When using Bambuser for social selling on Instagram, you may encounter issues where direct messages (DMs) are not being sent after a customer comment. Below are common reasons for this issue and troubleshooting steps to help resolve it.
1. "Allow Access to Messages" Is Turned Off
Ensure that Instagram has permission to send and receive messages.
- Go to your Instagram settings.
- Navigate to Privacy > Messages.
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Ensure that the Allow Access to Messages option is turned on.
2. Using a "Test Show" in Bambuser
DM functionality is not supported for test shows.
- Ensure that you are using a live, public show instead of a test environment.
3. Streaming to "Close Friends Only"
If you are streaming to close friends only, DMs will not be sent.
- Change the audience setting to Public when starting your Instagram Live.
4. Not Actually Going Live (Using Preview Mode Only)
Preview mode within Instagram does not trigger DM functionality.
- Ensure that you are fully live and broadcasting, not just viewing the Preview screen.
5. Commenting Using the Same Profile as the Page
DMs will not be sent if the comment is made by the same Instagram profile that is hosting the live show.
- Test using a different Instagram account to comment.
6. Incomplete Promo Code in Comments
DMs are triggered when users input the correct and full promo code.
- Verify that customers are entering the exact code, including all required characters. Example: If the code is "CODE AB," typing only "AB" will not trigger the DM.
7. DM Sent but Appears Under "Message Requests"
Sometimes DMs are successfully sent but are categorized as message requests.
- Instruct customers to check their Message Requests folder on Instagram.
- Advise them to monitor their message requests regularly for any communication.