March 17, 2026 – GOCare Weekly Product Updates

Quick Summary

This article outlines this week’s product updates across GOCare Connect. It includes new workflow enhancements that help teams create content faster, review quality more efficiently, and respond to customers with less friction.

Improvements

Duplicate message templates – GOCare Connect
Users can now duplicate shared and personal message templates directly from the template list. This makes it easier to build similar templates faster and reduces copy-paste mistakes when updating existing messaging.

Smart QA: Sort conversations – GOCare Connect
In Smart QA metric details, users can now reorder the conversation list by score to quickly surface high- and low-scoring outliers. Available for customers with the Smart QA add-on. This helps teams focus coaching, QA review, and investigation where it matters most.

Suggested replies: Send as-is action – GOCare Connect
Suggested replies now include a Send action alongside Edit and Discard, allowing agents to send a suggested reply without making changes first. Available for customers with Copilot or Autopilot add-ons. This improves workflow speed and gives teams a stronger signal when evaluating Autopilot readiness.