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Open CTI Reaches End of Life: Salesforce Sets Retirement Date

By Henry Martin

February 24, 2026

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. 

Salesforce recommends a transition to Service Cloud Voice to ensure long-term compatibility and access to the newest features, as Open CTI implementations will no longer function after the February 28, 2028 EoL date. 

Salesforce said in a help site post: “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.”

What Do I Do Now? 

If this news impacts you, Salesforce has the following recommendations. 

First, plan your migration to Service Cloud Voice as soon as possible. 

Second, audit your current telephony integrations and review where Open CTI is deployed currently. 

And third, familiarize yourself with Service Cloud Voice to better understand how it “replaces and enhances your current capabilities”. 

It is also worth planning a timeline and migration strategy that makes sure you are fully transitioned off Open CTI by the February 2028 deadline. 

Final Thoughts 

Salesforce introduced Open CTI in June 2012, so some organizations have no doubt built quite complex, custom integrations that will not easily translate to Service Cloud Voice – even if it has better capabilities than the 14-year-old Open CTI. 

Start planning your transition now. February 2028 will arrive faster than you might expect! 

The Author

Henry Martin

Henry is a Tech Reporter at Salesforce Ben.

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Comments:

    SunShine
    February 25, 2026 5:49 pm
    Such a greedy strategy from Salesforce just to sell its license. These moves will result in loosing trust and business from the customers who already built process using Open CTI with lots of investment in the Telephony Channel partners. Let's see how it lands.
    Reply
    Quick13
    February 25, 2026 6:14 pm
    I'll believe that retirement date when I see it. Service Cloud Voice took forever to launch without huge implementation issues & restrictions. With the volume of enterprise level businesses that use complex CTI integrations I cannot see this being a valid sunset date, the same way they kept pushing back Process Builder, Outlook, even Salesforce Classic.
    Reply
    Anu
    April 20, 2026 4:53 am
    We moved with WatBox.ai where it works without opencti and scv. And also has the multichannel with all the advanced features. We may need to find alternatives like this.
    Reply