Hi ManyChat community,
We are a D2C brand (Bloc — blocinsects.com) running Instagram
automations and have hit several issues we need help resolving.
Listing them clearly below:
ISSUE 1 — New Follower permissions not working
We are trying to set up the "Say hi to new followers" Basic
Automation. When we click Update Permissions, it fails to
authenticate through Instagram. We have been told by other
tools that Meta has recently restricted DMs to new followers
unless there has been prior interaction. We are unsure if this
is a ManyChat configuration issue or a Meta-level restriction.
Can ManyChat support help us resolve this or clarify the
current status of this feature?
ISSUE 2 — Universal DM flow only fires once per contact
We have set up a Default Reply as our universal DM flow
(qualification message with buttons). The problem: it only
fires the first time a user messages us. If the same user
messages again later — for example after going through a
keyword flow — the Default Reply does not trigger again.
Is there a way to make the Default Reply fire every time a
user sends a message that doesn't match a keyword, regardless
of whether they have messaged before?
ISSUE 3 — Second comment on same post does not trigger flow
When a user comments a keyword (e.g. "price") on a post, the
flow triggers correctly. But if the same user comments a
second keyword on the same post (e.g. "link"), no flow is
triggered. Is there a cooldown period per user per post?
How do we allow multiple keyword triggers from the same user
on the same post?
ISSUE 4 — Keyword flow and Universal DM conflict
After a user completes a keyword flow (e.g. price flow) and
later sends a generic DM like "hi", the Universal DM Default
Reply does not fire. It appears that once a contact has been
through any automation, the Default Reply stops working for
them entirely. How do we ensure the Default Reply fires for
any unmatched DM regardless of prior automation history?
ISSUE 5 — Prevent duplicate contact data collection
We collect phone number and city via a Data Collection step.
If the same user triggers the lead capture flow more than once
(e.g. comes back a second time), they get asked for their
details again even though we already have them stored.
What is the best way to check whether PHONE_NUMBER custom
field is already populated and skip the Data Collection step
if it is? We want to use a Condition node for this but are
unsure of the exact setup.
We are on ManyChat Pro Trial. All automations are on
Instagram channel. Happy to share screenshots or screen
record any of the above.
Would also welcome a call with the support team if that
is possible.
Thank you
Pranjal Khatod
Product & Growth — Bloc (blocinsects.com)
