Configure Okta IdP with Flex

Register a developer account at Okta

Navigate to https://developer.okta.com/ and create a free developer account.

Create an application on Okta

Navigate to Applications > Application in the Okta Admin Console. Staying within your Okta account, create an Application.

1. Click Applications > Applications > Create App Integration.
2. A pop-up modal should display with integration options. Pick SAML 2.0.
3. Give the Application a name. For example, Twilio Flex. Upload a logo if you have one.
   
   

Configure your Application

In the "Create SAML Integration" page, enter the following general settings:

General SAML Settings

Configure claims

Claims are key-value pairs that the Identity Provider asserts to be true to the application. Flex uses these to determine the critical information about each Flex User.

In the Attribute Statements section, add the following required claims. The values in the following table are for example purposes only. Replace with the appropriate values specific to your Okta implementation. Make sure the Okta user attribute you are using for the Flex roles is populated.

You can optionally add the following attribute:

For a list of mandatory attributes and example values, see Configuring SSO and IdP in Flex.

With the provided setup, Okta will pass the following attributes to Flex:

• full_name
• image_url (for use in the agent avatar)
• roles
• email

Scroll down to the bottom of the page to preview the SAML assertion generated based on your settings. It's a good way to validate your SAML settings.

<?xml version="1.0" encoding="UTF-8"?>
<saml2:Assertion ID="id5838987467318981535749982" IssueInstant="2021-08-26T15:19:53.544Z" Version="2.0"
    xmlns:saml2="urn:oasis:names:tc:SAML:2.0:assertion">
    <saml2:Issuer Format="urn:oasis:names:tc:SAML:2.0:nameid-format:entity">http://www.okta.com/Issuer</saml2:Issuer>
    <saml2:Subject>
        <saml2:NameID Format="urn:oasis:names:tc:SAML:1.1:nameid-format:unspecified">userName</saml2:NameID>
        <saml2:SubjectConfirmation Method="urn:oasis:names:tc:SAML:2.0:cm:bearer">
            <saml2:SubjectConfirmationData NotOnOrAfter="2021-08-26T15:24:53.549Z" Recipient="https://iam.twilio.com/v1/Accounts/AC578d078d214f5178981f0a8be328918f/saml2"/>
        </saml2:SubjectConfirmation>
    </saml2:Subject>
    <saml2:Conditions NotBefore="2021-08-26T15:14:53.549Z" NotOnOrAfter="2021-08-26T15:24:53.549Z">
        <saml2:AudienceRestriction>
            <saml2:Audience>https://iam.twilio.com/v1/Accounts/AC578d078d214f5178981f0a8be328918f/saml2/metadata</saml2:Audience>
        </saml2:AudienceRestriction>
    </saml2:Conditions>
    <saml2:AuthnStatement AuthnInstant="2021-08-26T15:19:53.544Z">
        <saml2:AuthnContext>
            <saml2:AuthnContextClassRef>urn:oasis:names:tc:SAML:2.0:ac:classes:PasswordProtectedTransport</saml2:AuthnContextClassRef>
        </saml2:AuthnContext>
    </saml2:AuthnStatement>
    <saml2:AttributeStatement>
        <saml2:Attribute Name="roles" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:basic">
            <saml2:AttributeValue
                xmlns:xs="http://www.w3.org/2001/XMLSchema"
                xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type="xs:string">user.userType
            </saml2:AttributeValue>
        </saml2:Attribute>
        <saml2:Attribute Name="email" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:basic">
            <saml2:AttributeValue
                xmlns:xs="http://www.w3.org/2001/XMLSchema"
                xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type="xs:string">user.email
            </saml2:AttributeValue>
        </saml2:Attribute>
        <saml2:Attribute Name="image_url" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:uri">
            <saml2:AttributeValue
                xmlns:xs="http://www.w3.org/2001/XMLSchema"
                xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type="xs:string">user.profileUrl
            </saml2:AttributeValue>
        </saml2:Attribute>
        <saml2:Attribute Name="full_name" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:basic">
            <saml2:AttributeValue
                xmlns:xs="http://www.w3.org/2001/XMLSchema"
                xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type="xs:string"/>
            </saml2:Attribute>
        </saml2:AttributeStatement>
</saml2:Assertion>

In the next screen, select "I'm an Okta customer adding an internal app".

Save Application information and copy Application details

If you didn't finish your setup the first time, you can navigate to Applications > Applications in the Okta Admin Console and select your active application.

Select the Sign On tab. Click "View Setup Instructions". You will need this information to configure Flex to use your Okta application.

Configure Flex with your new SAML credentials

Next, configure SSO on the Flex Console Single Sign-on settings page. You will need the following fields from the Okta Setup Instructions page:

Create your application users

You can add an Okta user individually by navigating to Directory > People and clicking Add person, or you can import a group from a CSV by selecting "Import users from CSV" on the More actions dropdown. Make sure that you assign a Flex role to your Okta application users, leveraging the user attribute defined for the "roles" SAML claim.

Available Flex roles are agent, admin, and supervisor. You may add multiple roles for a user by separating their various roles with commas.

One way to assign a role would be to:

1. Navigate to Directory > People, select the user, and click on the Profile tab.
2. Edit the attribute defined for the "roles" SAML claim with the Flex roles you want to assign to the user.

After you've defined the role(s) for a user, Flex will update the Worker attributes with each successful SSO authentication.

Ensure Users in Directory are assigned to the Application

To assign your newly created Okta application to a user, navigate to Applications > Applications and click Assign Users to app.

Select the application and the users you want to add then click Next. You may enter user-specific attributes. If you are defining a custom username, ensure it is unique. When you are ready, click Confirm Assignments.

Additional 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 attributes that can be defined for each identity.

Test your SSO

Navigate to the Flex Console Single Sign-on settings page. You can click "Login with SSO", or copy the login link and paste it into your browser address bar, which will redirect you to the Okta login page.

Use the credential of the test user you created in the previous steps. Depending on the user settings, you may be requested to set your password. Once the authentication is completed, you will be redirected to the Flex UI. What you can see depends on the Flex role(s) set in the Okta user profile.

You can validate the worker full name display in the Flex UI, or navigate to the Worker page in the TaskRouter Dashboard to review other attributes such as email and assigned role(s).

Troubleshooting

Flex application unassigned

If the user is not assigned the Flex application in Okta, you will see the following error message:

"Sorry, you can't access Twilio Flex because you are not assigned this app in Okta."