GoTo Connect API - Neo Agent

The common uses are a dispatch agent that skips a technician who is on the phone, a scheduled agent that opens a ticket for each customer call and logs it as a time entry, and a request agent that changes a user’s forwarding or queue.

Automatically enabled when you configure GoTo Connect permissions in your agent workflow.

What It Does

Read each user’s presence (on a call, in a meeting, do not disturb), and the calls in progress with their start time
Read finished calls with caller, technician, times, outcome and AI summary, call history and activity reports
Read the transcript of a recorded call, and voicemail transcripts
Read and change extensions, forwarding, call queues, desk phones and phone numbers
Read and send texts, read faxes, place a call, and transfer or end a call leg

Permission Groups

Group	Covers
Account & Locations	The account, locations with their users and devices, billing groups and SMS registrations
Users, Lines & Identity	GoTo users with their email, lines and account keys, and user groups
Extensions & Forwarding	Extensions, find me/follow me and ring steps, voicemail settings, shared voicemail and virtual faxes
Call Queues	Call queues and who is logged in to each
Devices & Phone Numbers	Desk phones and their buttons, phone numbers and their routing, number orders
Presence & Live Calls	Presence, calls in progress and parked calls
Call History & Reports	Finished calls, call history, activity reports and contact center statistics (read only)
Place & Control Calls	Placing a call, transferring or hanging up a call leg, starting or pausing a recording
Call Transcripts	The transcript of a recorded call, never the audio (read only)
Voicemail & Fax	Voicemails and their transcripts, faxes, never the audio or document
Text Messages	Conversations, messages, opt-outs and templates, and sending a text
Webhooks & Event Subscriptions	Notification channels and the event subscriptions that send data to them

Access Profiles

Profile	What runs on its own	What asks a technician
Read Only	Every read	No write is allowed
Helpdesk	Every read	Every change, call and text. Users and webhooks stay read only
IT Admin	Every read, and changes to extensions, forwarding, queues, devices, numbers, calls, voicemail and texts	Users and groups
Full Automation	Every read and write	Webhooks, deleting or changing a location, and the updates that replace a whole list or record

Safety Controls

Control	Behavior
Writes	Neo sends only the calls in GoTo’s API reference, each with its own method. Every other call is refused
Webhooks	Creating or changing a notification channel or an event subscription, which sends your calls, texts and voicemails to the URL it names, always asks a technician
Whole-list updates	Replacing a user’s ring steps, a phone’s buttons, a whole SCIM user or group, and changing a location or a shared voicemail always ask a technician
Locations	Deleting a location always asks a technician
Neo’s own user	Neo refuses a change to `identity/v1/Users/me`, the GoTo user it signs in as. A change addressed by a user key is a Users, Lines & Identity write like any other
Files	Neo does not download recordings, voicemail audio, fax documents or text attachments, and does not send faxes. A fax read never returns its download link
Live audio	Neo does not join or listen to calls; the Web Calls softphone API and the retired Real Time API are refused