How do I export GoTo Connect call recordings and score them?

Before you start

• Permission. On GoTo's pages, listening to recordings in call reports needs the super admin role, or view reports plus access call recordings permissions, and call recording must have been enabled by an admin. Setting up recording storage needs an admin or super admin role. GoTo: Listen to call recordings, GoTo: Access analytics and call reports, GoTo: Set up system storage
• Plan. GoTo says its Analytics route is for Contact Center Complete and Advanced Call Reports customers only. Call reports under Phone system is the other route. GoTo: Listen to call recordings
• Recording must already be on. You can only export calls that were recorded. GoTo: Turn call recording on and off
• How long GoTo keeps them. GoTo's built-in system storage keeps recordings for up to 13 months. GoTo: Call recording storage options
• The law. GoTo's pages say recording laws vary by location and that understanding them is your responsibility. We have a plain-English post on it: Is it legal to record and score sales calls?
• Permission to share. On the free check you tick that you have permission to share the calls. Our Terms ask you to upload only calls you have the right to record and use, including any consent that call-recording laws require.

Step 1: Find your recordings in GoTo

First, which admin do you use? GoTo says admins who sign in at admin.goto.com use GoTo Admin; admins who sign in at my.jive.com/pbx use PBX Administration (classic). GoTo: Call recording storage options

If you use GoTo Admin

1. Sign in to GoTo Admin.
2. Choose Phone system, then Call reports. GoTo says this opens the Analytics portal in a new browser window. (If your plan includes Analytics, GoTo describes a second route through the Call reports or Queue caller summary boards.)
3. Use the filters to narrow the calls, select a call and press the play icon. The play icon appears only next to calls that were recorded.
4. GoTo's steps end at playing the call. They do not describe a download. To get a file, use the Amazon S3 route in Step 2.

If you use PBX Administration (classic)

1. Sign in at the classic Call Reports site (GoTo's page gives my.jive.com/cr).
2. Choose a report: Caller Activity, Phone Number Activity or User Activity.
3. Select the call. From Direction, select the play icon.
4. GoTo's steps end with an optional step: select the icon shown there to save the recording to your desktop. The steps are written for one call at a time.

Some calls have more than one recording, for example when a call was transferred. GoTo: Listen to call recordings

Step 2: Get the files out through Amazon S3

GoTo lets you send recordings to your own Amazon S3 bucket instead of keeping them only in GoTo's storage. GoTo's page says Amazon S3 is currently the only third-party storage it approves for recorded calls. GoTo: Call recording storage options

S3 is Amazon's service, not GoTo's or ours. AWS storage may incur charges. AWS says data-transfer fees apply when you download objects outside the AWS network, and GET requests are charged. This applies whether you download the files yourself or paste links for Callyst to fetch. We cannot tell you what you would pay. See AWS's S3 pricing page and check your own AWS account.

1. Connect a bucket (an admin does this once). Follow GoTo's own steps: Set up and connect AWS bucket for call recording storage. You need an account with Amazon S3 services. In GoTo Admin you enter an AWS access key ID, a secret access key and the bucket name. Never paste those keys into Callyst, a ticket or an email. Callyst does not need them.
2. Check what is covered. GoTo's page on connecting a bucket does not say whether recordings made before you connected it are moved across. Do not assume older calls are there. Check with GoTo or your admin before you rely on them.
3. Find the files. GoTo says to sign in to the AWS Management Console and go to your Amazon S3 bucket for GoTo Connect. Recordings are in year, month and day folders and are named like this (fictional example):

   2026-10-14T093000~5550100~5550101~00000000-0000-4000-8000-000000000001.wav

   GoTo's name format is time stamp, source number, destination number, unique ID. That means each file name contains phone numbers. Keep that in mind when you share files. GoTo lists the formats as .wav, .wav49 and .mp3. GoTo says it may take a full business day before recordings are accessible.

4. Pick a format Callyst takes. Callyst's upload page and free check take .wav or .mp3, up to 50 MB each. Import calls also takes .m4a. We do not list .wav49, so pick .wav or .mp3 where your settings allow it. GoTo's page for the classic admin lists the format choice and says .wav49 is the default there. It does not say whether changing the format affects recordings already saved. Check your own settings. GoTo: Turn call recording on and off
5. Choose the calls. Pick calls that are real sales conversations. Callyst sets aside voicemails, no-answers, exact duplicates, calls under 60 seconds and calls over 90 minutes, so there is no point sending them. Transferred calls may have more than one recording, and GoTo says some setups record more than one copy of the same call (for example a call queue and a phone number, where the queue copy leaves out hold music). Choose one copy per call. Callyst scores calls in English.
6. Download the files you want to upload. This is for Option 1 in Step 3. The free check takes uploaded files only. If you are on a team that already uses Callyst and will paste links instead (Option 2), skip it. These follow AWS's own steps for the S3 console, as AWS documents them on Downloading objects (checked 21 October 2026), with one addition for GoTo's folders:
   1. Sign in to the AWS Management Console and open the Amazon S3 console at https://console.aws.amazon.com/s3/.
   2. In the left navigation pane, choose General purpose buckets.
   3. In the buckets list, choose the name of the bucket that GoTo sends your recordings to.
   4. Open the year, month and day folders until you see the call files. (This step is GoTo's folder layout from number 3 above, not one of AWS's steps.)
   5. Select the check box next to a file, then choose Download. To choose where the file is saved, open the Actions menu and choose Download as.
   6. Repeat for each call you want to upload.

