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Engage Digital | Configuring single sign-on

Last updated on April 14, 2021

Table of contents

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

  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 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
  8. Copy the generated Shared secret string or enter one of your choosing.

Supplying SSO configuration information to Salesforce

  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.

Synchronizing your agents to allow single sign-on

To allow your agents to use single sign-on, you must link each Salesforce user account to their corresponding Engage Digital agent account. Certain data must be unique within the systems, such as email address and Salesforce external ID.
  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: Indicates that the Salesforce email address of the account you are trying to create already exists in Engage Digital.
  • External ID is already taken: Indicates that an Engage Digital user with the given Salesforce user ID already exists in Engage Digital.
  • External ID already exists: Indicates that the Engage Digital user of the given 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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