What Is Open CTI in Salesforce?
Open CTI (Open Computer-Telephony Integration) is Salesforce's JavaScript API that lets a phone system run as a softphone inside Salesforce. It powers click to dial, screen pops and call logging without desktop software. Salesforce has scheduled Open CTI's retirement for 28 February 2028, so teams using it need to plan a migration.
How it works in Salesforce
A telephony vendor builds a softphone as a web page and connects it to Salesforce through Open CTI. An admin imports a call center definition file in Setup, assigns users to that call center, and adds the softphone to the utility bar of each Lightning app.
Once it's live, Open CTI passes events back and forth. When a call comes in, the softphone tells Salesforce the caller's number so it can search for a matching record and pop it on screen. When an agent clicks a phone number, Salesforce tells the softphone to dial. When the call ends, the softphone can save a Task with the call details on the related record.
Because Open CTI is browser-based, it works on any operating system and needs no installed software. Its retirement means every Open CTI-based setup needs to be audited and moved to a supported option before the deadline.
Example
A support agent receives a call. The Open CTI softphone in the utility bar rings, Salesforce finds the caller's Contact record and opens it, and when the agent hangs up a completed Task with the call duration is saved on that Contact.
How 360 CTI handles it
360 CTI gives Salesforce teams a supported calling setup with click to dial, screen pops, automatic call logging and AI features inside Salesforce. To plan your move, use the free Salesforce CTI Integration & Migration Checklist.
Related questions
Follow-up questions
When is Salesforce retiring Open CTI?
Salesforce has scheduled Open CTI retirement for 28 February 2028. Any calling setup that uses an Open CTI adapter needs a planned transition before that date.
How do I know if my org uses Open CTI?
In Setup, open Call Centers and check your call center definition. If your softphone loads from an adapter URL inside Salesforce, it relies on Open CTI.
What should we do first to prepare?
List every call flow, integration and report that depends on your softphone, then test a replacement in a sandbox. The free migration checklist walks you through each step.
See how 360 CTI handles this in your Salesforce org.