Agents are unable to respond to an Instagram Direct message

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2 Comments

  • Paulius Lingys

    Hi. We have all agents enabled for Chat, yet when Instagram DM message comes outside working hours, none of the agents can reply to it next morning. Exactly the same problem is with Facebook chat which is the reason why we don't use it in Chat interface. This is the reason why we have reverted to solution where Facebook messages create new tickets. However it seems we can't do that with Instagram direct. Do you have a solution how we can answer to Instagram messages in this case?

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  • Gabriel
    Zendesk Customer Care
    Hello Paulius,
     
    I hope all is well with you!
     
    As with Facebook Messenger, Instagram Direct allows a business only seven days to respond to the end-user before the messaging window closes. Since the incoming tickets that you have mentioned are coming within the time frame allowed, your agents should be able to respond to those tickets without any issue. As a ticket generated outside business hours, there won't be the "automatic routing" generated by clicking the "accept button", so the Instagram ticket will remain unassigned on your queue and preferred view.
     
    In this case, if the ticket was created within the time frame allowed to respond, your chat agents will need to use the "Take it" button then submit the ticket status in order for the ticket typing window to be available in the IG ticket.
     
    I hope this helps! If by any chance any unexpected error or message displays, please, I would welcome you to open a ticket with our Zendesk Support team and share some ticket examples with us so we may further investigate this for you! 
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