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Salesforce CTI Embedding

Description

Integrates with Salesforce using the Open CTI framework to embed call controls, screen pop, and disposition capture directly inside Salesforce Lightning and Classic. Published on AppExchange for streamlined customer installation.

Canonical use case

A SaaS company's support team handles inbound tickets and calls from within Salesforce Service Cloud, with the ExpertFlow softphone panel embedded in the utility bar.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing