Instagram, Facebook and Messenger
Messages versus comments
Worth being clear about, because they behave differently.
Messenger and Instagram DM are private conversations, and work much like email: a thread with one customer, with Messages require approval available if you want to review replies first.
Facebook comments and Instagram comments are public. They arrive as conversations too, but they're visible to everyone, and their volume is driven by whatever you've posted.
The 1000-character limit
Replies on all four Meta channels are capped at 1000 characters. Email and chat have no cap.
A reply that's fine on email may be too long here. If a Meta reply won't send, length is worth checking early — particularly if you've pasted in a macro written for email.
Instagram needs a setting on your phone
This one blocks people regularly, and it can only be done in the Instagram mobile app:
Settings → Messages and story replies → Message requests → enable Allow access to messages.
Without it, Instagram won't pass messages to connected applications and nothing reaches Mimir, however correctly everything else is configured.
Comments flagged as ads or spam
Promotional comments are filtered automatically, and this occasionally catches real customer questions — especially during campaigns, giveaways and live shopping, when genuine comments look promotional.
If comments are missing, check the Spam view, and the Ads view if your account has it. Marking them correctly improves what happens next time.
High-volume moments
Campaigns, competitions and live shopping produce far more comments than a normal day, most of them not support questions at all.
A few things that help:
Tag the campaign so you can filter the noise into its own view.
Use rules to auto-close or auto-tag the obvious patterns — entries with a fixed phrase, tagging friends.
Decide in advance what gets a reply. Not every comment needs one, and trying to answer all of them is how the genuine questions get buried.
Confirmation messages
Messenger and Instagram DM support Send confirmation message, acknowledging a new conversation automatically. Facebook and Instagram comments don't — a public auto-reply on every comment isn't usually wanted.
When a channel stops working
Check the integration. Settings → Integrations — Meta authorisations expire, and permissions change when Meta updates its platform. Use Reconnect on the integration card.
Check the page is still selected. Each channel is tied to a specific Facebook Page or Instagram account, on the channel's settings page.
Check the Instagram setting above if it's an Instagram channel.
Check the account types. Meta requires a Facebook Business account, and for Instagram the account must be a business account linked to the Facebook page.
If replies fail rather than messages not arriving, check the character limit before anything else.