Note: In response to customer feedback and to allow additional time for preparation, the enforcement timeline for Salesforce Managed Package Upgrade has been updated. Feature restrictions for users without a paid license will now begin on March 16, 2026 (previously January 12, 2026), and billing for license overages will begin on May 4, 2026 (previously February 2, 2026).
Summary: An automated upgrade to the Talkdesk for Salesforce package is required for all customers using Salesforce integration. The rollout of the upgrade is set to begin on October 4, 2025. As part of this upgrade, customers will now be able to self-manage their user licenses via Manage Seats in the Subscriptions App. They will be required to update their entitlements in Manage Seats by March 16, 2026. If a customer opts out of this upgrade, they will lose the ability to create or manage Talkdesk users from the Talkdesk Admin App and Subscriptions App.
Impacted customers: All Talkdesk customers with a Salesforce integration.
What is changing and why
Customers utilizing our paid integrations will be required to assign seats to all users of the integration via Manage Seats within the Subscriptions App. Customers currently exceeding their contracted seat count will be unable to add additional users until they reduce their user count to their contracted seats or purchase additional seats. This change is being implemented to mitigate overages among our existing customers, and provide self-serviceability for these licenses in line with the rest of the Talkdesk product suite.
Talkdesk for Salesforce™ version 7.0 will be available for release beginning October 4, 2025. Enhancements with this version include the following:
- [New] Talkdesk Admin > Users: introduction of the Subscribers embedded app to manage user licenses
- [Change] Talkdesk Admin > Users > Inactive Talkdesk Users: ‘Add user’ flow will only create a Talkdesk user. Admins will then need to assign licenses to newly created users via Manage Seats, using the new embedded app mentioned above.
- [Change] Talkdesk Admin > Users > Active Talkdesk Users: Change Role, Change CTI, and Deactive will be blocked. Admins can use the embedded Subscriptions app and Manage Seats to perform the above actions.
Talkdesk for Salesforce version 7.0 will be automatically pushed to production accounts by region starting October 4, 2025.
Planned dates for upgrade by region:
- UK: October 4, 2025
- Australia: October 11, 2025
- Canada: October 11, 2025
- Europe: October 18, 2025
- USA: October 25, 2025
Once the upgrade to version 7.0 has been completed, customers using Salesforce integrations (Talkdesk for Salesforce and Talkdesk for Salesforce Voice) must assign seats to all integration users through the Manage Seats section of the Subscriptions App. With Manage Seats, customers will be able to self-serve Salesforce integration license entitlements in the Subscriptions App, as with the rest of the Talkdesk product suite.
Impact
Applicable to all Talkdesk customers with a Salesforce integration.
For Customers opting out of the mandatory package upgrade (not recommended):
Customers using older versions of the Talkdesk for Salesforce package will be unable to create or manage Talkdesk users from the Talkdesk Admin App or Subscriptions App. Attempting to manage users via Talkdesk Admin > Users in Salesforce or the Subscriptions App in Talkdesk with older packages will result in errors, and the changes to users won’t be reflected in Talkdesk.
For Customers upgraded to the latest package (recommended): No impact on user creation or management. Use either Manage Seats on Subscriptions App or the embedded app on Talkdesk Admin > Users section on the Salesforce package.
Beginning on March 16, 2026, users without a valid licensed seat will be restricted from utilizing the following integration functionalities:
- Log in to the CTI and utilize its features (e.g., pops, click to call, automation tools).
- Access managed package components or Talkdesk embedded components, when applicable.
- Talkdesk Activities user identification.
- Automation user identification.
- Being part of agent synchronization processes (impacts omnichannel status sync via CTI).
Time and Duration
Beginning October 4, 2025, Talkdesk is pushing version 7.0 of the Talkdesk for Salesforce managed package to customers who have chosen to not opt out of the mandatory upgrade.
- Subscription App for Salesforce integrations will be rolled out beginning: Oct 4, 2025
- Talkdesk will begin to restrict access to users without a licensed seat by: March 16, 2026
- Talkdesk will begin charging customers for overages (where more licenses assigned than purchased) by: May 4, 2026
Between the version 7.0 upgrade and March 16, 2026, we will have a transition period: During this time, customers in overage will still be able to continue using the product without any disruptions - the aim is that this period is used for Customers to review their current licensing. If needed, your account team can help provide assistance.
Beginning May 4, 2026, unlicensed users will cease to have access to the licensed capabilities, and customers exceeding their allotted user count will be charged for the additional overage users.
Action required from customers
- Pre-Package Upgrade: Customers who do not want the upgrade to be pushed automatically to their production account must request this by filling out this opt-out form by October 10, 2025, and additionally inform their Customer Success Manager.
- Post-Package Upgrade: Admins need to Manage Seats within the Subscriptions App to ensure adherence to contractual limits until the date when the restriction will be applied.