Automation not triggering

Start with these checks

When an automation does not run, first determine whether the problem is the trigger, the response flow, message delivery, the Instagram connection, or a plan or usage limit.

Start here:

1. Open Automations and confirm the automation is Active.
2. Confirm the correct Instagram account is selected.
3. Open Settings → Connections and make sure the account is healthy.
4. Confirm the event matches the automation type you created.
5. Check selected posts or stories and the keyword rules.
6. Check Last run for a recent status such as Duplicate ignored, Post not selected, or Monthly limit reached.
7. Check Billing if ZayDM shows an upgrade or usage-limit message.

Saving an automation does not automatically activate it. If the editor shows Inactive, switch it to Active and choose Save changes.

If a Comment Automation does not trigger

Check the post selection and keyword rules first.

If the trigger uses Specific posts or reels, the comment must be on one of those selected posts or reels. If Last run shows Post not selected, include that post or use All posts and reels when appropriate.

Next, check What keywords will start your automation? and Match type. ZayDM supports Any keyword, All keywords, and Exact. If no keywords are configured, the automation can match any non-empty comment.

ZayDM also prevents the same comment event from starting the same private-response path more than once. Duplicate ignored can therefore be expected when the same comment is processed again.

If a Public Reply appears but no private response arrives, the trigger may have worked while the DM side of the flow did not complete. Confirm the automation has a valid Final Response, then check connection health and usage limits.

For a realistic test, use another Instagram account to leave a new matching comment.

See Set up Comment Automation for the full trigger setup.

If a DM or Story Reply automation does not trigger

Direct message

Send a new inbound message from another Instagram account.

The connected business account cannot trigger its own DM keyword automation. Button taps and postbacks such as Continue are handled separately and do not start a DM keyword trigger.

Check the keyword configuration and Match type. Empty keywords can match any inbound message, while configured keywords must satisfy Any keyword, All keywords, or Exact.

A genuine inbound DM can cancel pending Smart Follow-Ups and still be evaluated for a new matching DM automation.

See Set up DM keyword automation for configuration details.

Story Reply

A Story Reply automation starts from a supported reply sent through the Instagram Story interface. A normal DM is handled as a direct message instead.

If you use a specific-story configuration, confirm the reply is for one of the selected stories. Replies to expired or unselected stories will not match that automation.

Story reactions are not currently documented as a supported Story Reply trigger, so test with an actual Story reply message from another Instagram account.

See Set up Story Reply automation for the full setup.

If the automation started but seems stuck

Sometimes the trigger works, but the response flow is waiting for the recipient.

If Opening Message is On, ZayDM sends it first and waits for the person to tap Continue before sending the Final Response.

If Follow Gate is also enabled, the flow can wait again after Continue while the person completes the follow step.

The expected flow is:

Opening Message → Continue → optional Follow Gate → Final Response

If the Opening Message arrived, the automation has already triggered. Test the next required action instead of changing the trigger.

See How Follow Gate works if the flow is waiting at the follow step.

If the trigger worked but the message is delayed or missing

A successful trigger does not always mean the next DM is sent immediately.

ZayDM may briefly delay delivery while respecting Meta rate limits or retrying a temporary send problem. High-volume activity can also create short delays.

A message can also be prevented from sending when:

• the monthly automated DM limit has been reached
• the account or feature is not eligible under the current plan
• the Instagram connection is unhealthy
• the automation is beyond the current active-automation allowance
• the configured response is not ready to send

Use the Automations list, Last run, Connections, and Billing status for customer troubleshooting. Message Delivery and detailed delivery logs are staff tools and are not part of the normal customer workflow.

If Last run shows Monthly limit reached, review your current usage and plan in Billing.

Check the Instagram connection

Open Settings → Connections and check the Instagram account used by the automation.

A healthy account should show Connected.

If you see Needs reconnect or Reconnect @, reconnect the account and complete Instagram Login again.

If you see Webhook repair needed, Connection setup incomplete, or Repair connection, repair the connection. Webhook problems can prevent comments, messages, Story replies, or button interactions from reaching ZayDM.

Disconnecting an Instagram account pauses its automations. Reconnecting does not automatically reactivate them, so return to Automations and set the automations you still want to use back to Active.

See Connect your Instagram account for connection and reconnect instructions.

Check plan and usage limits

Some features can be configured while an automation is inactive, but ZayDM checks eligibility when you activate or run it.

If activation is blocked, use the Upgrade action shown in ZayDM or remove the feature that is not included in your current plan.

If you reach the monthly automated DM limit, sending remains limited until your available usage changes or you move to a plan with more capacity.

ZayDM may also limit how many automations can actively run at the same time. If you see an active-automation limit or over-limit warning, deactivate automations you no longer need or review the available upgrade options.

Use the current Billing screen for your account's limits rather than relying on fixed numbers in this article.

See Manage your subscription for billing and usage help.

Still not working?

Run one clean test:

1. Confirm the correct Instagram account is Connected.
2. Confirm the automation is Active.
3. Use another Instagram account for the test.
4. Create a new matching comment, DM, or Story reply.
5. Complete Continue or Follow Gate if required.
6. Check Last run on the Automations list.

If the problem continues, contact support and include the Instagram account, automation name, trigger type, what you tested, and the approximate time of the test. This gives the support team enough context to investigate the event and delivery path.