Critical Facebook Comment-to-DM issue – Ticket #557166 – No response after 48 hours

​@Gianlurenzo this is an issue regarding how metrics are shown in Manychat (and yes, it’s confusing!)

The 1.7% delivery you see is ONLY people who actually opened the conversation with your page and saw the message. That’s why the ‘Open rate’ is 100%.

The other 98.3% most likely received the message, but they didn't open Messenger or see the message. Because of how Meta works with these messages, Manychat does not see these users fully, and therefore cannot properly measure the delivery rate.

You should be able to double-check this by comparing the info on your Facebook page inbox vs the people you see that got the message on Manychat.

Hope this helps!

Hi Gustavo, thank you for the explanation. That definitely helps clarify how ManyChat reports the metrics.

However, unfortunately our concern is not based only on the 1.7% delivery metric.

We have performed several real tests with people who did NOT follow our Facebook page.

They commented the correct keyword on the post, the ManyChat automation triggered correctly, and they received the public comment reply — but no private Messenger message appeared at all, neither in their normal inbox nor in Message Requests.

On the other hand, when we tested the same automation with an account that already followed our page, the private message was received successfully.

So there seems to be an actual difference in delivery depending on the user, rather than only a reporting/metrics issue.

This is particularly concerning because hundreds of new users are commenting on our content specifically to receive information via DM, and most of them are naturally non-followers.

Is there a way to verify from Facebook/Meta whether those 600+ messages were actually delivered, rather than relying on ManyChat's delivery metric?

If so, could you please tell me exactly where to check this in the Facebook Page inbox?

We also have Critical Support Ticket #557166 open for this issue.

Thank you!

It is almost certainly your page is being rate limited/spam filtered, especially since you are sending the exact same DM to everyone. FB is a lot more strict and i’ve seen around after 8-10 of the same DMs being sent out, subsequent messages will fail entirely and say to retry. The rate limit only lasts a few hours, but if you are continuing to send out DMs as soon as you are allowed, that is likely why it is a continuous issue. I’d recommend varying your first DM private reply 

Test you can try: After noticing a failed DM from automation, try to manually DM someone else and see if it goes through, if it doesn’t and you get a red warning message, that’s your answer.