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Google Chrome's Phase-Out of Third-Party Cookies Impacts Open CTI

Publiceringsdatum: May 14, 2026
Beskrivning

Google's Privacy Sandbox initiative has removed support for third-party cookies in Chrome, which impacts Open CTI implementations that rely on cross-site cookie access.
Open CTI (Computer Telephony Integration) is a Salesforce toolkit that allows browser-based softphones to communicate with Salesforce, typically embedded in the Service Console. Because Open CTI operates in an embedded browser context, it depends on cookie access across site boundaries — a capability that Chrome has now restricted.
If your Open CTI solution is provided or implemented by an AppExchange partner, contact them directly for corrective action.
To understand the impact on your implementation, test your Open CTI solution with the latest Chrome version, and work with your IT team to update integrations where necessary. Google's aim is to replace third-party cookies with a more privacy-conscious approach using purpose-built APIs.

Lösning
  • Google provides a recommended process for migrating away from third-party cookies in Chrome. Follow these steps to assess and update your Open CTI implementation:

    Step 1 — Audit Your Third-Party Cookie Usage

    Review all Open CTI adapters and integrations to identify which components set or read third-party cookies. Use Chrome DevTools (Application tab > Storage) to inspect cookie scope and partitioning status.

    Step 2 — Test for Breakage

    Enable Chrome's third-party cookie blocking flag (chrome://flags/#test-third-party-cookie-phaseout) and test your Open CTI softphone in your Salesforce Service Console. Document any errors or loss of functionality.

    Step 3 — Use Partitioned Cookies (CHIPS) for Embedded Contexts

    If your Open CTI adapter stores data in a cross-site embedded context (such as a softphone iframe), update it to use the CHIPS (Cookies Having Independent Partitioned State) attribute. CHIPS allows cookies to be set in an embedded context but restricts them to that specific top-level site.

    Step 4 — Use Related Website Sets for Linked Sites

    If your Open CTI implementation spans a small group of meaningfully linked sites (such as a CTI provider's domain and your Salesforce org domain), use Related Website Sets to allow limited cross-site cookie access.

    Step 5 — Migrate to Web APIs

    For use cases that cannot be addressed with partitioned cookies or Related Website Sets, migrate to the relevant Privacy Sandbox APIs (such as the Storage Access API) that provide equivalent functionality with user privacy protections.

    Using the Storage Access API with Open CTI

    If you need to access unpartitioned third-party cookies within your Open CTI implementation, Salesforce provides a sample Open CTI adapter demonstrating how to use the Storage Access API. The Storage Access API allows embedded content to request permission to access first-party storage.
    The sample adapter is available at:
    The sample adapter shows a UI with a "Request Permissions" button that the user clicks to grant the embedded CTI softphone access to first-party cookies. Once permission is granted, the session persists across interactions without requiring repeated prompts.
Knowledge-artikelnummer

000396744

 
Laddar
Salesforce Help | Article