I don't receive DMs for Instagramer Suite. What can I do?

If you don't receive Instagram DMs in your Zendesk instance after installing the Instagramer Suite app, please try the following:

1. Visit your Facebook Business Inbox for the connected account and check whether you receive DMs there.
Here's a link that will redirect you to FB Business Inbox: https://business.facebook.com/latest/inbox

For example in Business Suite it looks the following way:

☝️If you do not receive DMs in your FB Inbox, you should enable this feature, so that we could receive DMs on our end and pass them to Zendesk. Here're some articles that may help in this case:
https://www.facebook.com/help/772447486244207
https://www.facebook.com/help/1148909221857370

2. Check the Instagram account settings in Facebook Business assets and permissions of the user who has created the integration: https://business.facebook.com/latest/settings/business_assets   

Make sure full control is given and all permissions are granted (agent is connecting):

3. After steps 1 and 2 are managed, re-authenticate your account:

Go to Zendesk Admin Center -> Apps and Integrations -> Channel apps -> Instagramer Suite -> Open your current account  -> click "Continue with Facebook" -> Edit Settings -> 

-> select all pages you want to connect to the app (NOT the only one you're currently re-authenticating):

-> grant all requested permissions:

4.  Press Done

5. You'll be redirected to Instagramer Suite General settings. Select the FB page you are connecting from the drop-down list:

6. Don't forget to Save the changes.

Manage the same steps for another account (if there's more than one).

If you still see no incoming tickets in your Zendesk, please reach our support and share the steps managed. Any screenshots of given access are highly appreciated!