Summary

On June 3rd, beginning at 9:54 AM EST until 1:37 PM EST Instagram Direct messages were unavailable due to a problem with the API at Instagram, which prevented messages from being retrieved. The issue was corrected and service was restored at 1:37 PM EST. By 5:45 PM EST, all blocked messages were processed by the API.

Impact / Alerts

Services impacted:

Instagram Direct Messages could not be retrieved.

Root Cause

The root cause was an issue with the API at Instagram.

Resolution

Facebook corrected the problem with the API and all blocked messages were re-driven.

Posted Jun 03, 2021 - 22:30 EDT

Resolved

Facebook has resolved this issue. Instagram Direct Messages are operational now.

Posted Jun 03, 2021 - 14:14 EDT

Update

Facebook has resolved this issue. Instagram Direct Messages are operational now.

Posted Jun 03, 2021 - 13:32 EDT

Update

We are continuing to work on a fix for this issue.

Posted Jun 03, 2021 - 11:01 EDT

Identified

The issue has been identified by Facebook and we are monitoring their status page https://status.fb.com/graph-api for updates.

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 Jun 03, 2021 - 10:29 EDT

Investigating

Instagram is currently experiencing intermittent errors in the API being reported. We are working to resolve the issue as quickly as possible. During this time you may experience Instagram direct messages not populating in Kustomer.

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 Jun 03, 2021 - 09:54 EDT

This incident affected: Prod1 (US) (Channel - Instagram).