GoTo Connect is a cloud-based UCaaS platform built for SMB and mid-market businesses, combining business phone, video, and messaging in one place. The GoTo Contact Center add-on extends that into an omnichannel contact centre with voice, SMS, web chat, email, and social channels including Messenger, Instagram, and WhatsApp. It is used by thousands of businesses to manage customer calls, support queues, and agent workflows from a single interface.
What GoTo Connect and GoTo Contact Center do not include is native card capture for the contact-centre or voice channel. GoTo has no PCI DSS payment product for agents taking card payments on calls. The only payment integrations in the GoTo ecosystem relate to the separate GoTo Webinar and GoTo Training products, which handle event ticketing. These have nothing to do with contact-centre payments. If a customer calls to pay a bill, top up an account, or place an order, there is no built-in mechanism inside GoTo to capture that card securely. The card capture has to come from somewhere else.
This guide is written for two audiences. The first is merchants who run their contact centre on GoTo and want to take PCI-compliant payments over voice, SMS, or chat without rebuilding their infrastructure. The second is system integrators (SIs) who implement GoTo for clients and want to close the payment gap as part of a GoTo deployment. Shuttle is the embedded payment layer that fills that gap, sitting alongside GoTo without displacing any part of the platform your agents already use.
The Payment Challenge in GoTo
When a customer reads their card number aloud on a GoTo call, or types it into the GoTo chat interface, the card data travels through GoTo's voice stream, potentially into call recordings, and across agent screens. Every system that touches card data is pulled into PCI scope. That includes your telephony platform, your recording solution, your CRM, and your contact centre software. Under PCI DSS, you must demonstrate that each of those systems is secured, audited, and compliant.
The cost of building and maintaining that compliance in-house is significant. Initial certification for a Level 1 PCI programme typically runs above $500,000. Ongoing compliance, including annual assessments, penetration testing, vulnerability scanning, and internal resource costs, adds another $200,000 or more per year. That is before accounting for the time your engineering team spends managing scope, responding to audit requests, and keeping controls current as your infrastructure changes.
GoTo itself carries strong security credentials: SOC 2 Type II, SOC 3, BSI C5, and HIPAA-ready configurations. However, PCI DSS is not part of its certification set, and it has made no public commitment to providing a PCI-compliant payment capture product for contact centres. The IVR functionality within GoTo Contact Center handles routing and self-service navigation via DTMF tone input, but it does not include a secure payment capture environment. Merchants who need to take card payments in GoTo need a dedicated solution that removes card data from GoTo's environment entirely.
How Shuttle Adds Payment Capture to GoTo
Shuttle operates as a PCI DSS Level 1 Service Provider. It adds secure payment capture to GoTo without modifying the GoTo platform or requiring your contact centre to become PCI-compliant. The integration works in five steps:
The agent handles the customer call or chat session inside GoTo exactly as they normally would, using GoTo's native interface.
When the customer needs to pay, the agent triggers a Shuttle payment session. On voice, this launches a DTMF keypad capture. On SMS, web chat, or email, it sends a hosted payment link to the customer.
The customer enters their card details using their phone keypad or via the hosted link. On voice, the DTMF tones are suppressed so neither the agent nor the recording system can hear them. On digital channels, the customer completes payment on a Shuttle-hosted page.
Card data is captured entirely within Shuttle's PCI Level 1 environment. It never enters GoTo's voice stream, never appears in GoTo call recordings, and never passes through GoTo's infrastructure in any form.
Shuttle routes the transaction to your chosen payment gateway and returns a masked success or failure status to the agent. The agent sees only the outcome, not the card data.
The result is that your agents stay in GoTo throughout the interaction, the customer experience is uninterrupted, and card data is removed from your contact centre environment before it can create compliance obligations.
How It Works
Agent workflow
The agent keeps the customer on the GoTo call or chat thread without transferring them or placing them on hold for an extended period. When payment is required, the agent opens the Shuttle payment panel and initiates a session. On a voice call, the customer is prompted to enter their card number, expiry, and CVV using their phone keypad. The DTMF tones are suppressed at the point of capture, so neither the agent's ear nor the recording system picks them up. The agent sees a masked status in real time: a confirmation that capture is in progress and a success or decline notification when the transaction is processed. The agent never sees the card number at any point.
Customer experience
The customer never leaves the call or gets transferred to an automated system they do not recognise. On voice, they stay connected to the same agent throughout and are guided through the keypad entry in a few seconds. On SMS, web chat, or email, they receive a hosted payment link from Shuttle, tap to open it on their device, and return to the conversation once payment is confirmed. There is no requirement to call back, visit a separate website, or navigate an unfamiliar IVR. The experience is fast and straightforward from the customer's perspective, which matters for first-call resolution rates.
Multi-PSP Support
Shuttle connects to 40+ supported gateways through a single integration. If you already use Stripe, Adyen, Worldpay, Checkout.com, Braintree, or Square, you do not need to change your acquiring arrangement. Shuttle routes transactions to the gateway you already have in place.
For businesses that operate multiple brands, multiple client accounts, or have inherited mixed payment stacks through growth or acquisition, Shuttle supports per-client routing. Each call or transaction can be directed to a different gateway based on business logic you define. This is particularly useful for BPOs and managed service providers who run contact centre operations for more than one client and need to keep payment flows separated.
