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Neo signs in to GoTo Connect as one user of your account, through an OAuth client you create for Neo. You need a GoTo Connect super admin, because Neo reads every user’s presence and calls.

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1. Choose the user Neo acts as

Neo can do what this user’s permissions and the client’s scopes allow. Use a super admin. To read call transcripts, the user also needs the Access call recordings permission, and recording with transcription must be on in GoTo Connect. GoTo’s recording API is in beta: ask developer-support@goto.com to turn it on for the OAuth client you create in step 2. A dedicated user keeps the connection working when a person leaves.

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2. Create the OAuth client

1

Open the GoTo Developer Center

Sign in at developer.logmeininc.com and choose OAuth Clients, then Create a client.
2

Name it and add a redirect URI

Name it “Neo”, and add the redirect URI https://localhost. GoTo asks for one; Neo uses it only for the authorization code sign-in.
3

Choose the scopes

Select the GoTo Connect scopes for the areas your agents use (see the table below). users.v1.read is required: Neo checks the connection with it.
4

Copy the client ID and secret

Copy the Client ID and Client Secret. GoTo shows the secret once.

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3. Sign in: a personal access token

This is the simplest sign-in. If your GoTo account cannot create personal access tokens, use the authorization code in step 4 instead.
1

Allow the grant on the client

In the Developer Center, edit the client, open Grant types, turn on Personal Access Token, and save.
2

Create the token

Signed in as the user from step 1, open myaccount.goto.com, choose Developer Tools, and click Create token. Give it the same scopes as the client, and copy it: it shows once.
3

Save it in Neo

In the Neo Dashboard, open Integrations and find the GoTo Connect card, under Phone & VoIP. Choose the sign-in Personal access token, enter the client ID, the client secret and the token, and click Save settings. Neo signs in and reads the user’s GoTo Connect setup before it saves, so a wrong secret, a grant that is off, or a missing scope is refused straight away, with GoTo’s reason.

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4. Or sign in: an authorization code

1

Open the sign-in link

As the user from step 1, open this link in a browser, with your client ID in place of CLIENT_ID:https://authentication.logmeininc.com/oauth/authorize?client_id=CLIENT_ID&response_type=code&redirect_uri=https://localhost
2

Copy the code

Sign in and allow access. The browser then opens https://localhost and shows an error page: that is expected. Copy the value after code= from the address bar.
3

Save it in Neo at once

On the GoTo Connect card, choose the sign-in Authorization code, enter the client ID, the client secret, the redirect URI https://localhost and the code, and click Save settings. A code works once and for a few minutes. Neo exchanges it and keeps the connection alive from then on.
If the token is revoked, the user is removed, or the OAuth client is deleted, Neo loses access until you save new credentials here.

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5. Turn GoTo Connect on per agent

Open the agent, go to its Tools & Settings tab, click Phone & VoIP, and expand the GoTo Connect block. Pick one of its Presets, or set each area yourself.

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Use it for dispatch

To have dispatch skip a technician who is on the phone, use the Dispatcher Agent template and give it the Presence & Live Calls and Users, Lines & Identity areas as Read Only. Each technician’s PSA email must be their GoTo email. Ask Neo Support to set it up for you.

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Use it for a ticket on each call

A scheduled agent with Call History & Reports and Call Transcripts as Read Only, and your PSA’s ticket and time entry rights, opens a ticket for each customer call and logs it as a time entry. Use the GoTo Connect Call Tickets template.

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Limits

GoTo allows 10 requests a second per API, and Neo keeps to that. Call transcripts and AI summaries exist only when GoTo Connect records and transcribes the call, and AI summaries need GoTo’s advanced reporting.