Resolve Unsupported Message Type Errors - Frequently asked questions
Discover solutions for unsupported message type errors in Zendesk. This page addresses common questions and provides guidance on troubleshooting and resolving these issues.
Frequently asked questions
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…
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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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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