June 24, 2025 – GOCare Weekly Product Updates

This article outlines this week's (06/23/25) product updates across the GOCare platform. It includes new feature releases, enhancements to existing tools, and resolved issues.

Collect teammate answers in Macros – GOCare Connect
Macros in GOCare Connect can now begin with a Collect teammate answers step. This allows teams to gather required input—like a summary, escalation reason, or due date—from the triggering teammate before the macro proceeds. It's especially helpful for tiered escalation workflows, ensuring key context is captured by Tier 1 before handoff to Tier 2.

Teammate input can be used to control branching logic and populate dynamic values in the macro’s later actions.

💡 Example: When Tier 1 triggers an escalation macro, they are prompted to enter a conversation summary and select a priority. The macro can then add the summary as a comment, update custom fields, and route to the correct Tier 2 inbox based on priority.

Chatbot branching by visitor data – GOCare Connect
The chatbot flow builder now supports branching logic based on account custom fields, in addition to existing contact fields. This enables more tailored chat experiences and better routing to the right agent or queue.

New Front UI toggle available – GOCare Connect
GOCare Connect users can now preview Connect's redesigned inbox experience using a self-service toggle. Starting July 15 2025, the new inbox will be enabled for everyone (and by default, it will be turned on). Users will see a pop-up tour of the new inbox, with instructions on how to disable it as they get accustomed to the changes. 

After 3 weeks (around August 5), all users will be moved over to the new inbox experience permanently. 

GOCare recommends switching to the new UI immediately to become familiar with the changes.

To switch now:

• Click your user avatar (top-right corner, next to the gear icon)

• Toggle on “Enable new inbox experience”

⚠️ Note: This UI will soon become mandatory. Flip the switch now to reduce surprise later.

Keyboard Shortcut for Forwarding – GOCare Connect
You can now use a keyboard shortcut to forward any conversation as a new thread—no need to click through menus.

• Mac: ⌘ + ⌥ + J

• Windows: Ctrl + Alt + J

Bulk article review and scheduling – Help Center
Knowledge Base admins and editors will soon be able to schedule and review articles in bulk, improving efficiency when managing large sets of content.

A major UI update is coming soon that introduces a new way to triage personal inboxes. The new layout includes:

• Open: Conversations assigned to you or shared with you

• Later: Snoozed and waiting conversations

• Done: Resolved and archived conversations

This layout helps users focus on what requires action now vs. what can be handled later. Alongside this change, the navigation menu is moving to the left sidebar, giving you more vertical space to preview and read messages.

ℹ️ Note: This redesign is part of the new inbox experience. If you don’t see these changes yet, try enabling the UI toggle noted above.

New Client Portal Now Live
The GOCare Help Center portal has launched! Clients can now create, track, and manage support tickets through a dedicated self-service interface.

Users can:

• Submit tickets by category (Urgent, General Support, Feature Request, KB Article Request)

• Track ticket progress in the My Requests dashboard

• Reply and follow up on tickets directly from the portal

ℹ️ Note: Replies sent by email will not update the ticket. Always respond from the portal to ensure proper tracking.

💡 Tip: Only Admins or Supervisors should submit tickets on behalf of your organization for accuracy and visibility.

📄 View the full article: How to create a support ticket in GOCare’s Help Center

Customizing the Webchat Widget in GOCare Connect – GOCare Connect › Tutorials & Use Cases
This article has been updated to reflect the new UI for widget customization and now includes a walkthrough for configuring a proactive message—a new feature that enables teams to display a message to users before they engage with the widget.

📄 View the full article: Customizing the Webchat Widget in GOCare Connect