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Emails in the Site Case Feed

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Emails in the Site Case Feed

When you enable the site case feed for Aura and Salesforce Tabs + Visualforce, external users with access to a case see case emails in their feed. Emails in the site case feed include the email’s author, recipients, text, and time sent.

By default, if the case contact sends or receives a case email, that email appears in the feed of all users—both internal and external—with access to the case. For an external user to view the case, their profile must include access to cases in the site.

For example, suppose Rita, an external user, posts a question. The question remains unresolved, and a moderator creates a case from it using the Question-to-Case action. If the support agent assigned to the case emails Rita from the email publisher, Rita and all other users with access to the case see the email in their case feed. Users with access to a case typically include the assigned support agent and the case contact.

Using Apex to Show or Hide Emails in the Case Feed

The IsExternallyVisible field of the EmailMessage object controls the visibility of email messages in the site case feed. When the field is set to true, emails sent or received by the case contact are visible to external users with access to the case.

If the site case feed is enabled, you can write an Apex trigger or process to hide or expose all case emails in the feeds of external site users. First, create an Apex class with a Future method to update the IsExternallyVisible field. Then, create a trigger on EmailMessage and pass the EmailMessage objects into the method on insert/update in the After context.

Important
Important If the IsExternallyVisible field isn’t selected on an email and the email’s default visibility is set to true, you can’t use the Before context of an Apex trigger to set IsExternallyVisible to false.

See Also

Expose or Hide a Published Post or Email in the Site Case Feed

When necessary, support agents can expose or hide individual case emails and published Chatter posts in the case feed of Aura and Salesforce Tabs + Visualforce site users.

Required Editions

User Permissions Needed
To edit the external visibility of a published Chatter post or email on a case:
  • Edit My Own Posts
  • Edit Posts on Records I Own
  • Compact case feed enabled in your org
  • Site case feed enabled in your org

To change the external visibility of a published Chatter post or email on a case:

  1. Navigate to the post or email in the compact case feed.
  2. In the post or email’s dropdown menu:
    • Select Make Public to expose an internal Chatter post or email in the case feed of external users with access to the case

      The case contact and any other external users with access to the case now see the post or email in their case feed. An agent might choose to make an email or post in the site case feed public in order to keep the case contact updated about internal progress on the case.

    • Select Make Private to remove a Chatter post or email from the case feed of external users with access to the case

      The case contact and any other external users with access to the case no longer see the post or email in their case feed. (It still appears in the feeds of internal users with access to the case.) An agent can choose to make an email or post in the site case feed private if they want to hide their correspondence with the case contact from the case feed of other external users with access to the case. Keep in mind that when you make an email private, the email recipients already received the email. Similarly, when you make a Chatter post private, external users with access to the case may have been notified by email when it was first posted.

Example
Example

Make Public option on a case Chatter post:

Make Public option

Make Public option on a case email:

Make Public on email

The agent who owns the case and those above them in the hierarchy see the Make Public and Make Private options on all case emails and Chatter posts on the case. Internal users who don’t own the case also see these options on case posts or emails that they wrote.

 
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