Enabling and using Instagram Direct

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73 Comments

  • Miranda Burford
    Zendesk Product Manager

    Hi Luisa Cunha,

    Happy to help with enabling Zendesk messaging!  Have you followed the steps here?  Please make sure that meet the requirements for using messaging first and let me know how you go with these instructions.  If you still experience issues, please send me your subdomain and I can definitely investigate further.

    Thanks,

    - Miranda.

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  • Gabriel Aguirre

     

    Hi, i have this problem, my instagram account is linked with my facebook page, the problem is when  i going  to linked instagram direct with Zendesk they give me this error

     

    You dont have any account linked with a page.

    I need help pleaseeee

     

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  • Gabriel
    Zendesk Customer Care
    Hi Gabriel!
     
    In this instance, please check if you are an admin in your company's Facebook Business Manager and if you are also an admin of the Facebook page linked to the Instagram account that you are trying to connect. Unfortunately, it is not possible for us to confirm this configuration as the settings that need to perform here are outside ZD.  You may need to contact Facebook support and request assistance in the necessary authentications to connect the said accounts with your Facebook Business Manager if any issues persist.
     
    In some cases, even though you may be an administrator on all associated accounts (FB, FB Business, and IG) and have managed to connect Facebook Business to Zendesk, the IG Business account can not be connected until you configure it on the Facebook Business Manager (although all previous permissions allowed the connection of IG Business to Facebook Business - https://business.facebook.com). 
     
    I have also found some helpful steps online:
     
    https://www.sotrender.com/resources/knowledge-base/how-do-i-connect-my-instagram-account-to-facebook-business-manager/  
     
    - https://www.facebook.com/business/help/1125825714110549?id=4202995988370 
     
     I hope this helps!
     
    PS: Don't forget you can always reach out to our Support for a specific approach via these instructions: https://support.zendesk.com/hc/en-us/articles/4408843597850  
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  • Trudy Slaght

    Wondering if anyone else has had difficulty with getting SLA to apply to IG conversations? I have an SLA set up, and the IG conversation tickets show as having the SLA applied to them, but there is no SLA timer showing on the tickets. Has anyone else run into this?

    Edited to add: It looks like when there is an agent work time, there is an SLA that shows up - but the next reply time etc isn't doing anything. We prefer to not use agent work time but rely on next reply time instead. Is there a work around? 

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  • Gabriel
    Zendesk Customer Care
    Hello Trudy,
     
    I hope all is well with you. Please, kindly check that time-based SLAs (First Reply Time, Next Reply Time, and Periodic Updates) are not supported for messaging tickets, as SLAs do not work reliably as agents typically don’t change the ticket status after each reply. 
     
    However, status-based SLAs are supported. So, in this case, you can have independent SLAs based on the workable SLA rules for Instagram tickets. 
     
    You can find out more about the Messaging limitations and SLAs in the articles below:
     
    "Limitations in messaging functionality" - https://support.zendesk.com/hc/en-us/articles/4408822351642-Limitations-in-messaging-functionality
     
    "Defining and using SLA policies" - https://support.zendesk.com/hc/en-us/articles/4408829459866-Defining-and-using-SLA-policies
     
    I hope it helps!
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  • Gabriel
    Zendesk Customer Care
    Hi Kyle,
     
    I hope all is well! We understand that the video is still displaying the old Admin Centre interface, but the steps should still be the same and,  in this article,  you would be able to follow all the up-to-date steps presented to connect your Instagram direct messages to Zendesk.
     
    I can see that you are having some difficulties regarding the Channel integrations options not being displayed on your side. To have this option, your account must meet a few requirements in order to present the option to enable Zendesk Messaging and work with Channels.
     
    You can find the requirements addressed here: "About messaging" - https://support.zendesk.com/hc/en-us/articles/360057096813-About-messaging?source=search
     
    "If your account meets the requirements for enabling messaging, you'll see an in-product message on your account's Channels page in the Admin Center.
    To enable messaging, you must have an account with:
     
    • Zendesk Suite OR Support + Chat (Team plan or higher) with the Agent Workspace enabled. See Enabling and disabling the Zendesk Agent Workspace for instructions on enabling the workspace.
    • At least one Chat-enabled agent. See About Staff roles in Zendesk Admin Center for information about agent roles.
     
    If your account does meet there requirements and you still can't see the option to enable messaging, please, kindly reach out to our Support via conversations here: https://support.zendesk.com/hc/en-us/articles/4408843597850
     
    Thanks!!!
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  • Ashley Yau

    Hi there,

    I would like to know how "message request" works in zendesk if we integrated Instagram to messaging? Will it auto accept all the message request and create a ticket for agents to handle? Thank you.

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  • Gabriel
    Zendesk Customer Care
    Hi Ashley,
     
    I hope all is well!
     
    When adding the IG integration to massaging, these incoming tickets will behave the same way as any other chat ticket. It will not have an automatic routing unless you configure the rules for it, but yes, every message will automatically create a ticket, and then your agents will be able to accept it in order to start serving.  I would advise you to create a view dedicated to this channel once you integrate it, so you can manage these tickets in an easier way.
     
    For more information, kindly check: https://support.zendesk.com/hc/en-us/articles/4408821905434
     
    I hope this helps! 
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  • Linda

    Hello,

    We have connected FB and TW channels, but I don't see an option to add a new channel? We have 4K followers on Instagram and the setting to Allow Access to Messages is enabled. What could be the issue? Are there some limitations for the active channels with different Zendesk plans?

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  • Gabriel
    Zendesk Customer Care
    Hello Linda,
     
    I hope all is well!
     
    Please, kindly check in two posts above I have posted with more details on the requirements to have the Channels option and enable Messaging: https://support.zendesk.com/hc/en-us/articles/4408846454682
     
    Please, also note that this article highlights the requirement for Agent Workspace to be enabled in order to use the Instagram Direct Message. 
     
    If you decide to move your instance to Zendesk Agent Workspace and your account follows all the requirements presented above, the option for enabling Zendesk Messaging and working with the Channels integration will be displayed to you moving forward.
     
    If your account does meet there requirements and you still can't see the option to enable messaging, please, kindly reach out to our Support via conversations here: https://support.zendesk.com/hc/en-us/articles/4408843597850
     
    Thanks!!!
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  • Fiona

    Hi

    Just reading the comments about instagram coming through as a chat... 

    We have Agent Workspace set up and our Facebook page linked. We handle Facebook PMs through Agent Workspace and they currently appear as regular tickets (not chats). If we want to enable Messaging in Zendesk, will our Facebook page connection change so that Facebook PMs come through as chats? We like the current treatment of Facebook PMs so this would be a potential reason not to switch to Messaging.

    Thanks

    Fiona

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Fiona,
     
    In regards to your concern, once you have enabled Messaging, the following messages will be converted into "Conversations" which is technically a live chat with your customers. There are certain limitations with this, you can check our article Adding Facebook Messenger channels to the Zendesk Agent Workspace for more information about this.
     
    Have a wonderful day ahead!
     
     
    Kind regards,
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  • William Flaugher

    DJ Buenavista Jr. - this is a limitation that a lot of people have asked about on this thread. Does zendesk have any plans to allow channels to come in however your customers prefer? By this, I mean giving us the choice to have facebook/instagram/etc messages populate as on blended "live chat" channel or to have them come in as standard tickets.

    Speaking from our personal experience, this would be hugely helpful for our agents and has honestly prevented us from moving forward with the Instagram integration.

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