When someone unsends an Instagram direct message, Rep AI marks it in the conversation so your team can understand the thread. You can see the mark in Console Conversations and, when the conversation reaches Rep Inbox, in its ticket. There is no setting to turn on.
Check a conversation in the Console
- In the Rep AI Console, open Conversations → All.
- Select an Instagram conversation and find the message.
- Look for Unsent in Instagram and the time beside the message.
A message the shopper unsent reads Message unsent. A reply your store unsent stays readable with its text crossed out. If only part of a long reply was unsent, the label says Part of this reply was unsent.
Check a Rep Inbox ticket
- Open Rep Inbox → Rep AI or All.
- Select the Instagram ticket and find the message in the thread.
- Read the unsent label before replying or following up.
If a reply sent from Rep Inbox was unsent in Instagram, the ticket also gets an internal note. The note identifies the agent who sent the reply; it does not identify who unsent it. The message stays in its place in the thread.
If you do not see an unsent mark
Check the conversation in Instagram before following up. Rep AI can show a mark only when Instagram sends an unsend notice that identifies the message. Messages sent before this feature became available are not marked retroactively.
If Instagram and Rep AI show different message states, contact Rep AI support. Include your store name, the conversation or ticket number, and the approximate message time.