GoTo Connect — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on GoTo Connect with live transfer.
How GoTo Connect Works
GoTo Connect (formerly Jive) is a general-purpose UCaaS platform with a visual Dial Plan Editor at admin.goto.com. Call routing is managed by dragging and connecting nodes (Time-of-Day, External Number, Ring Group, etc.) in a visual flowchart. Key concepts: Dial Plans (visual call flows), Time-of-Day nodes (for schedule-based routing), and Ring Groups.
Call Flow
Inbound
Caller
Main Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Clinic phones ring
Staff answers
Two numbers: the public number (always routes to PupPilot) and the Ring Group DID (PupPilot's way to reach your staff).
Part A — Forward Your Public Number to PupPilot
1
Log in to GoTo Admin
Go to admin.goto.com and sign in.
2
Edit the Dial Plan
Open the dial plan for your main number. Replace the existing flow with a single External Number node pointing to PupPilot. Remove any Time-of-Day or ring group nodes from the main path.
3
Save and Test
Call your main number. PupPilot should answer immediately and your desk phones should remain silent.
Part B — Set Up Your Internal Number
PupPilot needs a second number to transfer callers back to your staff. In GoTo Connect, create a Ring Group with its own DID.
Prevent Call Loops
The Ring Group's no-answer routing must go to voicemail, not back to PupPilot. Otherwise calls will loop infinitely.
1
Create a Ring Group
In GoTo Admin, go to
Phone System → Ring Groups. Create a new ring group (e.g., "Front Desk – Transfer") and add the extensions you want to ring.2
Assign a DID
Assign an available phone number (DID) to this ring group. If no spare DIDs are available, contact GoTo support at 1-800-768-6563 to add one.
3
Set No-Answer to Voicemail
Set the ring group's no-answer timeout to ~25 seconds and the fallback to voicemail. Do NOT forward to PupPilot.
4
Share the DID with PupPilot
Provide the ring group's phone number to your PupPilot contact for call transfers.
5
Test the Internal Number
Call the ring group DID. Your desk phones should ring. Don't answer — should go to voicemail, not PupPilot.
Test the Full Flow
1
Call your public number
PupPilot should answer. Your desk phones should NOT ring.
2
Call your internal number
Your desk phones should ring. Pick up — the call connects.
3
Call your internal number and don't answer
Should go to voicemail, NOT back to PupPilot.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Open the Dial Plan Editor and verify the External Number node has the correct PupPilot number. Check that the Time-of-Day node schedule is correct. |
| Dial Plan changes not taking effect | Make sure you clicked Save in the Dial Plan Editor. Changes are not applied until saved. |
| Ring Group doesn't ring desk phones | Verify the ring group has extensions added and a DID assigned. Check at Phone System → Ring Groups. |
| Calls loop between PupPilot and your system | The ring group's no-answer fallback is forwarding to PupPilot. Change it to voicemail. |