What is changing and why
Salesforce will retire Streaming API versions 23.0 through 36.0 in their Winter ‘25 release, which will occur between October 5 and October 12, 2024. As a result, the Talkdesk for Salesforce integration will be updated accordingly to align with Salesforce’s latest requirements.
The Auto Pop Up for Salesforce Cases functionality using the Salesforce library will be impacted by this change - no action is required. Salesforce SMS Component will also be impacted for customers using older versions of Talkdesk for Salesforce - action will be required in this case. See more details below.
This update is necessary to maintain compatibility with Salesforce’s API infrastructure. As positioned by Salesforce, Legacy API versions being retired will no longer be supported, potentially making these older versions vulnerable to security risks and performance issues.
Functionality impacted & Action required
- Auto Pop Up for Salesforce Cases: functionality operates through two possible architectures, CTI and Salesforce library. Only customers currently using this functionality via Salesforce library will be impacted by this change. To mitigate the impact, Talkdesk is migrating all customers to the CTI architecture on October 5, 2024.
This action relies exclusively on the Talkdesk side, there is no action for customers. The migration will prevent any functional impact until a new version of the package compatible with the new API is launched. No functional disruption is expected.
- Salesforce SMS Component: Customers using Talkdesk for Salesforce versions older than 6.3 will experience issues with the SMS Component, where the status of the SMS will not be automatically updated on the component UI but will still be visible on the related Talkdesk Activity. To avoid disruption, customers must upgrade to the latest version of the Talkdesk for Salesforce package available on AppExchange.
Important dates
- October 5, 2024: Talkdesk migrated all impacted customers to the CTI architecture for Auto Pop Up for Salesforce Cases. No customer action is needed.
- October 5 and October 12, 2024: Salesforce will retire Streaming API versions 23.0 through 36.0 in their Winter ‘25 release. Customers using Talkdesk for Salesforce versions older than 6.3 will experience issues with the SMS Component and must upgrade to the latest Talkdesk for Salesforce package to maintain full functionality.
Resources
- Talkdesk for Salesforce on AppExchange
- Auto Pop Up for Salesforce Cases
- Salesforce SMS Component
- Release notes
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If you have any questions or concerns, please contact your Customer Success Manager or the Customer Care team via the Talkdesk Support Portal.