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: You need to activate agent collaboration for messaging to use @mentions. For more information, see Activating agent collaboration for messaging.

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

For Support admins:

  1. Go to Admin Center > People > Team members
  2. Find the agent and open their profile
  3. Go to the Roles and access tab
  4. Select the checkbox next to Chat and click Save

For Chat admins:

  1. In the Chat Dashboard, go to Settings > Agents
  2. Find the agent and open their profile
  3. Select Enable agent and click Save changes

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

Additional resources

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

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