August 19, 2025 – GOCare Weekly Product Updates

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

Keep assignments when teammates are unavailable – GOCare Connect
A new inbox setting allows conversations to remain assigned to an agent even if they are marked out of office or busy. This supports teams that require continuity in agent ownership for more personalized handling. (All plans)

Custom dashboards – GOCare Connect
Enterprise users can now create custom analytics dashboards by pulling together their favorite charts from existing reports. This provides a consolidated view of preferred metrics, making it easier to monitor performance in one place. (Enterprise plan only)

Aircall integration – Unified Communications
Our new integration in GOCare Connect brings Aircall into the same workspace as email, live chat, and more. With this integration, teams can:

• Place and receive calls directly from the inbox

• Access AI summaries, voicemails, and call transcripts

• Collaborate with teammates by commenting and tagging on call recordings

• Automatically update agent status to Busy during calls

Dialpad CSAT import – Connect Analytics
Building on the Dialpad integration, CSAT scores can now be imported directly into the GOCare Connect analytics dashboards. This enables teams to track call performance and customer satisfaction in the same reporting environment.

Silence Dialpad call notifications – GOCare Connect
Users can now mute or hide incoming call banner notifications, reducing distractions during the workday.

Admin rule audit log – GOCare Connect
Rule activity is now fully auditable. Changes to triggers, conditions, and actions are tracked with a redesigned side panel UI. Modified fields display by default, with an option to toggle “Show edits only” and direct links to the rule editor for quick adjustments.

Staffing goals – GOCare Connect
Admins can now set staffing requirements per inbox based on business hours. This helps identify overstaffing or understaffing in real time. (Add-on feature)