Instagram DM AI · Troubleshooting
Instagram DM AI is not responding
Check the connection, selected assistant, activation policy, and conversation handling state before escalating.
Tenant access and the affected feature must be known.
The Instagram connection is healthy, the intended assistant and activation policy are selected, and the conversation handling mode matches the intended workflow.
Symptoms
Check the connection, selected assistant, activation policy, and conversation handling state before escalating.
- Connection test fails.
- No assistant is selected.
- AI activation policy does not cover the conversation.
- AI is paused or a human takeover is active.
Verified checks
- Open Channels and select Instagram Messaging or Instagram DM.
- Run Test Connection, then open Configure and verify assistant selection and AI activation policy.
- Open the conversation and verify whether AI is paused or a human takeover is active.
Expected result
The Instagram connection is healthy, the intended assistant and activation policy are selected, and the conversation handling mode matches the intended workflow.
- The Instagram connection is healthy, the intended assistant and activation policy are selected, and the conversation handling mode matches the intended workflow.
Support evidence
Provider ownership, connection, provisioning, and tenant-specific workflow failures require SamChe or provider review. Do not invent a Dashboard route or a separate Instagram entitlement key.
- Workspace
- Instagram account
- connection-test result
- assistant selection
- activation policy
- conversation ID and time
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