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Question

The DM comment trigger is working normally, but my followers aren't receiving the message.

  • April 30, 2026
  • 3 comments
  • 41 views
oguibrito

What's happening is that the automation is activated normally when my follower comments, and it responds to all comments normally, and then sends the direct message to my follower normally, but my follower doesn't receive it.

And when I send the message manually, my follower receives it normally.

The Meta Pro support team has already told me that everything is working normally with my account, mainly because the manual message is working normally, and that the problem is on ManyChat's side.

ManyChat support has responded several times, but always with some suggestion to redo the account connections, but nothing solves the problem.

I also deleted the Instagram account from ManyChat and re-established the connection, and still nothing works.

Has anyone experienced a similar problem?

      3 replies

      Fabio Gaulke
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      • Fabio Gaulke
      • Community Moderator
      • May 6, 2026

      Hello, ​@oguibrito 

       

      Since you have already tried reconnecting the account and even deleting the channel entirely without success, the issue is likely tied to how Meta is directing the messages behind the scenes.

       

      It is very common for Meta to "lock" or misconfigure the Conversation Routing settings. When this happens, manual messages work perfectly because they don't rely on the same API path, but automated messages from Manychat are sent into a "void" and never reach the recipient.

       

      Please take a look at this article and verify if the routing is correctly assigned to Manychat in your Meta settings: https://help.manychat.com/hc/en-us/articles/14281188830748-Conversation-Routing-for-Instagram

       

      Hope this helps!!

      @fabio.gaulke | @monada.ag
      oguibrito
      • oguibrito
      • Author
      • Up-and-comer
      • May 8, 2026

      Hello, ​@oguibrito 

       

      Since you have already tried reconnecting the account and even deleting the channel entirely without success, the issue is likely tied to how Meta is directing the messages behind the scenes.

       

      It is very common for Meta to "lock" or misconfigure the Conversation Routing settings. When this happens, manual messages work perfectly because they don't rely on the same API path, but automated messages from Manychat are sent into a "void" and never reach the recipient.

       

      Please take a look at this article and verify if the routing is correctly assigned to Manychat in your Meta settings: https://help.manychat.com/hc/en-us/articles/14281188830748-Conversation-Routing-for-Instagram

       

      Hope this helps!!

      Oi Fabio,

      Vi que é do Brasil também.
      Então já segui todos esses passos, e nada resolve o problema de meus seguidores não receber nenhuma DM das automações, mesmo elas sendo executadas normalmente.

      Fabio Gaulke
      Forum|alt.badge.img+3
      • Fabio Gaulke
      • Community Moderator
      • May 8, 2026

      Oi Fabio,

      Vi que é do Brasil também.
      Então já segui todos esses passos, e nada resolve o problema de meus seguidores não receber nenhuma DM das automações, mesmo elas sendo executadas normalmente.

       

      Poxa… é incomum mesmo…
      Já testasse absolutamente tudo o que eu sugeriria… Sobra ainda criar uma nova conta Manychat, remover o IG dessa sua atual e vincular com a nova para ver se algo muda…

      No demais, chama lá o suporte da Manychat com todo esse histórico de coisas que fizesse para que alguém dê uma olhada mais profunda nesse seu caso.
      (Podes mandar em português… tem gente no Brasil e de Portugal que estão no time de suporte)

       

       

      @fabio.gaulke | @monada.ag
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