Configure Google Single Sign-On (SSO) with Twilio Flex

1. Prepare your Google App environment

Before we connect Google to your instance of Flex, we have to build a few things in the Google Admin Console to make things run a little bit more smoothly.

To log in a Flex user, you must pass a minimum of three attributes to Flex in the SAML. Google provides email as an attribute out of the box but does not provide the roles or full_name attributes. We will need to build these ourselves.

1. Navigate to the User Schema page in your Google Admin Console.
2. Click on ADD CUSTOM ATTRIBUTE
3. Category = Flex Details
4. Create the two attributes below

Optionally, you can add more attributes to accommodate the attributes needed by WFO.

2. Create a custom SAML app

Navigate to the Google Admin Console and click on Apps

Click SAML apps.

Then click the "Add a service/App to your domain" link, or click the + icon at the bottom right.

a. Enable SSO for SAML application

Click on SETUP MY OWN CUSTOM APP

b. Google IdP Information

Download the certificate in the Option 1 section, and make a note of the SSO URL and Entity ID – you'll need these later.

c. Basic information for your custom app

• Set your Application Name – This might be "Twilio Flex", or a name of your choosing
• You may optionally add a description and logo

Here's a logo you can use!

d. Service provider details

Next, we need to set up the Service Provider Details. Twilio Flex is the Service Provider in this instance.

e. Attribute mapping

Now we need to add attributes that will be passed from the SAML to Flex. Create at least the three required attributes (case sensitive) to pass to Flex and map them to the appropriate fields.

3. Add the mapped roles to your G Suite Users

Navigate back to the Google Admin Console and click on Users.

Select a user and click into their User information section.

Scroll to the attribute name you gave your Flex roles (in this example it's 'Flex Roles') and click the edit icon to add your roles. The current options are 'agent', 'admin', and 'supervisor'.

Complete the setup

Now that you've configured your app, you must

• Verify your domain (if you haven't already) - https://support.google.com/a/answer/60216?hl=en
• Enable your app - https://support.google.com/a/answer/6087519?hl=en

4. Configure Flex with your Google SSO settings

Grab the URLs you noted in the Google IdP Information section and configure SSO on the Flex Console Single Sign-on settings page. Be sure that the Twilio SSO URL field matches the value you provided in Google for ACS URL. To learn more about migrating from the preview.twilio.com URL to iam.twilio.com see our migration guide.

Immediately after you’ve configured your IDP to use the iam.twilio.com URL you should update the Twilio SSO URL for your account by selecting the USES IAM.TWILIO.COM radio button.

Additional SSO Configuration

Our Configuring SSO page has additional details on how to initiate login from your Identity Provider, how to login to a self-hosted domain, and details on attributes that can be defined for each identity.

5. Testing Google SSO

Navigate to the Google SSO IdP URL (see above) in incognito mode, login, and you should be redirected to Flex.

Congrats!