Engage Digital | Configuring single sign-on

To allow your Salesforce users to use the Engage Digital console directly from Salesforce without needing to separately log into Engage Digital, you can configure single sign-on (SSO). This requires generating the SSO configuration information in Engage Digital, and then supplying it to Salesforce.

Configuring Engage Digital single sign-on

To generate the SSO configuration information from Engage Digital, follow these steps:
1. Login to Engage Digital
2. Select Admin from the main menu
3. Navigate to Settings > Extensions from the left-hand navigation bar
4. If JWT Single Sign On is not shown on the page, click Add at top right and select it from the list
5. Hover your mouse over JWT Single Sign On and click the Edit pencil icon that appears at far right
6. Leave the Enable non-SSO login box checked
7. For the Remote login URL, enter https://sfdc.dimelo.com/v1/dimelo/jwt/login
8. Copy the generated Shared secret string or enter one of your choosing
To supply the SSO configuration information to Salesforce, follow these steps:
1. Login to Salesforce
2. Access the Engage Digital app from the Salesforce App Launcher
3. Select Setup from the top dropdown menu bar in the app
4. Click Edit in the Engage Digital SSO section
5. Provide the Shared secret string generated from Engage Digital
6. Click Save
Once saved, your users can now connect to Engage Digital.

Synchronizing your agents to allow single sign-on

To allow your agents to use single sign-on, you must synchronize the Salesforce users with the Engage Digital agents. This synchronization links the Salesforce users with the Engage Digital agents, and requires that certain data be unique within the systems, such as email address and Salesforce external ID.
To synchronize your users, follow these steps:
1. In Salesforce, click the Setup gear icon in the upper right-hand corner of the screen
2. Select Setup from the dropdown menu
3. Select Users > Users from the left-hand panel
4. Click on the user you want to edit
5. Navigate to the Engage Digital Information section and click Edit
6. Check the Activate Synchronization box
7. Select New in the Synchronization Status field
8. Click Save
If the synchronization status shows Succeeded, your agent is now available in Engage Digital and can be used through Salesforce. If the synchronization status shows Error, you may see one of these error messages:
  • Email already taken: This message indicates that the Salesforce email address of the account you are trying to create already exists in Engage Digital 
  • External ID is already taken: This message indicates that an Engage Digital user with the Salesforce user ID already exists in Engage Digital
  • External ID already exists: This message indicates that the Engage Digital user, with the Salesforce user email address, already has another External ID
To resolve these issues, try the following, depending on the error:
  • Change the email address of the existing Engage Digital user
  • Delete the conflicting Engage Digital External ID and the Salesforce Engage Digital Agent ID
  • Relaunch the synchronization by selecting New or Not Synchronized in the Synchronization Status
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