Michael Greenwood (Michael Greenwood)
Saltech Consulting
Saltech Consulting
Michael Greenwood Member since 2017 8 posts
Saltech Consulting
Posted: March 26, 2020
Last activity: February 24, 2021
Posted: 26 Mar 2020 9:15 EDT
Last activity: 24 Feb 2021 6:06 EST

Self Service Advisor Chat Bot - Download case attachment


We are using pega 8.4

We have a self service advisor, and the user has clicked on the 'need more help' to start an interaction with a chat bot. 

The requirement is for the chatbot to determine the case needed and then ask a series of questions. The answers will be put into a template and a generated pdf document attached to the case. 

A link to download this document is then given in the chatbot so the user can download and save the pdf. 

So far I can get to the point where a case is started, the questions are asked and answers are stored. A pdf is generated and attached to the case using the OOTB feature in a flow. 

Just as an example the below is the OOTB section for the case attachments. The link as I was expecting doesn't work to display the file. 

case download link



  1. Is there any OOTB feature to allow download of case attachments via a self service advisor chatbot? 
  2. If the answer to 1 is no, then what is the design pattern to solve this issue? I'm assuming this is a common use case. 





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