Hi everyone!
I’m experiencing an issue with ManyChat where some Instagram conversations are automatically placed in the Unassigned folder with a Closed status, even though users have replied to our automated messages.
This is a problem because we have to manually search through closed conversations to find these messages, which is very inconvenient. This didn’t happen before.
Here’s how our automation works:
- A user comments a specific keyword under one of our Instagram posts.
- ManyChat automatically sends them a DM with a button, followed by a question.
- The user replies to the question, which should initiate a conversation that our team can continue in ManyChat Inbox.
- However, some of these conversations appear in Unassigned → Open, while others end up in Unassigned → Closed.
Expected behavior: All conversations where users have replied should appear in Open, not Closed.
I’ve already tried refreshing the Instagram integration in ManyChat, but it didn’t help.
Has anyone experienced this issue and found a solution? Is this a bug, or could there be some setting or automation behavior causing conversations to be automatically marked as Closed?