Embed Copilot Studio in ServiceNow with a Native Widget
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A native Service Portal widget connects Copilot Studio through WebChat, MSAL and the M365 Agents SDK without an iframe or Virtual Agent middle layer.
TL;DR
A ServiceNow Service Portal widget loads MSAL, WebChat and a self-contained bundle, then uses the M365 Agents SDK to connect directly to Copilot Studio. Its MSAL instance independently acquires Microsoft Entra ID tokens, so ServiceNow authentication through PingFederate, Okta, SAML or local accounts does not require federation with Entra.
Original by Adi Leibowitz, on The Custom Engine. Read the original
This is our own summary, not a republication or full translation.
Governance takeaway
- Makers: Prefer a native Service Portal widget when the agent needs ServiceNow page context, identity or role information, because an iframe is isolated.
- Admins/CoE: Store agent configuration in ServiceNow system properties and use the idempotent deployment script to create or update the required records.
- Security/Compliance: Review the widget as an independent Entra authentication flow, because ServiceNow login does not control its MSAL token lifecycle.
Frequently asked questions
How does the ServiceNow Copilot Studio widget authenticate users with MSAL?
The widget uses its own MSAL instance to find cached Microsoft Entra ID tokens or show a one-time Entra sign-in popup.
Why use a native ServiceNow Service Portal widget instead of an iframe for Copilot Studio?
A native widget can access ServiceNow page context, user identity and roles, while an iframe runs in an isolated origin and browsing context.
What does the Copilot Studio ServiceNow deployment script create?
The script uses the ServiceNow Table API to create system properties, widget records, attachments, JavaScript Includes, dependencies and related records.