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This section explains how to configure SSO using Azure for
use enterprise-wide Azure credentials to sign into Contact Center AI Platform (CCAI Platform) and the
agent adapter. Azure SSO uses the Security Assertion Markup Language (SAML)
authentication protocol.
Before you begin
To configure SSO using Azure, be sure you have the following:
An Azure account
An SSO URL
An entity ID
An email mapping field, usually Name ID
A SAML certificate (in Base64)
CCAI Platform administrator credentials
Configure Azure for SSO
To configure Azure, follow these steps:
Sign in to your existing Azure account.
Navigate to the Azure Portal and click Enterprise applications:
From the Enterprise applications page, click New application:
In the search box type saml.
Click Azure AD SAML Toolkit.
If preferred, change the application Name, then click Create.
Click Set up single sign on.
Click the SAML option.
Beside Basic SAML Configuration, click Edit.
For Identifier (Entity ID), enter
https://<environmentname>.ccaiplatform.com/saml/v1/metadata.
For Reply URL (Assertion Consumer Service URL), enter
https://<environmentname>.ccaiplatform.com/saml/v1/consume.
For Sign on URL, enter https://<environmentname>.ccaiplatform.com/.
Click Save at the top of the screen.
Beside User Attributes & Claims, click Edit.
Click Unique User Identifier (Name ID).
Change Source attribute to user mail, then click Save.
Verify that the Unique User Identifier has been changed to user mail.
Copy and save the Login URL and Azure AD Identifier to use
later in the CCAI Platform portal.
Click the download link for Certificate (Base64).
Open the file in a text editor for later use.
Configure your CCAI Platform instance for SSO
To configure SSO for your CCAI Platform instance, follow these steps:
In the Google Cloud console, go to the project selector dashboard and select the project that
contains your instance.
In the Name column, click the instance that you want to configure SSO for.
On the CCAI Platform instance Detail page, click editEdit.
For the login method, select SAML.
In the Single sign-on URL field, enter your SSO URL.
In the Entity ID field, enter your entity ID.
In the Email field mapping field, enter a text string such as Email name or
Name ID. This is used as a label for the email name field on the SSO sign-in page.
In the Authentication contexts field, select the authentication context that you want. If
your IdP configuration doesn't require the authentication context to be specified, then leave this
field empty. For more information, see Authentication context.
In the Certificate field, enter your SAML certificate. Be sure to include
-----BEGIN CERTIFICATE----- and -----END CERTIFICATE----- from the
certificate.
Click Save.
Verify SSO authentication
To verify SSO authentication, follow these steps:
Go to the agent adapter in your customer relationship management (CRM)
application.
Click Login with company SSO. A sign-in page displays.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThis guide explains how to set up Single Sign-On (SSO) for Contact Center AI Platform (CCAI Platform) and its agent adapter using Azure credentials and the SAML authentication protocol.\u003c/p\u003e\n"],["\u003cp\u003eConfiguring Azure for SSO involves creating a new application in the Azure portal, setting up SAML configurations with specific URLs and identifiers, and downloading a certificate.\u003c/p\u003e\n"],["\u003cp\u003eSetting up CCAI Platform for SSO requires selecting SAML as the login method and inputting the saved Login URL, Azure AD Identifier, email field mapping, and the downloaded Base64 certificate from Azure.\u003c/p\u003e\n"],["\u003cp\u003eTo verify SSO authentication, users should navigate to the agent adapter in their CRM and sign in using their Azure credentials.\u003c/p\u003e\n"],["\u003cp\u003eAn active Azure account and CCAI Platform administrator credentials are required before configuring SSO with Azure.\u003c/p\u003e\n"]]],[],null,["# Configure SSO using Azure\n\nThis section explains how to configure SSO using Azure for\nuse enterprise-wide Azure credentials to sign into Contact Center AI Platform (CCAI Platform) and the\nagent adapter. Azure SSO uses the Security Assertion Markup Language (SAML)\nauthentication protocol.\n\nBefore you begin\n----------------\n\nTo configure SSO using Azure, be sure you have the following:\n\n- An Azure account\n- An SSO URL\n- An entity ID\n- An email mapping field, usually Name ID\n- A SAML certificate (in Base64)\n- CCAI Platform administrator credentials\n\nConfigure Azure for SSO\n-----------------------\n\nTo configure Azure, follow these steps:\n\n1. Sign in to your existing Azure account.\n\n2. Navigate to the **Azure Portal** and click **Enterprise applications**:\n\n3. From the **Enterprise applications** page, click **New application:**\n\n4. In the search box type **saml**.\n\n5. Click **Azure AD SAML Toolkit**.\n\n6. If preferred, change the application **Name** , then click **Create**.\n\n7. Click **Set up single sign on**.\n\n8. Click the **SAML** option.\n\n9. Beside **Basic SAML Configuration** , click **Edit**.\n\n10. For **Identifier (Entity ID)** , enter\n `https://\u003cenvironmentname\u003e.ccaiplatform.com/saml/v1/metadata`.\n\n11. For **Reply URL (Assertion Consumer Service URL)** , enter\n `https://\u003cenvironmentname\u003e.ccaiplatform.com/saml/v1/consume`.\n\n12. For **Sign on URL** , enter `https://\u003cenvironmentname\u003e.ccaiplatform.com/`.\n\n13. Click **Save** at the top of the screen.\n\n14. Beside **User Attributes \\& Claims** , click **Edit**.\n\n15. Click **Unique User Identifier (Name ID)**.\n\n16. Change **Source attribute** to **user mail** , then click **Save**.\n\n17. Verify that the **Unique User Identifier** has been changed to **user mail**.\n\n18. Copy and save the **Login URL** and **Azure AD Identifier** to use\n later in the **CCAI Platform portal**.\n\n19. Click the download link for **Certificate (Base64)**.\n\n20. Open the file in a text editor for later use.\n\nConfigure your CCAI Platform instance for SSO\n---------------------------------------------\n\nTo configure SSO for your CCAI Platform instance, follow these steps:\n\n1. In the Google Cloud console, go to the project selector dashboard and select the project that contains your instance.\n\n [Project selector dashboard](https://console.cloud.google.com/projectselector2/home/dashboard)\n\n \u003cbr /\u003e\n\n2. In the navigation menu, click **CCAI Platform** .\n\n\n [CCAI Platform instances](https://console.cloud.google.com/contact-center-ai-platform)\n\n \u003cbr /\u003e\n\n The **CCAI Platform instances** page displays.\n3. In the **Name** column, click the instance that you want to configure SSO for.\n4. On the **CCAI Platform instance Detail** page, click edit **Edit**.\n5. For the login method, select **SAML**.\n6. In the **Single sign-on URL** field, enter your SSO URL.\n7. In the **Entity ID** field, enter your entity ID.\n8. In the **Email field mapping** field, enter a text string such as `Email name` or `Name ID`. This is used as a label for the email name field on the SSO sign-in page.\n9. In the **Authentication contexts** field, select the authentication context that you want. If your IdP configuration doesn't require the authentication context to be specified, then leave this field empty. For more information, see [Authentication context](/contact-center/ccai-platform/docs/authentication-context).\n10. In the **Certificate** field, enter your SAML certificate. Be sure to include `-----BEGIN CERTIFICATE-----` and `-----END CERTIFICATE-----` from the certificate.\n11. Click **Save**.\n\nVerify SSO authentication\n-------------------------\n\nTo verify SSO authentication, follow these steps:\n\n1. Go to the agent adapter in your customer relationship management (CRM)\n application.\n\n2. Click **Login with company SSO**. A sign-in page displays.\n\n3. Sign in with your Azure credentials."]]
