Open CTI Retirement

Open CTI will be retired with the Spring ‘28 release. To ensure you have access to the most innovative, AI-driven tools on the Salesforce platform, we recommend migrating to Salesforce Voice.

Why is Open CTI being retired?

This is a strategic evolution to make sure that you can leverage the full power of the Salesforce platform. While Open CTI has been a trusted framework, it’s built on technology that limits our ability to deliver the cutting-edge innovations that you expect. By focusing our development on Salesforce Voice, a built-in, first-party solution, we can provide a more seamless and powerful experience for your teams.

What does this change mean for me?

The impact depends on your current setup:

• For new customers: Effective immediately, new Agentforce Service orgs can no longer implement Open CTI. We have moved to a Salesforce-first built-in integration strategy for all new environments.

• For pre-existing customers: Open CTI has entered its final maintenance phase. While you can continue using it in your current environment until full retirement on February 28, 2028, you cannot implement Open CTI for any new Agentforce Service orgs.

What action should I take?

We recommend that you begin planning your transition to Salesforce Voice soon. Moving to this modern, AI-powered architecture allows you to activate native Agentforce capabilities and unlock real-time call transcripts for better coaching and visibility.

What happens if I don’t take action?

If you remain on Open CTI, your system will receive only basic maintenance and won’t benefit from new feature innovations. Continuing to use Open CTI results in a higher Total Cost of Ownership (TCO) because you miss out on the AI-driven productivity gains offered by Agentforce and Data Cloud. On February 28, 2028, the Open CTI framework will reach its End of Life, and legacy connectors will no longer function.

How do I identify affected users?

Review your org to identify any users currently using a CTI softphone who are not yet on Salesforce Voice.

Where can I find more information?

If you have any questions or need assistance, refer to Salesforce Help or contact your Salesforce account team.

For more information about product retirements, see Salesforce Product & Feature Retirements. For more information about Salesforce’s approach to retiring products and features, see Product & Feature Retirement Philosophy.