SnapEngage

Before You Begin

Introduction

This document describes how to configure Oracle Identity Cloud Service to provide Single Sign-On (SSO) for SnapEngage using SAML.

About SnapEngage

SnapEngage is a live chat software that is designed to empower sales and support teams with features like team chats, reporting, monitoring, user roles, transfers, and priority tiers.

After integrating SnapEngage with Oracle Identity Cloud Service:

  • Users can access SnapEngage using their Oracle Identity Cloud Service login credentials.
  • Users can start SnapEngage using the Oracle Identity Cloud Service My Apps console.
  • Admins can assign and revoke user access to the SnapEngage app using the Oracle Identity Cloud Service administration console.

What Do You Need?

  • An Oracle Identity Cloud Service account with authorization rights to manage apps and users (Identity Domain Administrator or Application Administrator).
  • A SnapEngage account with authorization rights to configure federated authentication.
  • Make sure that the email ID of each user in SnapEngage matches the primary email ID of the Oracle Identity Cloud Service account.
  • Downloaded Identity Provider Metadata. To learn about other methods you can use to access SAML metadata, see Access SAML Metadata. Tip: Use this metadata later during SnapEngage configuration in the "Configuring SSO for SnapEngage" section.

Configuring SSO for SnapEngage

  1. Access SnapEngage as an administrator using the URL: https://www.snapengage.com/signin. The SnapEngage home page appears.

  2. In the left navigation menu, click My Account, select the Security tab, and then select the ACCESS RULES tab.

  3. Locate the Security Settings section, select the Custom SAML 2.0 Integration check box, and then paste the identity provider metadata in the XML Metadata text box.

    Tip: This is the metadata that you obtained earlier in the "What Do You Need?" section.

  4. Make note of the account ID that appears at the end of the URL below the XML Metadata text box: https://www.snapengage.com/auth/consume/saml/<Account_ID>

    Tip: Use this account ID value later during SnapEngage registration in the "Registering and Activating the SnapEngage App" section.

  5. Click Save Changes.

Configuring the SnapEngage App in Oracle Identity Cloud Service

Use this section to register and activate the SnapEngage app, and then assign users to the app.

Registering and Activating the SnapEngage App

  1. Access the Oracle Identity Cloud Service administration console, select Applications, and then click Add.

  2. Click App Catalog.

  3. Search for SnapEngage, and then click Add.

  4. In the App Details section, enter your SnapEngage Account ID, and then click Next.

    Note: This is the Account ID value that you obtained while performing the steps in the "Configuring SSO for SnapEngage" section.

  5. Click Finish. Oracle Identity Cloud Service displays a confirmation message.

  6. Click Activate, and then click Activate Application. Oracle Identity Cloud Service displays a confirmation message.

Assigning Users to the SnapEngage App

  1. On the SnapEngage app page in Oracle Identity Cloud Service, select Users, and then click Assign. The Assign Users window appears.

  2. Select users that you want to assign to SnapEngage, and then click OK. Oracle Identity Cloud Service displays a confirmation message stating that the SnapEngage app is assigned to the users that you selected.

Verifying the Integration

Use this section to verify that SSO works when initiated from Oracle Identity Cloud Service (IdP Initiated SSO).

Verifying Identity Provider Initiated SSO from Oracle Identity Cloud Service

  1. Access the Oracle Identity Cloud Service My Profile console using the URL: https://<IDCS-Service-Instance>.identity.oraclecloud.com/ui/v1/myconsole.

  2. Log in using credentials for a user that is assigned to the SnapEngage app. Oracle Identity Cloud Service displays a shortcut to SnapEngage under My Apps.

  3. Click SnapEngage. The SnapEngage home page appears.

  4. In the left navigation menu, confirm that the user that is logged in is the same for both SnapEngage and Oracle Identity Cloud Service.

    This confirms that SSO that is initiated from Oracle Identity Cloud Service works.

Troubleshooting

Use this section to locate solutions to common integration issues.

Known Issues

When SSO is initiated from Oracle Identity Cloud Service, the SnapEngage login page appears.

Cause: The email attribute sent by Oracle Identity Cloud Service during SSO doesn't match any existing user in SnapEngage.

Solution: Ensure that the user that you assign to the SnapEngage app has an account in both Oracle Identity Cloud Service and SnapEngage with the same email address.

Oracle Identity Cloud Service displays the message, "You are not authorized to access the app. Contact your system administrator."

Cause 1: The SAML 2.0 integration between the Oracle Identity Cloud Service SnapEngage app and SnapEngage is deactivated.

Solution 1:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select SnapEngage.
  • In the App Details section, click Activate, and then click Activate Application. Oracle Identity Cloud Service displays a confirmation message.

Cause 2: The administrator revokes access for the user at the same time that the user tries to access the SnapEngage app using Oracle Identity Cloud Service.

Solution 2:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select SnapEngage.
  • In the App Details section, select Users, and then click Assign to re-assign the user.

Unknown Issues

For unknown issues, contact Oracle Support:

  1. Go to https://support.oracle.com.

  2. Select Cloud Support, and then sign in with your support credentials.

  3. In the Cloud Dashboard, confirm that there are no planned outages in Oracle Identity Cloud Service, and then click Create Service Request.

  4. Select Oracle Identity Cloud Service as the service type.

  5. Complete your service request.