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This section describes how to configure SSO using Google Workspace for
use enterprise-wide Google Workspace credentials to sign into Contact Center AI Platform (CCAI Platform) and the agent
adapter. Google Workspace SSO uses the Security Assertion Markup Language (SAML)
authentication protocol.
Before you begin
To configure SSO using Google Workspace, be sure you have the following:
Google Workspace administrator credentials
An SSO URL
An entity ID
An email mapping field, usually Name ID
A SAML certificate (in Base64)
CCAI Platform administrator credentials
Configure Workspace for SSO
To configure Google Workspace, follow these steps:
In Google Workspace Admin Console, go to Apps > Web and mobile apps.
Click Add app.
Select Add custom SAML app.
In the App name field, add a name that will help you identify this SAML
app as belonging to your knowledge base, like CCAI Platform instance
SSO.
Click Continue.
You'll be directed to the Google Identity Provider detail page. Google offers
two options for getting the Google Workspace IdP info
CCAI Platform instance needs. For CCAI Platform, used the section option.
Copy the SSO URL, Entity ID, and certificate.
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.
Add your CCAI Platform instance service provider details into the Google Workspace SAML App configuration
Return to the Google Workspace Admin console and select Continue.
In the Service Provider page enter the following details.
Enter the ACS URL: https://{my_instance_id}.ccaiplatform.com/saml/v1/consume
Enter the Identifier (Entity ID) URL: https://{my_instance_id}.ccaiplatform.com/saml/v1/metadata
Enter the Start URL: https://{my_instance_id}.ccaiplatform.com/
Set the Name ID format to Email.
Click Continue at the bottom of the screen.
Select the user group that will be able to access the application.
Click Finish.
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 Google Workspace credentials via the SAML protocol.\u003c/p\u003e\n"],["\u003cp\u003eConfiguration requires both Google Workspace administrator and CCAI Platform administrator credentials, along with accessing settings within both the Google Workspace Admin Console and the CCAI Platform interface.\u003c/p\u003e\n"],["\u003cp\u003eDuring configuration, you'll need to add a custom SAML app in Google Workspace, then input specific details like the SSO URL, Entity ID, and certificate into your CCAI Platform instance's settings.\u003c/p\u003e\n"],["\u003cp\u003eTo complete the setup, you must also add the CCAI Platform instance service provider details, such as the ACS URL and Identifier (Entity ID), back into the Google Workspace SAML app configuration.\u003c/p\u003e\n"],["\u003cp\u003eSSO authentication is verified by accessing the agent adapter in your CRM application and logging in using your Google Workspace credentials.\u003c/p\u003e\n"]]],[],null,["# Configure SSO using Google Workspace\n\nThis section describes how to configure SSO using Google Workspace for\nuse enterprise-wide Google Workspace credentials to sign into Contact Center AI Platform (CCAI Platform) and the agent\nadapter. Google Workspace SSO uses the Security Assertion Markup Language (SAML)\nauthentication protocol.\n\nBefore you begin\n----------------\n\nTo configure SSO using Google Workspace, be sure you have the following:\n\n- Google Workspace administrator credentials\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 Workspace for SSO\n---------------------------\n\nTo configure Google Workspace, follow these steps:\n\n1. In Google Workspace Admin Console, go to **Apps \\\u003e Web and mobile apps**.\n\n2. Click **Add app**.\n\n3. Select **Add custom SAML app**.\n\n4. In the **App name field**, add a name that will help you identify this SAML\n app as belonging to your knowledge base, like CCAI Platform instance\n SSO.\n\n5. Click **Continue**.\n\n You'll be directed to the Google Identity Provider detail page. Google offers\n two options for getting the Google Workspace IdP info\n CCAI Platform instance needs. For CCAI Platform, used the section option.\n6. Copy the **SSO URL** , **Entity ID** , and **certificate**.\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\nAdd your CCAI Platform instance service provider details into the Google Workspace SAML App configuration\n---------------------------------------------------------------------------------------------------------\n\n1. Return to the Google Workspace Admin console and select **Continue**.\n\n2. In the **Service Provider** page enter the following details.\n\n - Enter the **ACS** URL: `https://{my_instance_id}.ccaiplatform.com/saml/v1/consume`\n\n - Enter the **Identifier (Entity ID)** URL: `https://{my_instance_id}.ccaiplatform.com/saml/v1/metadata`\n\n - Enter the **Start** URL: `https://{my_instance_id}.ccaiplatform.com/`\n\n - Set the **Name ID** format to Email.\n\n3. Click **Continue** at the bottom of the screen.\n\n4. Select the user group that will be able to access the application.\n\n5. Click **Finish**.\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 Google Workspace credentials."]]
