Plan requirement
| Subscription | Suite Team or higher |
| Access | Admin |
An agent who can see an Instagram conversation but cannot answer it is almost always missing a permission. The connection is fine, which is why the conversation is visible at all.
Symptoms
- The conversation is visible in the ticket and the reply does not go out.
- One agent can answer and another cannot.
- The reply appears to send and then shows as not delivered:
Not delivered
Only the assigned agent can join
Only the agent the ticket is assigned to, or an agent who has been @mentioned on it, can take part in a live Instagram Direct conversation. If nobody is assigned, nobody can reply. Assign the ticket and the composer opens.
Using @mentions for this requires agent collaboration for messaging to be switched on.
The agent has no Chat access
Instagram Direct runs through Chat, so an agent without Chat access can read the ticket and not answer it. As a Support admin, go to Admin Center > People > Team > Team members, open the agent, go to the Roles and access tab, tick Chat and save.
As a Chat admin you do the same from the Chat dashboard under Settings > Agents: open the agent, select Enable agent and save.
Replies come back as Not delivered
This one is not about the agent. It happens after the password of the connected account has been changed, and the fix is to reconnect: delete the channel in Admin Center, unlink the Zendesk integration on the Instagram side, then add the channel again.
The same message also appears when the Instagram account itself has a policy violation or a temporary ban. That is something to settle with Meta; no amount of reconnecting will clear it.
If no agent can reply to any conversation
Then it is the channel rather than a person. Message access has to be granted in the Instagram mobile app, under Settings > Messages and story replies > Message requests, where you switch on Allow access to messages under Connected Tools. This cannot be done on Instagram Web, which is why it is so often missed. The Facebook page belonging to the account also has to be shared with Zendesk during setup.
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