Agents are unable to respond to an Instagram Direct message in Support.
If the assigned agent 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
- Open Admin Center and navigate to the Team members page.
- 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.
If this article doesn't solve your issue, see these articles: