Unable to reply on Facebook or Instagram messages

Issue symptoms

When I reply to a Facebook or Instagram message, I receive an error message right below the comment that says Not delivered.

Resolution steps

This commonly occurs when you have recently changed the password of your Facebook or Instagram channels. The instructions to solve this issue change according to its channel:

• Facebook
• Instagram

Facebook

First, remove the integration completely by unlinking your Facebook page on Zendesk and unlinking your Zendesk integration from the users on Facebook. Then add the Facebook Messenger channel.

Instagram

1. Remove Instagram Direct from your account. Go to Admin Center > Messaging and social > Messaging.
2. On the channel you want to remove, select the options menu () and click Delete.
3. Select Delete channel in the window popup.
   
4. Unlink your Zendesk integration from the users on Instagram.
5. Re-add the Instagram channel back to your Zendesk account.

For related content, see these articles:

• Error: Channel couldn't be added
• There is no option to add Instagram to my account
• Facebook reauthorization failed: Page not found