Error: Channel couldn't be added

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  • Online

    has anyone managed to resolve this error? 

    We have a valid instagram business account, we are on the correct Zendesk account and have Agent Workspace activated. 

    Please advise. 

  • Christine
    Zendesk Engineering
    Hi there,
    In the Instagram app, go to Settings > Privacy > Messages. Under Connected Tools, toggle on Allow access to messages.

    Note: This step must be performed in the Instagram mobile app. It cannot be performed via Instagram Web.

    Once done you can proceed in adding the Instagram channel in Zendesk. If you continue to experience this error after doing the step above, kindly raise a ticket with us directly so we can look into it. See Contacting Zendesk Customer Support. Thank you!

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