"Not delivered" error when I reply to a Facebook or Instagram message

Issue symptoms

When I reply to a Facebook or Instagram message, I receive an error message below the comment that says Not delivered.

Resolution steps

This occurs when you recently changed passwords for your Facebook or Instagram channels. The instructions to solve this issue depends on the channel you use:

Facebook

Instagram

Facebook

To solve this issue for the Facebook channel:

Remove the Facebook integration from your Zendesk account

Unlink your Facebook page and reauthorize

Re-add your Facebook channel to your Zendesk account

Instagram

To solve this issue for the Instagram channel, restart the Instagram Direct connection:

Go to Admin Center > Messaging and social > Messaging

On the channel you want to remove, select the options menu ( ) and click Delete

Select Delete channel in the window popup

Unlink your Zendesk integration from the users on Instagram

Re-add the Instagram channel back to your Zendesk account

This error can also appear when your Instagram account has a policy violation or temporary ban. Contact Instagram Business Support to verify if your account is impacted.

If these steps don't help you solve the issue with Instagram messages, see Agents are unable to respond to an Instagram Direct message.