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General Q&A

Any questions you have about using Manychat.

  • 4,112 Topics
  • 8,843 Replies
4113 Topics
Gustavo Boregio
Gustavo BoregioManychat Community Moderator
published in General Q&A
Manychat FAQ: All the basics to get started in 2025

Whether you’re just getting started or a pro, check out this article if you need help. You’ll find answers to the most common questions, key resources, and expert tips to help you get the most out of Manychat! 😎 [ You can read also this guide in Spanish and Portuguese]  Let’s start with the BIG Questions… 😱🙋 Will I get banned if I use Manychat?No, you won’t!Manychat is officially approved by Meta, and as an official Meta Business Partner, it’s completely safe to use Manychat on your Instagram, Facebook or WhatsApp.I’ve used Manychat with Instagram accounts of over 1 million followers for years, with absolutely no bans, warnings, blocks, or any other issues.Just remember: you still have to comply with all other policies established by Meta! So you still have to comply with their Business and Community Guidelines, keep your audience happy, and make sure your account is not being reported as spam by your contacts!As long as you follow the guidelines, respect your audience, and don’t sp

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Gustavo Boregio
Raquel C
Manychat Team Member
Raquel CManychat Community Manager
published in General Q&A
Is Manychat Officially Approved by Instagram?

Short answer: Yes. And we’re happy to say that you’re safe!Manychat is the world’s largest Instagram DM Automation platform, powering meaningful conversations for over 100,000 Instagram accounts and sending millions of messages monthly. If you’re using Manychat, you’re using a Meta-approved tool built to work within Instagram’s rules.But let’s talk about what that really means.  Manychat + Meta: Partners, not Puppeteers We know what you’re thinking. “Meta Business Partner” sounds like we have VIP access to Instagram’s inner workings. Our partnership with Meta means we work directly with Instagram’s official APIs, ensuring that everything you do with Manychat is compliant. But — and it’s a big but — we don’t control Meta’s rules or have a hotline to reinstate accounts.Meta sets the rules, and we all have to follow them. We can’t flip a switch to undo restrictions or plead your case to an Instagram overlord. We can help you stay on the right side of their policies so you don’t get flagge

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Raquel C
Manychat Team Member
Robin Hess
Robin HessUp-and-Comer
asked in General Q&A
FOLLOW UP HELP

Hi everyone,I’m having an issue with ManyChat.I find it a bit disappointing that there’s no proper video tutorial for this, or an option to directly contact support (especially for the price – that really should be available).I’ve been searching for 4 days now for the right settings to create a follow-up, but I can’t find anything. And honestly, what’s explained here so far doesn’t really answer my question either.Example:Person X comments with the “keyword” → Then they receive a message and a link to click… and that’s where the problem starts. I want to set up a follow-up so that they automatically get another message one day later to “check in” with them.I know this might not sound like a big thing, but it’s frustrating that there’s nothing concrete out there. A tutorial video would help a lot.I really hope you can help me. If you need any additional info to give me a better answer, please just let me know.  

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Robin Hess
Steph1414141411
Steph1414141411
asked in General Q&A
Instagram story sticker tap problem

Hiya guys. I would like to set up an automation when someone clicks the emoji stick in my stories. But when I go to set it up in Manychat, if I say “click on a specific story” it only shows my first instagram story, not the following ones afterwards (which is where my stick is, on the 4th story, not the first). Is there a way to change this, or is the only option to do it on the first story? TIA

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Steph1414141411
LovelyIrishAlan
LovelyIrishAlanUp-and-Comer
asked in General Q&A
If I actively keep my Contact list under 500, will that keep me at the $15 Pro Tier?

Hey! TLDR: If I actively keep my Contact list under 500, will that keep me at the $15 Pro Tier?Have been testing and now using ManyChat’s automation in a way that is perhaps a little different from the traditional “Comment “X” and I’ll send you my Ebook” approach. I run social media for a video game where we use deeplinks in pretty much all of our posts to drive DAU to our game from our social channels. I’ve been using ManyChat’s automation features to drive engagement by asking user to comment “X” and our official account replies directly to their comment with a deep link. I run these for 3 days and then turn off the automation. We were doing it on a small scale at first so didn’t need to worry about contact limits at the time. Eventually switched to PRO and had no issues the first month at all. Month 2, we did a few campaigns and I guess this took me over the tier limit and ended up paying $30 as opposed to $15 the month before. Not a big deal tbh but after watching the video here, I

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LovelyIrishAlan
M
Mitosi10
asked in General Q&A
Greeting text problem

I’m having an issue with the “Greeting text” feature on Messenger. I set everything up, checked the preview, and saved it, but it doesn’t show up in Messenger (on both desktop and mobile). The “refresh permission” option also doesn’t work. I contacted support but haven’t received a reply. How can I fix this?

