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Let's talk about Live Chat

  • January 16, 2026
  • 5 replies
  • 315 views
martindacostaf

đź‘‹ Hey Community!

 

I'm MartĂ­n, a product designer here at Manychat, and I'd love to learn more about how you use Live Chat today.

 

I'm especially interested in hearing from people who sometimes feel overwhelmed by their DMs or feel they're not getting the most out of Live Chat yet, especially if you don't use filters much today.

 

👉 If that sounds like you, we'd love to have a 30-minute conversation to understand what

works today, what's confusing, and what could be improved. No prep needed.

 

We'll ask one short question when you book, just to make sure we talk to the right profiles, and we'll take it from there.

 

If you don't have time for a chat, feel free to share how you currently manage a busy Live Chat in the comments, we'll read everything.

 

Book a call here.

 

Thanks in advance, I really appreciate your help. 🙏

      5 replies

      Zuzanna Smolik

      why does many chat only show me a normal account instead of the creator’s Instagram account?

       

        EmilyGraceVolo

        Hi Martin,

        I’m running into a challenge with ManyChat and wanted to confirm the best-practice setup.

        I receive hundreds of Instagram DMs per day. Many of these are from existing followers, applicants, or active clients where I want to respond personally and not trigger automated AI replies. I only want the AI automation to respond to truly new inbound messages.

        Ideally, I want the system to work like this:

        1. New inbound messages from users → trigger the AI response.
        2. Once I personally reply in the DM thread → the AI should automatically shut off for that user.
        3. Ongoing conversations should not be interrupted by automation.

        What is the most reliable way in ManyChat to:

        • Detect “new conversations” vs ongoing conversations, and
        • Automatically pause or disable automation once a human/admin replies?

        If possible, I’d love guidance on the exact rule, tag, or automation logic that supports this use case at scale.

        Thank you — this is critical for maintaining a high-touch, personalized experience while still leveraging automation efficiently.

         

        Best,

        Emily

        Volo Match

        martindacostaf
        • martindacostaf
        • Author
        • Up-and-Comer
        • January 29, 2026

        Hi ​@EmilyGraceVolo, 

         

        Regarding your 2 points:

        1. Unfortunately, we can’t detect “new conversations” at the moment. We treat every message independently without the prior context - at least yet
        2. If everything is going well, that’s currently the case. If a human answers, the automation pauses immediately. If you want to set certain rules, here’s an article that explains how to do so. 


        Best,
        Martín​​​​​​​

        EmilyGraceVolo

        Thanks for the response Martin. Regarding “if a human answers, the automation pauses immediately” has not been what we’ve experienced. For instance, I was in a conversation with a follower, and every few messages an automated response would trigger and send. This was in between the human-to-human messaging between my follower and I. Any thoughts on how to prevent that at least? 

        martindacostaf
        • martindacostaf
        • Author
        • Up-and-Comer
        • January 29, 2026

        Sorry to hear that ​@EmilyGraceVolo.

        I suggest you take some screenshots and share them with the Support team. Here are the instructions. 

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