​@Jean Melo You may want to try disconnecting and reconnecting Instagram to see if that resolves the issue -- the troubleshooting steps in the App’s help area suggests this and clicking Edit Access to be sure everything is enabled. 

See Step #5

5. Reconnect the Instagram account in Intercom

This is the most important step. If all of the above looks right, you can remove the problematic account from the Instagram app Settings in Intercom


Hopefully this helps, if not let us know! Maybe the Intercom team needs to look into any changes with the integration and the Instagram permissions.  "App doesn't have human agent tag access" seems to refer to human agent the Meta Developer instructions on the API. 

Hope this helps!

​@Nathan Sudds 

Hello, I've done this dozens of times, there is absolutely nothing else I can check, everything is correct. I believe something has changed in this integration and the Intercom team needs to take a look. Can you please check? Thanks

Hey ​@Jean Melo! 

This has been escalated to the Development team. The developers believe this is something tied to specific permissions on your account. We’ve only received one report of this issue. So it seems like it’s something tied to the specific Meta account rather than a larger issue affecting multiple users.

We’re limited in how we can troubleshoot this as we don't have access to information on the Meta side of things that could help us diagnose this further. So any insight that Meta can provide is super crucial. I know you still have an open ticket with us on this matter. Feel free to respond whenever if you can provide more details. Otherwise we’ll be in touch as soon as more information is available. 

Thanks! 

​@Shaq Payne Intercom team can ask me to provide any information to debug the problem, because I double checked all itens and everything is right at Meta side.

​@Shaq Payne Good to see you getting this escalated for ​@Jean Melo, I was planning to try and test on my end today to see if I could recreate the problem as well out of curiosity and solidarity -- I don’t currently have Instagram connected on my dev installation to test by will try today to see, my Meta account has a lot going on so maybe I will be able to recreate the problem to help with testing/fixing. 

Hi guys, any news about it?