feedback. It helps businesses understand customer satisfaction, improve services, and make data-driven decisions.

Customizable Surveys – Create surveys with multiple question types, including:

• Multiple-choice
• Star ratings
• Text-based responses

Automated Survey Distribution – Send surveys via: 

• SMS (text message)
• Email
• Web Chat (post-chat follow-up surveys)

Real-Time Analytics & Reporting – Track responses and generate insights on customer feedback.

Seamless Integration – Survey results appear in the multichannel inbox and can integrate with CRM tools for better tracking.

Personalized & Targeted Surveys – Send specific surveys based on customer interactions, purchases, or service experiences.

Why These Features Matter

By combining Web Chat, Surveys, and Chat Assist, businesses can:

✔️ Engage customers efficiently on their website.

✔️ Gather feedback to improve services.

✔️ Automate responses to save time and enhance support.

Engagement on Social Media

GoTo Customer Engagement enables businesses to manage and respond to customer interactions on social media platforms directly through the Multichannel Inbox. This helps streamline communication across various social channels, ensuring a consistent and responsive experience for customers.

Multichannel Support

• Integrates with major social media platforms including Facebook and Instagram.
• Conversations from social media are gathered in one centralized inbox along with SMS, email, and web chat messages.
• Ensures consistent engagement across all channels from a single platform.

Real-Time Notifications

• Receive instant notifications when a customer engages with your business on social media, ensuring timely responses.
• Helps businesses stay on top of all interactions and provide faster customer support.

Analytics & Reporting

Access data on social media engagement to measure response times, customer satisfaction, and engagement trends.

 GoTo Engagement Pro Integration with WhatsApp

GoTo Customer Engagement Pro offers integration with WhatsApp to help businesses provide seamless, real-time support and engage customers directly through the popular messaging platform. By connecting WhatsApp to GoTo Engagement Pro, businesses can manage all customer interactions in one unified platform, enhancing customer communication, engagement, and support. 

Unified Inbox

• WhatsApp messages are integrated into the multichannel inbox alongside other communication channels (email, SMS, web chat, and social media).
• This ensures that businesses can manage all customer interactions in a single, centralized location.

Real-Time Messaging

• Engage with customers instantly via WhatsApp using text, media (images, videos, and documents), and quick replies.
• Provides a fast and convenient way to address customer questions, concerns, and service requests.

Users can now communicate directly with their customers via the WhatsApp channel across web, desktop, and mobile within the shared inbox. Users can listen to audio messages and call back WhatsApp customers directly from GoTo Connect.

Engagement via email

The Goto email integration with Engagement Pro’s Shared Inbox centralizes email communication within the platform, allowing teams to collaboratively manage customer inquiries. This integration routes predefined email addresses to a GoTo Shared Inbox. The Shared Inbox enables multiple users to access, respond to, and collaborate on emails in real-time, improving efficiency and reducing the risk of missed messages. By consolidating communication in one place, the integration speeds up response times, enhances customer service, and provides agents with a full view of previous interactions for more personalized support. 

The integration is achieved by setting forward rules on your existing email address, which automatically forwards copies of incoming emails to a unique email address assigned by GoTo for the Shared Inbox. This email address is exclusive to the Shared Inbox, ensuring that all forwarded emails are centralized in one location. By using this forwarding setup, businesses can seamlessly direct email communications from their existing email system into the Engagement Pro platform. This method ensures that emails are routed directly to the shared inbox, where all authorized team members can access, read, and respond to them, streamlining workflow and improving team collaboration.

GoTo SMS Outbound Campaigns 

GoTo SMS Outbound Campaigns allow businesses to send bulk SMS messages to a list of recipients for marketing, notifications, or engagement purposes. These campaigns can be automated and scheduled to reach customers with timely, personalised messages.

Key Features:

• Mass Messaging: Send SMS to a large group of contacts at once, helping to reach customers with promotions, updates, reminders, or alerts.

