Issue symptoms

Agents can't reply to Instagram Direct messages in Support.

Resolution steps

Only the assigned agent or an agent you @mention can join a live Instagram Direct conversation. To assign a ticket, see Manually assigning a ticket.

Note: Agent collaboration for messaging must be activated to use @mentions. For more information, see Activating agent collaboration for messaging.

If the assigned agent or the @mentioned agent can't reply, enable Chat access for them. Based on your role, update the agent's permissions in one of these ways:

For Support admins:

  1. In Admin Center, go to Team members
  2. Find the agent and open their profile

For more information, see the article: Setting roles and access in Admin Center.

For Chat admins:

In the Chat Dashboard, go to Settings > Agents > Add agent.

For more information, see Understanding default roles in Zendesk Chat.

Additional resources

If this article doesn't solve your issue, see these articles:

  • Unable to reply on Facebook or Instagram messages
  • I can't add my Facebook account to Zendesk
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