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Siva SakthiSiva Sakthi 

Chat Between Community User and Normal Salesforce Users

Hi All,

Could you please let us know if we can Chat between Comminity Users and Normal Salesforce Users. Please also suggest a method to achieve this.

Thanks and Regards,
Phil WeinmeisterPhil Weinmeister
Hi Christwin,

Yes, you can. There are two types of conversations: object-specific (e.g., Chatter feed on a record detail page) and general chatting (Chatter tab, Profile tab, etc.).

For object-specific conversation, internal users can go right to the record detail page and chat within the feed. As long as Community users have access to that object and its tab is exposed within the Community, they will also be able to post within the feed. That results in a conversation between internal and external users.

For general conversation, internal users will have to actually enter the Community. Add the profile(s) associated with your internal users to the Community and expose the Global Header Bar. Then, internal users can log in to the Community by clicking on the Community Name. Once in the Community, they can collaborate by posting to the Chatter tab or a user's profile.

Hope that helps!


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Rohit Ramawat 2Rohit Ramawat 2
You can try Cloud Messenger App.This is available for salesforce users and has all these features : 

1. Live Chat 
2. Audio Call 
3. Video Call 

You can go to AppExchange for downloading this package using below URL:
Hi Siva,
Did you solve your issue? Can you help me for the same?
Hi Leo, not sure if you have solved, but actually, Chatter on Community is not connected with Chatter on main org - for security reasons. So, you need to add internal user as member of Community ( add internal Profile in Community => Administrator => Member ) and if you have Groups on Community, add the internal user on Group after insert as a Community member. On main org internal user can access Community via Global Header (Classic) or App Launcher (on LEX) => - Internal users need to be connected on Community to post a feed.