GoTo Connect

Score8 out of 10

483 Reviews and Ratings

Community insights

TrustRadius Insights for GoTo Connect are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Ease of Integration: Users have praised the platform for seamlessly integrating chat, video, and audio features for collaborative meetings. Mobile App Functionality: Reviewers appreciate the well-liked mobile app that allows easy conduct of meetings, screen sharing, and call forwarding. Customizable PBX System: The user-friendly and customizable PBX system is highly valued for its ability to customize ringtones and hold music. Excellent Customer Service: Users value the excellent customer service provided by GoTo Connect, along with high-quality and reliable internet-based systems. Templates for Messages: The utilization of templates for messages is highlighted as a positive aspect by users. Intuitive Admin Portal: The intuitive user interface on the admin portal is commended for its simplicity and cleanliness. Great VoIP Quality: Users find the VoIP quality great in GoTo Connect, especially considering the price point.

Reviews

288 Reviews

Can't recommend GoTo enough

Rating: 10 out of 10

Incentivized

May 8, 2026

Use Cases and Deployment Scope

We use GoTo Connect for our VOIP system. All users within our company are assigned a number. Call quality has been excellent. It addressed the need to have external communication with clients, call forwarding to mobile devices to keep our internal users personal numbers private but still allowing mobile access to business calls.

Pros

Easy portal
Excellent quality / uptime
Good communication

Cons

Portal can always be improved upon
More AI features for offboarding/reassigning devices etc

Likelihood to Recommend

Any environment needing VOIP services, GoTo would be great for.

I can't think of any scenarios that would not fit the use case for GoTo Connect as long you need communication!

Verified User

Administrator in Information Technology (501-1000 employees)

Vetted Review

5 years of experience

GoTo Connect

Rating: 10 out of 10

Incentivized

May 6, 2026

Use Cases and Deployment Scope

We use GoTo Connect as our primary phone system. We love the fact that if there is an internet issue, we are still able to receive calls from the soft phone options. It is great that many clients send pictures of error codes via text. The dial plan is easy to adjust, and the admin portal is easy to use. We are happy with almost everything that GoTo Connect has, except for the integrations with CRM tools being so expensive.

Pros

Soft phone App
User friendly portal
Great support team

Cons

The connection to outside tools
Registration texting make it a little easier on the client.
make it a little easier to change voice recordings from the soft phone.

Likelihood to Recommend

We are partnered with GoTo and have brought on multiple of our clients also to use your product. We are happy with the partnership that we have with your company and hope that we can both continue to grow.

Samantha Iler-Whitely

Office Manager in Quality Assurance at Iler Networking & Computing (1-10 employees)

Vetted Review

Reseller

8 years of experience

View profile

A Game-Changer for Remote Work and VoIP Services

Rating: 10 out of 10

Incentivized

May 5, 2026

Use Cases and Deployment Scope

We have GoTo Connect for VOIP services. We started using it during COVID when employees were forced to work from home. It solved a major problem for us, where our employees previously needed to use their personal phone lines to reach out to clients. We have used GoTo Meetings but we still mostly use ZOOM, even though I'd prefer to get our company to use GoTo Meetings because I like the meeting room url and think it would be an improved experience with our clients instead of sending them a ZOOM link via email.

Pros

Admin UX
Sidecar Programming
Ring Plans

Cons

Redtail Integration could be improved
If you could program the buttons on polycom phones
A way to see other line status without sidecar

Likelihood to Recommend

For VOIP, it has done a perfectly reasonable job for us. Operationally, we are able to make adjustments in the PBX area like assigning Ring plans when one of our receptionists is not working that day. We appreciate the improvements made to the Admin area like allowing a sidecar template. What used to be a PITA repetitive workflow is now significantly more streamlined.

Verified User

Engineer in Finance and Accounting (11-50 employees)

Vetted Review

6 years of experience

Bob Johnson Auto Group GoTo Connect Review

Rating: 10 out of 10

Incentivized

May 5, 2026

Use Cases and Deployment Scope

GoTo Connect helps us with Customer Communications from Text to Phone, and the GoTo AI Receptionist along with GoTo's integrations with our CRM and Service Scheduler allow us to decrease expense and increase revenue.

Pros

Telephony to include AI Call Quality Review
Text Communications and Campaigns
Analytics and Reporting on all channels

Cons

Looking forward to the release of AI inside Text/Chat
Looking forward to additional integrations with other software platforms
Looking forward to GoTo adding even more to the GoTo App

Likelihood to Recommend

GoTo Connect is constantly developing and enhancing their software to bring our business more solutions to improve the customer experience, and the User Interface to customize just about anything is very intuitive and easy to learn.

Dave Greenly

eCommerce Director in Customer Service at Bob Johnson Auto Group (1001-5000 employees)

Vetted Review

3 years of experience

View profile

Dependable communication tool.

Rating: 10 out of 10

Incentivized

January 9, 2026

Use Cases and Deployment Scope

We use GoTo Connect for internal collaboration, client clarification calls, and discussions during deployment or production issues. It lets our team members instantly connect through the desktop app, review call history, and continue discussions without switching platforms. It helps to keep our communication structured and lets us focus on development and debugging tasks.

