Agents Unable to Respond to Instagram DMs in Zendesk
Why can't agents respond to Instagram Direct messages in Zendesk?
Agents may be unable to respond to Instagram Direct messages if they are not the assigned agent or not mentioned in the conversation. Only the assigned agent or those mentioned with @mentions can join a live Instagram Direct conversation. To assign a ticket, you can manually do so by following the steps in the Zendesk article on manually assigning a ticket. Additionally, ensure that agent collaboration for messaging is activated to use @mentions.Learn more here.
More related questions
How can I enable an agent to respond to Instagram Direct messages?
To enable an agent to respond to Instagram Direct messages, ensure they are assigned to the ticket and have the necessary permissions. Support admins can update permissions by navigating to the Team members page in the Admin Center and accessing…
What should I do if Instagram messages are received outside business hours?
If Instagram messages are received outside business hours, agents need to manually take the ticket to respond. Instagram Direct allows a seven-day window to respond, so ensure the ticket is addressed within this timeframe. Agents should use the…
Is there a workaround for managing Instagram DMs as tickets in Zendesk?
Currently, there is no direct workaround within Zendesk for managing Instagram DMs as tickets. However, you might explore third-party integrations available in the Zendesk app marketplace, such as Instagram Channel by HelpHouse.io, which could…
How can agents avoid sending incomplete messages when replying to Instagram DMs?
Agents can avoid sending incomplete messages by using 'Shift+Enter' to move to a new line instead of pressing 'Enter', which sends the message. This is particularly useful when composing longer messages or when needing to format the text properly….
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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