Hi, I’m having an issue with an Instagram Post/Reel Comments automation.
The automation is connected to one specific Instagram post and the trigger keyword is COUPON. Several different users have commented COUPON on the post, but ManyChat only shows 1 unique contact and only that one person received the first private DM.
I have already checked the following:
The automation is LIVE
The trigger is connected to the correct specific post
The keyword is COUPON
The first message is set to Send as Private Reply
I tested with a completely fresh Instagram account that had never commented before, but it still did not receive the first DM
Instagram message access/connected tools are enabled
I refreshed Instagram permissions in ManyChat
I disabled conflicting/old automations
I found and disabled ManyChat AI auto-replies that were previously sending an old 20% offer
Could this be an Instagram/Meta API issue where the comment events are not being passed to ManyChat? Is there anything else I should check on the account connection or trigger?
Instagram Comment Trigger Only Sends DM to 1 Contact
Your checklist is solid, so two things left before blaming the API, and then you're right that it's the API:
1. Is that post boosted or promoted, or was it? Promoted posts are a known case where Meta stops delivering comment events to automation tools entirely. If this post is running as an ad, that's very likely your answer, and testing on a fresh unboosted post will confirm it.
2. On your fresh-account test: a first DM to an account that doesn't follow you lands in the hidden Message Requests folder, not the inbox. Worth double checking the test account's Requests before counting it as a failure. Since ManyChat only logged 1 contact the events probably aren't arriving at all, but rule it out.
If it's not the boost and the events aren't arriving, that's comment webhook loss on Meta's side. It happens in stretches on Instagram specifically. Nothing in your settings fixes it, it's a support ticket with your evidence attached.
+5Hi @
I’m sorry to hear you’re experiencing issues with your IG Comment Trigger — I know how frustrating this can be.
Here are a few things I’d recommend double-checking:
- Instagram permissions A quick fix that often helps is refreshing your Instagram permissions in ManyChat. I know you said you already did it, but probably give it another try.
You can do this by going to your ManyChat account and clicking Help → Refresh Permissions. - Follow the official IG automation troubleshooting guide
This step-by-step guide covers several edge cases that can cause comment automations to stop firing and is very helpful for diagnosing issues like this:
https://help.manychat.com/hc/en-us/articles/14281308423452-Instagram-automation-troubleshooting - Check for platform-wide issues
Sometimes this is related to a temporary issue on Instagram or ManyChat’s side. You can check the current system status here:
https://status.manychat.com/ - One-time trigger behavior
Just as a reminder, Instagram comment automations only trigger once per user per post. If the same user commented again, the automation would not fire a second time.
Hopefully one of these points helps you pinpoint the issue. If nothing helps you can contact support team Please follow this link: https://help.manychat.com/hc/en-us/p/get_support_page
Cheers,
Cata Rendon
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