Hello,
I integrated Instagram to our Zendesk and configured the auto response. I want the auto response only to be triggered by "real" messages and not by story reactions. Instagram doesn't differentiate between normal messages and reactions. Is there any workaround that could help me?
Hi @jannes welcome to our Community! :)
Unfortunately, it's currently not possible to only fire the auto response on "real" messages :(
There is currently no way to prevent tickets from being created from story reactions as the bot will will respond to any messages that have been entered and this would apply across all channels. Sorry for this current limitation!
I found this one product feedback for you - you can upvote here along with your use case or you can create a new post. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you.
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