Hi everyone,
I'm hoping someone can help because I'm completely stuck and haven't been able to find a solution.
Here's my setup:
We have a business with both a Facebook Page and an Instagram account, both connected through Meta Business Suite. I manage all of our marketing and advertising.
I created:
- A Facebook post.
- A separate Instagram post.
- A Facebook ManyChat Comment-to-DM automation.
- An Instagram ManyChat Comment-to-DM automation.
Both automations were set up separately for their respective posts and everything worked perfectly. When someone commented on either of the organic posts, ManyChat replied publicly, sent the DM, and everything worked as expected.
The problem started when I created a Meta Engagement campaign.
I used the existing Facebook post and the existing Instagram post to create engagement ads.
As soon as I launched the engagement campaign, both automations stopped working.
Now neither Facebook nor Instagram works anymore.
Whether I comment on:
- the original organic Facebook post,
- the original organic Instagram post,
- the Facebook ad, or
- the Instagram ad,
nothing happens.
There is:
- No public reply.
- No DM.
- No contact created in the ManyChat Inbox.
- It seems as though ManyChat never even receives the comment.
Here's everything I've already checked:
- Facebook and Instagram are connected in the same ManyChat workspace.
- Instagram is a Professional Creator account.
- Instagram is connected to the correct Facebook Page.
- The automations are published and active.
- The triggers are attached to the correct posts.
- "Allow access to messages" is enabled on Instagram.
- I refreshed permissions multiple times (using Safari because Chrome gets stuck in an endless reCAPTCHA loop).
- Meta Conversation Routing is now configured with ManyChat as the Default Routing App.
- I've tested from multiple real Facebook and Instagram accounts.
At this point, I'm wondering if promoting the existing posts somehow broke the connection between Meta and ManyChat, because the automations were working before the engagement campaign was created and stopped immediately afterward.
Has anyone experienced this before?
Is there a Meta Business Suite, Ads Manager, or ManyChat setting that could cause both Facebook and Instagram Comment-to-DM automations to stop receiving comment events immediately after promoting existing posts?
Has anyone experienced this after promoting an existing organic post in Meta Ads, or is this likely a Meta webhook/integration issue?
Any help would be hugely appreciated. Thanks!