Issue symptoms
When I attempt to add Instagram Direct to my account, there is no option to do so. The instructions that I see in the article about enabling Instagram Direct don't match what is on my screen. When I navigate to Admin Center > Channels > Messaging and social I don't see an option for Messaging.
Resolution steps
There are two common reasons why this option is not available: Plan level and add-ons and the Zendesk Agent Workspace.
This article covers:
Plan level and add-ons
If you have a Suite account, you are eligible for this integration automatically. Check your plan level by navigating to Admin Center > Account > Billing > Subscription.
If you don't have a Suite account, you'll need a Support account with Chat and you'll need to install the Social Messaging add-on.
To verify if you have the add-on already, navigate to Admin Center > Account > Billing > Subscription. It will be listed as a Product.
Zendesk Agent Workspace
If your issue is not resolved after the last step, verify that you have Agent Workspace enabled. Zendesk requires the Zendesk Agent Workspace to use Instagram Direct.
Navigate to Admin Center > Workspaces > Agent tools > Agent workspace.
Once you're on this screen, click on the checkbox to Turn on Agent Workspace then click Save.
Choose your Zendesk subdomain on the button below to go to the Agent Workspace settings page in your account.
Video guide
Once your account is eligible, to set up Instagram in Zendesk, see the video below for the step-by-step setup process or see this article: Enabling and using Instagram Direct.
Verification steps
To verify that you've successfully integrated Instagram Direct with your account, navigate to Admin Center > Channels > Messaging and locate the Instagram account you just added.
2 Comments
Hi Ben,
Thanks for the article.
Do I need the "Social Messaging" in the subscription if I want to add the Wechat too?
In regards to adding WeChat channels to the Zendesk Agent Workspace, for that you will need an official business WeChat account and the Agent workspace with Social Messaging, that is correct.
I hope that helps. Thank you!
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