Enabling and using Instagram Direct

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54 Comments

  • Pat S

    We were hoping that this would function exactly like a Facebook DM (since it's owned by the same company) and just generate a normal support ticket.

    Instead you made it so that Instagram ONLY routes through Chat. Why is that? Please update to better mimic Facebook and Twitter DMs and allow for regular ("non-chat") ticket creation. Thank you!

    5
  • Pet Partner Mon

    Hi there! When I connected the IG Direct Message, new messages come in as chat. How do I make it so that it will just come in as a normal ticket? 

    Thank you! 

    2
  • Alex

    Hi! 

    Is it possible to manage this Chanel in the way, so we'll get direct messages on Instagram like usual tickets in Zendesk? Without any buttons and similar features. 

    1
  • Amie Brennan

    Hey @...,

    The Zendesk Instagram integration is reliant upon Facebook's rollout of their Messenger API. I just took a look at the latest update on this link here and it looks like FB hope to include the rest of the accounts in phase 3 of their rollout by the end of the year. 

    https://developers.facebook.com/docs/messenger-platform/instagram/rollout/

    I'd dare say as soon as it's released by Facebook it won't be far behind it becoming available on Zendesk to connect your account with 100K+ followers. 

    Hopefully this helps. :)

    Best,

    Amie

    1
  • Stephanie Langlois
    Zendesk Product Manager

    Hi @...,
    Thank you for your message, it seems that the Facebook integration you are using is the integration that you set up before moving over to Agent Workspace which is why you're experiencing 2 different behaviours. This integration uses a different back-end than Agent Workspace social channels. This applies to the Twitter DM channel as well.

    The Facebook Messenger, Instagram Direct and Twitter DM integrations that get created when they are set up using Agent Workspace (through Admin Center > Channels) all function the same way, they are powered by Chat. So, the behaviour you are experiencing is expected, you can read more about this behaviour here.

    If consistency across channels is the most important part of your request, you may wish to migrate your existing Facebook and Twitter channels however, in that case, they will all behave as chats. That said, your feedback about you not wanting social channels to route through Chat is noted but we don't currently have plans to change this behaviour.

    I hope this clarifies things a bit for you.

    1
  • Why I only have three channels(IOS, Android, Web) in my drop-down menu? I don't have the Instagram option in "add channel".

    1
  • Laura Materi

    In our support model, we treat IG direct/social messages differently than live chat messages as consumers have different expectations per channel. We do not want social messages to count towards an agents chat limit. Can Zendesk work on splitting social messages out from chat messages so they do not count towards an agents chat limit? That should be a config setting each business can determine how they want to work depending upon their support model and how they handle social.

    1
  • Dave Dyson
    Zendesk Community Manager

    @... Do you have Agent Workspace enabled, and an Instagram follower count between 10,000 and 100,000?

    1
  • William Flaugher

    Is there a way to prevent these DMs from coming in as live chats? We'd prefer to limit the "chat" functionality in zendesk exclusively to the live chat widget on our website. Otherwise, we have one green button that flashes at the top of our screen, but no way of knowing where it's coming from without accepting the ticket.

    If that's not possible, is it possible for certain chat channels to only route to agents in certain groups?

    1
  • The Who Gives A Crap Team

    Hi Amie, I have the same question as Nathan that I don't believe was answered. The Instagram inbox has 3 different 'sections' to the Inbox: Primary, General and Requests. All new messages land in the Request folder, but we clearly don't want to reply to every message as there is a lot of nonsense that comes through. We manually filter and move messages from the Requests folder to the General or Primary folders. 

    Which of these inbox 'sections' does the Zendesk integration link to? If it's the Request folder, that may be sub-optimal for us. It would be great to get clarity on this. 

    1
  • Sebastian J

    Hi,

    We've been very interested in getting Instagram DM's into Zendesk for a long time now.
    Like so many others here, we would prefer them to be created as a Facebook Messenger Ticket instead of a chat.

    My question here is: What happens if an instagram Direct Message is received once no agents are online? Currently none can chat with us, when agents are offline, only leave a message. How does this work with this integration?

    1
  • Anne Chen

    Yes, I enable that. But it still don't have the instagram option. Though My instagram follower is below 10,000 people, should I see this option too?

    1
  • Trudy Slaght

    We are also trying to add IG to our Zendesk account and do not want to migrate over to the agent workspace if it can be avoided as it seems that some portions of how we use Zendesk may not function properly once agent workspace is enabled.

    Would really like the option to integrate IG so that it behaves the same way as FB messages. Please pass this to the devs - IG is not the same as live chat - people come and go and aren't waiting for a reply. 

