Comment to DM Not working

Hey ​@banx03!

While there is no widespread global outage currently reported for the Comment to DM feature, these issues usually pop up when there is a temporary synchronization hitch between Meta and Manychat. 🙃

Since you are experiencing this on both Facebook and Instagram, here are a few quick troubleshooting steps to verify if it is a localized connection issue:

• Refresh Permissions: Go to your Manychat dashboard, click the Help button in the bottom left corner, and select "Refresh Permissions". This resolves most silent connection drops between the platforms.

• Separate Triggers: Keep in mind that Facebook and Instagram require completely separate comment triggers within your flows. An automation built for Instagram won't automatically listen to Facebook comments, and vice versa.

• Flow Status: Make sure the flow is fully published/active.

Also, check this help article, it covers most of the automations issues that can happen with Manychat: https://help.manychat.com/hc/en-us/articles/14281308423452-Instagram-automation-troubleshooting

If you have gone through these steps and both platforms are still refusing to trigger the DMs, it could be a more specific token issue linked to your account… It will be necessary to open a ticket with the Manychat support team: https://help.manychat.com/hc/en-us/articles/14281086345244-How-to-get-support-from-Manychat

Hope this helps! 🙌

Hi there,

were still experiencing issues our side with this, suddenly.

Both for the broken flows and also messages not pulling into our main customer service tool called Front (may be related or might be seperate)

were trying to contact manychat, as well as meta, but not hearing anything from either yet and the issue has cuased a lot of customer service mares and work to pick up, plus loss of revenue/bad rep.

do you know how long it can take to expect a response from manychat support agents tickets?

What weve tried already, in meantime:

• Messaged (you) support team explaining critical issue - awaiting response

• Refreshed messenger permissions our end & retried - didn't seem to impact anything

• Fully disabled the connection to messenger and reconnected altogether - didn't seem to impact anything

• Tried a new test flow with the same function - doesn't work either

• Cross referenced older flows that worked - nothing apparent here that was different

• Tested older same flows that are live  - they also aren't firing now at all, but used to work fine

• Checked status reports for both manychat and messenger - nothing appearing yet

• Looked at manychat forums about it, others have experience this same issues a couple months ago. We’ve also contacted someone on a forum who sorted a similar issue - waiting to hear