Documents are Not Attaching in WhatsApp Template

Problem Statement: #

A document generated using the Document Generator in LeadSquared was configured to be stored in a Lead Custom File Set (CFS) field:

However, while sending a WhatsApp template:

• The document was not getting attached in the template header.

• When trying to fetch it in the message body, only the file name appeared.

• No clickable document link was displayed.

• In the WhatsApp message payload, no public URL was generated, resulting in the document not being attached.
  
  
  
  

  Root Cause / Known Limitation: #

  • Files stored in Lead CFS fields cannot be sent directly via WhatsApp.

  • Lead CFS fields return only the file name, not a publicly accessible URL.

  • WhatsApp requires a public URL to attach or send documents.

  • This is a known product limitation.
    
    

    Final Solution Implemented: #

    After discussion with the implementation team, the issue was resolved by modifying the storage approach:

    1. Created a Custom Activity

       • A custom activity was created with a CFS field to store the generated document.

    2. Configured Automation with Webhook

       • An automation was created to call a webhook.

       • The document is generated and published.

       • The generated document is stored in the Activity CFS field instead of the Lead CFS field.

    3. Result:

       • Activity CFS fields generate a public URL.

       • The document can now be successfully sent via WhatsApp as an attachment or link.