Open CTI Reaches End of Life: Salesforce Sets Retirement Date
Summary
Salesforce is retiring Open CTI, a JavaScript API used for integrating third-party telephony systems with Salesforce, by February 28, 2028. No new features will be added, and new orgs cannot create Agentforce Service using Open CTI. Salesforce urges customers to migrate to Service Cloud Voice, which offers modern capabilities such as native Omni-Channel integration, real-time call transcription, and AI-powered agent tools. Teams using Open CTI should start auditing current implementations and plan a timely migration to ensure continued telephony integration functionality.
Takeaways
- Plan migration from Open CTI to Service Cloud Voice well before February 28, 2028.
- Audit current telephony integrations to identify Open CTI deployments.
- Familiarize with Service Cloud Voice’s enhanced native features and AI capabilities.
- Note that Open CTI is deprecated and disabled for new Agentforce Service orgs immediately.
- Develop a transition strategy to replace complex legacy Open CTI integrations smoothly.
Salesforce is retiring Open CTI and telling customers to “transition development efforts towards Service Cloud Voice” before the End of Life (EoL) date. The company announced earlier this month that Open CTI – a method for integrating third-party computer telephony integration (CTI) systems with Salesforce – is in maintenance mode and scheduled to be retired on February 28, 2028. Open CTI Retirement: What’s Changing? Open CTI is a JavaScript API that allows the building and integration of third-party computer-telephony integration systems with Salesforce Call Center. You can use Open CTI to make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. Salesforce has now announced that it will introduce no new features or enhancements to Open CTI. Effective immediately, Open CTI is deprecated and no longer available for newly created Agentforce Service orgs – but existing ones can still use Open CTI until its retirement date in two years.