General Q&A

I created a brand-new automation → User comments on your Post or Reel → selected Any post or reel → entered trigger keywords and continued to the DM setup.My workspace never displays the “Exclude certain words” option that your documentation and AI assistant mention.Could you please confirm whether this feature has been removed, is still being rolled out, or is unavailable for my account?

We use ManyChat for Instagram DMs. Our issue is that when our own team sends a manual message to a contact from the business Instagram account, it triggers our automation flows if the message contains any active keywords.Our use case: we have prospects who don't complete our intake form, so our medical team needs to follow up with them manually via Instagram DM to guide them. But ManyChat fires the bot on top of the manual message, which confuses the prospect.We need a way for the system to recognize that the message was sent by the page admin and NOT trigger any automation.Questions:Does ManyChat have a native way to detect that a message was sent by the admin (not the contact) and suppress automation? Is there a setting or workaround to prevent keywords from triggering when the business side initiates or continues a conversation? Would using "Pause Automation" via API or Zapier be a viable scalable solution?

Desde hace unos días, la automatización Auto-DM desde comentarios ha comenzado a fallar con un número cada vez mayor de usuarios.El problema es el siguiente:Los usuarios comentan correctamente en mi publicación. Instagram muestra el aviso "Te envió un mensaje sobre un comentario que hiciste en su publicación", por lo que la automatización parece activarse. Sin embargo, el mensaje automático de apertura no aparece en el chat del usuario. Ellos solo ven ese aviso, pero no ven el contenido del mensaje ni el botón. Desde mi cuenta sí puedo ver el mensaje como si hubiera sido enviado correctamente. Si yo les escribo manualmente desde Instagram, el mensaje sí les llega inmediatamente, por lo que el problema solo ocurre con los mensajes enviados mediante la automatización de ManyChat.Ya realicé todas las comprobaciones recomendadas:Actualicé los permisos de Instagram desde Help → Refresh Permissions. Reconecté la cuenta de Instagram. Verifiqué que "Permitir acceso a los mensajes" (Allow acces

Hello,Today I received an email with a 3 months offer for the essencial plan which is interesting but clicking on the button it redirects me to the dashboard only. When I go to plans, it saying that there 3 free months but when I start to proceed for the checkout it’s only 1 free month. It is normal?3 free months 

Has anyone else had issues claiming the 3 months of Essential for free promo. When I click it I only see 14 day free trial.

Hi! My billing date is today (July 30). I reached the total amount of contacts within my plan (250) and the cycle has not been reset yet, so now I’m paying for the extra contacts. When will the cycle be reset?

Did someone of you have this problem at all and knows how to fix it? I’m going mad. Apparently the number is not linked anywhere else now, but before i linked it to ghl. Please help!!  

TENGO PROBLEMAS PARA GUARDAR O BUSCAR MIS CLIENTES POR MANY YA QUE AHORA WSP SOLO SALE CON NOMBRE DE USER YA NO CON NUMERO EN ESE CASO COMO HAGO YA QUE AL MOMENTO DE GUARDAR AL CONTACTO ME PIDE NUMERO Y PARA BUSACRLO TAMPOCO SALE Y RESALTANDO QUE MANEJO 80 CHATS AL DÍA Y ES COMPLICADO 

I dont see import emails on my end I’m not sure do I go inside the automations?

When I try logging in on to another instagram account to add to manychat it just takes me back to the log in page. Under my manychat account I want to add multiple instagram pages to automate.

Hello,I would like to connect my Instagram account @dally.jae to the account logged in with dallyjae00@gmail.com.However, I keep receiving a message saying that this Instagram account is already connected to another account. The other account has already been deleted, but I am still unable to connect my Instagram account because of this error.Could you please remove the old connection or help me link @dally.jae to my current account (dallyjae00@gmail.com)?Thank you for your assistance.

