Skip to main content
Solved

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

  • August 24, 2026
  • 5 comments
  • 122 views
Gianlurenzo

Hi ManyChat team,

We opened Critical support ticket #557166 almost 48 hours ago and unfortunately we still haven't received a response from the Support Team.

This issue is severely affecting our business and our lead generation process.

Our Facebook content is currently generating hundreds of leads through comments. The ManyChat automation is triggered correctly and the public comment replies are working, but the private Messenger messages are not being delivered to the vast majority of users.

Our automation has registered over 600 messages sent, but only around 1–2% are being delivered. This makes our Facebook lead generation funnel practically unusable despite the social campaign itself performing extremely well.

We have already checked the Facebook/ManyChat connection, refreshed permissions, checked Conversation Routing and performed several tests. The issue persists.

We also followed up on ticket #557166 via email today.

Could a ManyChat moderator please follow up internally with the Support Team and escalate ticket #557166 to a technical specialist?

Any help would be greatly appreciated. Thank you.

 

Best answer by Gustavo Boregio

​@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!

    5 replies

    Gustavo Boregio
    Forum|alt.badge.img+7
    • Gustavo Boregio
    • Community Moderator & Expert
    • Answer
    • August 24, 2026

    ​@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!

    🧑‍💻 https://engimarketers.com | 📲 https://superarmeonline.com
      Gianlurenzo
      • Gianlurenzo
      • Author
      • Up-and-comer
      • August 24, 2026

      ​@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!

      SumGenius
      Forum|alt.badge.img
      • SumGenius
      • Smooth talker
      • August 25, 2026

      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. 

        Gianlurenzo
        • Gianlurenzo
        • Author
        • Up-and-comer
        • September 1, 2026

        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. 

        Thank you, this is very interesting and seems consistent with what we have discovered since my original post.

        We performed several tests with real Facebook accounts and confirmed that the automated Private Replies are actually being sent, but many of them are being placed directly in the Messenger Spam folder.

        We also investigated the issue with Meta Support. Their diagnostics detected behavioral/spam-related signals affecting messaging and an Access Block starting on August 2, with an impact on Page messaging.

        Interestingly, this happened around the same period when we started using ManyChat Pro and significantly increased our Facebook Comment-to-DM automation activity.

        So your point about repeatedly sending the same first DM may be very relevant.

        Would you recommend completely pausing Comment-to-DM automations for a period of time to allow the Page's messaging reputation to recover? And when restarting, would you recommend rotating several different versions of the first Private Reply instead of sending the same message to everyone?

        Also, Critical Ticket #557166 is still completely unanswered by ManyChat Support despite multiple follow-ups. If any moderator can help escalate it internally, we would really appreciate it.

        em0132
        • em0132
        • Up-and-comer
        • September 16, 2026

        I had been having this exact same issue with 1% delivery/open rate. After reading various forums on here and speaking to Meta agents, I disconnected ManyChat (MC) to rebuild trust in my account. 

        I responded to comments manually for over 60 days (note physically impossible to respond to all) and reached a point where response rate was 45-50%. 

        I reconnected MC yesterday to operate under a limited number of trigger words to prevent any “spam-like” behaviour. I set up 10 variations in comment responses, and 12 variations for the DM sent with smart delays that included no buttons or links, just conversational.

        Despite this, I am back to a 0-1% open rate. At the same time I have continued to manually send messages with a 45% open/response rate.

        This is not a problem with my account. Despite being an “approved Meta Partner”, ManyChat is clearly not fit for purpose at this time on Facebook.

        I understand that this is outside of ManyChat’s control, but believe some accountability, and advance warning on spam filters/best practices and the fact that using the platform may cause long term issues with your account would go a long way. 

        Like you I am waiting for an answer to my queries, but based on prior experience I suspect I will be waiting a long time for actual resolution and accountability. 

         

         

        Community Terms & ConditionsAccessibility statement