• Personalization: Customize messages with contact-specific details like name or order status.

• Scheduling: Plan and schedule campaigns for optimal delivery times.

• Tracking and Reporting: Monitor campaign performance, such as delivery rates, engagement, and response rates.

• Opt-out Compliance: Ensure compliance with opt-out laws, allowing customers to easily unsubscribe from future messages.

 These campaigns are ideal for promotions, appointment reminders, or customer updates, providing an effective way to engage with a wide audience.

To use GoTo SMS Outbound Campaigns, you will need the GoTo Connect CX license or the Customer Engagement Pro add-on for Standard license users. This license includes the ability to send bulk SMS messages, set up outbound campaigns, and utilise the advanced features like tracking, scheduling, and automation for SMS outreach.

Begin by uploading or importing your contact list, which could include customers who have opted in for marketing or notifications. From there, you can create a new campaign by choosing your message content, which can be personalised with customer data like their name or purchase information. 

GoTo Connect allows you to schedule the delivery time to ensure your messages reach recipients at optimal times. After configuring your campaign, you can track its performance with built-in analytics, monitoring delivery rates, engagement, and responses. 

The system also supports compliance with opt-out laws, allowing you to include easy opt-out instructions for recipients. Overall, the process is designed to be user-friendly and efficient, ensuring that even small teams can run effective SMS campaigns with minimal setup time.

GoTo SMS Message Assistant 

The GoTo SMS Message Assistant helps businesses craft SMS messages for campaigns by providing guidance and message suggestions tailored to the desired tone and campaign type. 

When setting up a campaign, the user can specify the campaign’s goal—whether it’s a promotion, customer feedback request, event reminder, or service update—and select the tone they want the message to convey, such as friendly, professional, urgent, or casual. Based on these inputs, the AI generates SMS message drafts that align with the specified tone and objectives.

For example, if the campaign is a promotional offer, and the user selects a friendly tone, the assistant might generate a message like:

“Hey [Customer Name], we’ve got an exclusive offer just for you! Get 20% off your next purchase with code SAVE20. Don’t miss out!”

If the campaign type is an appointment reminder with a professional tone, the assistant might suggest a message like:

“Dear [Customer Name], this is a reminder of your appointment with [Business Name] on [Date] at [Time]. We look forward to seeing you.”

The AI also helps with structuring messages that are concise, clear, and effective for SMS delivery, while making sure the content aligns with the campaign’s purpose. It gives users the ability to refine or modify suggested messages based on their preferences, ensuring that each SMS feels authentic and engaging for the target audience. This tool streamlines the message creation process, saving time and enhancing the effectiveness of SMS marketing campaigns.

Whether you’re looking to automate your SMS campaigns, manage inbound and outbound messages, create personalised responses, or make use of advanced tools like AI-driven message assistance, GoTo Connect offers a broad range of functionalities to help optimise your business’s communication efforts. Additionally, the platform’s ability to integrate with other communication channels ensures that your business can maintain a consistent and effective messaging experience across all touch-points. By utilising these SMS features, you cannot only save time and reduce manual effort but also foster stronger customer relationships and improve your overall service quality. 

Should you have any questions or require further clarification on any aspect of these features, please don’t hesitate to reach out—we’re here to assist you every step of the way.

Conclusion

Goto Connect Customer Engagement Pro empowers businesses with a seamless, omnichannel communication platform that enhances customer interactions and streamlines team collaboration. By integrating email, SMS, voice, Chat Bot and Social Media connections into a centralized interface, businesses can provide faster, more personalized support while ensuring no inquiry goes unanswered. The shared inbox, intelligent automation, and robust analytics help teams work more efficiently, improving response times and customer satisfaction. As customer expectations continue to evolve, Goto Connect Customer Engagement Pro equips businesses with the tools they need to stay connected, responsive, and ahead in delivering exceptional customer experiences.