Salesforce Spring '26 Service adds Salesforce Voice features and a Case Timeline

Salesforce's Spring '26 Service notes are organized by month. Beyond contact center and messaging changes, the release adds Agentforce SLA Summary, enhanced case summaries, Service AI Adoption and Analytics, and Customer Signals Intelligence updates. Work Summaries for Case in beta is being retired. Agentforce IT Service adds service management, CMDB and Microsoft Teams service catalog features. Messaging updates in March 2026 include dynamic WhatsApp content, ending conversations from the session list view and bulk activation of enhanced messaging channels. Email updates in January 2026 extend the inbound limit for service agent emails.

The details

• Legacy Chat is being retired and Open CTI is scheduled for retirement.
• Salesforce Message Credits are introduced to manage messaging costs.
• Salesforce Voice adds WhatsApp voice calls and integration of AI agents.
• Salesforce Enterprise Knowledge is generally available in May 2026.
• Service Setup and Service Setup Assistant are retiring in new orgs.

Context

Salesforce launched an Agentforce Help Agent with pay-per-resolution pricing on June 25, 2026 and completed its acquisition of Fin, formerly Intercom, on September 10, 2026. On October 27, 2026 it added Agent Evals and cost controls to Agent Fabric. Salesforce also detailed Dreamforce 2026 agent releases on September 28, 2026.

Not disclosed

• Retirement dates for Legacy Chat and Open CTI
• Pricing for Salesforce Message Credits