Introduction to Unsupported Messages in Spur's Shared Inbox
Welcome to Spur's Help Center! As you manage your shared inbox, you might encounter messages labeled as 'Unsupported message. View this message on the Instagram app.' This article provides insights into why certain Instagram direct messages (DMs), specifically standard reels, cannot be displayed in Spur's shared inbox and outlines how to effectively manage these messages.
Why Are Some Messages Unsupported?
Instagram's API has certain limitations, resulting in the inability of Spur's shared inbox to render specific types of content. Normal reels shared in DMs are a primary example of this limitation. When someone shares a standard reel, we do not receive enough data to display it in Spur's shared inbox, leading to it being marked as 'unsupported'.
The Exception: Ad Reels
Contrastingly, ad reels are treated differently. If an ad is in the form of a reel and shared in a DM, Spur can access its data and display it in the shared inbox. This distinction is important to understand which Instagram content can be directly interacted with in Spur.
How to View Unsupported Messages
Since there's no direct link to view unsupported messages in the Instagram app, you'll need to follow these steps:
Identify the Customer: Note the customer's username from the unsupported message notification in Spur's inbox.
Open Instagram: Go to the Instagram app or website and search for this username.
Find the Conversation: Navigate to your direct messages with the customer.
View the Message: Locate the unsupported content, like a normal reel, in your conversation history.
Respond or Interact: Engage with the content as needed directly on Instagram.
This manual process ensures that you don’t miss out on engaging with important content from your customers.
Future Updates and Additional Unsupported Content
As of now, normal reels are the primary type of unsupported content in Spur's shared inbox. However, Instagram's API may evolve, and other content types might become unsupported in the future. Stay tuned for updates from Spur on this front.
FAQs
Can I interact with unsupported content through Spur?
No, unsupported content, like normal reels, must be viewed and interacted with directly on Instagram.
How will I know if a message is unsupported in Spur?
Unsupported messages will be clearly marked in your Spur inbox.
Need More Help?
Chat with Us: Click on the chat bubble at the bottom right of your screen while using Spur to get immediate help via Intercom.
Book a Support Call: If you need more detailed assistance, you can book a call with our support team. Simply click the button below to schedule a time that works for you.
Conclusion
This guide is designed to help you navigate and manage unsupported Instagram messages within Spur's shared inbox. By following the steps outlined, you can ensure no customer interaction is missed, even with the existing limitations of Instagram's API.