Fixing 'Unsupported Message Type' Error in Zendesk
Why do I see the error 'an unsupported message type was sent by user' in Zendesk?
This error occurs when a user sends an unsupported message type through Instagram Direct. In Zendesk, if a user sends two or more pictures in a single message, this error will appear in the Agent Workspace. Instagram only supports sending one image at a time.
To resolve this, agents should contact the customer and ask them to send one image at a time or use a different file type. For more details, you can refer to the article onAdding and configuring Instagram Direct.
More related questions
How can I prevent the 'unsupported message type' error in Zendesk?
To prevent this error, ensure that users send only one image at a time through Instagram Direct. The error occurs when multiple images are sent in a single message, which Instagram does not support. Agents should inform customers about this…
What should agents do when they encounter the 'unsupported message type' error?
When agents encounter this error, they should reach out to the customer to explain the issue. The error is caused by sending multiple images in a single message through Instagram Direct, which is not supported. Agents should advise customers to…
Why does Instagram Direct only support one image per message in Zendesk?
Instagram Direct supports sending only one image per message due to its platform limitations. When users send multiple images in a single message, Zendesk displays the 'unsupported message type' error. This limitation is important for agents to…
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