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🚨 CTWA + Keyword Triggers Not Firing — Contacts Enter System But No Flow Executes

  • March 6, 2026
  • 5 comments
  • 38 views
TOMAS DECURNEX

Hey everyone, I've been dealing with a frustrating issue for about a month now and can't figure out if it's a bug or something on my end.

**Setup:**
- WhatsApp Business via Manychat (PRO)
- Click-to-WhatsApp (CTWA) ads running on Meta
- Automation trigger: CTWA click from a specific ad + keyword "contains" trigger as backup
- Everything is connected, live, and was working perfectly for months

**The problem:**
Some leads click the ad, message us, write the exact keyword — and the automation simply doesn't fire. No flow assigned, no tag applied, nothing. But the contact DOES appear in Manychat's contact list.

**Key details:**
- Contacts show up in Manychat with NO tags and NO flow history
- Always new contacts (not re-engaging old ones)
- Happens across multiple different ads, not just one
- Started ~1 month ago with no changes on my end
- Meta shows more ad clicks/conversations initiated than Manychat shows flow activations — the gap is real
- Reconnected Meta ↔ Manychat integration: didn't fix it
- Added "contains" keyword triggers as backup: still missing some contacts

**What I've ruled out:**
✅ Not a duplicate contact issue
✅ Not a keyword mismatch (they write the exact trigger word)
✅ Not a flow being previously triggered (all new contacts)
✅ Not a single ad issue (happens across different campaigns)

**My theory:**
Manychat is receiving the contact creation event from Meta but NOT receiving the trigger event properly — so the contact gets created but the automation never executes. This feels like an API-level issue between Meta and Manychat that started around a month ago.

Has anyone else experienced this recently? Is there a known fix or workaround?

Thanks in advance 🙏

    5 replies

    rodrigo_silvano
    Forum|alt.badge.img+4

    Hey, ​@TOMAS DECURNEX 

    I’m sorry to hear that! 😕

    Have you checked with the Manychat support team? If the error is an API-level, they are the ones who can help you figure it out. 

    If you didn’t open a ticket, you can do it from here: https://help.manychat.com/hc/en-us/p/get_support_page

    rodrigosilvano.pt | Automate with intelligence - Surprise with experience
      Devtrest
      • Devtrest
      • Up-and-Comer
      • March 9, 2026

      Yeah, this honestly sounds more like an integration/event issue than a keyword setup problem.

      If the contact is showing up in Manychat but there’s no tag, no flow history, and no trigger recorded, then Manychat is probably receiving the contact itself but not consistently receiving the event that should start the automation.

      A couple things I’d try:

      • make a super simple test flow that only adds a tag, just to confirm whether the trigger is firing at all

      • test with only one trigger for a bit, either CTWA or keyword, so nothing overlaps

      • check if the first message is actually being registered inside Manychat the way you expect

      • try a fresh ad + fresh keyword just to rule out something weird with the existing ad setup

      Since you said it was working fine before and started happening across multiple ads, I don’t think this sounds like user error. Feels more like Meta is sending the contact creation, but the actual trigger event is being missed sometimes.

        TOMAS DECURNEX
        • TOMAS DECURNEX
        • Author
        • Up-and-Comer
        • March 9, 2026

        Hey, ​@TOMAS DECURNEX 

        I’m sorry to hear that! 😕

        Have you checked with the Manychat support team? If the error is an API-level, they are the ones who can help you figure it out. 

        If you didn’t open a ticket, you can do it from here: https://help.manychat.com/hc/en-us/p/get_support_page

        Thanks for the answer! I will try.

        TOMAS DECURNEX
        • TOMAS DECURNEX
        • Author
        • Up-and-Comer
        • March 9, 2026

        Yeah, this honestly sounds more like an integration/event issue than a keyword setup problem.

        If the contact is showing up in Manychat but there’s no tag, no flow history, and no trigger recorded, then Manychat is probably receiving the contact itself but not consistently receiving the event that should start the automation.

        A couple things I’d try:

        • make a super simple test flow that only adds a tag, just to confirm whether the trigger is firing at all

        • test with only one trigger for a bit, either CTWA or keyword, so nothing overlaps

        • check if the first message is actually being registered inside Manychat the way you expect

        • try a fresh ad + fresh keyword just to rule out something weird with the existing ad setup

        Since you said it was working fine before and started happening across multiple ads, I don’t think this sounds like user error. Feels more like Meta is sending the contact creation, but the actual trigger event is being missed sometimes.

        Thanks for the answer!

        psicocentro
        • psicocentro
        • Up-and-Comer
        • April 2, 2026

        Hey Tomas! Did you managed to get an answer from the support team? Or did you found any workaround?

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