Amazon Connect chat widget in the ServiceNow CSM Portal

SAgnieszka · ‎07-03-2023

We are hosting the Amazon Connect chat widget in the ServiceNow CSM Portal using the out of the box script provide via the UI and have followed these steps:

https://docs.aws.amazon.com/connect/latest/adminguide/add-chat-to-website.html#customize-chat-widget

and have successfully hosted it and been able to display the customer name using customerDisplayName callback

(https://docs.aws.amazon.com/connect/latest/adminguide/pass-display-name-chat.html).

We are now trying to pass attributes from ServiceNow into the chat and are following the steps provided here:

https://docs.aws.amazon.com/connect/latest/adminguide/pass-contact-attributes-chat.html.

From our understanding it requires HS256 JWT signing and this is where the issue lies. ServiceNow platform is heavily JavaScript based, so the python code example is useless to us. Within ServiceNow there seems to be a limitation where we can only use RS256 JWT signing.

https://docs.servicenow.com/bundle/utah-platform-security/page/administer/security/task/JWT-Bearer-t...

This leads me on to the following questions:
1. Is it possible for HS256 signing to be used instead in ServiceNow? If so, how can it be done?
2. Have you got any examples of this working for a similar situation?

We are hosting the Amazon Connect chat widget in the ServiceNow CSM Portal using the out of the box script provide via the UI and have followed these steps:https://docs.aws.amazon.com/connect/latest/adminguide/add-chat-to-website.html#customize-chat-widgetand have successfully hosted it and been able to display the customer name using customerDisplayName callback(https://docs.aws.amazon.com/connect/latest/adminguide/pass-display-name-chat.html). We are now trying to pass attributes from ServiceNow into the chat and are following the steps provided here:https://docs.aws.amazon.com/connect/latest/adminguide/pass-contact-attributes-chat.html. From our understanding it requires HS256 JWT signing and this is where the issue lies. ServiceNow platform is heavily JavaScript based, so the python code example is useless to us. Within ServiceNow there seems to be a limitation where we can only use RS256 JWT signing.https://docs.servicenow.com/bundle/utah-platform-security/page/administer/security/task/JWT-Bearer-token-support.html#title_configure-JWT-signing-key This leads me on to the following questions:1. Is it possible for HS256 signing to be used instead in ServiceNow? If so, how can it be done?2. Have you got any examples of this working for a similar situation?

MadhusudhanR088 · ‎10-19-2025

I have similar situation. Can someone share working copy please

harshitaray · 2 weeks ago

I have integrated amazon connect and servicenow for voice through CTI Integration and openframe. But we have developed an UI page for custom ccp to get the servicenow native call controls. Now I need to get the amazon connect chat into servicenow. Can you help me with the solution?