Agents are unable to respond to an Instagram Direct message

Issue symptoms

Agents can't reply to Instagram Direct messages in Support.

Resolution steps

Only the assigned agent or an agent you @mention can join a live Instagram Direct conversation. To assign a ticket, see Manually assigning a ticket.

Note: Agent collaboration for messaging must be activated to use @mentions. For more information, see Activating agent collaboration for messaging.

If the assigned agent or the @mentioned agent can't reply, enable Chat access for them. Based on your role, update the agent's permissions in one of these ways:

For Support admins:

In Admin Center, go to Team members

Find the agent and open their profile

For more information, see the article: Setting roles and access in Admin Center.

For Chat admins:

In the Chat Dashboard, go to Settings > Agents > Add agent.

For more information, see Understanding default roles in Zendesk Chat.

Additional resources

If this article doesn't solve your issue, see these articles:

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