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Salesforce Open CTI Retirement in February 2028

Udgivelsesdato: Feb 4, 2026
Beskrivelse

Open CTI has been a method for integrating third-party computer telephony integration (CTI) systems with Salesforce. As Salesforce focuses on delivering modern, native telephony experiences, Open CTI is scheduled for retirement.

Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI, and effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. However, existing Agentforce Service orgs can continue to use Open CTI until its retirement date. To ensure long-term compatibility and access to the latest features, you should transition development efforts to Service Cloud Voice.

What is changing?

  • Immediate Restriction: Effective immediately, no net new Agentforce Service Orgs can implement or use Open CTI.

  • Retirement Date: Open CTI will reach its End of Life (EOL) on February 28, 2028 . After this date, Open CTI implementations will no longer function.

Why are we doing this? Salesforce is committed to providing a unified, secure, and AI-powered agent experience. By retiring legacy Open CTI, we are enabling customers to take advantage of Service Cloud Voice. Service Cloud Voice offers native integration with Omni-Channel, real-time call transcription, Next Best Action, seamless Agentforce capabilities, and much more.

 

Løsning

What do I need to do?

Stay Aware 

Recognize that while pre-existing implementations may continue to function until the retirement date, no new Open CTI implementations can be started by new customers. Make sure that your roadmap aligns with the February 28, 2028 retirement to avoid service disruptions.

Prepare 

If you are an Open CTI user, we recommend that you begin planning your migration to Service Cloud Voice immediately.

  • Audit your usage: Review your current telephony integrations and identify where Open CTI is currently deployed.

  • Explore Service Cloud Voice: Familiarize yourself with the features of Service Cloud Voice to understand how it replaces and enhances your current capabilities.

  • Plan your timeline: Create a migration strategy that ensures you are fully transitioned off Open CTI well before the February 28, 2028 deadline.

Vidensartikelnummer

005306437

 
Indlæser
Salesforce Help | Article