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Considerations for Internal Users to @mention Experience Cloud Site or Partner User from Chatter Feed

Publiceringsdatum: Sep 12, 2025
Beskrivning
When an internal user other than System admin tries to @mention a community or partner user from a Case or any other record Chatter feed, you may not find that user in the list of results.

However, if you enter the first letter of Contact User, all the results appear in the result and at the same time @mention doesn't find the Contact if more than one letter is entered.

Note: This doesn't hold true for System admins, because System Administrator profile users are by default a member of the Experience Cloud Site, and they can @mention any user without any issue.
Lösning

When the user is a member of the Experience Cloud Site, they can @mention with 1 or more letters both. If he is not a member, the results appear while typing 1 letter only.

Root Cause: When one character is typed, the system quickly retrieves a set of users to offer, without checking whether they can be mentioned by the typing user. On the second (and subsequent) characters, we limit the query to users that can be mentioned by the typing user. Limiting the query in that way is more expensive, so we don't do that at the 1-character level, especially since the majority of users will quickly type multiple characters of the name of the user they desire to mention.

Solution: To avoid this situation, simply add the profile of the internal user (who is doing the @mention of the external user) to the list of Experience cloud site members.
 
  1. Go to Setup | Digital Experience | All Sites
  2. Click Workspaces.
  3. Click Administration tile.
  4. Click Members.
  5. Add the desired profile to the Members list.
  6. Click Save.

This will ensure that the internal user who is trying to @mention the Experience Cloud site user is able to do it even with 1-letter or multiple letters.

And this holds true for all the objects record feed and Service Cloud users as well. The intended user whom you are trying to @mention should be a part of the Experience Cloud Site, then only he can @mention an Experience Cloud Site user or partner user. This is working as designed and is the expected behavior in a Chatter feed.

See Also:
Site Users were unable to mention internal Users in Chatter   




 
Knowledge-artikelnummer

000392595

 
Laddar
Salesforce Help | Article