How external users can view Emails in Case Feed in Salesforce Experience Cloud?

1. Go to Support Settings in Salesforce Setup.

2. Enable "Enable Case Feeds in Experience Cloud Sites".


3. Make sure the Email Message record is available to the external users.

SELECT Id, ParentId, IsExternallyVisible FROM EmailMessage WHERE ParentId = '<CaseId>'
 
4. If you are unable to view past email messages, please follow the instructions from the below article.


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