How do I enable SAML SSO (Single Sign-On) for agents to log into Comm100 account?

October 21st, 2018 | Settings & Customizations

Comm100 Agent SSO allows your agents to have a single login across Comm100 and other applications. Once logged in, you can move swiftly between Comm100 and other applications without needing to log into separate accounts or remember multiple usernames and passwords.

Comm100 supports Agent SSO via SAML (Security Assertion Markup Language) or JWT (JSON Web Token). This article introduces the steps on how you can enable the SSO with SAML. If you have been authenticated outside of the Comm100 system, you will be seamlessly granted with the access to Comm100 after you implement the SAML SSO.

As Comm100 account admin, please read the following sections to enable the SAML Agent SSO option in your Comm100.

As the Microsoft Azure Active Directory (Azure AD) supports the SAML 2.0 protocol, if you are using identity provider Azure AD, please simply refer to this tutorial for a quick start with SAML SSO Integration between Comm100 Live Chat and your Azure AD.

Required Information for Enabling SAML SSO

This is how SAML SSO works. If a user or agent attempts to log into their Comm100 Account, they will be redirected to your configured SAML service for authentication. Once they are authenticated, the user or agent is redirected back to Comm100 and automatically logged in. To set up SAML SSO, please meet with your tech team who is responsible for the SAML authentication system to ensure that your company has a SAML service for Comm100 users.

Please ask your tech team to provide the following information:

  • The remote login URL for your SAML that Comm100 will redirect your agents to for remote authentication.
  • (Optional)The remote logout URL where Comm100 can redirect users after they sign out of Comm100.
  • The SAML certificate from your SAML server. X.509 certificates are supported and should be in PEM or DER format.

To configure SAML authentication system, your tech team, usually your IT Department, may require some additional information from Comm100. Please ask your team to refer to the Technical Implementation Details at the end of this article.

After you gather this information, enter it to Enable SAML SSO in your Comm100 Account.

Enable SAML SSO in your Comm100 Account

  1. Log into your Comm100 Control Panel and navigate to the My Account module.

    My Account Menu
  2. Click Security on the left, and enable Agent Single Sign-On.

    Agent Single Sign-On

  3. Switch to SAML SSO, and fill in the required information.

    As we mentioned in the first section of this article, please collaborate with your tech team and get the Remote Login URL and Remote Logout URL. For the Certificate, you can obtain the certificate from your SAML Identify Provider. Please check with your tech team about getting this information.

    You can also find an SSO login URL displayed on the page, share the link with your agents and have them log into their Comm100 account once you set up Agent SSO.

    Agent Single Sign-On

  4. Click to Save Changes.

User Management after Enabling SAML SSO

After you enable the agent SSO, please note that:

  1. Only your account admins can use their original Comm100 username and password to log into their Comm100 account after Agent SSO with SAML or SAML authentication has been enabled. Non-admin agents can be only signed into Comm100 via the enabled SSO platform and they cannot update or reset the password they use in Comm100.

  2. Only after your account admin creates an agent account with an email address that matches one from your SSO system, will an agent be able access their Comm100 account via SAML SSO.
    Note: When non-admin agents cannot sign in using their Comm100 login credentials they will see receive this error message:

    Error signing into the account

Log into your Comm100 Account with SSO

After you enable agent SSO and connect Comm100 to your SSO platform, your non-admin agents will need to log into Comm100 via your SSO service.

  1. Go to your account User Sign-In page.

  2. Click Sign in with Custom SSO.

    Sign in with SSO

  3. Provide your Comm100 Site ID and click Next.

    Note: If you are not sure about your Comm100 site ID, please consult your Comm100 account admin or refer to this article How to Find My Site ID.

    As mentioned in the previous section, in your SAML SSO configuration page of the Comm100 control panel, you can find the complete SSO login URL which includes the Comm100 Site ID. Example:

    https://hosted.comm100.com/adminmanage/LoginSSO.aspx?siteid=1000124

    Site ID for SSO login

  4. Comm100 redirects you to configured login system according to your SAML implementation.

  5. If you’ve already signed in to your own login system, you will be authenticated and log into your Comm100 account automatically. If you are not signed in, log into your system first and you will be authenticated and given access Comm100.

Technical Implementation Details

Please ask the relevant tech team in your company who is responsible for the SAML implementation to refer to the following technical details:

  • Required user attributes
  • Configuring the identity provider for Comm100
  • Configuring the SAML server for Comm100


Required user attributes

AttributeDescription
emailEmail of the user signing in. It is used to uniquely identify the user record in your Comm100 account.


Assigning an identity provider for Comm100

AttributeValue
entityIDcomm100


Configuring the SAML server for Comm100

When configuring the integration with Comm100, you may need to the following information:

  • Assertion Consumer Service(ACS) URL

    You can find the ACS URL when enabling the SAML SSO in your Comm100 account.

    Assertion Consumer Service(ACS) URL

  • Redirects to SAML Single Sign-on URL: Use HTTP POST

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