    1
  • Rex Lai

    Hi there,

    When I tried to connect to Instagram, there is an error message: "Channel couldn't be added".

    Do you have any idea what could be the problem here?

     

    1
  • Kulin Joshi

    is there any plan to have Instagram integration available for post?

    1
  • Luisa

    Hello!

    I don't have any option to add Instagram to my account. Can you please help?

     

    Thanks!

    1
  • Amie Brennan

    Hi Team,

    Will this new channel support multiple Instagram pages? i.e my clients currently has 5 different brands (with more coming in the future), each with their own Insta page which they would like to connect up to Zendesk to handle the DM's. Would this be possible with this new integration? 

    Best,

    Amie

    1
  • Julian

    Hi,

    I'm trying Instagram Direct, but when i send the {{ticket.comments}} to my API using trigger, the text that i can see is "Conversation with {{name}}". Not the text that user send from instagram. Can i retrieve that user chat?

    Thanks.

    0
  • Stephanie Langlois
    Zendesk Product Manager

    Hello Sebastian J,

    DMs that are received when there are no agents available and/or online will still create tickets that can be followed up on once someone is available. It is important to note that Instagram expects businesses to send a first response within 24 hours to ensure a good experience. Additionally, Instagram imposes a hard end to a conversation 7 days after a customer's last reply.

    With Instagram Direct like all of our social channel integrations you can choose to use our auto-responder to help set customer expectations and respect Instagram's ask for a reply in the first 24 hours. Having a message indicating the times in which agents are available will also help a customer to understand that they may not receive a reply from an agent right away.

    Lastly, we also have bot partners that can be used with our social channels to help triage tickets and potentially get a customer the answer(s) they were looking for even when no agents are available.

    0
  • Ahn Letran
    Zendesk Customer Care

    Hello, Will!

    Checked this feature out with the Social Messaging team and sadly, there's no way to prevent IG messages from coming in as chats at the moment. We're still working on improving lots of new features and once we get this finalized, we'll put a note up and let you know.

    Thanks!

    0
  • Vincent Baudron

    Hi!
    Some questions…
    - How is it possible to display the Instagram username instead of the name? It makes it difficult to retrieve the actual user page on instagram.
    - Why mentions do not come up, as it appears on Instagram and Facebook Business chat windows?
    - Why don't we get posts reply, as we have with Facebook integrations?
    All these points make this integration so poor that we can't actually use it.
    I assume it's not a technical reason as LiveAgent does offer these features: https://www.youtube.com/watch?v=XXiy81-m3zY
    Thanks!

    0
  • Ben Hall

    @jeff manio I have the same issue. Can someone explain why there isnt any channels section in the admin? We have enabled chat and we have enabled agent workspace.

    0
  • Erkin M.Yaşar

    We have a social media group dealing with social media messages.

    We want to route Instagram DM to these groups, but we couldnt find any documentation except then Chat Module Routing.

    We dont want this group to chat but we want them specificly answer Instagram DMs. So we dont want to use Chat Routing system, as we have other triggers are set for segmentation also.

    How can we route Direct Instragram Messages? We tried Support Triggers but not working as desired, the request is distributed randomly.

    0
  • Orlando C

    Hi Luisa,

    I've created a ticket #9804855 so I can assist you further with your concern. Thank you!

    0
  • Orlando C

    This request was closed and merged into request #9804855 "Request created from: Enabling a...".

    0
  • Ahn Letran
    Zendesk Customer Care

    HI!

    That's the only place to add channels from in the Admin Center. Could you try refreshing or on a different browser?

    Thanks!

    Ahn L. | Customer Support Advocate

    0
  • CJ Johnson

    What does this look like when the chats come in? 
    Also, there's a small typo - "The Auto-repsonder tab" header I think was meant to say "The Auto-responder tab" ;)

    0
  • Amie Brennan

    hey @..., I'm pretty sure it links to the primary feed only. However, we'll need someone from Zendesk to confirm this for us.

    0
  • Julio R.
    Hi Sebastian, Instagram Direct and Facebook Messanger are included in the integration with social messaging. This means that they work in the same way, conversations with your customers are persistent.

    We have more information in the following guide: Getting started with social messaging
    0
  • Sonny
    Zendesk Customer Care

    Hi Holger,

    Thank you for your reply.

    If you are still experiencing the issue with your Instagram Direct, we recommend that you may send us an email at support@zendesk.com to further assist.

    Thank you!

    Yours truly,

    Sonny Rebenito | Tier 1 Associate Customer Advocate | support@zendesk.com

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    0

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