From March 3, 2022 16:47 UTC to April 1 3:25 AM UTC, messages sent from agents to users on Instagram were rejected by Meta. The result is that the message would fail to send, and the agent would be notified in the Agent Workspace UI (or by webhook if they are not using Zendesk).
08:59 UTC | 01:59 PT
We’re happy to report that the issue impacting Instagram message delivery have been resolved. We appreciate your patience while we worked on this. Please let us know if you have any questions.
05:37 UTC | 22:37 PT
We are seeing recovery in our tests and monitoring indicating that Instagram message delivery has improved. Our team continues to monitor this issue while our service provider progresses with their investigation. We will provide updates as they come to hand.
23:44 UTC | 16:44 PTOur service provider is currently working through an API service interruption and we are actively monitoring the progress of these investigations. We will provide updates as they come to hand.
23:26 UTC | 16:26 PT
We are investigating reports of the Instagram channel outbound message delivery failing. We will provide another update in 30 minutes or when we have new information.
Requests to post messages to Instagram began failing in large numbers with the following two errors:
An unexpected error has occurred. Please retry your request later.
(#100) The thread owner has archived or deleted this conversation, or the thread does not exist.
The incident was caused by a Meta service incident impacting the Instagram API.
Meta resolved the service incident and message delivery resumed normal operation.
1. Implement Instagram API monitoring
2. Add additional logging
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us via ZBot Messaging within the Widget.