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Salesforce Open CTI Retirement: End of Life February 28, 2028 – Migrate to Salesforce Voice

Fecha de publicación: Jun 25, 2026
Descripción

What is Open CTI?
Open CTI (Open Computer Telephony Integration) is a Salesforce API that allows partners and customers to build third-party CTI systems that integrate directly with the Salesforce user interface. It enables screen pops, click-to-dial, call controls, and other telephony features within the Salesforce UI.

Open CTI Retirement Timeline
Open CTI is currently in maintenance mode — no new features or enhancements are being added. Open CTI is scheduled for retirement on February 28, 2028. After this date, Open CTI implementations will no longer function.

What is changing?

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

  • 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 Is Salesforce Retiring Open CTI?
Salesforce is committed to delivering a unified, secure, and AI-powered agent experience. Retiring legacy Open CTI enables customers to take advantage of Salesforce Voice, which offers native integration with Omni-Channel, real-time call transcription, Next Best Action, seamless Agentforce capabilities, and more.

 

Solución

What Do I Need to Do?

Stay Aware
While pre-existing Open CTI implementations may continue to function until the retirement date, no new Open CTI implementations can be started. Ensure your product roadmap aligns with the February 28, 2028 retirement deadline to avoid service disruptions.

Prepare: Migrate to Salesforce Voice
If you are currently using Open CTI, begin planning your migration to Salesforce Voice immediately. Salesforce Voice is the recommended replacement and provides equivalent and enhanced telephony capabilities.

Follow these migration steps:

  1. Audit your usage: Review your current telephony integrations and identify all locations where Open CTI is deployed.
  2. Explore Salesforce Voice: Familiarize yourself with Salesforce Voice features to understand how they replace and enhance your current Open CTI capabilities.
  3. Plan your timeline: Create a migration strategy that ensures you are fully transitioned off Open CTI well before February 28, 2028.
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