142
M
Kmdebs
Kmdebs
asked in General Q&A
cant connect my instagram account

I’m trying to connect my Instagram account to ManyChat. When I connect it, it says it’s already linked to another account. But when I check on Instagram, it’s linked to exactly the account I’m trying to connect. So, if I remove the ManyChat app, all the information disappears. But when I try to connect it again, the ManyChat information appears again on my Instagram. In other words, it’s the same account I’m on, but it still won’t let me access it.  

121
Aafia Umair
Waled ELSAMAN
Waled ELSAMAN
posted in General Q&A
رساله

 مرحباً {{first_name}}! 👋 يسعدنا تواصلك معنا. كيفيمكننا مساعدتك اليوم؟

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Waled ELSAMAN
Tangi
TangiUp-and-Comer
asked in General Q&A
Unable to Add Captions on Instagram Posts After Disconnecting ManyChat – Please Assist

Hi,I hope you’re all well. I’m writing from Guayaquil, Ecuador.Recently, I connected my company’s Instagram account to the ManyChat platform to automate messages. Since then, I have been unable to add captions to any posts, reels, or collaborations. The caption field simply doesn’t allow me to edit with an error message.After noticing the problem, I took the following steps: Removed the ManyChat connection from Instagram. Deleted the ManyChat integration and permissions from Facebook/Meta Business Suite. Tried posting from multiple devices (iPhone, Android, and computer). Contacted Meta support and verified that no applications are currently connected to the Instagram account. Despite all this, the issue persists, and I still cannot add captions to any type of post.Could you please help me resolve this? I would greatly appreciate any assistance or guidance you can provide.Thank you very much!

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Tangi
Missviva
Missviva
asked in General Q&A
contacting help center

Hi, how can I contact help center directly?I have trouble connecting Manychat to my IG. Thanks

232
rodrigo_silvano
Gigameubelmarketing
GigameubelmarketingUp-and-Comer
asked in General Q&A
HELP! not runnign

Please help, my automation says it is running but it is not sending anything out, it does show up as send but it isnt sending out  

162
AwaisToor
Samuel
SamuelUp-and-Comer
asked in General Q&A
Replace 6 Tags with the one core tag

Hi I want to ask you I am collecting emails from people, I used to set different tags on different leadmagnets, but now I have an issue with the condition that will check if people gave me their email once.  What I wan to do is that I have 6 tags created and I want to add all the contacts from these tags to one core tag, that would be “GAVE EMAIL” then I can setup condition for email checking easily.  Can someone give me advice how to do it ?  Thank you.

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AwaisToor
MK_CapeTown
MK_CapeTownChannel Explorer
asked in General Q&A
Cant find integrations under Settings (with the ProVersion)

Why is the Integration field not in our Extension tab? We do have the ProVersion. I want to integrate Google Docs. Thanks!

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Gustavo Boregio
Felipe Salmona
Felipe SalmonaUp-and-Comer
posted in General Q&A
❗URGENT: Instagram account @clubesmartshoot stuck in another workspace –no support response

Hi ManyChat team and community,I’m Felipe from Social Lab Creative. I’m currently trying to connect the official Instagram account @clubesmartshoot to our ManyChat workspace, but I’m constantly getting the message:“This Instagram account is already connected to another workspace.”Over the past week, I’ve taken all necessary steps to remove the previous connection:✅ Removed the ManyChat integration from Meta Business Suite✅ Removed the app from Instagram’s authorized apps✅ Revoked permissions from Facebook Business Settings✅ Cleared caches, tried different browsers and devices✅ Created two support tickets (#356460 and #357340) — no replies after 5 days✅ Tried email contact and support chat, but the conversation closes automatically with no agent responseWe urgently need to connect this IG account to launch automated DMs tied to a campaign with paid traffic, and we’re blocked from executing critical flows.This is the ONLY official Instagram account used by our brand and there is no reaso

