Previously this year, GoTo announced over 100 new features and enhancements for its GoTo Connect offering, which is aimed at helping small and midsize businesses (SMBs) communicate “smarter and faster.” The May 2025 update brings together omnichannel customer experience, practical AI, and simplified administration across the GoTo Connect, GoTo Meeting, GoTo Webinar, and related UCC portfolio.
The release reinforces GoTo’s key focus, which is delivering enterprise-grade communications.
Centralized Communications
The May 2025 release highlights how it unifies all communication channels into an intuitive platform. The platform now offers:
- Enhanced mobile capabilities and new channels so users can manage interactions across email, WhatsApp, etc. on any device.
- An improved unified inbox with performance and design updates, making it easier to switch between conversations without losing context.
Within GoTo Connect CX, a redesigned Inbox Performance & Design upgrade delivers a faster, more efficient workflow for agents and supervisors. For businesses that rely heavily on messaging, the addition of WhatsApp Outbound Messaging means they can now proactively initiate conversations on one of the world’s most popular messaging apps, rather than waiting for customers to reach out first.
The new SMS Messaging Dashboard provides users with deeper insights into messaging activity, including logging sent messages, applying filters for trend analysis, and real-time tracking of key performance. It adds reporting around message activity, helping organizations understand volumes, peak times, and channel effectiveness.
Juggling separate tools for phone, SMS, WhatsApp, and webchat isn’t feasible. GoTo helps SMB users manage it all from one interface, with a shared view of each customer. It also has enhanced mobile functionality, making it easier for teams to manage communications on the go.
Practical AI for Real-World Customer Interactions
While many vendors are talking about AI, GoTo emphasizes “practical AI” applied to specific problems. The May 2025 update introduces or highlights several AI-driven capabilities in GoTo Connect and its contact center offerings:
- AI Receptionist: A 24/7 smart assistant that answers calls, automates routine tasks, and routes customers appropriately, reducing the need for manual call handling.
- AI Quality Management: The software uses AI to help with training, recognition, and quality assurance, analyzing interactions at scale instead of relying only on manual call reviews.
- Topic Flag Detection for Speakers: Part of GoTo’s AI Optimization, this feature highlights focused keywords and phrases within conversations, giving supervisors precise insights into what customers and agents are actually saying.
- Chat Assistant for WhatsApp: Automates the collection of key customer details within WhatsApp interactions, helping teams capture context without slowing down the conversation.
These capabilities are aligned with the broader AI vision outlined in GoTo’s announcement: managing calls 24/7, analyzing agent conversations, and identifying key phrases and speaker insights, all while saving users time and improving customer experiences.
For SMBs, the upside is that AI isn’t presented as a separate, complex add-on. Instead, it’s woven into everyday workflows and can answer calls, score interactions, detect topics, and gather information. The intuitive design makes it easy for users to adopt it, even if they don’t have tech expertise.
Admin Tools that Simplify Communications Management
A third theme of the release is making life easier for admins and non-technical business owners who manage their own communications stack.
New and enhanced capabilities include:
- A Self-Service Portal inside the GoTo Connect admin interface, where customers can discover and purchase add-ons directly, without needing lengthy sales cycles.
- The Edit Sound Clips feature helps users manage audio files. Users can now easily update audios across multiple dial plans as well as fine-tune prompts.
- An account-level “Do Not Record” list. This setting protects sensitive information and helps with compliance for specific lines or roles.
According to the product updates page, these tools have been “shaped by customer feedback” and are designed so that no advanced technical skills are required. Admins can manage products, SMS messaging, and security settings through an intuitive command center.
Collaboration updates across Meeting and Webinar
The May 2025 release also touches GoTo’s collaboration products, closing the loop between customer communications and internal meetings or events.
- Localized Meeting Transcripts in GoTo Meeting help teams “break language barriers and support multi-lingual collaboration,” making it easier to work across regions.
- Webinar Polls for Mobile enable hosts to access, launch, and share polls directly from a phone or tablet, which is particularly useful when running events on the move.
These enhancements sit alongside the communications updates, reinforcing GoTo’s position as a unified communications and collaboration (UCC) provider rather than a point solution.
What this Means for SMB Communication Strategies
The product updates highlight GoTo’s commitment to providing SMBs with comprehensive omnichannel and AI capabilities in a package they can actually manage.
Abhishek Ghosh, Principal Analyst at QKS Group, states, “GoTo’s unveiling of over 100+ next-gen features earlier this year was a decisive move that significantly narrowed the innovation gap when compared to its leading UCaaS peers. Long regarded as a niche vendor, GoTo demonstrated strong strategic intent by doubling down on AI-driven functionality, omnichannel communication, and intuitive management tools tailored for SMBs. This release reaffirmed its stronghold in the SMB market while elevating its position as quite a strong contender in the broader unified communications space.”
For existing GoTo Connect customers, the practical steps will be to:
- Explore which of the new features, especially AI Receptionist, WhatsApp tools, and quality management, are available in their country, as several are currently only available in select countries.
- Review admin policies around call recording and compliance, now that a Never Record List is available.
- Align reporting workflows to make use of the SMS Messaging Dashboard and conversation analytics.
For prospective customers, the release signals that GoTo is investing heavily in:
- True omnichannel CX (voice, email, SMS, WhatsApp, webchat, and social in one place),
- Embedded AI that targets real operational pain points, and
- Simplified management tailored to lean IT and operations teams.
Combined with insights shared at GoTo’s GoFurther digital event on June 17, 2025, which explored broader trends in IT and communications, these updates position the company as a serious UCC contender for SMBs looking to modernize without adding complexity.
In short, the May 2025 GoTo Connect release focuses on comprehensive enhancements rather than introducing a single prominent feature. For SMBs under pressure to deliver better customer experiences with limited resources, that combination is exactly where the value lies.