How to set up a workflow using GoTo Connect and Twilio

Hi David,

Thanks for reaching out about setting up a workflow between GoTo Connect and Twilio.

If GoTo Connect isn't appearing in the Pabbly Connect app list, it means the app isn't yet natively integrated. You have two options:

1. Request native integration (long-term): Submit a request on the Pabbly public roadmap at https://roadmap.pabbly.com/. The product team reviews requests there and adds new integrations based on demand. Please note no specific ETA can be provided.

2. Workaround using Webhooks/API (immediate): Even without a native integration, you can often still connect GoTo Connect as long as it supports outgoing webhooks or exposes a public API:
   - If GoTo Connect can send an outgoing webhook when a text is received, use the Webhook by Pabbly module with the Catch Webhook action as your trigger. It generates a unique webhook URL that you paste into GoTo Connect's webhook settings.
   - If GoTo Connect only exposes a REST API, use the API by Pabbly (HTTP Request) action to pull the data.
   - For the action side, Twilio is a supported app in Pabbly Connect, so you can add a Twilio action step to send the auto-reply SMS.

To help us guide you precisely, could you share:
1. Whether GoTo Connect supports outgoing webhooks or has public API documentation (a link to their developer docs would be ideal).
2. The exact trigger event you want (e.g., incoming text received).

Hi David,

Thank you for confirming those details!

Since GoTo Connect does not currently provide an in-app interface to paste webhook URLs directly, setting this up involves sending configuration commands directly to GoTo's API endpoints.

Here is a brief overview of how the technical process works:

How the Webhook Integration Works

1. Pabbly Setup: In Pabbly Connect, you create a workflow with Webhook by Pabbly (Catch Webhook) as the trigger to generate a unique Webhook URL.

2. GoTo Channel Creation: You make an API call to GoTo's POST /notification-channel/v1/channels endpoint to register your Pabbly Webhook URL as a notification channel.

3. Event Subscription: You subscribe that channel ID to GoTo’s Messaging API so it actively listens for incoming SMS events.

4. Auto-Reply Setup: Once Pabbly captures a test incoming text message payload, you map the sender’s phone number into a Twilio action step to trigger the automated reply.

Important Recommendation

Because this setup requires acquiring OAuth access tokens and making API requests (using tools like Postman or cURL), it is a bit technical.

We recommend reaching out to GoTo Connect Support or your IT developer and asking them to:

"Register our Pabbly Connect Webhook URL as a Notification Channel using your Notification Channel API and subscribe it to incoming SMS/Messaging events."

Once GoTo has pointed the webhook to Pabbly Connect and sent a test message, please let us know! We will gladly help you map the fields and finish setting up the Twilio auto-responder workflow.

Hi David,

Great question, and thank you for the follow-up.

Of the four steps, only the first one needs to be done by you before contacting GoTo Connect support:

1. Pabbly Setup (do this first): In Pabbly Connect, create a workflow with Webhook by Pabbly (Catch Webhook) as the trigger. This generates a unique Webhook URL. You need this URL ready to hand to GoTo, because it is the address they will register.

The next two steps are the ones GoTo Connect support (or their API) handles:

2. GoTo Channel Creation: Registering your Pabbly Webhook URL as a notification channel via their Notification Channel API.
3. Event Subscription: Subscribing that channel to incoming SMS/Messaging events.

So when you contact GoTo support, share your Pabbly Webhook URL and ask them to "register this Webhook URL as a Notification Channel and subscribe it to incoming SMS/Messaging events."

The final step is done on your side afterward:

4. Auto-Reply Setup: Once GoTo sends a test message and Pabbly captures the incoming payload, you map the sender's number into a Twilio action step to send the auto-reply.

Just let us know once GoTo has pointed the webhook to Pabbly, and we'll help you finish the Twilio setup.

Hello David,

Thank you so much for your kind words! We’re glad to hear that you found the information helpful.

If you were satisfied with how Hrishabh assisted you with your queries, we would really appreciate it if you could leave us a review on Trustpilot and mention Hrishabh's name as well.

Your feedback and appreciation encourage our support team to continue working hard and providing excellent customer service.

Thank you once again for your support!

Thanks & Regards,
Soumya Tripathi
Customer Support Lead
🌐 Pabbly.com

Well, after creating the webhook, and in spite of your excellent steps, I am not having any success with support at GoTo Connect.

I explained what I'd put in the support ticket (the directions you gave me) but the customer support peson I spoke with did not seem to know what I was talking about.

I told him about this page

https://developer.goto.com/guides/GoToConnect/14_HOW_useNotificationChannelApi/

And that was what I was asking them to create.

But he still didn't understand. And that may have been my lack of being able to explain this whole process, which is absolutely nothing I know about.

He said GoTo has a direct integration with Twilio (but I could not find one on the page listing GoTo integrations and of course, that may not work anyway because I may need the middle person -Pabbly - to actually trigger the connection to Twilio)

The rep told me to call GoTo's integration department tomorrow

So, I will call tomorrow and see if I can get this matter resolved.

Hi David,

Thank you for the update, and we completely understand—API concepts like Notification Channels and Webhooks can be tricky to explain without a technical background!

When you speak with GoTo’s Integration / Developer Department tomorrow, you can give them this exact technical summary so you don't have to explain the details yourself:

"I am setting up an incoming SMS workflow. I need to register a Webhook URL as a Notification Channel using GoTo’s Notification Channel API (POST /notification-channel/v1/channels) and subscribe that channel to receive incoming SMS/Messaging events."

Here are your Pabbly Webhook details to share with them:

• Webhook URL: [Paste your Pabbly Catch Webhook URL here]

• Reference Guide: GoTo Notification Channel API Guide

Please let us know how the call goes or if their team needs any additional details from our end. We’re here to help you get this across the finish line!

Once again, Hrishabh, your support is excellent and very appreciated.

I wish I could say the same for GoTo Connect.

Today I called the number given me by the GoTo Connect rep a couple of days ago. I spoke to a very helpful person at that number. Yes, they do integrations and workflows, but only for automobile dealerships! Well we're not one of those! so I still have not been able t reach someone to even pass on your script to.

I sent my feedback earlier today to GoTo Connect in a survey request sent me. I said the issue was not resolved. The message to me

Someone from our support team will be reaching out to you within the next business day.

Case number: 22699736

So, I shall wait to see if somone does in fact reach out to me by tomorrow.

If so, I will share the script you gave me.

David Best

Hi David,

Thank you for keeping us updated.

Please don't worry—we are keeping this ticket open on our end while you wait for GoTo Connect support to reach out to you.

Whenever their team gets back to you, feel free to share the technical summary we provided. If they have any questions or need further clarification on how Pabbly Connect handles webhooks, just reply back here and we'll be happy to assist.