   AWS says the console downloads only one object at a time. For many files, AWS also documents AWS CloudShell and the AWS command line; those suit people who are comfortable with a command line, so follow AWS's page if you use them. If AWS shows "Access Denied (403 Forbidden)", AWS says missing permissions or incorrect bucket or user policies are common causes. Ask whoever manages your AWS account. The files you download are copies of your recordings on your computer, so look after them as you look after the originals.

Step 3: Send them to Callyst

Option 1: Upload the files (free check). This is the route for the free check.

1. Go to /free-check and fill in your name, work email and company. Gmail, Outlook and other free addresses cannot be used. One free check per company. Optional: send your own scorecard, or a checklist we turn into a draft scorecard. Without one, we use our standard sales scorecard.
2. We email you a sign-in link. Click it, and press Sign in on the "Finish signing in" page that opens. That opens your private upload page. The link works once and expires after 15 minutes.
3. On the upload page, tick We have permission to share these calls only if the people on the calls, and your company, allow Callyst to process the recordings. Our Terms ask you to upload only calls you have the right to record and use, including any consent that call-recording laws require.
4. Upload up to 10 of the files you downloaded in Step 2, as .wav or .mp3, up to 50 MB each.
5. When every file is uploaded, press Done, build my report. Your scored report arrives within 24 hours.

More detail on uploading: How do I upload call recordings to Callyst?

Option 2: Import calls (paste links). For teams already using Callyst; not part of the free check.

Pasted links are not part of the free check. For the free check, use Option 1. Teams already using Callyst can also have a workspace admin paste up to 50 https links at a time on the Import calls page instead of downloading each file, for example pre-signed S3 links. Callyst fetches each file. AWS charges can apply when Callyst fetches the links, as they can when you download the files yourself. Import calls takes .mp3, .wav or .m4a, up to 50 MB each; the file type is read from the file itself.

To make a pre-signed S3 link for one file (AWS's own steps, AWS: Sharing objects with presigned URLs, checked 21 October 2026):

1. In the S3 console, open your bucket and select the recording.
2. From the Object actions menu, choose Share with a presigned URL.
3. Set how long the link should last. In the console the longest is 12 hours. Use a short time, enough for the import to finish.
4. Choose Create presigned URL. AWS says the link is copied to your clipboard automatically, with a button to copy it again. Paste it into the Import calls box, one link per line.

AWS says a presigned link uses the credentials of whoever made it, and that anyone who has the link can download the file until it expires. Treat each link like the recording itself: do not post links in public places, and keep expiry short. For many files, AWS also shows aws s3 presign on the command line, where the longest expiry is 7 days.

Example of what you paste (fictional links, not real):

https://amzn-s3-demo-bucket.s3.amazonaws.com/2026/10/14/2026-10-14T093000~5550100~5550101~00000000-0000-4000-8000-000000000001.mp3?X-Amz-Signature=EXAMPLE
https://amzn-s3-demo-bucket.s3.amazonaws.com/2026/10/14/2026-10-14T101500~5550102~5550103~00000000-0000-4000-8000-000000000002.mp3?X-Amz-Signature=EXAMPLE

What happens next

• Callyst transcribes the audio itself. You send recordings, not transcripts.
• Each call is scored against your scorecard, or our standard one. Item scores come with a quote from the call, checked word for word against the transcript. If no quote checks out, the score shows without one.
• Scores and coaching notes are AI-generated and can be wrong. Review flags before acting on them.
• Audio is deleted 30 days after scoring, and no recording is kept longer than 35 days.
• Compliance: add your compliance checks to the scorecard and Callyst flags the calls that miss them, with the quote.

Questions and answers

Does Callyst connect to GoTo Connect directly?

No. Callyst has no built-in connection to GoTo Connect or any other phone system. It works with any phone system that can export recordings, by upload for the free check. Teams already using Callyst can also import by link.

Can I export every call in one click?

The GoTo help pages we read do not describe a one-click bulk export of audio. The ways they document for getting a file are the classic call reports save step, which is written for one call at a time, and your own Amazon S3 bucket.

How do I download a file from Amazon S3?

See Step 2, number 6. They are AWS's own console steps: choose the bucket, select the file, choose Download. AWS says the console downloads one object at a time.

Does Amazon S3 cost anything?

AWS storage may incur charges, and AWS says data-transfer fees apply when you download objects outside its network. This applies whether you download the files yourself or paste links for Callyst to fetch. We cannot say what you would pay. See AWS's S3 pricing page.

What file types work?

.wav or .mp3 on the free check and the upload page, up to 50 MB each. Import calls, for teams already using Callyst, also takes .m4a.

My recordings are .wav49. Will that work?

We do not list .wav49 as supported, so choose .wav or .mp3 where your settings allow.

Can I paste links for the free check?

No. Pasted links are not part of the free check; upload the files (Option 1). Teams already using Callyst can have a workspace admin paste up to 50 links at a time on the Import calls page.

Which calls does Callyst skip?

Voicemails, no-answers, exact duplicates, calls under 60 seconds and calls over 90 minutes are set aside and not billed.

Does Callyst score calls in other languages?

Callyst scores calls in English.

Can I use GoTo's meeting recordings?

This guide is about phone-call recordings. GoTo's "Manage recordings" article covers meeting recordings and is a different feature.