Outbound Messages Failing for Instagram
Incident Report for Kustomer
Postmortem

Summary

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.

Impact/Alerts

Services impacted:

  • Instagram Integration

Root Cause

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.

Resolution

Kustomer reached out to affected customers with instructions on how to update their Instagram settings to “Allow Access to Messages”

Lessons/Improvements

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.

Posted May 27, 2021 - 19:48 EDT

Resolved
The issues with outbound Instagram messaging that have surfaced today were the result of a new setting instituted by Instagram. In order to make sure Kustomer continues working as intended with the Instagram integration, you'll need to activate the "Allow Access to Messages" setting under Settings > Privacy > Messages > Connected Tools. Once you've activated this, you should be able once again to send messages via Kustomer's Instagram channel.

https://share.getcloudapp.com/E0u9mdwN
https://share.getcloudapp.com/kpu7RE05

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Posted Mar 01, 2021 - 17:08 EST
Update
We are continuing to investigate this issue.
Posted Mar 01, 2021 - 17:07 EST
Investigating
Kustomer is currently experiencing issues with outbound messages for Instagram. We are working to resolve the issue as quickly as possible. During this time you may experience issues with messaging outbound on Instagram conversations.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Posted Mar 01, 2021 - 15:30 EST
This incident affected: Prod1 (US) (Channel - Facebook) and Prod2 (EU) (Channel - Facebook).