Reference · built on requestConnectorVoice & contact center

GoTo Connect

Call events, call reports, queue metrics, recordings, and messaging from GoTo Connect, with call and queue actions.

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About

GoTo Connect is GoTo's cloud phone system and contact center. Its developer portal publishes one set of GoToConnect APIs under api.goto.com: Voice Admin, Users, Calls, Call Events, Call Events Report, Call Reports, Call History, Call Control, Contact Center Analytics, Recording, Presence, Messaging, and a Notification Channel API that pushes events to your webhook. Access tokens come from GoTo's OAuth 2.0 service and carry a scope per API.

Through Fibric, an operator follows a call from STARTING to ENDING, reads the completed summary and its recording, and proposes the next step: a click-to-call, an agent moved into a queue, a recording paused, or an SMS. Once you approve, the action runs once and leaves a receipt.

This is a reference listing. It documents what Fibric would read from GoTo Connect and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Live call state through Call Events: GET /call-events/v1/conversation-spaces and STARTING, ACTIVE, and ENDING events on a subscription
  • Completed calls through GET /call-events-report/v1/report-summaries, with caller, participants, callerOutcome, and recording ids
  • Call detail records by user, phone number, and caller through Call Reports v1, retained for 13 months
  • Queue caller details, historical queue metrics, and agent status through Contact Center Analytics v1
  • Recording audio and transcriptions through the Recording API, announced by RECORDING_UPLOADED and RECORDING_TRANSCRIPT_UPLOADED events
  • Users, lines, and presence through the Users v1 and Presence v1 APIs
  • Webhook delivery for every subscription through Notification Channel v1, signed when you set a sharedSecret

Proposed actions

  • Target capability: propose a click-to-call from a line through POST /calls/v2/calls
  • Target capability: propose logging an agent into or out of a call queue through the Voice Admin Call Queues endpoints
  • Target capability: propose starting, pausing, or unpausing a recording on a call leg through Call Control v1
  • Target capability: propose an outbound message on SMS, WhatsApp, or email through POST /messaging/v2/accounts/{accountKey}/messages
  • Target capability: propose a blind transfer or hangup of a call leg through /call-control/v1/call-legs/{legId}

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Summarize a finished call

    A REPORT_SUMMARY notification names the recording and transcript ids for each participant. The operator fetches the transcript from the Recording API and proposes a summary for the record you choose.

    With Call Summary

  • Prove a promised callback happened

    Report summaries filtered by userKey and time show whether an outbound call to the customer's number reached callerOutcome NORMAL. The operator marks the promise kept or proposes a reminder.

    With Callback Promise

  • Rebalance a queue within the day

    Historical queue metrics and agent status show where callers wait. The operator proposes logging named users into the busy call queue; a supervisor approves with one click.

    With Intraday Balance

  • Turn transcripts into coaching notes

    When RECORDING_TRANSCRIPT_UPLOADED fires, the operator reads the transcript and proposes a short note for the agent's coaching file, with the call summary attached as evidence.

    With Coaching Notes

Requirements

  • A GoTo Connect account and an OAuth client created in the Client Management Portal with the scopes each API names
  • View Reports or Super Admin permission on the user behind the token for Call Reports
  • Admin or Super Admin permission for Voice Admin and for the /call-legs/ endpoints of Call Control
  • The Contact Center Complete license for Contact Center Analytics
  • An HTTPS endpoint on port 443 that accepts POST and answers within 4,000 ms for notification channels
Authentication
OAuth 2.0 Authorization Code Grant at authentication.logmeininc.com/oauth with a client from the Client Management Portal, requesting scopes such as cr.v1.read, call-events.v1.events.read, and voice-admin.v1.write.

Limits

  • Call Reports keeps 13 months of data; a token for a user in several organizations must pass organizationId
  • The Recording API is in beta; access is requested from developer-support@goto.com
  • A conversation space stores at most 250 call events; the ENDING event sets metadata.truncated when events were dropped
  • Webhook notifications are limited to 1 MB, retried up to 2 more times on 5XX, and a channel unreachable for 7 days is deleted

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

How does GoTo Connect deliver call events to my server?
Create a webhook notification channel with POST /notification-channel/v1/channels/integrations, then subscribe it to Call Events, Call Events Report, Recording, or Presence notifications. Only HTTPS POST endpoints on port 443 are accepted. Set a sharedSecret and GoTo signs each notification with Digest, Signature-Input, and Signature headers.
Which API replaces the Real Time API?
GoTo has marked the Real Time API deprecated. The Call Events API carries live call state and the Call Events Report API carries the view of calls after they end. GoTo asks integrators to contact developer-support@goto.com if a Real Time feature is missing from those two.
Do I need a special license for contact center data?
For Contact Center Analytics, yes. The token must represent a Super Admin or Admin in an organization that holds the Contact Center Complete license, with the queue-caller.v1.read and cc-analytics.v1.agent-status.read scopes. Call Events Report summaries are available to all accounts without extra licenses.
Ask about GoTo Connect

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with GoTo Connect through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy