Answers
What happens to my RingCentral Salesforce integration when Open CTI retires in 2028?
Salesforce has announced its Open CTI framework will be retired on February 28, 2028, after which integrations built on it stop functioning. RingCentral for Salesforce embeds its softphone through Open CTI, so vendors that rely on it will need to migrate. WorkDial, a Salesforce-native CTI platform, runs its own dialer on Open CTI today too and is committed to migrating to Salesforce's supported path before that date; either way, your call data stays as native Salesforce objects, not a synced copy.
Last updated 2026-06-22
What Open CTI is
Salesforce Open CTI is a JavaScript framework that lets a third-party phone system embed a softphone inside Salesforce and exchange call events with it. It is how most non-native Salesforce phone integrations put a dialer in the Salesforce window.
When it retires
Salesforce has set Open CTI's retirement for February 28, 2028, after which implementations built on it will no longer function. The retirement is documented on Salesforce Help and covered by Salesforce Ben. Salesforce is steering customers toward its own Voice products.
Does RingCentral for Salesforce use Open CTI?
Yes. RingCentral's own RingCentral for Salesforce Lightning Administrator Guide directs admins to add the "Open CTI Softphone" to Lightning apps via Utility Items, and RingCentral's community confirms Open CTI support. So the RingCentral for Salesforce managed package is built on the framework Salesforce is retiring. (RingCentral ships more than one Salesforce product; this is the RingCentral for Salesforce managed package, the common one.)
What it means for RingCentral users
Before February 28, 2028, a RingCentral-on-Salesforce setup that relies on the Open CTI softphone will need a migration path: either to whatever RingCentral provides as a replacement, to Salesforce's own Voice products, or to a different approach. It is a date worth putting on the roadmap now rather than discovering late.
The migration window
Plan the move. The retirement date is set. Map which integrations depend on Open CTI and pick a path.
Migrate and validate. Stand up the replacement, run it alongside the current setup, and confirm calls log correctly before cutover.
Open CTI retires. Anything still running on Open CTI without a completed migration stops working that day.
Where does WorkDial stand on Open CTI?
WorkDial's dialer is built on Open CTI today, the same framework the rest of the Salesforce CTI category runs on, including the RingCentral for Salesforce package described above. WorkDial is committed to migrating to Salesforce's supported path before the February 28, 2028 retirement date, so calling keeps working through the transition.
Does this change where WorkDial's call data lives?
No. That migration is about the softphone framework only. It does not change where your call data lives: calls land as native Salesforce objects, telephony runs on your own Twilio account at carrier cost, you choose where recordings live, and AI call analysis is included in the seat rather than sold as an add-on. WorkDial keeps no data store of its own, and that has never depended on which framework carries the softphone.
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