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

Question

Hi! I need help with an Instagram comment-to-DM automation that is not detecting real comments.

Instagram account: @dr.maryna_shevchenko
Connection type: New Enhanced Connection
Automation: Auto-DM links from comments
Affected Reel: https://www.instagram.com/reel/DeMvSZXsFNI/
Keyword: СТЕАТОЗ (exact Cyrillic uppercase)

What is already confirmed:
- Instagram is connected to ManyChat.
- Instagram account is Professional.
- Allow access to messages is ON.
- Refresh Permissions completed successfully.
- Correct Reel is selected.
- Correct keyword СТЕАТОЗ is configured.
- The DM flow works correctly in Preview: Opening DM → “Отримати гайд” → delivery DM → “Відкрити гайд”.
- Real test comments from external Instagram accounts appear on the Reel, but ManyChat still shows 0 Runs / 0 Sends / No data.
- The automation is currently STOPPED while troubleshooting, to avoid a broken CTA for users.

This suggests that the Instagram comment event/webhook is not reaching ManyChat, while the DM flow itself is configured correctly.

Could someone please advise how to verify whether Instagram comment events/webhooks are reaching ManyChat for this account, or whether the connection needs to be reauthorized/reconnected in a specific way for New Enhanced Connection?

I can provide screenshots of the real Instagram comment, the working Preview, and the 0 Runs / 0 Sends analytics.

Fabio Gaulke · Answer

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: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.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.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-ManychatHope this helps!

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