Hi all, hoping someone here has hit this before — support couldn't get further and my Free plan doesn't qualify for ticket support, so trying here.
Setup: "Auto-DM links from comments" automation, keyword trigger "chaos" (contains match) on a specific live Instagram Reel. Public reply enabled, opens a DM with a button, DM delivers two link buttons. Shows as LIVE in the dashboard.
Problem: it has never fired, even once. Two different real people (not the page's own account) commented the trigger word on the live Reel. Zero result both times — no public reply, no DM, no new contact created (Contacts count unchanged). Automation's own Sends/Clicks stats show 0.
What I've already checked/fixed with support's guidance:
- Confirmed Instagram is connected via the New API (not old).
- Confirmed Instagram "Allow access to messages" is ON under Connected Tools.
- In Meta Business Suite → Conversation Routing, found "Manychat-IG" (app ID ending 934, the correct one per Manychat docs — not the "Manychat" app ending 612) had "Take control of conversations" toggled OFF. Turned it ON and saved.
- Refreshed Manychat's Instagram permissions again afterward (fresh OAuth consent, approved instagram_business_manage_comments + 3 other scopes).
- Retested live with a fresh comment after all of the above — still zero result.
- Confirmed via Manychat's own Help Center that comment-to-DM automations work on the Free plan (not paywalled) — we're well under the 4-automation and 25-contacts/month caps.
At this point it really looks like the comment webhook from Instagram/Meta simply isn't reaching Manychat for this account, even though every permission and setting checks out on our end. Has anyone run into this exact "everything looks right but zero activity" symptom, and found something that actually fixed it? Particularly curious if anyone's had luck after a full Instagram disconnect/reconnect, or found a permission that isn't surfaced in the standard troubleshooting docs.
Workspace is on the Free plan (recently downgraded from a paid plan) if that's relevant. Happy to share screenshots if useful. Thanks in advance!
