Configure Okta IdP with Flex

To set up Okta as your identity provider (IdP) for Flex, you need to create a SAML 2.0 integration in Okta and then configure Flex with those credentials.

For prerequisites to create a SAML 2.0 integration, or for more information about this type of integration, see Okta's documentation.

In the Okta Admin Console, navigate to Applications > Application. Staying within your Okta account, create an application:

1. Click Applications > Applications > Create App Integration.
   A dialog appears with integration options.
2. Click SAML 2.0.
3. Give the application a name. For example, Twilio Flex.
4. Optionally, upload a logo.

Tip: If you can't finish your setup in one sitting, continue by navigating back to Applications > Applications in the Okta Admin Console and selecting your active application.

On the Create SAML Integration page, enter the following general settings:

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

In Okta, in the Attribute Statements section, add the following required claims. The values shown in the table below are only examples. Replace placeholders with 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 setup described above, Okta passes the following attributes to Flex:

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

Preview the SAML assertion generated and validate your SAML settings. In this example, the ACL URL and entity ID values are shown using the placeholders https://ACS_URL and https://entity_ID, respectively.

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

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

You need the details of your Okta application to configure Flex to use this application. To locate your Okta application details:

1. With your application selected, click the Sign On tab.
2. Do one of the following:
   • Under Sign on methods, in the SAML 2.0 section, click More details.
   • In the right pane, under SAML setup, click View Setup Instructions.

You can configure SSO in Flex Console on the Single Sign-on page. Make sure you copied your application details using the instructions directly above so you have the values you need from Okta. Flex requires the following fields:

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In Okta, add the users you want to access Flex and assign the Flex roles they need to have. You can add Okta users individually or in a batch:

• To add users individually, go to Directory > People, and click Add person.
• To import a group of users, on the More actions dropdown, import a CSV file containing the list of users.

Make sure that you assign a Flex role to your Okta application users by leveraging the user attribute defined for the "roles" SAML claim. Available Flex roles are agent, admin, and supervisor. To assign multiple roles, use a comma-separated list.

To assign a role:

1. Navigate to Directory > People, select the user, and click the Profile tab.
2. Edit the User type attribute to specify the roles that you want to assign to your Flex user.

After you define the roles for a user, Flex updates the Worker attributes with each successful SSO authentication.

To assign users to your application in Okta:

1. In the Okta Admin Dashboard, navigate to Applications > Applications and click Assign Users to app .
   Expand image
2. Select the application and the users you want to add, and then click Next.
3. Optionally, enter user-specific attributes. If you are defining a custom username, make sure it's unique.
4. Click Confirm Assignments.

The message "Sorry, you can't access Twilio Flex because you are not assigned this app in Okta" can appear if a user isn't properly assigned to the Okta app you created for Flex. Revisit the steps above to add them to your application.

To test your SSO setup:

1. Navigate to the Flex Console Single Sign-on page.
2. Do one of the following:
   • Click Login with SSO.
   • Copy the login link and paste it into your browser address bar. This redirects you to the IdP login page.
3. Log in using the credentials of the test user. Depending on the user settings, the IdP may ask you to set your password.
   
   Once authentication completes, the IdP redirects you to the Flex UI. What you can see in the UI depends on the Flex roles set in the IdP user profile.
4. Validate the worker full name display in the Flex UI, or navigate to the Worker page in the TaskRouter Dashboard to review other attributes, like email and assigned roles.

See Configuring SSO for additional details like the following:

• How to initiate login from your IdP
• How to log in to a self-hosted domain
• Which attributes you can define for each identity