Pros

Desktop and mobile apps make it easy to join calls.
Call quality is stable even during long discussions.
Simple interface and easy to setup.

Cons

Minimal UI customization options.
Call analytics are more business focused than engineering focused.

Likelihood to Recommend

It is well-suited if you need reliable voice communication with a simple interface that requires no technical setup or maintenance. Not suitable for those in need of a deep chat-based collaboration tool.

Aarav Sen

Software engineer in Engineering at Brandminthub (11-50 employees)

Vetted Review

4 years of experience

Disappointing experience

Rating: 1 out of 10

Incentivized

January 6, 2026

Use Cases and Deployment Scope

Disappointed with the service. Call quality was often inconsistent. The call flow / dial plan interface was frustrating to use, especially the arrows linking extensions, which were difficult to delete. We were quoted for 7 licenses but billed for 12. Although this was later corrected, GoTo refused to refund the 5 extra licenses. Worse, the extra licenses were not visible in the admin portal, so we couldn’t catch the issue sooner. Would not recommend.

Pros

customer service availability
customer service politeness
Some useful features are integrated (such as text-to-voice transcription to set up for voicemail messages).

Cons

Refusal to refund our overcharged licenses
Audio quality of telephone communications
It is impossible to set a line transfer to an external number based on the time of day. You have to change it manually every time.
Arrows in the dial plan are difficult to delete, making any modifications frustrating.

Likelihood to Recommend

Responsive customer service, but otherwise disappointing. In my opinion, they will still take your money even when they are clearly in the wrong I feel. Audio quality is often poor, and there are several limitations in the admin portal. Would not recommend.

Verified User

Administrator in Customer Service (1-10 employees)

Vetted Review

2 years of experience

Phone System Management.

Rating: 9 out of 10

Incentivized

January 5, 2026

Use Cases and Deployment Scope

We currently use GoTo for our Phone Management System. We enjoy the capability of servicing our own account, but also benefit from having the support of the customer service team in case we encounter something we cannot figure out ourselves. We have used the system for over 6+ years and could not recommend the services more.

Pros

Self Service.
Online System Functionality.
Ease of Use.
Customer Support.

Cons

The Website always takes a long time to load.

Likelihood to Recommend

The self-service feature is great for being able to make quick changes when needed. The new website update has also made editing the system easier, as well as the AI support feature. The only issue we have had is not being able to navigate complex issues on our own, but the support team is always helpful in assisting us with those problems.

Haley Slater

Office Manager in Professional Services at Noble Insurance Agency (1-10 employees)

Vetted Review

6 years of experience

GoTo is the go to software

Rating: 9 out of 10

Incentivized

January 3, 2026

Use Cases and Deployment Scope

Our company currently uses GoTo Connect for the contact center. This helps us manage our call flow, recordings help with quality assurance and customer satisfaction. We have also used the dashboard for agent performance which have helped us tremendously find any weak links in the contact center department.

Pros

Route calls
Fast Merchant Support
User Friendly

Cons

Reporting
Call Pulling
Missed, Abandoned Call Accuracy

Likelihood to Recommend

I think GoTo Connect has major benefits to fast growing companies such at ourselves. The contact center dashboard has helped myself (Manager) keep our customer service part of the company at bay. I love that I can find most calls to be on the positive side.

Verified User

Administrator in Quality Assurance (51-200 employees)

Vetted Review

5 years of experience

GoTo Connect is the best VOIP I have found for my agency

Rating: 9 out of 10

Incentivized

January 3, 2026

Use Cases and Deployment Scope

VOIP phone system for my small insurance agency.
texting
Auto attendant is helpful
AI call summaries are also great

Pros

AI call summaries
call routing (dial plans) are highly customizable -- I can make it do anything
Auto attendant feature is helpful
text to voice on auto attendant is awesome

Cons

call quality on softphone is not great and needs serious improvement
need to be able to search texts on the softphone app ... finding specific text is almost impossible when there is a lot of quantity
some add on features are expensive and honestly at this point should be included in a base package
cost gets really high for a small business if we want the extra features.
We really need it to connect with Agency Zoom (vertafore)

Likelihood to Recommend

Good for remote teams. It is expensive though for very small businesses 2-5 employees to have all the features.

Verified User

C-Level Executive in Sales (1-10 employees)

Vetted Review

3 years of experience

GoTo is Awesome Sauce

Rating: 9 out of 10

Incentivized

January 3, 2026

Use Cases and Deployment Scope

We switched from Mitel Connect to GoTo Connect back in 2023/2024 due to Mitel being sold off to RingCentral. GoTo Connect just had more features and easy admin ability for the IT department. The integration of SMS and mobile app has provided a robust feature set and simplistic use.

Pros

SMS integration
Mobile App
Voicemail Management

Cons

Could use some finesse with setups and changes of users.

Likelihood to Recommend

Initial setup, current management and site application for PC and Cell Phones

Jason Pope

IT Support Specialist Admin in Information Technology at Tulsa Housing Authority (51-200 employees)

Vetted Review

2 years of experience

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