Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. We recommend transitioning your telephony integration to Service Cloud Voice to take advantage of the latest telephony innovations and native AI capabilities.
Where: This change applies to Open CTI.
Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. View supported editions.