Unable to fetch Instagram DM conversations for some IG accounts

Incident Report for Gorgias

Resolved

This incident has been resolved.

Posted Jan 17, 2023 - 11:37 PST

Monitoring

A fix seems to have been implemented by Facebook, we are monitoring the result.

Posted Jan 17, 2023 - 10:39 PST

Update

Facebook's API is returning an unknown error when trying to fetch IG DM conversations for some IG accounts. Bug report on Facebook's side opened here: https://developers.facebook.com/support/bugs/1346422132760431/

Posted Jan 17, 2023 - 10:19 PST

Identified

Facebook's API is returning an unknown error when trying to fetch IG DM conversations for some IG accounts. We are opening a bug on Facebook's side.

Posted Jan 17, 2023 - 09:36 PST

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