You are here:
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.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions |
| Applies to: Aura and Visualforce sites |
| User Permissions Needed | |
|---|---|
| To enable the 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.
-
Enable the site case feed:
- From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
- Select Enable Site Case Feed.
- Optionally, select Enable Email Notifications for Case Posts (recommended).
- Click Save.
- If your site was built using Salesforce Tabs + Visualforce, make sure that your case page includes a Chatter feed.
-
If your site uses an Aura template, confirm that your active case detail page supports the
site case feed:
-
In Experience Builder, click
.
- Click Page Management.
-
Find Case Detail in the Name column, and make sure the active page assigned to it
is either Chatter Case Detail (the default) or Record Detail.
If you change the active case detail page, publish your change.
-
In Experience Builder, click
Site Case Feed Considerations
Consider the following if the site case feed is enabled.
- Agents can use the action in the console case feed to answer questions and create private and public Chatter posts on cases.
- Agents can expose or hide published Chatter posts and emails in the case feed of external site users.
- External site users with access to a case see associated Chatter posts, questions, and emails in their case feed.
If email notifications for case posts are enabled
- When someone makes an externally visible post on a case and the Visible in Self-Service Portal setting is selected on the case, all case contacts that are also site members are notified by email. They can comment on the post by replying to the email.
- If you’re already using custom email notification settings, such as those triggered by workflows, selecting this preference can create duplicate email notifications.
- In sites built on Aura or Salesforce Tabs + Visualforce, you can turn off these notifications. In your email notification settings, deselect Posts on one of my cases under “Email me when someone...”.
Did this article solve your issue?
Let us know so we can improve!
