Someone comments on your Facebook Page post and your automation runs, but the DM never reaches them. In your Zorcha dashboard, a red banner says Facebook lets only your Page's default app start Messenger DMs, and another app is the default right now.
Why this happens
Facebook lets only one app start new Messenger conversations for your Page. Facebook calls it the Default routing app: the app that gets a conversation when no other app is set to receive it. If that app is another tool, such as ManyChat or Inbox in Meta Business Suite, Facebook blocks Zorcha's DM.
A DM sent after a comment always starts a new conversation, so every one of them is blocked until Zorcha is the default.
Make Zorcha the default routing app
Do these steps on a computer, signed in to the Facebook profile that manages your Page.
1. Switch to your Page. Click your profile picture at the top right, then click your Page's name.
2. Click your profile picture again, then Settings & privacy, then Settings.
3. In the left menu, under Audience and visibility, click Page setup.
4. Click Messenger conversation routing. The Messenger screen opens, with a Default routing app card at the top. What you do next depends on what that card shows.
If another app is the default
This is the usual case when you see the banner. The card shows that app's name, for example ManyChat.
5. Click ... next to the app's name, then click Edit.
6. Under App, select Zorcha and click Save.
If you see Set up
No app is the default yet.
5. Click Set up.
6. Click Get started.
7. Facebook warns that conversation routing may be incompatible with your current messaging setup. It shows this because only one app can start new conversations; the section on other tools below explains what that means for you. Click Continue.
8. Under App, select Zorcha and click Continue. Facebook saves the change straight away.
When it's done
The Default routing app card now shows Zorcha.
If your Page belongs to a business portfolio, you can make the same change in Meta Business Suite: open Settings, then Integrations, then Conversation routing, and pick your Page.
If you use ManyChat or another tool
Only one app can start new Messenger conversations for your Page, so you have to pick which tool does it. If Zorcha runs your comment-to-DM automations, make Zorcha the default routing app.
If you no longer use the other tool, disconnect your Page inside that tool too.
Check that it works
From a different Facebook profile, comment on one of your Page posts with your automation's keyword. The DM should arrive in that profile's Messenger.
The banner in Zorcha may stay up for a while after DMs start sending again.
Common questions
Will this affect my Instagram automations? No. This setting only covers your Facebook Page's Messenger conversations. If Instagram DMs stop sending with a similar banner, follow Fix DMs not sending when another app controls your Instagram chats.
Can I use ManyChat and Zorcha together? You can keep both connected to your Page, but only the default routing app can start new Messenger conversations. Make the default the tool that runs your comment-to-DM automations.
I don't see Zorcha in the list. The list shows the apps connected to your Page, plus Inbox in Meta Business Suite. If Zorcha isn't there, connect your Page to Zorcha again and select all the permissions, as described in Connect a Facebook Page to Zorcha. Then open Messenger conversation routing again.
Still not working? Message us from the chat in your Zorcha dashboard.