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Update: I am currently in touch with ManyChat’s helpdesk to see if they could fix this issue. Currently they are trying to gather more information and example to investigate. Will keep this post updated time-to-time for everyone’s benefit! :)

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Hi everyone!

 

I’ve been trying out ManyChat for a few days now and am currently on my 2-weeks trial of the Pro version. I’m using it primarily to automate Instagram DMs and it’s feature with Instagram as a form of Data Collection (To collect basic info for sign-ups).

 

Primarily I’m focusing on triggering account DMs when they comment to my post / reel as well as replies to my IG Stories.

 

I’ve created my automation flow for an upcoming post and story, linking it to my brand account. I did a test on one of my current post using my personal and back-up accounts and it seemed that they are working just fine as intended. So I thought its ready to go Live for my new IG Post and Story - like hooray isn’t it?

 

But guess what - as soon as I posted and triggered this automation to that new post, other public and private accounts could not seemed to receive DMs whenever they comment the keyword trigger. It’s weird because when I try to comment again using my other accounts, it works as intended.

 

Here are a few things I’ve researched from this:

  • It is their first time commenting on the post. (No double comments etc. as Meta will see this as a duplicate request)
  • The accounts that commented are a mix of non-followers and followers
  • The accounts that commented are a mix of private and public accounts
  • The accounts that commented keyed in the words that I have added as keywords (They are not case-sensitive)
  • My brand account is already a professional account
  • Only 1 or 2 accounts received automated DMs. Still, I’m expecting for all accounts not just limited numbers.

And here are a few things I have done to try solve this but unable to so far:

  • Created a new set of automation
  • Recreate a new account 
  • Relinked my Instagram and Meta Business Suite
  • Refreshed Permissions
  • Allow all settings on Instagram and Meta that enables ManyChat to read and control my messages
  • Ensure the first action node after the trigger is set to “Send as COMMENT REPLY” not “Within 24-hour Window”
  • Tip from Community] Added an Action Node > Set Instagram Opt In right after the trigger node
  • Tried waiting for a few hours to see if the automation will work, but nope.

 

TLDR: Why is it that only very few accounts can receive my IG DM Automation from Comment to Post / Reply to Story, but not everyone else? 

 

Anyone experienced this issue and managed to get it fixed?

Hi! How did you manage to contact Manychat's helpdesk? I've been having the same issue and can't find a contact to reach out to. 

Hi! I just submit a ticket to their Support Team here :) Best to submit a ticket after you have tried almost all of the solutions you see on help.manydesk.com as well as community posts.

 

I’ll update as I go along rectifying this issue!

 

Cheers :)

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