What is GOCare Connect?

GOCare Connect centralizes SMS, email, web chat, and social channels into a single agent interface—reducing call volume, improving collaboration, and enhancing customer experience.

GOCare Connect is a core component of the GOCare platform, designed to deliver a seamless, omni-channel communication experience between broadband providers and their customers. It provides a single interface for managing customer conversations across multiple platforms—including SMS, email, webchat, and social media—while also equipping agents with tools for internal collaboration and automation.

GOCare Connect helps elevate customer service through improved visibility, streamlined workflows, and enhanced team collaboration—reducing operational costs and boosting customer satisfaction.

• Supports SMS, webchat, email (shared and individual), Facebook, and Instagram messages. If Dialpad is enabled, call activity and interactions also appear in the same unified interface—completing the full omni-channel experience.

• All conversations are consolidated in one familiar, email-like interface.

• Channels are organized into team and individual inboxes, ensuring clear ownership and visibility.

• Every interaction with a customer—regardless of channel—is captured in a time-based journey, allowing agents to quickly understand context and history. This gives agents immediate context and minimizes unnecessary back-and-forth.

• Internal notes and @mentions stay in the journey, so agents can collaborate without disrupting the customer experience.

• Agents can quietly pull in support from teammates using internal chat without the customer ever seeing.

• Conversations can be reassigned, or followed via subscribe/unsubscribe to maintain awareness without taking ownership.

• By offering more ways to connect, GOCare Connect reduces inbound phone calls and improves first-contact resolution (FCR).

• Real-time collaboration and streamlined interfaces make it easier to address inquiries efficiently.

• An inbox is a container for one or more channels (like SMS, email, or social messaging). Messages from any connected channel flow directly into that inbox, enabling teams to manage multi-platform conversations in one place.

• Channels include SMS, email, social platforms, and webchat, with each customer message creating a conversation.

• Admins manage configuration, users, and settings. It’s recommended to keep Admin roles limited.

• Users (or Teammates) include anyone working conversations—can be grouped by role (e.g., social media team).

• Super-Admins oversee system-wide administration and are essential for maintaining structure.

• Create Rules, Macros, and SLAs to automate repetitive tasks and enforce service level expectations.

• Use Tags to categorize conversations for tracking and analytics.

• Build reply templates at both user and company levels for quick, consistent communication.

• Integrate your knowledge base directly in Connect to enable agents with easy access to key information.

• Deploy conversational bots to assist with common questions before routing to a live agent, saving time and resources.

GOCare Connect access is flexible:

• Login via Microsoft, Google, or SSO.

ℹ️ Note: GOCare never captures or stores login credentials for inbox integrations (e.g., Facebook, Instagram, shared email). These are added directly by your identified admin.

GOCare Connect empowers service providers with modern communication tools to keep pace with evolving customer expectations. It’s not just a messaging platform—it’s a CX differentiator, helping you stand out in a competitive market through personalized, efficient, and proactive support.

Want to see how omni-channel support works in real time? Visit our website to schedule a demo.