What is GOCare Reach?

GOCare Reach enables broadband providers to send targeted, one-way SMS and email messages to specific customer groups. This article outlines the informational use cases supported by GOCare Reach and highlights important limitations related to content and consent.

GOCare Reach is a lightweight outbound communication tool within the GOCare platform that empowers service providers to send informational messages to customers and prospects via SMS and email.

Unlike GOCare Messenger, which is automated and tied to the billing or appointment cycle, Reach is user-driven. It is ideal for campaigns related to service availability, expansion announcements, or service improvements.

• Build and send outbound messages to segmented lists of customers or prospects.

• Support for both SMS and email delivery methods.

• Fully manual—messages are composed, approved, and scheduled by users.

• Reach sends a text message at a rate of one every three seconds to reduce load on contact centers.

• It is specifically for messages that are not time sensitive.

• In GOCare Connect, messages sent through Reach are visible within the Righthand Toolbar.

• Enables better visibility and historical context for agents interacting with customers.

GOCare Reach is a powerful outbound messaging tool, but it is intentionally designed for non-urgent, informational use cases. Clients are responsible for ensuring proper use of the system within the technical, legal, and compliance boundaries outlined below.

• Message Throttling: Reach delivers one message every three seconds to preserve deliverability and system stability. This pacing makes it inappropriate for time-sensitive notifications, such as outage alerts or emergencies.

• Integration Requirement: Full functionality, including message visibility and subscriber context, depends on integration with GOCare Connect. Reach messages are tracked and rendered via the Connect toolbar and customer journey panel.

Reach should be used for personalized, opt-in informational messaging, such as:

• Updates to prospective subscribers who have expressed interest in service availability in upcoming network expansion areas.

• Planned maintenance window notifications to current subscribers that help reduce call volume and confusion.

• Service optimization opportunities, such as promotions or plan changes that better align with the subscriber's actual bandwidth needs or usage patterns. These messages should occur no more that 2-3 times per year per subscriber.

• Messages are composed and scheduled manually by users. GOCare does not monitor content, frequency, or compliance.

• Clients must ensure that all messages comply with industry regulations (e.g., CTIA, TCPA) and carrier requirements.

• GOCare Reach should not be used for any form of unsolicited messaging or third-party list outreach.

• All violations, including but not limited to sending to opted-out recipients or unverified contacts, are the responsibility of the client and may impact deliverability or result in service suspension.

• Accessed through the Righthand Toolbar within GOCare Connect.

• Includes tools to:

  • Upload/import contact lists

  • Write and preview message templates

  • Create campaign tracking tags

  • Approve and schedule delivery

• Built by importing a .csv file with required column headers.

• Lists are private to each user—they are not shared across workspaces or teammates.

• Each campaign can be tagged for analytics and reporting.

• Tags can be used to filter historical campaigns and measure outreach effectiveness over time.

GOCare Reach gives you the tools to communicate proactively and personally, without requiring custom code or complex systems. Whether you’re announcing new service areas, running targeted outreach, or managing customer awareness campaigns, Reach helps you deliver relevant messages that drive engagement without overwhelming your support team.

Ready to launch personalized campaigns that drive engagement without overwhelming your support team? Visit our website to schedule a demo.