173
Raquel C
Manychat Team Member
coachtijanadaly
coachtijanadalyUp-and-Comer
asked in General Q&A
Automation not working after refresh

Hi there, I have tried refreshing permissions and this automation is still not working. The last 3 people who commented the keyword didnt get an automated response. The automation is on and pointing to the right post. Any advice? https://www.instagram.com/reel/DKfEhWsAjBL/

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rodrigo_silvano
trial_user5700
trial_user5700
asked in General Q&A
Abuse of comment feature

I work for a big brand and I’m worried about people abusing the comments to DM automation and commenting the prompting word but sneaking in abuse/ rudeness/ comments that don’t align w our image.Is it the case that only comments that contain the prompt word and only that will receive a DM?

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Gustavo Boregio
A
addvantage
asked in General Q&A
Manychat to instagram

Hello, i’ve set up a many chat to allow me to use my voice flow chat bot through many chat. I keep getting a reply saying “True”. Can anyone help with this?

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Gustavo Boregio
DOFF
DOFF
asked in General Q&A
Audio in telegram

how do I add audio to telegram and the app appears as if it was recorded in real time? because when I add the audio in the automation it appears as if it were just a file

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Gustavo Boregio
Mcaldarini
McaldariniChannel Explorer
asked in General Q&A
Auto-DM links from comments: Can I sponsor that post?

Hi I just created an automation: Auto-DM links from comments:Can I sponsor that post? Could be useful, but I remember I listen somewhere that is not possible sponsor that post...AND I WANT AVOID BAN! Can u pls advice?Thanks in advance!

151
rodrigo_silvano
DonnaM
DonnaMChannel Explorer
posted in General Q&A
Deleted automation still active

Hey, I deleted a funnel and the manychat automation linked to it. I have new automations using the same trigger word GUIDE, someone just commented on an old post, and the word GUIDE triggered the old deleted message, but then obviously the link to them to a deleted page. How can they receive a message that has been deleted? And how do i get the trigger word to only send the new guide?

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rodrigo_silvano
infinitas
infinitas
asked in General Q&A
DM automation stopped suddenly

Hi group! We have been using Manychat with Instagram for a few months now to send links via DM after users comment on posts/reels/stories.All automations have suddenly stopped working.I've seen other people on the Manychat forums with the same issue, but no solutions!I've tried all troubleshooting recommendations on their documentation pages and internal help tool, to no avail.Anyone ever solved this issue here? Any tips?We are at our wits' end and losing leads despite being paying customers! Also no response from support on our ticket yet...

191
rodrigo_silvano
hifzah
hifzahUp-and-Comer
asked in General Q&A
how to automatically send users images plus text?

When a user enters WhatsApp, I want to automatically send them an image plus text. How can I set this up?Also, I want to run Facebook ads to direct users to WhatsApp. Besides verifying WhatsApp in Facebook Business Manager, do I also need to complete company verification on Facebook? Thank you.

296
AwaisToor
jillmidasogle
jillmidasogleUp-and-Comer
asked in General Q&A
Can't connect fb

Hi, I am trying to connect my fb page. It says that it is waiting to be verified but I have no email. How can I disconnect to try again?

133
Aafia Umair
AlejandroLamothe
AlejandroLamothe
asked in General Q&A
Whatsapp business shopping cart

We went to integrate the WhatsApp business shopping cart, two hour flows. How can we do it using mini cha

363
rogerioaraujo
roverdrammen
roverdrammenChannel Explorer
posted in General Q&A
CTWA ADS + CAPI... THERE MUST BE A BETTER WAY

Currently for the CAPI to work properly, we need to ad CTWA trigger for every single ad we use on our campaigns. This is simply not sustaible at scale, what happen when we use dozens of ads per campaign, adding more variations and angles every day or week.I’ve seen in other competitors that this is not the case, CAPI works just fine with leads coming from ads. Having no need to add a CTWA trigger to get workflow working as expected.Please, we need ASAP. It’s vital in the new age of Meta Ads.

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roverdrammen
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