Salesforce Open CTI and the Genesys Cloud for Salesforce integration both retire on 28 February 2028. Here's what's changing, the key dates, and a step-by-step path to CX Cloud from Genesys and Salesforce.
For years, many contact centres have connected Genesys to Salesforce through a computer telephony integration (CTI) built on Salesforce Open CTI — most commonly the Genesys Cloud for Salesforce managed package. Agents get a softphone inside Salesforce, screen pops, click-to-dial and call logging.
That model is now being retired by both vendors. Salesforce has put Open CTI into maintenance mode and scheduled it for retirement, and Genesys has deprecated its Open CTI-based integration on the same timeline. The supported path forward is CX Cloud from Genesys and Salesforce, which brings Genesys Cloud voice and digital interactions into Salesforce through Salesforce Voice and Omni-Channel.
2028 sounds a long way off, but this is a new implementation, not an upgrade. In our experience a typical migration takes around 2 months from assessment to decommissioning — so the time to plan is now.
22 April 2024
Genesys announces end of life for Gplus Adapter 8.5 for Salesforce (the Genesys Engage on-premises connector), with end of maintenance and support on 30 April 2025.
23 March 2026
Genesys announces the deprecation of Genesys Cloud for Salesforce. The integration enters maintenance mode and receives only minor updates until retirement.
Now
Salesforce Open CTI is in maintenance mode and is not available for newly created Agentforce Service orgs. Existing implementations continue to work until retirement.
28 February 2028
Salesforce retires Open CTI. Genesys Cloud for Salesforce retires at the same time.
Dates are taken from Genesys and Salesforce announcements and are current as of November 2026. Always confirm the dates that apply to your org with your Genesys and Salesforce account teams.
What's changing
Open CTI was Salesforce's browser-based framework for embedding third-party softphones in Salesforce. Each telephony vendor built its own adapter, so routing, presence and reporting lived largely outside Salesforce.
Salesforce's direction is a natively integrated voice channel. Salesforce Voice (formerly Service Cloud Voice) is built into Omni-Channel and Command Center for Service, so voice work is routed, reported on and supervised in the same place as cases, chats and messages — and it's the foundation for Einstein and Agentforce capabilities in service.
The new model
CX Cloud from Genesys and Salesforce connects Genesys Cloud to Salesforce using Salesforce's partner telephony model. Genesys Cloud continues to handle the contact centre — telephony, routing, IVR and digital channels — while agents work inside Salesforce with voice and digital interactions delivered through Salesforce Voice and Omni-Channel.
Licensing varies by edition and channel mix. Confirm the exact licences with Genesys and Salesforce before you buy.
It's a new implementation, not an upgrade. There is no in-place switch from the Open CTI package to CX Cloud. Expect to revisit call flows, routing, your Salesforce configuration and licensing. In our experience, a typical migration takes around 2 months, depending on the number of queues, channels and customisations — which is why early planning matters.
Migration roadmap
Before changing anything, document exactly what the current integration does so nothing is lost in the move.
Agree the target architecture and line up licensing on both sides before build starts.
Build and prove the integration in a Salesforce sandbox first.
Recreate what agents rely on today using the new model — don't just copy the old setup.
Reduce risk with a phased rollout instead of a big-bang switch.
Once every user is live on CX Cloud, retire the old integration cleanly.
Free download
Every step to retire the Genesys Cloud for Salesforce integration and go live on CX Cloud before the 28 February 2028 deadline, as a one-page checklist your team can work through.
Common pitfalls
Licensing, design, testing and agent training take time, and demand for experienced implementation partners is likely to rise as the deadline approaches.
The new model routes and reports differently. Use the move to simplify routing and remove workarounds rather than recreating them.
Custom code, reports and integrations built on CTI events are easy to miss. A full inventory in Step 1 prevents surprises after cutover.
Agents get a new workspace and new ways of handling presence and work. Role-based training and floor support make the difference on cutover day.
On Genesys Engage?
If you still connect Genesys Engage on-premises to Salesforce, the Gplus Adapter 8.5 for Salesforce reached end of support on 30 April 2025. For most organisations, the practical path is to plan the move to Genesys Cloud and CX Cloud together, so you modernise the contact centre and the Salesforce integration in one program rather than two.
How we help
We're Salesforce, Genesys and AI consultants who work on both sides of this integration — so we can plan the retirement and the new build as one program.
Our senior consultants lead strategy and governance, with a dedicated delivery team for build and testing. A typical migration takes around 2 months — so your move to CX Cloud can be planned, tested and adopted well before the 2028 deadline.
Sources
Let's talk
Tell us about your Salesforce, Genesys Cloud or CX automation goals. We'll respond within one business day with a tailored point of view — no slideware.
