Instagram comment trigger not detected — 0 Runs / 0 Sends (New Enhanced Connection)

Hi ​@dr.maryna_shevchenko!

You have already covered almost all of the standard setup checks, which helps narrow this down quite a bit.

Here are a few specific things to double-check regarding how Instagram comment webhooks behave:

1. Top-Level Comments vs. Replies: Ensure the test comment is posted directly as a main top-level comment on the Reel. If the test account replies to an existing comment thread, Instagram webhooks do not trigger comment-to-DM flows.

2. User History (Once Per Post Rule): By default, comment automations trigger only once per user per post. If your test account has already commented on that Reel during earlier tests, it will not fire again. Make sure to test using an account that has never commented on that specific Reel before.

3. Full Channel Reconnection: For the New Enhanced Connection, refreshing permissions might not always reset the webhook subscription on Meta's side. Go to Settings > Channels > Instagram, disconnect the account, and reconnect it from scratch. This forces Meta to resubscribe your Instagram profile to Manychat's webhook events.

If you test with a fresh account while the automation is set to Live and the trigger still shows 0 Runs, it suggests that Meta's comment webhook events are not reaching Manychat for your profile. In that case, it will be necessary to open a ticket so Manychat's support team can inspect the backend webhook logs for your account: https://help.manychat.com/hc/en-us/articles/14281086345244-How-to-get-support-from-Manychat

Hope this helps!

Hi Fabio, thank you. I completed the full channel reconnection as you suggested.

I removed the Instagram account completely from ManyChat, reconnected @dr.maryna_shevchenko from scratch via Meta / New Enhanced Connection, then verified the clean-build automation and set it LIVE.

I tested again with a fresh Instagram account that had never commented on this Reel before. The comment was a new top-level comment with the exact keyword СТЕАТОЗ.

Result: still no public reply and no DM.

So the issue persists even after a full reconnect. Could you please advise the next step for checking whether Meta comment webhook events are reaching ManyChat, or how I can get the backend webhook logs checked for this account?

Before you chase webhook logs, run one test that splits this in half.

Change the keyword on that automation to a plain Latin word like GUIDE, set it Live, and comment that from a fresh account. If it fires, your webhooks are fine and the keyword is the problem. If it still shows 0 Runs, the comment events genuinely aren't reaching ManyChat and you have something concrete to put in the ticket.

My money is on the keyword. СТЕАТОЗ is close to the worst possible word for exact match. Every one of its seven letters has a Latin or digit twin that renders almost identically: С/C, Т/T, Е/E, А/A, О/O, З/3. If that keyword was ever pasted in from a caption, a Canva file or a doc, it can be a completely different string from what your commenters type while looking the same on screen. Exact match then fails silently, which gives you 0 Runs and no error anywhere.

If that turns out to be it, clear the keyword field, retype СТЕАТОЗ directly with your Ukrainian layout, and switch the match from exact to contains while you test.

I ran the Latin-keyword test exactly as suggested.
I changed the trigger keyword to GUIDE, set the automation LIVE, and posted a fresh top-level comment GUIDE from a new Instagram account that had never commented on that Reel before.

Result: still 0 Runs, no public reply, and no DM.

I had also already fully removed and reconnected the Instagram channel via Meta / New Enhanced Connection.

So this now appears to confirm that the Instagram comment webhook/events are not reaching ManyChat for my account.

Could someone please advise how to escalate this for backend webhook log inspection?

@SumGenius​@Fabio Gaulke  

 — quick update: I also completed the plain Latin keyword test with GUIDE.

The automation was LIVE, the comment was a fresh top-level comment from a new Instagram account, and the result was still 0 Runs / no public reply / no DM.

I had already fully removed and reconnected the Instagram account through Meta / New Enhanced Connection before this test.

At this point both the Cyrillic keyword and the keyword-matching issue have been ruled out. Could you please advise how I can get the Instagram comment webhook/event delivery checked on the backend for @dr.maryna_shevchenko?

 Super odd… 🫠
I’d suggest opening a ticket to Manychat’s Support Team… Here’s a link directly to the form page = https://help.manychat.com/hc/en-us/requests/new?ticket_form_id=11756694468892

Thanks, Fabio. I’ve already opened a support ticket and provided all the test details there. Ticket #582900