Automation is not sending DMs
Work through this checklist when a trigger should fire but no DM goes out.
3 min readNine times out of ten this is a small setting — the automation is paused, the keyword doesn’t match, or Instagram got disconnected. Check these in order.
Is the automation Active?
Open the automation and confirm the status toggle is ON. A saved-but-paused automation never fires.
Does the keyword actually match?
If you used “exact”, the message must be only that word. Switch to “contains” or add variations (caps, spaces, typos).
Is Instagram still connected?
Open Instagram Accounts — the card should say “Connected”. If not, reconnect (see the Instagram troubleshooting guide).
Test from another account
Instagram won’t trigger on your own comments reliably. Comment the keyword from a different account to test.
Still nothing after all four? Raise a ticket with the automation name and the exact comment you sent.
Did this not solve it?
Raise a ticket — no account needed. We’ll reply by email.