Ask them which post they commented on, what they wrote and when. Then go through this list. If nobody is getting your DMs, the automation itself needs a look: see Why isn't my automation firing?
- The keyword didn't match. The comment has to contain your keyword, spelled the same way. "GIUDE" won't fire "GUIDE". Here's how keywords match.
- The comment is older than 7 days. Instagram allows a private reply to a comment within 7 days only. If your Instagram was disconnected for longer, those comments can't be answered.
- They commented more than once. Each comment can get a DM, but Instagram sometimes refuses the DM for a second comment. Ask them to scroll up in your chat: the DM for their first comment has the link.
- They deleted the chat. Your DM went with it. Send them the link yourself.
- Message access is off. If Allow access to messages is off in your Instagram, Instagram blocks the DMs Waveloop sends, and we email you the steps. Turn it on under Settings and activity, Messages and story replies, Message controls, then Connected tools. Waveloop then sends the DMs it held back, for comments from the last 7 days.
- Instagram refused a button message. On some accounts, Instagram won't deliver a button or a card as the first message to someone who has never messaged you. Waveloop sends plain text instead, but Instagram can refuse that too, which leaves an empty chat.
Ask them to message you
For the last case, one message from them fixes it. Any message works, even a "?". Waveloop then picks up where it stopped, as long as the comment is less than 7 days old and the automation is still Live. They get your DM with the link, or with follow to unlock on, the follow check first.
More on why this happens: Instagram's messaging rules.
Add a line to your public reply, like "Sent. Nothing in your DMs? Message me LINK." Anyone left with an empty chat then knows what to do.
Still missing? Email contact@waveloopai.com with their username, the post link and when they commented.