To create and assign a configuration profile, perform the following steps:

  1. Click Admin.
  2. Under Message, select Platform Configs.
  3. Click Create Profile.
  4. Enter a Profile Name for the platform configuration.
  5. Under Settings, enable or disable the check box next to the messaging settings that you want to turn on or off.
  6. Click Create.
  7. To assign and save the profile to the appropriate messaging channel integration, follow these steps:
    1. Click Admin.
    2. Under Message, click Platforms.
    3. Next to the integration, click Configure.
    4. Under Platform Config, choose the platform configuration that you created in steps 1–5.
    5. Click Save.

  • If you do not assign a platform config profile, the integration uses the default channel behavior.
  • After you assign a profile, the changes are effective immediately on all connected conversations for the integration. The changes apply only to messages or events that the user receives or sends after the profile is assigned. For Instagram Direct Messaging, if you disable Story Mentions or Story Replies on the profile, any Story Mentions or Replies received before the profile assignment is still visible in the Agent Workspace.