FAQ: Salesforce Open CTI Retirement & Our Path Forward

Salesforce has announced the scheduled retirement of Open CTI, which is the current method used to integrate 8x8 with Salesforce.

8x8 is fully committed to delivering an alternative solution for all customers currently using 8x8 for Salesforce, well in advance of the February 2028 retirement date. Two alternative solutions have been confirmed:

• 8x8 for Salesforce Chrome Extension (targeted Q2 FY 26/27*) — No additional Salesforce license required. Retains existing Professional Services customisations. Supports voice and other media channels, including screen pop, click to call, and interaction logging.

• Salesforce Voice Integration (targeted Q4 FY 26/27*) — Salesforce's preferred, natively embedded solution with Einstein capabilities. Supports voice only, with screen pop, click to call, and interaction logging. Requires an additional Salesforce license at $50 per user per month. Available for Service Cloud and Sales Cloud only.

8x8 will continue to maintain full support for Open CTI until the official Salesforce retirement date. All dates are subject to change.

Salesforce’s Open CTI functionality will reach its official End of Life (EOL) on February 28, 2028. After this date, Open CTI implementations will no longer function.

This Salesforce announcement applies to 8x8 customers who are currently using the 8x8 Integration for Salesforce: 8x8 Work and Contact Center.

No. This Salesforce change affects all providers who rely on the Open CTI in Salesforce.

No, CRMs such as NetSuite, Zendesk, MS Dynamics, and all other CRMs supported by 8x8 will continue to use the current integration until further notice.

8x8 will maintain full support for Open CTI until the official Salesforce retirement date, currently scheduled for February 28, 2028.

• Existing Customers: There is no immediate disruption to your current service. You can continue to use your existing Open CTI integration until Salesforce’s retirement date in February 2028.

• New Customers: Effective as of February 4, 2026, Open CTI is unavailable for newly created Salesforce Agentforce Service orgs.

8x8 has confirmed two alternative solutions, both targeted for delivery ahead of the February 2028 retirement date:

• 8x8 for Salesforce Chrome Extension — targeted Q2 FY 26/27*

• Salesforce Voice Integration — targeted Q4 FY 26/27*

All dates are subject to change. 8x8 will provide further updates as availability is confirmed.

The Chrome Extension works differently from the current Open CTI integration in a few important ways:

• No longer embedded. The Chrome Extension opens in a new window rather than inside Salesforce.

• Different navigation. You won't be able to use Salesforce's built-in tab navigation. The extension uses browser tabs instead — for example, a screen pop opens in a new browser tab.

• No "possible match" functionality. If you create a new record during an interaction, you'll need to manually associate it with that interaction.

Core use cases — including screen pop, interaction logging, click to call, and automated record creation — will continue to be supported across both new integration options, though with some differences in user experience. Key points to note:

• The Chrome Extension supports voice and other media channels, and retains existing Professional Services customisations.

• Salesforce Voice is an embedded, Salesforce-native experience supporting voice only (other media requires BYOC). Professional Services customisations do not carry over.

A full feature list will be published once each new integration becomes available.

8x8 for Salesforce Chrome Extension — confirmed feature functionality*

• Out-of-the-box integration with minimal setup required.

• Screen pop and contextual information: Automatically retrieve and present Salesforce records upon initiating or receiving an interaction, giving agents valuable context, including past call history, to enhance customer interactions.

• Interaction logging and history: Effortlessly record interactions upon completion, accurately linking them to the correct record and capturing key data such as call duration, call recording, and SMS transcript.

• Automated record creation: Automatically generate new records when no match is detected, boosting agent efficiency and keeping your customer relationship data up to date.

• Click to call: Streamline call initiation by clicking a phone number within Salesforce, eliminating the need for manual entry.

• Configuration and customization: Configure integration workflows via a self-service administration portal.

Salesforce Voice — confirmed feature functionality*

• Voice call records

• Basic screen pop

• Softphone controls

• Agent SSO

• Agent status syncing

• WebRTC audio

• Real-time transcription

• Einstein NBA & Keywords

• Einstein GPT

• Federated routing – queues

• After Conversation Work (ACW)

• Warm transfers / conferences

• Phone book for transfers

• Transfer search & filtering

• Agent real-time metrics

• Transcription monitoring

• Agent flag & whisper

• Standard reporting

*Subject to change. A full feature list will be published once each new integration becomes available.

Yes. Salesforce Voice requires additional licenses purchased directly from Salesforce. These are separate from your existing 8x8 subscription.  Note that Salesforce Voice licenses are available only for Salesforce Service Cloud and Salesforce Sales Cloud.