The single integration point covers voice DTMF capture, hosted payment links, and all of GoTo's digital channels. You do not need a separate integration for each channel.
PCI Compliance
Shuttle is a PCI DSS Level 1 Service Provider, which is the highest level of certification available. Card data is captured inside Shuttle's environment and does not enter GoTo at any point. This means the card capture process is out of scope for your GoTo platform, your call recordings, and your agents' workstations.
Because Shuttle removes card data from your environment, businesses that previously faced a SAQ-D assessment (the most extensive self-assessment questionnaire, covering systems that store, process, or transmit cardholder data) can work toward SAQ-A compliance instead. SAQ-A applies when card data handling is fully outsourced to a PCI-compliant provider. Reducing your assessment scope cuts the compliance burden significantly for your internal team and your external assessors.
Beyond Voice: Payment Links
GoTo's SMS, web chat, email, and social channels are fully supported. Shuttle's hosted payment links can be sent through any of these channels during or after a customer interaction. The link opens a Shuttle-hosted checkout page where the customer completes payment securely. The payment status is returned to the agent as soon as the transaction is processed.
This is useful for follow-up billing after a call, online account payments initiated through web chat, payment requests sent over SMS for field service or delivery scenarios, and collections workflows where a link is sent after an initial conversation. All channels route through the same 40+ gateway network.
For Solution Providers and GoTo Implementation Partners
SIs who implement GoTo Contact Center for clients frequently encounter the payment gap during discovery. Clients running call centres for billing, collections, order taking, or account management need a compliant way to take card payments, and GoTo does not provide one out of the box. This is a solvable problem that can be scoped into a GoTo delivery and presented as part of a complete contact centre solution.
Shuttle fits into a GoTo implementation through the GoTo Partner Network and GoTo Marketplace, which supports ISV and technology partners via open APIs. The integration sits alongside GoTo rather than replacing any part of it. Clients retain their existing acquirer or choose from 40+ gateways. There are no setup fees, no monthly fees, and no per-seat charges. Shuttle's pricing is $0.20 per transaction, which is easy to include in a project cost model and simple to explain to clients. Once deployed for one client, the same integration can be rolled out across additional GoTo deployments without significant re-scoping.
Use Cases
Bill-Pay and Collections
Utilities, telecoms, financial services, and debt collection businesses that use GoTo to handle inbound and outbound payment calls. Shuttle enables agents to take card or direct debit payments on the call without putting the contact centre into PCI scope.
Order Taking and E-commerce Support
Retail and e-commerce businesses that take orders by phone or chat and need to process card payments at the point of conversation. Shuttle captures the card during the GoTo interaction and routes to the merchant's existing gateway.
Account Payments
SaaS, insurance, and subscription businesses that handle account top-ups, premium renewals, and invoice payments through their GoTo contact centre. Agents can accept payment mid-call without transferring the customer or asking them to pay online separately.
Bookings and Deposits
Service businesses that take deposits or full payments at the point of booking, including hospitality, healthcare, and professional services. Shuttle handles the card capture while the agent manages the booking inside GoTo.
FAQ
Does GoTo process payments natively?
GoTo Connect and GoTo Contact Center do not include a native contact-centre payment product. The only GoTo payment integrations in the marketplace relate to GoTo Webinar and GoTo Training for event ticketing, which are separate products. There is no built-in card capture for agents handling payment calls.
How do I take PCI-compliant payments in GoTo?
Integrate Shuttle as an embedded payment layer alongside GoTo. Agents trigger a Shuttle session from within their GoTo workflow. Shuttle captures card data via DTMF keypad on voice or hosted link on digital channels, inside a PCI Level 1 environment that is fully separate from GoTo's infrastructure.
Which gateways does Shuttle support?
Shuttle supports 40+ payment gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree, and Square. You can keep your existing acquirer and use per-client routing to direct transactions to different gateways based on business rules.
Can't I just build payment capture into GoTo myself?
Building and maintaining your own PCI-compliant payment capture environment typically costs more than $500,000 to set up and over $200,000 per year to sustain. You also bear the ongoing risk of audit failures, data breach liability, and the engineering overhead of keeping controls current. Using Shuttle removes card data from your environment and from your compliance scope.
Can Shuttle handle outbound payment collection in GoTo?
Yes. For outbound collections, agents can trigger a Shuttle DTMF session during the outbound call or send a hosted payment link via SMS or email. Shuttle supports both inbound and outbound contact-centre payment scenarios.
Related Reading
Contact centre payments: an overview of PCI-compliant payment capture across contact centre channels
Embedded payments for CCaaS: how the embedded payment layer model works for contact centre software
AI voice agent PCI payments: PCI compliance for automated voice agents handling payment capture
Payment collection for BPOs: multi-client payment collection for outsourced contact centre operations
Payments for CCaaS implementation partners: how SIs can close the payment gap in CCaaS deployments
Take Payments in Your GoTo Contact Centre
Shuttle adds PCI-compliant card capture to GoTo voice, SMS, chat, and email without bringing your contact centre into PCI scope. Agents stay in GoTo, customers stay on the call, and card data stays inside Shuttle.
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