Configure Salesforce SSO with Flex

Twilio is launching a new Console. Some screenshots on this page may show the Legacy Console and therefore may no longer be accurate. We are working to update all screenshots to reflect the new Console experience. Learn more about the new Console.

Have you already configured SSO using the endpoint? Learn how to update your existing configuration with the Flex SSO Migration Guide.

This document walks through the setup process for Salesforce SSO in Twilio Flex. You'll need access to your Salesforce instance and permissions to configure it, as well as access to the Twilio Console.

After you setup your Single-Sign On configuration, the Twilio Console SSO page will provide your Login Link.

Create a self-signed certificate in Salesforce

You'll start by creating a certificate. You'll need to configure this with Twilio Flex later.

  1. Click on the Settings icon, then click on Setup
  2. On the sidebar, scroll down to Settings. Click on Security > Certificate and Key Management.
  3. Click the Create Self-Signed Certificate button.
  4. Enter a Label and Unique Name, e.g: `SalesforceSSO`
  5. The Key Size should be the default value of 2048.
  6. Check the Exportable Private Key.
  7. Click Save.
  8. Click Download Certificate. You will need the certificate later.

Enable Salesforce Identity Provider in Salesforce

Make sure that the Identity Provider is enabled in Salesforce.

  1. On the Setup page, on the left sidebar, navigate to Settings > Identity > Identity Provider.
  2. Click Enable Identity Provider.
  3. Select the certificate you created in Create a self-signed certificate in Salesforce.
  4. Click Save.

Create a Twilio Flex Connected App in Salesforce

Let's point Salesforce to the Flex side of the integration.

  1. On the Setup page, navigate to Apps > App Manager.
  2. Click New Connected App.
  3. Set Connected App Name to “Twilio Flex”.
  4. Set API Name to “Twilio_Flex”.
  5. Enter a suitable email address for Contact Email.

Web App Settings

  1. In the Web App Settings section, set the Start URL to
  2. Enable SAML should be ticked.
  3. Set Entity Id to Remember to replace ACxxx with your Twilio Account SID.
  4. Set ACS URL to Remember to replace ACxxx with your Twilio Account SID.
  5. Set Subject Type to Username.
  6. Set Name ID Format to urn:oasis:names:tc:SAML:1.1:nameid-format:unspecified.
  7. Set Issuer to
  8. Set IdP Certificate to the certificate you created in Create a self-signed certificate in Salesforce.
  9. Check that the Verify Request Signatures option is unticked.
  10. Check that the Encrypt SAML Response option is unticked.
  11. Click Save.

Add custom attributes

  1. Navigate to App > App Manager.
  2. Search for the App you created in Create a Twilio Flex Connected App in Salesforce.
  3. Click on the caret symbol and select View.
  4. Click on New under the Custom Attributes section.
  5. Add the two custom attributes:
    Key Value
    full_name $User.FirstName + “ “ + $User.LastName
    roles “agent” (must be in quotes)

Note This will grant all users agent permissions in Flex. If you need to add supervisor or admin permissions, edit the “roles” custom attributes in the App Manager and include the roles in a comma separated value format. e.g: “agent, supervisor, admin” will grant the users the agent, supervisor, and admin role in Flex.

Create a Salesforce User

You can create a Salesforce user that will then be able to be used to login to Twilio Flex using SSO.

  1. On the Setup page, navigate to Administration > Users > Users.
  2. Click New User.
  3. Fill in the required values:
    • First Name
    • Last Name
    • Alias
    • Email (You’ll need this to receive a verification email)
    • Username (You’ll use this to login later)
    • Nickname
  4. Select Salesforce for User License.
  5. For Profile, select Standard User. (We will need to assign profile access).
  6. Scroll down and check Generate new password and notify user immediately.
  7. Click Save.
  8. Check your email for instructions on how to verify your account.

Assign Profile Access to the Connected App

  1. On the Setup page, navigate to Administration > Users > Profiles.
  2. Edit the Standard User profile.
  3. Under Connected App Access, check the box for Twilio Flex app.
  4. Click Save.

Note Salesforce users that are assigned to specific Profiles must have profile access to your Twilio Flex app. In Create a Salesforce User, we created a user and assigned the Standard User profile. Profiles that do not have access will not be able to complete SSO with Flex.

Setup SSO in Twilio Flex

Almost done! Now, you need to configure the Twilio side of the integration.

  1. Open the Twilio Flex Single Sign-On admin page.
  2. Set Friendly Name to something related, e.g: SalesforceSSO.
  3. Copy the contents of the certificate you downloaded earlier in Step 8 from Create a self-signed certificate in Salesforce.
  4. Paste the certificate contents for the X.509 Certificate field.
  5. Set Identity Provider Issuer to
  6. Set Default Redirect URL to
  7. Click Save.


Be sure that the Twilio SSO URL field matches the value you provided in Salesforce for ACS URL. To learn more about migrating from the URL to see our migration guide.

Testing SSO in Twilio Flex

To test your Salesforce integration with Twilio Flex, enter the auto-generated login link in your address bar. You can find it in the Flex Single Sign-On settings.

You will be redirected to Salesforce and will be required to login with your Salesforce credentials. Once you successfully authenticate using your Salesforce user, you should be redirected to Twilio Flex and have completed Single Sign-On with Salesforce!

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