Error: an unsupported message type was sent by user

Issue symptoms

Sometimes my agents receive the error an unsupported message type was sent by user when they work with Instagram Direct tickets.

Resolution steps

When an end user sends an unsupported message type through Instagram Direct, this error will display on the agent interface in Zendesk.

For example, if the user sends two or more pictures in a single message, this error will display in Agent Workspace. Instagram only supports delivering messages including one image at a time.

To solve the issue, advise your agents to check back with the customer and inform them to send one image at a time or to provide a different type of file.

For more information, see these articles: Adding and configuring Instagram Direct.