Hello,
I want to know if I’m the only one with the issue but the metrics to our automations are not updating correctly therefore I cannot see the true number of “Sent” “Clicks” “CTR”, etc.
This started to happen about a month ago.
For example, the following Instagram Post has 38 comments with successful automation launch but my ManyChat profile only shows 1 sent.
+3Hello,
A few different factors could be causing this difference between the number of comments and what appears in your metrics:
First, keep in mind that Manychat has a native limitation where a trigger only fires once per user on each post. If the same user comments more than once, even using the keyword, the automation will not start again for them, so those extra comments will not generate new sends.
Another common point is how Instagram comment automations track metrics. When a user comments, Manychat delivers an initial direct message. For the remaining steps and metrics (like Clicks and CTR) to register, the contact usually needs to interact with that first message by tapping a button or sending a reply. If multiple people received the DM but only one clicked through, the rest of the flow will only reflect that single interaction.
It can also happen that the connection between Meta and Manychat experiences a sync delay. A good troubleshooting step is to head to Settings > Channels > Instagram and click Refresh Permissions to force a data resync.
If you already confirmed that several different users commented and interacted with the buttons inside the DM, but the numbers remain frozen, it might be an analytics sync issue on your account. In that case, you will need to open a ticket with the Manychat support team: https://help.manychat.com/hc/en-us/articles/14281086345244-How-to-get-support-from-Manychat
Hope this helps! 🙌
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