Skip to main content
Question

Comment-to-DM Automations Stopped Working After Creating Meta Engagement Campaign

  • July 29, 2026
  • 1 comment
  • 11 views
Gear Lock City

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!

    1 reply

    SumGenius
    Forum|alt.badge.img
    • SumGenius
    • Smooth talker
    • July 29, 2026

    The detail that matters here is that you used the existing posts in the engagement campaign. Once a post is promoted, Meta stops delivering comment events for it to third-party tools. That's a documented Meta restriction, not a ManyChat bug. And since both your Facebook and Instagram posts went into the campaign, all four surfaces you tested are really the same two promoted posts. So it can look like the whole connection died when you may have only lost those two posts.

    That said, you're not imagining the bigger blackout possibility. I've seen a case where someone boosted one post and their non-boosted organic posts went quiet too. So run this two-minute test to find out which problem you have: put up a fresh throwaway post (or use any old post never touched by ads), point an automation at it, and comment from another account. If that fires, your connection is fine and this is the promoted-post limitation. If a never-promoted post is also dead, it's the Page/Instagram connection itself, and disconnecting and reconnecting with every permission granted is the move.

    If it turns out to be the promoted-post limitation: switch the trigger from Specific Post to All Posts with a keyword filter (fair warning, delivery on ad comments is still inconsistent even then), or restructure as a click-to-message campaign instead of an engagement campaign, since those route through a trigger built for ads.

    One more thing: Conversation Routing only controls where DMs get routed between apps. It doesn't affect comment events, so that setting isn't your culprit either way.

    Community Terms & ConditionsAccessibility statement