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Important Information: Salesforce will proceed with the retirement of Open CTI as of February 28, 2028. Additionally, in February 2026, Open CTI will no longer be available for newly created Agentforce Service organizations.

This article outlines the impact of the retirement of Salesforce Open CTI on our Talkdesk for Salesforce integration. It also details the existing differences between our available solutions.

How will this impact Talkdesk customers?

This announcement specifically relates to customers leveraging the Talkdesk for Salesforce package. There is no immediate impact on your current service, and your contact center will continue to operate as usual.

While Talkdesk for Salesforce currently has dependencies on the Open CTI framework, the integration’s architecture is being progressively updated to maintain functionality while legacy dependencies are removed.

A detailed guide will be provided outlining specific feature updates and the various options available to ensure your organization continues to leverage a fully supported integration before the 2028 deadline.

Will the Talkdesk for Salesforce solution be retired? 

No. We will continue to support and evolve our Talkdesk for Salesforce solution. We are actively investing in the integration architecture to remove legacy dependencies.

What are Talkdesk for Salesforce dependencies on Open CTI?

The Open CTI framework currently supports several core interaction and synchronization features within the Talkdesk for Salesforce package. The specific capabilities currently tied to this framework include:

• Telephony: Click-to-call and Relate-to in Conversations
• Presence: Omni-channel Status Sync and Presence Sync Rules
• Workflow: Automation Tools and Case Pop
• Sales Productivity: Integration with Sales Engagement (previously High Velocity Sales)

Note: Many of our core features operate independently of Open CTI and will remain unaffected, including Talkdesk Embedded, Talkdesk Activities, Automations, and Data Dips.

Does Talkdesk support Salesforce Voice?

Yes, Talkdesk for Salesforce Voice is available as a dedicated managed package. As one of Salesforce's first telephony partners for Salesforce Voice (previously known as Salesforce Voice), Talkdesk has invested heavily in this partnership to deliver a truly native, AI-powered experience.

Are there additional costs for Salesforce Voice?

Yes. While Talkdesk's licensing remains the same whether you choose Talkdesk for Salesforce or Talkdesk for Salesforce Voice, the latter requires an additional Salesforce license.

However, Salesforce has established processes to support customers transitioning from legacy integrations to the new Voice architecture. We recommend contacting your Salesforce Account Executive directly to discuss your specific pricing.

What are the main differences between Talkdesk for Salesforce and Talkdesk for Salesforce Voice?

Talkdesk for Salesforce: Features a "flexible" UI, allowing Talkdesk to be side-by-side, on top, or embedded within your Salesforce. It provides deep access to advanced Talkdesk features like Advanced Dialer, Contacts Data Model, and Multi-party Consultation.

• Talkdesk for Salesforce Voice: A fully embedded solution within the Salesforce Omni-Channel UI. It is the required path for organizations using Agentforce, and enables real-time call transcription and native Salesforce routing. Talkdesk’s most advanced capabilities are planned to be brought into this solution in the near future.

Both solutions serve different use cases and levels of integration with Salesforce. Your choice should be based on what better fits your current organization and long-term business objectives.

Can specific users remain on Talkdesk for Salesforce while others move to Talkdesk for Salesforce Voice?

Yes. Talkdesk offers the flexibility to run both integrations within the same organization simultaneously. Customers can either acquire new Talkdesk for Salesforce Voice licenses or convert existing Talkdesk for Salesforce licenses to the Voice offering.

Once both license types are active in your account and both packages are integrated, administrators can easily move agents between the two solutions via the Talkdesk Subscriptions App.

Note: This is our recommended approach for a phased migration, as it allows for a controlled rollout, ensuring each team is fully onboarded and validated before transitioning the entire contact center.

How to migrate to Talkdesk for Salesforce Voice?

To ensure a smooth transition to Talkdesk for Salesforce Voice, we recommend the following high-level steps:

• Salesforce Org Readiness: Confirm you have acquired the necessary Salesforce Voice licenses and that Omni-Channel is enabled within your Salesforce org.
• Licensing and Package Installation: Contact your Talkdesk representative to provision your Talkdesk for Salesforce Voice licenses and install the dedicated package from the AppExchange. 
  • Important Information: Do not uninstall your Talkdesk for Salesforce package. It serves as the foundation for your telephony integration and must be installed and integrated for Talkdesk for Salesforce Voice to work.
• Configuration: Complete the setup for the Talkdesk for Salesforce Voice integration.
• Phased User Migration: Transition users at your own pace. Use the Talkdesk Subscriptions App to toggle agents from one integration to the other, allowing for a controlled and validated rollout.

Detailed technical documentation and Professional Services packages are available (upon request) to guide your team through each step.

If you have additional questions or require assistance in determining the best path forward for your organization, please reach out to your Talkdesk representative.