Salesforce is retiring Open CTI, the legacy framework for embedding third-party softphones in Salesforce, on February 28, 2028.
This change does not affect your Dialpad service today, and Dialpad for Salesforce is not being retired. You can continue using your current integration while reviewing your workflows and planning a supported path forward.
Let's take a look at the most common questions.
What is changing?
Salesforce is retiring Open CTI on February 28, 2028. Some Dialpad for Salesforce capabilities currently rely on this framework, so customers using those capabilities will need to move to a supported path before the retirement date.
Does this affect my Dialpad service?
No. There is no immediate impact to your current Dialpad service or Salesforce integration. You can continue using your existing setup as usual.
Dialpad for Salesforce is not being retired, and no feature changes are expected today based on the current retirement timeline. This is a long-term platform change, not an immediate service interruption, so you do not need to migrate right away.
Our goal is to support a smooth transition and provide a clear path forward well before Open CTI is retired.
What should I do now, and why should I start planning?
Planning early gives you more control over testing, rollout timing, training, and user enablement. It also gives your team time to evaluate the available options instead of waiting until the retirement date is close.
For now, we recommend that you:
Continue using your current Dialpad for Salesforce setup.
Identify workflows that depend on Open CTI.
Review whether Salesforce Voice or Dialpad Everywhere is a better fit.
Start planning early if you’re creating a new Salesforce environment or rely heavily on Open CTI-based workflows.
Work with your Dialpad team on a transition plan well ahead of February 2028.
What are my options?
Most customers will want to evaluate one of these paths:
Salesforce Voice: A more native Salesforce experience for customers who want telephony embedded directly in Salesforce. Salesforce Voice is a $50 add-on purchased from Salesforce, in addition to your Dialpad license.
Dialpad Everywhere: A flexible option for customers who want a consistent Dialpad experience across Salesforce and other business applications. You can use Dialpad Everywhere and the Dialpad sidebar to log calls to Salesforce.
Your account team can help you decide which option best fits your setup and workflow.
What is Dialpad Everywhere?
Dialpad Everywhere lets you use a consistent Dialpad experience while working in Salesforce, without requiring a full move to Salesforce Voice.
It’s a good fit if your teams work across Salesforce and other business applications and want flexibility and continuity across systems.
Learn more about Dialpad Everywhere and using Salesforce with Dialpad.
What is the Salesforce Voice path?
Salesforce Voice is designed for customers who want telephony to be embedded as natively as possible within Salesforce.
It may be a good fit if your organization prefers a Salesforce-native experience and plans to use that operating model long-term.
Salesforce Voice is a $50 add-on purchased from Salesforce, in addition to your Dialpad license.
Do I need to move all users at once?
Not necessarily.
A phased migration may be the best approach for your organization. It lets you test the new setup, train users gradually, and transition with less disruption.
What if I’m creating a new Salesforce environment?
Review your telephony architecture with Dialpad early in the setup process.
Open CTI is no longer available for newly created Agentforce Service organizations as of February 2026, so a supported alternative should be part of your planning from the start.
What about Salesforce Powerdialer and similar workflows?
If you rely on Salesforce-native or Open CTI-based dialing workflows, start exploring Dialpad Powerdialer early. Salesforce Powerdialer will no longer be available once Salesforce retires Open CTI.
Planning ahead gives you time to evaluate the right replacement workflow and prepare your users.
What should I do if Salesforce raises concerns about Open CTI?
Contact your Dialpad team early. We can review your current setup, identify workflows that depend on Open CTI, and help you plan the best path forward.