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Question

Issue with "Unknown Contact" Display and Flow Stopping After Button Click

  • November 15, 2024
  • 5 replies
  • 188 views
Krissfit_

Hello,

I'm experiencing an issue where several of my contacts are displayed as "Unknown Contact" in my ManyChat account, even though they are marked as "Subscribed" and new in my contact list. Additionally, my flow stops unexpectedly after users click a button, even though the flow should continue. This occurs despite the fact that my integrations and settings have been checked and appear to be correctly configured.

You can see in the image that people don’t receive the last message. Also they don’t receive the next message in the sequence. Also they are not saved as new contacts. 

Despite these efforts, I am still seeing multiple entries as "Unknown Contact," and my flow stops at the button click, preventing further engagement. Could you please advise on any additional steps I could take to resolve this, or let me know if this might be a bug?

Thank you for your assistance.

Best regards,
Krista

 

    5 replies

    rodrigo_silvano
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    • rodrigo_silvano
    • Manychat Community Moderator
    • November 15, 2024

    Hey, ​@Krissfit_ 

     

    In order to add a user to a sequence you have to ask them if they authorize it. If they did, you have to set an action to “opt in Instagram” and then add them to a sequence.

    rodrigosilvano.pt | Automate with intelligence - Surprise with experience
    Krissfit_
    • Krissfit_
    • Author
    • Up-and-Comer
    • November 15, 2024

    Hey thanks for your response ​@rodrigo_silvano 


    I added the ‘opt in instagram’ action now, but the error stays the same. My test account comment on my post and tapped the button in my first message, but remains an ‘unknown contact’ and doesn’t receive any automated messages.. 

     

    Krissfit_
    • Krissfit_
    • Author
    • Up-and-Comer
    • November 15, 2024

    I also tried te make an automation out of an existing template. But the contacts still get saved as unknown contacts😥

    rodrigo_silvano
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    • rodrigo_silvano
    • Manychat Community Moderator
    • November 15, 2024

    What exactly do you want to appear?

    If the test account doesn’t have registered information like the profile name, etc., it won’t show up in ManyChat either.

    rodrigosilvano.pt | Automate with intelligence - Surprise with experience
    Krissfit_
    • Krissfit_
    • Author
    • Up-and-Comer
    • November 16, 2024

    Normally, when the trigger is set to ‘user comments on your post or reel,’ people are opted in automatically when they comment on my post. However, currently, they are being saved as unknown contacts, which means they don’t receive the automated messages. For instance, the message at the very end of the flow isn’t being sent, and they also miss the follow-up messages in the sequence. ​@rodrigo_silvano 

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