Understanding Instagram Direct Messaging Window in Zendesk
How does the Instagram Direct messaging window work in Zendesk?
Instagram Direct in Zendesk has a messaging window that allows businesses to respond to users within seven days. After this period, the messaging window closes, and the composer is blocked to prevent undelivered messages. To reopen the window, the end user must send a new message. Additionally, you must respond to an initial message within 24 hours, either manually or with an automated response.
More related questions
How do I add my Instagram Direct channel to Zendesk?
To add your Instagram Direct channel to Zendesk, you need to follow a few steps. First, in the Instagram app, navigate to Settings > Messages and story replies > Message controls > Connected tools, and toggle on 'Allow access to messages'. This…
What are the configuration options for the Instagram Direct channel in Zendesk?
Once you've added Instagram Direct to your Zendesk channels, you can configure it to suit your needs. In the Admin Center, click on Channels, then select Messaging and social > Messaging. Click the Instagram channel you want to configure to open…
Can I connect multiple Instagram accounts to Zendesk?
Yes, you can connect multiple Instagram accounts to Zendesk. Each Instagram page you want to connect must go through the setup flow individually. This allows you to manage direct messages from different brands or accounts within Zendesk, making it…
Why can't I see the Instagram option in Zendesk's 'Add Channel' menu?
If you don't see the Instagram option in the 'Add Channel' menu, it might be due to a few reasons. Ensure that the Agent Workspace is enabled and that your Instagram account has a follower count between 10,000 and 100,000. If your follower count is…
How do I add a 'Message Us' button for Instagram on my website?
To add a 'Message Us' button for Instagram on your website, configure the button in the Message Us button tab in Zendesk. Choose the color, size, corner radius, label, and width for the button. Once configured, copy the HTML code snippet provided…
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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?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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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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