Starting at around 12:30 PST, errors were observed in the Kustomer/Instagram integration for outgoing messages. This was identified to be caused by a recent change to Instagram’s configuration settings independent of Kustomer.
At 16:00 PST, Kustomer support began reaching out to affected customers with information on how to update their Instagram settings to resolve the error message.
Services impacted:
The root cause was found to be due to a recent change Instagram implemented to their configuration settings. The new setting, "Allow Access to Messages", under Settings > Privacy > Messages > Connected Tools, now needed to be enabled.
Kustomer reached out to affected customers with instructions on how to update their Instagram settings to “Allow Access to Messages”
Kustomer has updated our Instagram integration documentation with the new configuration settings. We will continue to monitor changes to Instagram and update our processes as needed.