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Genesys Cloud – Deprecation: Salesforce open CTI integration

Announced on
(YYYY-MM-DD)		Effective date
(YYYY-MM-DD)		Aha! idea
2026-03-23 2028-02-28 -

On February 28, 2028, Salesforce will retire . As a result, the Genesys Cloud for Salesforce Open CTI integration will also retire concurrently.

FAQs

Who is impacted

Customers using the Genesys Cloud for Salesforce Open CTI integration are impacted by Salesforce’s deprecation of the Open CTI APIs. Action will be required before the announced end-of-life (EOL) date to transition away from these APIs.

There is no immediate impact to your current service or business operations. Genesys Cloud core features operate independently of Open CTI and will remain unaffected.

Additional information

Genesys recognizes that customers using the Genesys Cloud for Salesforce Open CTI integration may have questions regarding this announcement.

We are working on clear guidance and related timelines for a path forward, which includes CX Cloud from Genesys and Salesforce and other supported experiences.

In the interim, please contact your Genesys representative for immediate questions.

Migration path and considerations

What are possible solutions or migration paths

Affected customers can choose from the following options:

  • Migrate to CX Cloud from Genesys and Salesforce
    Continue using a deeply integrated experience between Genesys Cloud and Salesforce.
  • Use the Genesys Cloud user interface directly
    Move agents to the Genesys Cloud workspace without a Salesforce-integrated CTI experience. 

How do I choose the right option

Your decision depends on whether your organization requires a CRM-integrated experience:

  • Choose CX Cloud if agents need to work within Salesforce with embedded Genesys capabilities.
  • Choose the Genesys Cloud user interface if agents can work directly in Genesys Cloud and do not require CTI integration with Salesforce.

What is CX Cloud?

CX Cloud is a deeper integration between CCaaS and CRM. It connects Genesys and Salesforce at an API level, with Genesys capabilities embedded directly into the Salesforce workspace.

Genesys channels flow into the native Salesforce interaction layer, creating a single, shared data model. This reduces cross-platform gaps and provides greater flexibility in applying AI.

This architecture brings the full Genesys agent experience, including WEM and AI, into the Salesforce workspace through managed packages.

Benefits of migrating to CX Cloud

  • Unified workforce management across platforms
  • Built-in AI capabilities
  • Improved reporting and visibility
  • Reduced reliance on custom development
  • A more integrated agent experience

    How long does a typical migration take?

    Migration timelines vary depending on factors such as company size, use cases, and readiness.

    • Some customers may begin operating within 4–6 weeks
    • Typical migrations take 2–4 months

    Is there downtime during migration?

    No.

    Open CTI and CX Cloud can exist side by side within both Genesys and Salesforce. This allows customers to:

    • Configure and test the new integration
    • Customize the agent experience
    • Migrate users in phases for testing and training

    Additional resources