FAQs: Single sign-on

Is it possible to use a multiple instances of the same IdP within the same Genesys Cloud org?

Yes. To use multiple instances of the same IdP within the same Genesys Cloud org, you need to use a different Relying Issuer URI for each single sign-on integration. Having a unique Relying Issuer URI for each instance of the integration allows the IdP to distinguish which integration initiated the request.

For more information, see Add multiple single sign-on providers to Genesys Cloud.

How can I configure a single sign-on identity provider for a user who does not have an email address?

Genesys Cloud supports third-party identity providers for single sign-on integrations. For more information about configuring the user attributes for your identity provider, see Configure single sign-on identity provider without email address.

Is it possible to log in with ID and password even if we configure SSO?

Yes, it is possible to log in with either the user ID and password or SSO, unless you configure Genesys Cloud to authenticate with SSO only. For more information, see Configure Genesys Cloud to authenticate with SSO only.

My single sign-on provider allows me to sign in, but I get an error from Genesys Cloud when it redirects back

This type of issue usually indicates a certificate problem. Ensure that the signing certificate published by the single sign-on provider is correctly registered with Genesys Cloud.

My users are getting logged back into single sign-on automatically after supervisors log them out. Is there a resolution?

If your users are automatically getting logged back in, you need to configure the Single Logout feature.

Can I use any identity provider for SSO?

Yes, the Single Sign-on feature enables Genesys Cloud customers to integrate with most identity providers that support SAML 2.0.

Is it possible to use a single identity provider with multiple Genesys Cloud orgs?

Yes. To use a single identity provider with multiple orgs, repeat the steps you followed when configuring your first single sign-on integration. As you do, make sure that there is a unique Relying Issuer URI for each one. This allows the identity provider to distinguish which organization initiated the request.

Note: If you are adding a new identity provider to the existing list, keep in mind that the ability to add multiple Genesys Cloud orgs may depend on the identity provider’s capabilities. So to be sure, contact your identity provider.

For more information, see Add multiple single sign-on providers to Genesys Cloud.