Site Case Feed

Note Beginning in Summer ’26, Chatter is turned off by default in all new orgs. For any features in these orgs that require access to Chatter functionality or the Chatter APIs, turn on Chatter by going to Setup | Chatter Settings and selecting Enable. For details, see Chatter Is Turned Off by Default in New Orgs Beginning in Summer ’26.

The site case feed gives Experience Cloud site users an intuitive environment where they can manage their cases. Internal and external users see the following interactions in the site case feed:

• Chatter text, file, and link posts
• Questions in Chatter that are associated with the case
• Case emails
  • In sites built on Aura, emails in the site case feed don’t display inline images or clickable links.
  • To learn more about case email visibility, see Emails in the Site Case Feed.
• Read-only social posts on cases if your Salesforce admin enables them

Site case feed in an Experience Cloud site built on the Customer Service template:

Using the publisher (1), users create posts and attach files to the case. The feed (2) comes fully equipped with Chatter’s collaboration tools: users can bookmark, like, and comment on posts, and mention other users. Images and comments appear inline, making it easy to scan the feed for details. The Attachments component (3) displays all case attachments.

When the site case feed is enabled, support agents can:

• Use the action in the console case feed to answer questions and create private and public Chatter posts on cases
• Expose or hide a published post or email in the site case feed of external users

• Set Up the Site Case Feed
  The site case feed lets Aura and Salesforce Tabs + Visualforce site users and support agents see all case interactions in a unified feed. Also, agents can take more actions directly from the console. To set up the site case feed, make sure that Chatter is turned on in your org. Then enable site case feed and make sure that the case page in your site is properly configured.
• 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.