Overview
On Feb 4, 2026, Salesforce announced the scheduled retirement of their Open CTI functionality, the current method used to integrate 8x8 with Salesforce.
Applies To
- 8x8 customers currently using the 8x8 for Salesforce CTI integration.
- Existing Salesforce Agentforce Service orgs.
Key Information
- Salesforce’s Planned Retirement Date: February 28, 2028.
- Impact: This applies to 8x8 customers currently using the 8x8 for Salesforce CTI integration.
- Current Status: You can continue using your existing integration without disruption until the retirement date.
Questions and Answers
What is happening?
Salesforce has announced the scheduled retirement of Open CTI, which is the current method used to integrate 8x8 with Salesforce.
What is 8x8's plan regarding this change?
To ensure continued compatibility, 8x8 is committed to providing an alternative solution for customers currently using 8x8 for Salesforce in advance of this retirement. We are actively evaluating options, including a Salesforce Voice Integration and other potential integration capabilities, to ensure continued support for our customers. 8x8 will continue to maintain full support for Open CTI until the official Salesforce retirement date.
When is Salesforce Open CTI being retired?
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.
Who will this impact?
This Salesforce announcement applies to 8x8 customers who are currently using the 8x8 Integration for Salesforce: 8x8 Work and Contact Center.
Does this situation affect only 8x8?
No. This Salesforce change affects all providers who rely on the Open CTI in Salesforce.
Are any other 8x8 CRM integrations affected by this?
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.
How long will 8x8 continue to support Integrations that use Salesforce Open CTI?
8x8 will maintain full support for Open CTI until the official Salesforce retirement date, currently scheduled for February 28, 2028.
Will this impact my organization immediately?
- 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.
When can we expect an 8x8 Salesforce Voice Integration?
8x8 is actively evaluating options, including a Salesforce Voice Integration and other potential integration capabilities, to ensure continued support for our customers, and will share expected time frames soon.
Can I expect full feature parity between the legacy and the new Salesforce integration at the time of EOL?
Core use cases, including Screen pop, Interaction logging, Click-to-call, and Automated record creation will continue to be supported in the new Salesforce integration, though with some changes to the user experience. A full feature list will be published once the new Salesforce integration is available.
For Salesforce Voice, is there an additional cost associated with this integration?
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.
What steps should I take now?
While there is no urgent action required today, customers should begin planning now:
- Audit Usage: Identify where and how Open CTI is currently deployed in your organization.
- Are you using the integration for 8x8 Contact Center?
- Are you using the integration for 8x8 Work?
- Are there currently any customizations made by 8x8 Pro Services to your integrations?
- Stay Informed: 8x8 will provide clear migration guidance and development well before the retirement date.
Who can I contact if I have more questions?
For additional questions, please reach out to your dedicated 8x8 account manager, who will be happy to help.
You can also Contact 8x8 Technical Support.