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Genesys Cloud CTI Adapter | CTI, Omni-Channel, HVS, Dialer

By Genesys

This integration reaches end of life on 2/28/28. Contact your Genesys AE.

Starting at $15   USD/user/month
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Business Need
Telephony
Requires
Sales Cloud
Compatible With
Service Cloud

Important note: Salesforce Open CTI APIs and this integration will retire on February 28, 2028. There is no immediate impact; however, customers should begin migration to supported solutions such as CX Cloud from Genesys and Salesforce.

  • Supercharge support with Genesys Cloud CX and Salesforce

Compatibility

Requires
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
Sales Cloud
Compatible With
This solution is tested to work with and extends the value of these products, but doesn't require them.
Service Cloud
Salesforce Editions
Professional
Enterprise
Unlimited
Developer
Essentials
Additional Requirements
To use Genesys Cloud for Salesforce, purchase appropriate licenses for Genesys Cloud, configure Genesys Cloud permissions and configure Salesforce to display the softphone.

App Details

Version
Genesys Cloud for Salesforce/5.2 5.2.0
Listed On
01/15/2016
Latest Release
06/22/2026
Supported Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Person Accounts
Supports Salesforce orgs that use Person Accounts.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Person Accounts
Managed Package
Package Contents
If this app is a managed package, the custom apps, tabs, and objects that it contains don't count against your Salesforce allocations. If this app is not a managed package, allocations apply. Learn More in Help
Custom Objects: 33
Custom Tabs: 0
Custom Apps: 0
Lightning Components
Global: 3
App Builder: 3
Community Builder: 0
Languages
Dutch
English
Finnish
French
German
Danish
Italian
Japanese
Korean
Portuguese
Russian
Simplified Chinese
Spanish
Swedish
Traditional Chinese

Security

This solution is a Non-SFDC Application as defined in Salesforce’s Main Services Agreement. Notwithstanding these Security Requirements or any security review of a Partner Application, Salesforce makes no guarantees about the quality or security of this solution. You’re responsible for evaluating this solution’s quality, security, and functionality.
Last Reviewed Version
The most recent solution version that underwent the AppExchange Security Review. Undergoing the Security Review doesn't guarantee a solution’s security.
4.35.0
Last Reviewed Date
The most recent date that this solution underwent the AppExchange Security Review. Undergoing the Security Review doesn’t guarantee a solution’s security.
07/11/2025

Additional Details

Salesforce has announced that Open CTI will reach End of Life (EoL) on February 28, 2028. As a result, this Genesys Cloud for Salesforce Open CTI integration will also be retired on that date. There is no immediate impact on current services or operations. Genesys Cloud operates independently of Open CTI and will remain unaffected. Customers should begin planning migration to supported experiences to ensure continuity and access to future innovation. Recommended options include: CX Cloud from Genesys and Salesforce: A future-ready foundation supporting evolving customer needs, including greater scalability and AI-driven innovation. Choose this if agents need to work within Salesforce with natively embedded Genesys capabilities. Native Genesys Cloud user interface: Choose this if agents can work directly in Genesys Cloud and do not require Open CTI within Salesforce. Salesforce CRM data can still be accessed and actioned. Migration timelines vary by organizational needs and readiness. There is no expected downtime, as Open CTI and the other recommended options can run concurrently during transition.

Need help?

Genesys

Menlo Park, CA, USA

Users can submit Support tickets via the web or by telephone with the Enhanced Support Offering. For more information please see: https://help.mypurecloud.com/articles/contact-purecloud-care/

Support Phone+1-888-369-5555
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