Dialpad has updated its guidance for Salesforce customers on the Open CTI retirement. The short version: Dialpad for Salesforce itself is not being retired, but the parts of it that depend on Open CTI will need a new home before February 28, 2028.
Key facts at a glance
- Open CTI has been in maintenance mode since 2020, with no new features.
- New Agentforce Service orgs cannot implement Open CTI (effective February 16, 2026).
- Open CTI retires with the Spring ’28 release; legacy connectors stop working on February 28, 2028.
- Salesforce recommends moving to Salesforce Voice, through a partner contact center or Agentforce Contact Center.
That distinction matters, because it changes the conversation from “will my integration stop working?” to “which of my workflows need to move, and where?”
What Dialpad is saying
In its Salesforce Open CTI Deprecation FAQs, last updated October 9, 2026, Dialpad says the change does not affect Dialpad service today and that no feature changes are expected right now based on the current retirement timeline. Customers can keep using their existing setup.
However, Dialpad also confirms that some Dialpad for Salesforce capabilities rely on Open CTI, and customers who use those capabilities will need to move to a supported path before the retirement date.
For brand-new Salesforce environments, the guidance is more urgent. Dialpad points out that Open CTI is no longer available for newly created Agentforce Service orgs as of February 2026, so a supported alternative should be part of the plan from day one.
The two paths Dialpad recommends
Salesforce Voice. Dialpad describes this as the more native option, with telephony embedded directly in Salesforce. It is a fit for organizations that want a Salesforce-native operating model long term. Dialpad notes that Salesforce Voice is a $50 add-on purchased from Salesforce, in addition to your Dialpad license.
Dialpad Everywhere. This option keeps a consistent Dialpad experience across Salesforce and other business apps, without a full move to Salesforce Voice. Calls can be logged to Salesforce through Dialpad Everywhere and the Dialpad sidebar. Dialpad positions it for teams that work across several systems and value continuity.
The Powerdialer detail that is easy to miss
One line in Dialpad’s FAQ deserves extra attention. Dialpad states that Salesforce Powerdialer will no longer be available once Salesforce retires Open CTI, and recommends that teams relying on Salesforce-native or Open CTI-based dialing workflows start exploring Dialpad Powerdialer early.
For outbound sales and collections teams, that is a bigger change than swapping a softphone. Dialing lists, cadences, call dispositions and the reports built on them may all need rework. It is worth flagging to sales operations now, not just to the contact center team.
No big-bang cutover required
Dialpad says you do not need to move all users at once. A phased migration lets you test the new setup, train people gradually and reduce disruption. That matches the guidance from other vendors and from Salesforce itself: run a pilot, learn, then expand.
Questions to ask your Dialpad account team
Before you choose a path, get clear answers to a few questions. Which of our current Dialpad for Salesforce features rely on Open CTI? What does the agent experience look like on Dialpad Everywhere compared with Salesforce Voice? How will call logging and reporting change? And what does a phased rollout look like for a team our size? Writing the answers down makes it much easier to compare against other vendors later.
What this means for your contact center
- Audit by workflow, not by product. The question is which specific features touch Open CTI, such as click-to-dial, screen pops and power dialing.
- Bring sales ops into the plan. Powerdialer users face a workflow change, not just a technical one.
- Weigh the license against the experience. Salesforce Voice adds a Salesforce license on top of Dialpad; Dialpad Everywhere avoids that but is less embedded.
- Decide early for new orgs. If you are spinning up a new Salesforce environment, Open CTI is already off the table.
Every vendor’s answer looks slightly different, which is why it pays to compare. If your team wants voice, digital channels and Salesforce data in one Omni-Channel workspace, take a look at Vonage Contact Center for Salesforce as part of your evaluation.
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