Unfortunately, Instagram does not provide a solution to use Instagram DM via 3rd party integrations. We are looking into a workaround for this, though.
You are more than welcome to voice your interest in our forum and we'll keep you updated on any progress.
Integrating your Instagram account(s) into Zendesk still allows you to track, reply, set up automation, and get statistics on your Instagram activities - in the same place you have all your other customer interactions.
This is why we're sure you'll like it. Give it a try, the first 14 days are on us 😃
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