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 assign a ticket.

Note: You need to activate agent collaboration for messaging to use @mentions. For more information, see Activate agent collaboration for messaging.

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

For Support admins:

Go to Admin Center > People > Team members

Find the agent and open their profile

Go to the Roles and access tab

Select the checkbox next to Chat and click Save

For Chat admins:

In the Chat Dashboard, go to Settings > Agents

Find the agent and open their profile

Select Enable agent and click Save changes

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

Additional resources

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

Unable to reply on Facebook or Instagram messages

I can't add a second Instagram or Facebook page to Zendesk