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Create your first custom Copilot for Customer Service Hub – Part 2 | Authentication


Now, you must have created your own Copilot to be deployed for the Customer Service Hub. If not, here’s the link to Part 1 of this blog – Create your first custom Copilot for Customer Service Hub – Part 1

Configure User Authentication with Microsoft Entra ID

Here’s how you can configure the User Authentication with Microsoft’s Entra ID for your Copilot to be authenticated with –

  1. Go to the Azure Portal [https://portal.azure.com/], then given the appropriate permissions your might have, you should be able to create an App Registration
  2. Now, create on New Registration –
  3. Now, give it a suitable name so that you can identify that the purpose of this App Registration is for Copilot. Select multi-tenant, leave Redirect URI blank and click on Register.
  4. Once ready, go to Authentication and then click to add Platform.
  5. In the platform selection, click on Web.
  6. Now, enter the URIs – First, enter the first URI, make sure to select Access tokens and ID tokens in Implicit grant and hybrid flows section and then click Configure.


  7. Then, go ahead and add the Second URI from the main screen itself. Then, click Save and refresh the page once.
  8. Now that both the URIs are added, click on the configuration link to consider both the links for configuration.
  9. Now, you’ll be taken to this pane where you can click
  10. Now, both the URIs will appear here.
  11. Next, generate Client ID and Client Secret as you’ll need these details too –

Set Copilot Authentication to use Custom Authentication

Going back to the Copilot itself, set the Authentication you just created in the Azure Portal –

  1. Go to Settings on the Copilot to use the Custom Authentication.
  2. Go to Security section and then select Authentication.
  3. Select Authenticate manually and then enter the details as shown below. Enter the Client ID and Secret which you must’ve saved before.
  4. Next, come back to Copilot Settings and in Security, go to Settings and then look for Web channel security.
  5. Once you open it, you’ll find that the Secured Access is disabled. Go ahead and enable it.
    It takes up to 2 hours for it to take effect. Till then, old settings apply.
  6. Finally, in Channels, select Customer Service Hub so that you can connect to the Customer Service Hub.
  7. On the right hand side pane which opens up, you’ll see that this is not connected. Click the Connect button.
  8. It connects to Customer Service Omnichannel in a few moments.

Part 1: Create your first custom Copilot for Customer Service Hub – Part 1

Hope this was useful!

Thank you!

This post was originally published on this site

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