This guide walks you through connecting your GoTo Connect phone system (formerly Jive) to Voxjar. Once connected, Voxjar checks GoTo for new recorded calls every few minutes, imports the recordings with their agent and queue details, and evaluates them automatically. Setup takes about 10 minutes: one setting in GoTo Admin, then a sign-in from Voxjar.
Prerequisites
A GoTo Connect account. This guide does not cover GoTo Meeting, GoTo Webinar, or GoTo Resolve.
A GoTo user who is a super admin, or an admin with the View Reports, Access call recordings, and Configure PBX permissions. You will sign in to GoTo as this user in Step 3.
Call recording turned on in GoTo Connect for the users, call queues, or phone numbers you want to evaluate. Voxjar can only import calls that GoTo recorded.
Administrative permissions in your Voxjar portal, on a paid Voxjar plan.
Step 1: Turn on recording API access in GoTo Admin
GoTo only shares call recordings with connected apps after an admin allows it. This is a one-time switch for your whole GoTo account.
Sign in to GoTo Admin as an administrator.
Go to Settings > Phones > Recording.
Turn on API access and save.
Important: If API access is off, Voxjar can still see your calls but cannot download their recordings, so nothing is imported.
Step 2: Check the connecting user's permissions
Voxjar reads three things from GoTo, and each needs a permission on the user who connects:
Call reports (which calls happened, who handled them, which queue they came through): View Reports.
Call recordings: Access call recordings.
Users and call queues (so your agents and queues are ready as import filters): Configure PBX.
A super admin has all three. To grant them to another admin, see GoTo's guide to reporting permissions.
Step 3: Connect in Voxjar
In Voxjar, go to Settings > Integrations and click Available.
Find the GoTo Connect tile and click Connect.
Sign in to GoTo as the user from Step 2 and approve Voxjar's access.
GoTo returns you to Voxjar. Before saving the connection, Voxjar checks that it can read your call reports, your users, and a recent recording. If a check fails you see a message naming what to fix (see Troubleshooting).
That's it. Voxjar then syncs your GoTo users as agents and your call queues as filters. Wait for the integration to show as synced before you create an import, so every agent and queue is available to filter on.
Step 4: Create an import
Click Imports in the left sidebar, then Create Import.
Choose GoTo Connect as the source.
Filter by agents, call direction, call queue, and duration to target the calls you want.
Pick a scorecard and turn on AI to evaluate every imported call, or assign human reviewers.
After connecting
Voxjar checks GoTo for new completed calls about every 5 minutes. A call arrives once it has ended and GoTo has finished uploading its recording.
Only recorded calls with an outside party are imported. Extension-to-extension calls inside your company are skipped.
GoTo records each person on a call separately. When a call is transferred and both agents were recorded, Voxjar imports one interaction per agent, so each agent is scored on their own part of the call.
Each interaction also carries the details GoTo has for the call where available: queue, campaign, disposition, tags, agent notes, and CSAT score.
Calls are matched to agents by their GoTo user. Invite your agents to Voxjar with the same email addresses they use in GoTo so scores land on the right person.
You can connect several GoTo Connect accounts by connecting once for each. Connecting the same GoTo account again refreshes its sign-in instead of creating a duplicate.
Troubleshooting
"GoTo denied access to call recordings": recording API access is off, or the connecting user lacks Access call recordings. Complete Step 1, check Step 2, then connect again.
"GoTo denied access to call reports": the connecting user needs View Reports, or connect as a super admin.
"GoTo denied access to your users": the connecting user needs Configure PBX, or connect as a super admin.
"This GoTo user does not belong to a GoTo Connect account": you signed in with a GoTo account that has no GoTo Connect phone system (for example, GoTo Meeting only). Sign in with your GoTo Connect admin.
Connected, but no calls arrive: check that call recording is on for the right users or queues, that API access is still on (Step 1), and that your import filters and date range match calls that were actually recorded. Internal calls are never imported.
Imports stopped after working for a while: the connecting user was removed or lost a permission, or the connection's sign-in lapsed. Connect GoTo Connect again from Settings > Integrations.
GoTo's own documentation: turn call recording on and off · call recording storage · reporting permissions.