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Single Sign-On Overview

Twilio Frontline works with your existing Identity Provider to authenticate users and enable single sign-on (SSO). Frontline connects to any Identity Provider that supports SAML 2.0 — such as Google, Active Directory, Okta, etc. — enabling you to use your primary corporate account to access Frontline.


  • Identity Provider (IdP) is a trusted entity that lets you enable single sign-on to access other websites or services such as Twilio Frontline 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 of an 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 Frontline uses SAML version 2.0.
  • Service Provider (SP) is the service interacting with the IdP to authenticate the user. In this context, Twilio Frontline is the Service Provider configured as an Application on an Identity Provider to enable single sign-on.

Configure your IdP to support Frontline

The process you need to follow to configure Frontline as a Service Provider with your Identity Provider will be different depending on which IdP your organization uses. Below, you can find documentation that describes how to set up Frontline as a Service Provider for some popular Identity Providers. Don’t see your organization’s IdP? Check back — we’ll be updating this list.

Identity Attributes and Frontline Roles

Your Identity Provider should provide the attributes email and roles. The first of these is the user’s email address, the second is a list of roles assigned to the user. These attributes are ‘claims’ — key-value pairs that the Identity Provider asserts to the Service Provider to be true.

Frontline supports the following roles:

Role Description
agent Grants access to use the Frontline application.

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