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Basic chatbot user is unable to send email template attachments

Fecha de publicación: Jun 7, 2026
Descripción

When the chatbot is using default basic user (i.e. platform integration user) and if bot contains a flow action which is supposed to send out an email template with attachments, it sends out the email but without attachments.

This is because basic chatbot user does not have access to the attachments or files. We cannot grant access to the files using permission set as well.

Solución

The default basic chatbot user (Platform Integration User) does not have access to files or attachments stored in Salesforce. This permission cannot be granted via a Permission Set. To resolve this, configure a custom bot user with the appropriate file access permissions, then update the bot configuration to use this custom user instead of the default platform integration user. Once the custom bot user is in place, the email template flow action will be able to send attachments as expected.

Número del artículo de conocimiento

000396856

 
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Salesforce Help | Article