I made my first Automation yesterday. People comment on my Facebookpost and receive an automatic reply on the comment + receive a prive Facebook Message in their inbox. There is such a big difference between 'Sent’ and 'Delivered'. How can I solve that? I offer something for free when they comment, so I don't like the fact that so many people don't seem to receive it. :( Or does it mean something else? :D  

Hey guys! I’m a social media manager for @banjobenclark and the feature I use the most is the DM from a comment. So usually it’s goes “comment BANJO and I’ll send you the link to this weeks lesson”. The auto dm from comment template doesn’t allow me to send a link in the first message to that person so for FB & IG, I just start from a blank canvas and set the trigger to “user comments on post” and fill everything out from there.For the most part, these work pretty well but there’s been a few posts where I’ve noticed it doesn’t reply to everyone that comments the particular word. I saw on a help page that sometimes the automation will bug out and not comment back to the user but the DM will still send, however this is not the case. This has happened on both IG and FB.How do I get my automations to work for 100% of the users that comment the keyword? 

I have a reel where a user comments “ready” and the auto reply comments after they post my keyword are NOT triggering. So I have to manually reply to thousands of comments. Why would this be? I don’t have the comments turned off? Additionally, my sequence is prompting to send a link as a message but they need to follow me first. The user will hit the follow me button but will have to hit it multiple times before ManyChat will send the next trigger. Sometimes a user will have to hit ‘following’ 4-5 times and then the link doesn’t even send. It’s extremely frustrating and frankly kind of embarrassing that sometimes it works and sometimes it doesn’t. So I have to manually send out my link. What could be the issue?

Holaa a todos buenas tardes espero estén bienquisiera saber si hay opción de cambiar la foto de perfil y nombre de usuario ya después de crear la cuenta, graciasss

Hi ManyChat team,I’m reaching out because I believe my Instagram account issue is directly related to the ManyChat automation I have been using.I have been using ManyChat with Instagram to send automated DMs when followers comment on my reels (for example, when they request a link/location). The strategy worked very well and helped me grow my account significantly.Today, my Instagram account suddenly went into a security review. I can still log in, but I am stuck in a loop where Instagram asks me to “remove recent activity and make sure your account looks right.”Instagram says:75 posts/reels will be archived 8,099 comments will be removedThe message says changes were made while I did not have access to my account, but I have had access the entire time and I have not seen any suspicious login activity.At this point, I strongly suspect that the issue has been triggered by the ManyChat automation and the high volume of automated interactions it generated. This appears to have caused Insta

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

My account is for affiliate linking. Very simple flow... comment trigger word, youll get a greeting message via ManyChat and then you’ll get the actual link via ManyChat. With Facebook messenger, I have the link set up as the second message. The first message (because ManyChat AI bot told me to) is a greeting. For some reason when someone clicks the button for the link, its says “post unavailable”. The strange part is it doesnt happen all the time. Sometimes it works for one person and that same manychat link card doesnt work for another person, they both could be following my account. There is no rhyme or reason for when it happens. I’ve tried all the troubleshooting. Nothing seems to work. It happens with my LTK links, Walmart storefront links etc. Has this happened to anyone else? Is there a crucial step Im missing? 

Hey, wake up! We haven't been able to respond to our users' comments for over two months now, and we're losing revenue! Your company isn’t doing anything about this—we’ve tried everything, even pausing all correspondence for a week—but nothing helps. Please contact Meta directly and escalate my request to their specialists regarding the account https://www.instagram.com/kosta_bravissimo

Hello, Hope you are well. I’m new to automation. I’m using chat GPT to respond to customers questions. How do i create a Manychat goal output, to save the the response of their reply in a certain category? I’ve tried to look for the answer in the you tube videos. But couldn’t find it. Kindly help,Thankyou,Nomana Malik

Went to the tiktok for Many Chat webinar last month and it was very good. Now I am trying to implement comment a key word to trigger and Im getting a not available in your area yet.So How do i use manychat with tiktok. Can we have them DM us a key word? Also, my account does not have a link in bio yet. Please help thanks

Recently I just get the trial PRO account for 14 days, I realised I opted to go for the PRO version with the yearly subscription. But I only want to subscribe the monthly plan before the trials session ends.  Is there any clue how to switch it to Monthly PRO account ?  

Hi,I work on my manager’s ManyChat account. He receives all educational emails announcing new courses, webinars, and programs like Summer School. I have my own ManyChat Community account and can join courses, but I don’t receive those announcement emails automatically.Could you please tell me how to subscribe my email address to the same educational mailing list?Thank you!

Hey, I set up comment keyword to receive guide automation on Facebook, and people have to write their emails, which should trigger automatically that they are added to sequence on KIT. It works flawlessly on instagram, but on messanger it just doesnt trigger the email, although collection field is set as email for their reply. Any ideas? :)