1. Check whether the comment qualifies
Verify the connected professional account, selected post or Reel and automation status. Saving a draft is separate from activation. A comment outside the media scope does not become eligible because it contains a keyword.
Review the include and exclude rules, matching locale and operator. An exclusion wins over an inclusion. Use preview to reproduce matching without sending a real message.
2. Review the connection and controls
Open Settings to inspect the Instagram connection. If reconnecting is required, follow the connection flow and review the automation status afterward.
Check the visible workspace or account controls and plan limits. Do not change a safety control solely to force a resend; first understand why the action was stopped.
3. Read the delivery outcome carefully
Activity separates matching from delivery. A failed delivery is not the same as an uncertain delivery. UNKNOWN means the system cannot confirm whether the external service accepted the action; it must not be treated as safe to retry.
No public acknowledgement is sent after a failed or uncertain private reply. A missing public reply therefore does not prove that the original comment was ignored. Instagram permissions and delivery restrictions can also affect the result.
4. Gather a safe support request
Include the time range, the workspace-visible case or correlation identifier and a short description of what you expected. Avoid customer message contents unless support provides an appropriate need and channel.
Never send access tokens, session cookies or raw provider payloads. For an incorrect campaign, pause the relevant automation or use the appropriate action control while investigating.