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Hi everyone,

I am having issues with CAPI events not showing up in the events manager

Context

  • I am the admin of my fb page
  • I have full control of my fb page, instagram account, ad account
  • My instagram account is linked to my fb page and ad account
  • I connected my ManyChat account to my meta business suite and instagram. Which automatically created a dataset and connected it to manychat
  • I created a MC automation (see screenshot)
    • It triggers on instagram DM
    • It sends a CAPI event to meta. Using conversion type ‘LeadSubmitted’
    • I can see the being triggered multiple times (both total and unique triggers)
  • I am not using a website, only instagram DM’s


The problem

  • My events manager is not showing any events (see screenshot)
  • ManyChat support says that they are getting an error “indicating that your [facebook/instagram] account is in a restricted region”. In other words, MC is saying that MC is sending the data to meta, but meta is limiting the data due to EU gdpr restrictions
  • Interestingly, when we try using the same dataset using GoHighLevel instead of manychat, we get a ‘missing permissions’ error (which I think potentially alludes to the instagram permissions or of the dataset permissions). (see section below on troubleshooting)

Further thoughts

  • I believe that cAPI DOES work in EU.
  • I have troubleshooted with other 2 agency owners also based in the EU. They have working CAPI setups
    • For example: having their pixel on a facebook lead form + using CAPI via GoHighLevel (GHL)
    • For example: having their pixel on a website + using CAPI via GHL

Tried troubleshooting with somebody in the EU who had an existing working GoHighLevel CAPI setup

  • We confirmed the following workflow was successful:
    • Flow: Facebook ads
    • Tool: GHL
    • Trigger: Appointment booked on website
    • Send: Meta conversions API
      • ‘Event type = lead event’, 
    • Dataset: existing dataset he set up manually (not connected to instagram)
    • Outcome: Data received in events manager
  • So we decided to try a workflow using the dataset that ManyChat automatically creates
    • Flow: Instagram dm’s
    • Tool: GHL
    • Trigger: Instagram DM
    • Dataset: using the dataset that ManyChat automatically creates
    • Outcome: Getting a ‘missing permissions’ error (see screenshot)
    • * Because of this, we think that when ManyChat automatically creates a dataset and automatically links it to instagram, that this might cause permission issues with the instagram account or the dataset. (Or - more simply it’s just a EU gdpr restriction on meta’s end. But that doesn’t explain the error message we got or why CAPI worked with the other workflow)

Any guidance would be much appreciated!

Hey ​@Karl R Manychat’s documentation specifically mentions Europe:

https://help.manychat.com/hc/en-us/articles/14580897414300-Conversions-API-CAPI-integration

 

Now, I don’t know exactly the implications of ‘Explicit User consent’ and how you’d go about getting that in Manychat… It may be the case that there’s a way to do that in a Website, but not on Instagram…

I’d suggest you contact support, I think they’ll be in a better position to help you here.

Thank you Gustavo. Our workflows are actually compliant with GDPR as the user’s data is kept within meta’s own ecosystem and not enriched. However it seems we are being restricted anyways

Manychat support pointed me towards this forum as they’ve done all they can and have sent our test events to meta. According to them it’s being blocked on meta’s side

But still confused how many other EU businesses have set up their CAPI

Next stop will probably be the black hole of meta support tickets 

Any guidance however would still be very much appreciated

​@Karl R got it!

Yeah GDPR is a pain for sure…

And yes, your next step is probably the black hole :(

I don’t have anything else to suggest unfortunately. Let’s hope someone else with the solution sees this here in the community!

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