Bot Not Responding

If your Selify AI bot isn’t responding to Instagram messages, work through these checks in order. Most issues are resolved by steps 1-3.

Check Bot Status

The most common cause is the bot being disabled.

1. Go to Settings > Bot Configuration in your Selify dashboard.
2. Confirm the Enable Bot toggle is turned on (green).
3. If the toggle shows “Disabled” or is off, turn it on and wait 30 seconds before testing again.

The bot can be accidentally disabled during settings changes. If you have multiple team members, check with them to confirm no one turned it off intentionally.

Verify Instagram Connection

A disconnected or expired Instagram integration will silently prevent the bot from receiving messages.

1. Go to Settings > Connected Accounts.
2. Check the Instagram connection status. It should show Connected with a green indicator.
3. If it shows Disconnected, Expired, or Error, click Reconnect and go through the OAuth flow again.

Instagram access tokens can expire if you change your Facebook password, revoke app permissions from Facebook Settings, or if Facebook flags unusual activity on your account. Reconnecting refreshes the token.

Check Your Credit Balance

The bot will not respond to messages if your workspace has insufficient credits.

1. Go to Settings > Billing.
2. Check your current credit balance.
3. If your balance is zero or very low, add credits or upgrade your subscription.

Each AI support message costs 500 micro-units ($0.005). If your balance drops below this threshold, the bot stops responding immediately. It will resume automatically once credits are available.

Verify Instagram Message Permissions

Instagram requires specific permissions for the bot to read and respond to messages.

1. Go to your Facebook Business Settings (not Selify — this is on Facebook’s platform).
2. Navigate to Business Settings > Accounts > Instagram Accounts.
3. Select your connected Instagram account.
4. Verify that Manage Messages permission is granted to the Selify AI app.
5. Also check Meta Business Suite > Inbox Settings to confirm that the messaging API is enabled.

If permissions were revoked, reconnect your Instagram account in Selify (Settings > Connected Accounts > Reconnect).

Additional Checks

If the four steps above don’t resolve the issue:

• Test with a different Instagram account — Send a DM from a personal account that has never messaged your business account before. Some issues affect specific conversation threads.
• Check the activity log — Go to Workforce > Chat Support Worker > Activity Log and look for error entries. These often contain specific error messages from Instagram’s API.
• Review webhook status — In Settings > Connected Accounts > Instagram > Advanced, check the webhook delivery status. Failed webhooks mean messages aren’t reaching Selify.
• Instagram outage — Occasionally Instagram’s messaging API experiences outages. Check Meta’s Platform Status for current incidents.

Getting Help

If you’ve worked through all the steps above and the bot still isn’t responding, contact support at [email protected] with:

• Your workspace ID (found in Settings > General)
• The approximate time messages stopped being answered
• Screenshots of your Bot Configuration and Connected Accounts pages