Update as of January 6, 2026: In order to allow additional time for preparation, the enforcement timeline for licensed capacities on paid CRM integrations 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: We will be enforcing licensed capacities for our paid integrations. Existing customers with usage exceeding their licensed capacity must reduce this excess or procure additional licenses before new agents can be added.
Impacted customers: All paid CRM integration customers.
What is changing and why
Customers using our paid integrations will be required to assign seats to all integration users via Manage Seats within the Subscriptions App. Manage Seats enables admins to manage and track which users are assigned to the seats for each specific product according to the number of licenses available. 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.
The following paid integrations will be managed through Manage Seats (subscriptions app):
- Talkdesk for Salesforce
- Talkdesk for Salesforce Voice
- Talkdesk ServiceNow Connector
- Talkdesk HubSpot Connector
- Talkdesk Oracle SC Connector
- Talkdesk SAP C4C Connector
- Talkdesk PEGA Connector
Impact
Applicable to all the above described paid integrations
Manage Seats will be enabled in all CRM integration customer accounts between October 4, 2025 and October 25, 2025. Once installed, Admins are required to utilize Manage Seats within the Subscriptions App to assign seats to integration users.
Users without a valid licensed seat will be restricted from utilizing the following integration functionalities, when applicable:
- Log in to the CTI and utilize its features (ex. pops, click to call, automation tools)
- Enter managed package components
- Talkdesk Activities user identification
- Log in via Embedded Experiences within the integrations
- Automation user identification
- Being part of agent synchronization processes - from the 3rd party application to Talkdesk
In addition, existing customers utilizing paid integrations with licensing overages will be restricted from adding new users to the integration until in compliance with their contracted limits. After May 4, 2026, customers continuing to be in overage will be billed for the additional users.
Time and Duration
Manage Seats for paid integrations will be enabled by region, as follows:
- UK: October 4, 2025
- Australia: October 11, 2025
- Canada: October 11, 2025
- Europe: October 18, 2025
- US: October 25, 2025
- March 16, 2026: Feature restrictions for users without a paid license will begin.
- May 4, 2026: Accounts with license overages will start being billed.
Between October 4, 2025 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 situation.
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
- Existing Customers: Admins need to utilize Manage Seats within the Subscriptions App to ensure adherence to contractual limits.