October 1, 2025 – GOCare Weekly Product Updates

This article outlines this week's product updates across the GOCare platform. It includes new AI capabilities, reporting enhancements, automation tools, and design improvements to help teams work more efficiently and deliver better customer experiences.

AI available on more channels – GOCare Connect
The same AI features in email are now available in the customer portal, Webchat, SMS, and more channels, ensuring consistent support across every customer touchpoint.

Autopilot – Omnichannel AI Agent – GOCare Connect
Autopilot is a new premium add-on that gives admins full control over automation. It handles what’s safe to automate and seamlessly hands off what shouldn’t be automated.
With Autopilot, you can:

• Take a quality-first approach by selecting which Topics AI should handle.

• Deliver 24/7 support with AI-powered auto-replies informed by your help content and conversation history.

• Build flexible workflows with Playbooks, including branching rules and third-party data connections.

Custom report dashboards – GOCare Connect
Create personalized dashboards by combining your most-used charts and metrics from existing analytics reports, so you can monitor key KPIs all in one place.

Keep assignments when teammate is out of office – GOCare Connect
A new inbox setting ensures conversations stay with the assigned teammate even when they are marked out of office or busy. Assignment rules will ignore availability, keeping ownership consistent for teams so customers continue receiving personalized support.

Topics management – GOCare Connect
Enhancements include:

• Merge Topics: Combine duplicate Topics into one for more accurate reporting.

• Continuous discovery: AI now identifies new Topics if 30+ days have passed since the last discovery.

• Export Topics: Export data directly from the Topics report in Analytics.

Webchat design update – GOCare Connect
The Webchat widget has a refreshed look with improved color accessibility and new branding controls, creating a more seamless and on-brand chat experience.

ℹ️ Note: These features are confirmed for release in the near term.

Auto-close conversations for AI – GOCare Connect
Default auto-close time periods will be applied for AI-enabled channels (e.g., SMS, WhatsApp), with in-app warnings if auto-close is not enabled.

Branching rules – GOCare Connect
A new branching rule builder will let admins create multiple action paths from a single trigger, simplifying complex workflows.