Issue symptoms

Agents are unable to respond to an Instagram Direct message in Support.

Resolution steps

Only the assigned agent or @mentions can join a live Instagram Direct conversation. For steps on how to assign a ticket, see the article: Manually assigning a ticket.

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

If the assigned agent or @mention is unable to respond to the message, then they must be enabled for Chat. Depending on your role, you can update the agent's permissions in a few ways:

For Support admins

  1. Open Admin Center and navigate to the Team members page.
  2. Search for the affected agent, and open the agent’s profile page.

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

From the Chat Dashboard, navigate to Settings > Agents > Add agent.
For more information, see the article: 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
Powered by Zendesk