Introduction

Rescue by GoTo is the integration that brings GoTo's remote support platform directly into a Salesforce agent's Case. When a customer needs help, the technician starts a live session, takes control or sees through the customer's camera, and resolves the issue without ever leaving the record they're working in.

It's a product used by support teams every day, at scale, across two regions. And like any product that's been in the field for years, the technology underneath it had aged: the connection engine still leaned on a legacy interface, small moments of friction had accumulated across the technician's workflow, and every one of them showed up multiplied across thousands of daily sessions.

The Challenge

The core of the product — the flow that establishes every remote session — ran on GoTo's legacy SOAP interface. It worked, but it was slower to start sessions, harder to extend, and increasingly out of step with GoTo's current platform.

Around that core, friction had built up in the places agents touch most. Double-clicks could spawn duplicate sessions and leave the screen spinning. Agents could email a customer a session link before the session was actually ready. Remote-control failures surfaced as silent or generic errors. Authentication tokens expired mid-workflow and forced surprise re-logins. None of these were catastrophic on their own — but together they slowed technicians down and eroded trust in the tool during the exact moments a customer was waiting for help.

The Solution

We modernized Rescue by GoTo from the engine outward — migrating the core session flows onto GoTo's current REST API, adding a new way to support customers with zero install, and clearing out the cluster of usability and reliability issues that stood between an agent and a clean session. Every change shipped through a governed, automated build-and-test pipeline, on a single package binary that serves both US and EU customers.

What we delivered

A modernized connection engine. The PIN and Rescue Lens flows that create every remote session moved from the legacy SOAP interface to GoTo's modern REST API. Sessions start faster and more reliably, the product is aligned with GoTo's current platform, and there's now a stable foundation for whatever comes next.

Zero Download View support. Customers can now be helped instantly from their own browser, with no software to install — removing the single most common point of friction at the start of a session and widening the range of customers a technician can reach.

Complete, auditable session records. Long chat conversations are now captured in full on the Case instead of being truncated, and a proper logout flow securely closes each session through the browser. Support managers keep a complete record for quality, compliance, and follow-up, with cleaner control over session state on shared machines.

A hardened technician workflow. We eliminated duplicate sessions from double-clicks, guided the Zero Download email step so links always work, turned silent remote-control failures into clear and actionable messages, stabilized authentication to stop surprise re-logins, added validation to catch broken email templates before they're sent, and refined access and permissions so the right users are set up correctly out of the box.

The result

GoTo now ships remote support on a modern, resilient foundation — one where technicians start sessions with fewer errors, customers can be helped without installing anything, and every interaction lands reliably against the Case as a complete support record. Delivered across six governed package releases, US and EU ready and AppExchange-compliant, it's less a set of fixes than a product built to stay dependable release after release.

• Complete, auditable chat transcripts captured on every Case
• A cluster of usability & reliability fixes across the technician workflow

Ready to modernize the product your customers rely on?

Whether it's an AppExchange package that's outgrown its foundations or a support workflow with friction hiding in the details, we'll help you rebuild it to be faster, cleaner, and dependable at scale. Let's talk.

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