Instagram direct messages are not pulling for some customers

Incident Report for Gorgias

Resolved

This incident has been resolved.

Posted Sep 22, 2022 - 08:53 UTC

We started to receive back the webhooks for Instagram direct messages.

Posted Sep 22, 2022 - 08:12 UTC

Facebook is not sending us Instagram DM webhooks for some accounts. We have opened a bug report on Facebook's side.
Bug report link: https://developers.facebook.com/support/bugs/828086241546055/

Posted Sep 21, 2022 - 15:11 UTC

Some customers are experiencing an issue on Instagram direct messages are not pulling to Gorgias. We are investigating the issue.

Posted Sep 21, 2022 - 14:08 UTC

This incident affected: Helpdesk Integrations (Instagram Direct Messages).