Instagramer Suite integration does not receive DM messages. What can I do?

If you experience incorrect work of the Instagramer Suite app, don't receive messages in your Zendesk instance, the issue can be hidden in incorrect settings. This article is meant to guide you through the settings configuration.

1. Disable Handover Protocol

The Handover protocol is a Facebook setting that controls contacts' conversations and 
passes them between Messenger apps

• Visit your connected Facebook Business page settings: https://www.facebook.com/settings
• Select Page Set up > Advanced Messaging > View

• In a Handover protocol section press on Configure next to "Instagram receiver":

• Choose Select
• Save 

2. Manage Your Instagram Messaging Access

Now check you've granted access in the Instagram native app itself:

• Go to your Instagram business profile
• Tap
• Click on Messages and story replies > Message Controls
•  Toggle on Allow Access to Messages under "Connected Tools"

That's it! Instagramer Suite should work just fine for you. If you still experience some issues, please reach our support with more details.

Other options

You should either disable the Handover protocol (see step 1) or set it correctly and pass the control to the new Primary Receiver. For the latter case please follow the steps below:

FB Page Settings >> Advanced Messaging >> Handover protocol >> click "Configure" on the Instagram receiver >> assign the Primary role to OAPPS Instagramer Suite and the Secondary role to all other apps.