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Configuring Single Sign-on and Identity Provider integration

Twilio Flex integrates with your existing Identity Provider to authenticate users (agents, supervisors or administrators) and enable Single Sign-On. Flex allows for integration with any Identity Provider that supports SAML 2.0 (Such as Google, Active Directory, Okta, etc), enabling you to use your primary corporate account as the identity provider for Flex.

Definitions

  • Identity Provider (IdP) is a trusted entity that lets you enable single sign-on (SSO) to access other websites or services such as Twilio Flex with a single login. Your users can keep using their corporate user identities without having to remember many passwords or having to retype passwords each time they access a different service connected to the same Identity Provider. An example Identity Provider is Okta.
  • Security Assertion Markup Language (SAML) - is an open standard for exchanging authentication and authorization data between parties, in particular, between an Identity Provider and a Service Provider. SAML is an XML-based markup language for security assertions (statements that service providers use to make access-control decisions). Twilio Flex uses SAML version 2.0.
  • Service Provider (SP) - Twilio Flex in this context is the service provider configured as an Application on an Identity Provider to enable single sign-on.

Configure your Identity Provider to support Twilio Flex

The steps to configure Flex as an application (Service Provider) within your Identity Provider will be different depending on which Identity Provider your organization uses. Below, you can find documentation required to set up Flex as a Service Provider in a few popular Identity Providers:

Identity Attributes and Flex Roles

Your Identity Provider can provide any number of claims (key-value pairs) to Flex. Four of these are mandatory: Unique ID/User ID, list of User's Roles, Full Name and Email. The Unique ID should be provided in the request header, so it's likely you won't need to explicitly set it.

The user data sent to Flex from the Identity Provider is stored in the TaskRouter Worker attributes. This allows you as the contact center developer to adapt the Flex UI using data about the logged in user from your Identity Provider. The Worker attributes created for the logged-in user are updated on every successful SSO login, so any changes to user data made in your Identity Provider will also be represented as worker attributes.

The Attributes can be divided into 3-categories.

  • Mandatory: The list of mandatory parameters required for Authentication and Authorization
  • Flex - Agent: These are parameters used by the Agent Desktop of Flex
  • Flex - WFO: These parameters are highly recommended if you are using the WFO capabilities of Flex (powered by Ytica).

Attribute conversion and data types

By default, all attributes will be transformed as strings to TaskRouter attributes except for roles attribute which defaults to stringarray (comma as separator).

It is possible to state the attribute type in the attribute name as follows:

name[.type]

where type is one of {string | int | boolean | array | stringarray | intarray | booleanarray}

Examples

Attribute Name Type Example Value
name.string String Mary
skill.int Integer 1
sales.boolean Boolean true
languages.stringarray String Array en,de,fr
skills.intarray Integer Array 1,2,3,4

Incorrectly defining the attribute type and value (example skill.int defined as "a" or skill.int defined as "1.23") will result in Flex throwing a - 400 Error invalid attribute format. No TaskRouter changes will be made if the attribute definition(s) are incorrect.

Note that roles is a special attribute that accepts a comma-separated list of roles and does not require casting to stringarray.

contact_uri Attribute

contact_uri is used by TaskRouter and Twilio Voice SDK to dequeue a call (additional information). By default, the call is dequeued to the worker's contact_uri attribute using Twilio's JavaScript Voice Client (example: client:userId). The contact_uri is automatically configured by Flex and does not need to be set within your Identity Provider. The specific identity value will be escaped to only include alphanumeric and underscore characters.

The incoming call can also be dequeued to a SIP interface (sip:someone@somedomain.com) or a phone number by setting contact_uri as a phone number (+14151112222 - E.164 format). To dequeue to these identities, the contact_uri should be set within your Identity Provider.

When dequeuing the call to an international number please ensure the destination country is enabled in Twilio Console > Programmable Voice > Calls and Geo Permissions.

Mandatory Attributes

Attribute Name Type Value / Example

roles

Stringarray

agent, admin

full_name

String

Bob Bobson

email

String

john@company.com

Flex - Agent

Attribute Type Value / Example

image_url

String

http://www.someurl.com/bob_bobson.jpg

Flex - WFO (powered by Ytica)

Attribute Type Value / Example

department

String

Sales

email

String

mary.smith@company.com

location

String

London

manager

String

Adam Shepherd

phone

String

+15555555555

roles

Stringarray

wfo.team_leader

team_id

String

1

team_name

String

Sales VIP

team_name_in_hierarchy

String

London,Sales,VIP

FAQ

How does Twilio Manage Identities?

Each user that logs in to Twilio Flex via SAML Identity Provider will automatically become a Flex User.

Flex will also auto-provision a TaskRouter Worker for this identity - TaskRouter is at the core of Flex and is required to enable intelligent skills-based routing of tasks to Agents or Supervisors.

Whenever a user logs in to Flex, all claims passed are checked and updated if necessary, using the Identity Provider as the source of truth. If you would like to update a specific Worker attribute directly then please do not configure it in the Identity Provider claims/attributes.

Can I log into Flex using Identity Provider-initiated login? (ex: Okta tile)

Yes. The SSO Configuration in Twilio Console has an optional 'Default Redirect URL' field. When provided, this allows IdP-initiated login to route into Flex. If your agents use Flex from flex.twilio.com, then provide:

https://flex.twilio.com/dancing-owl-1234

where dancing-owl-1234 is your account's Runtime Domain (found here). Otherwise, you would use your own self-hosted Flex URL.

Can I log into Flex Agent Desktop without an Identity Provider?

Yes, Twilio console users (designated as admin role) will be able to test and validate the Agent Desktop by logging in through Twilio Console Flex section.

Alternatively, for self-hosted instances, console users can utilize a Flex Runtime Login View. It provides a link to log in with Twilio Console. Whenever SSO is configured, it also allows Flex users to log in by providing runtime domain. To enable Flex Login View remove sso attribute from the application configuration.

Runtime Login View

How do I log in to a self-hosted domain?

For your security, all self-hosted domains must be whitelisted with Twilio to enable SSO login. These Trusted Domains can be provided alongside your SSO Configuration within the Twilio Console. The following patterns can be used when providing a Trusted Domain:

example.com allows example.com but not email.example.com
flex.example.com allows flex.example.com but not example.com
*.example.com allows one.example.com or two.example.com, but not example.com or one.two.example.com
127.0.0.1 or ::1 allows the IP address

The * can only be used to wildcard subdomains. For example, example.*.com or example*.com are not supported.

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