Instagram Messages and Comments Not Reaching Customer Service App

What’s happening?

The customer is unable to receive Instagram messages and comments, as well as Facebook comments, in the customer service application despite having added the Facebook account and enabled permissions in the Meta developer app.

Reason:

Instagram is not currently supported as a social channel for chat in Customer Service applications by default. There is an open idea for requesting an out-of-the-box (OOB) Instagram channel.

Resolution:

• Instagram is currently not a supported social channel in Dynamics 365 Customer Service apps. A idea has been opened to investigate this as a possible future improvement. 
• Alternatively, a custom channel could be created to use Instagram for messaging. See Configure custom messaging channels | Microsoft Learn for more information.