March 10, 2026 – GOCare Weekly Product Updates

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

AI Translate: Chat-like channel support – GOCare Connect
Users can now use AI Translate in chat-like channels such as SMS and webchat. This allows teams to quickly translate content and support customers in their preferred language.

Macros: Build with AI – GOCare Connect
Users can now create and refine macros with natural language directly in the flow builder. This makes building macro-powered workflows faster and more approachable.

Channel ID selection for SMS campaigns – GOCare Reach
Users will now see a Channel ID dropdown when creating an SMS campaign in the Reach plugin. This allows organizations with multiple messaging channels to choose which sending channel the campaign should use. Most users will only see one option, but this update ensures the correct channel can be selected when multiple are available.

Analytics: Autopilot report updates – GOCare Connect
Admins can now view metrics at the topic level using the Autopilot by topic table, plus new metrics in report charts including Autopilot coverage, resolution, handoffs, reply counts, and CSAT. This helps teams measure Autopilot impact more precisely and identify trending Topics.

Analytics: Copilot report updates – GOCare Connect
Admins can now view metrics at the teammate level using the Copilot by teammate table, plus new suggested-replies ratios in report charts. This makes it easier to track Copilot adoption and outcomes across the team.

Analytics: Smart QA report updates – GOCare Connect
New Smart QA report charts now include Smart QA score and Smart QA score over time. This helps teams monitor average quality and track performance trends over time.

Channel settings: Auto-close improvements – GOCare Connect
Newly created email channels now have auto-close enabled with a 30-day default, plus UX improvements that provide clearer context when closing conversations. This makes more channels AI-ready out of the box, reduces confusion in analytics, and improves the close-conversation experience for frontline teams.

Rules: Branch by Autopilot can use entire conversation – GOCare Connect
Branch by Autopilot now supports scoping to the last message only or using the entire conversation. This produces more relevant Autopilot answers for complex threads and makes rule workflows more flexible.

Front AI: Similar conversation fact invalidation – GOCare Connect
Admins can now invalidate facts from similar conversations used in AI replies, preventing outdated or incorrect information from being used in future responses. This gives admins tighter control over AI-generated knowledge and helps maintain accuracy as information evolves.

Math expressions in dynamic variables – GOCare Connect
Admins can now evaluate expressions with numbers in dynamic variables. This increases the power and utility of dynamic variables, reducing the need for external calculations and streamlining complex workflows directly within the platform.

Create a Reach campaign – GOCare Reach – Products > Reach > Getting Started
Updated article to include Channel ID selection for SMS campaigns