Agents cannot reply to an Instagram Direct message

Agents seeing an Instagram conversation but unable to answer usually points at permissions rather than the window.

Agents seeing an Instagram conversation but unable to answer usually points at permissions rather than the window.

Symptoms

• The conversation is visible and the reply fails.
• It affects all Instagram conversations, not just old ones.
• Facebook works and Instagram does not.

Resolution steps

1. Message access is off in Instagram

A setting in the Instagram account itself, independent of Zendesk. Without it, messages can arrive and replies cannot go back. It gets switched off by app updates and by whoever manages the account.

2. The account is not professional

Only a professional account supports this. An account switched back to personal breaks the connection while appearing connected.

3. The Facebook page link is broken

Instagram connects through a linked Facebook page. If that link is removed, messaging stops.

4. Permissions lapsed

The same authorisation as Facebook. Reconnect the channel and grant everything requested.

Check Instagram first

Causes one to three are all in the Instagram or Meta settings rather than in Zendesk. Confirming those before reconnecting saves reconnecting twice.

See also

• Connecting Instagram Direct
• My Facebook or Instagram connection stopped working