What Happens When Salesforce Open CTI Retires in 2028?
On 28 February 2028, Salesforce retires Open CTI, and calling integrations built on it will stop working. Teams using an Open CTI softphone need to move to Service Cloud Voice, Bring Your Own Telephony (BYOT) with Service Cloud Voice, or another supported Salesforce CTI before then, and test the move well ahead of the date.
How it works in Salesforce
Key dates and facts:
- Since 2020: Open CTI has been in maintenance mode, with no new features.
- 16 February 2026: Salesforce stopped supporting Open CTI in newly created Agentforce Service orgs.
- 28 February 2028: Open CTI retires and implementations built on it no longer function.
Who is affected: any org whose softphone loads through an Open CTI adapter, including many third-party calling apps. What to do now:
- Check Call Centers in Setup to confirm whether you use Open CTI.
- List what depends on calling: screen pops, logging fields, reports, flows and integrations.
- Compare supported options and test one in a sandbox.
- Plan the cut-over months before the deadline, not weeks.
Example
An operations team confirms its softphone runs on Open CTI, audits 14 reports and 3 flows that use call data, tests a replacement in a sandbox and completes the switch a year before the deadline.
How 360 CTI handles it
360 CTI helps teams plan and complete the move. Start with the free Salesforce CTI Integration & Migration Checklist and read Salesforce Open CTI Retiring in 2028.
Related questions
Follow-up questions
Will Open CTI stop working on 28 February 2028?
Yes. Salesforce has said Open CTI implementations will no longer function after that date.
Can we keep using Open CTI until then?
Existing implementations keep working until the retirement date, but no new features are being added.
Does the retirement affect new orgs sooner?
Yes. Salesforce stopped supporting Open CTI in newly created Agentforce Service orgs from 16 February 2026.
See how 360 CTI handles this in your Salesforce org.