Many organizations want to allow users to submit structured requests directly through conversational agents. One common use case is to submit File Attachment through a Request Form via Service Agent chat.
All details, including attachment, needed to be sent as an email automatically, without storing any data anywhere in the salesforce.
The Challenge
On the surface, this looks straightforward.
But during implementation, we discovered:
- Service Agent chat does not support direct file upload handling for outbound email attachments.
- Files uploaded in chat cannot be dynamically passed into Apex email logic easily.
- There is no standard feature to attach chat-uploaded files directly to SingleEmailMessage.
Research & Exploration
We evaluated multiple approaches:
- File upload through Agent UI
- Storing file as ContentVersion
- Fetching ContentDocumentId via Apex
- Attaching ContentVersion blob in email
Challenges identified:
- Security restrictions
- Agent framework limitations
- Context passing issues
- Attachment handling constraints
What Was Possible
- Capture structured vendor data through guided conversation.
- Invoke Apex class as Agent Action
- Send formatted email automatically without file attachment.
Technical Considerations
While Salesforce Service Agent supports structured data capture, there are limitations when it comes to:
- Handling file uploads within chat
- Passing uploaded files directly into Apex email logic
- Dynamically attaching user-uploaded content to outgoing emails
File handling in conversational AI frameworks requires careful architectural evaluation.
Final Solution
We:
- Designed a structured vendor intake flow
- Captured required details
- Triggered a custom Apex email action
- Allowed internal team to collect documents separately
Allowed internal team to collect documents separately through a structured escalation and collaboration model.
File-handling constraints in conversational AI highlight the importance of understanding platform boundaries and architectural design patterns within the broader Agentforce ecosystem. To explore additional use cases, optimization strategies, and AI-powered automation capabilities, visit the Agentforce page.