Methods for Lightning Experience

If your org is using Lightning Experience, use methods that work with Lightning Experience.

Open CTI is in maintenance mode and is scheduled for retirement in February 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend transitioning your development efforts to Salesforce Voice. For more information, see this Knowledge Article, learning map, and developer migration guide.

Important

The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce Classic and Lightning Experience.You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing.

Note

disableClickToDial() for Lightning Experience
enableClickToDial() for Lightning Experience
getAppViewInfo() for Lightning Experience
getCallCenterSettings() for Lightning Experience
getSoftphoneLayout() for Lightning Experience
Sales Engagement Methods for Lightning Experience
isSoftphonePanelVisible() for Lightning Experience
notifyInitializationComplete() for Lightning Experience
onClickToDial() for Lightning Experience
onNavigationChange() for Lightning Experience
refreshView() for Lightning Experience
runApex() for Lightning Experience
saveLog() for Lightning Experience
screenPop() for Lightning Experience
searchAndScreenPop() for Lightning Experience
setSoftphoneItemIcon() for Lightning Experience
setSoftphoneItemLabel() for Lightning Experience
setSoftphonePanelHeight() for Lightning Experience
setSoftphonePanelIcon() for Lightning Experience
setSoftphonePanelLabel() for Lightning Experience
setSoftphonePanelVisibility() for Lightning Experience
setSoftphonePanelWidth() for Lightning Experience
Lightning Message Service Methods for Lightning Experience
Common Error Messages for Lightning Experience Methods