Instagram messages delayed or not appearing in Gorgias

Meta has confirmed and we have verified that the issue preventing some Instagram comments and direct messages from appearing as tickets in Gorgias has been resolved. This was caused by an upstream delivery issue on Meta's side affecting Instagram messaging data sent to Gorgias. Meta fixed the issue on their end, and we saw webhook delivery for affected accounts start to recover in the morning of October 30. We've verified that messages are syncing normally again for affected accounts. If you continue to experience issues, please reach out to our support team.

Some Instagram accounts connected to Gorgias are not receiving new direct messages and comments as tickets. Meta has confirmed an issue on their side affecting Instagram message delivery to connected apps, and their engineering team is working on it. Facebook Messenger and other channels are not affected.

You don’t need to change anything or reconnect your Instagram integration. Until this is resolved, you can see and reply to affected messages directly in the Instagram app. We’ll post an update as soon as Meta shares more information.