If people are commenting your keyword but not getting your automated DM, check these in order.
On Instagram and Facebook
Test from a different account. The automation doesn't trigger when the keyword is commented from the same account that posted the video, so testing from your own account makes it look broken. Use a second account or a friend's.
Check Message Requests. If the commenter doesn't follow your account, the DM may go to their Message Requests folder instead of their main inbox. If they've blocked DMs from accounts they don't follow, they'll need to follow you and comment the keyword again.
Reconnect your accounts. Go to your Accounts page, then disconnect and reconnect Instagram and Facebook. A private or incognito browser window helps avoid conflicts from saved Facebook and Instagram logins.
On Instagram
Turn on message access. Go to Settings, then Messages and Story Replies, then Message Requests, and make sure Allow Access to Messages is on. Here's a quick walkthrough.
On Facebook
Turn on messaging for your Page. If messaging is turned off in your Facebook Page settings, Facebook won't let your Page send DMs, so your automated DMs can't go out.
On the Facebook app
Switch to your Page.
Tap the Menu icon (☰) in the top right.
Tap Settings & Privacy, then Settings.
Scroll to How people find and contact you.
Under Messaging, turn on Allow people to message your Page.
On a computer
Switch to your Page.
Click your Page's profile picture in the top right, then click Settings.
Under Audience & visibility, click How people find and contact you.
Under Messaging, turn on Allow people to message your Page.
Check your Page's Messenger routing. Your Facebook Page has a Messenger setting called Default Routing App. If a different app is set there, it can stop your automated DMs from going out. You can either remove the default routing app or set Scaled Creator as the default.
Switch to your Page on Facebook.
Go to Settings.
Select Page setup.
Select Messenger conversation routing.
Remove the default routing app, or select the Scaled Creator app.
Check your caption includes your keyword. If Product Links on Facebook is on, the default Facebook caption leaves out the "Comment {keyword}" prompt, so viewers won't know to comment your keyword and won't get your links by DM. To add it back, turn on Use Custom Facebook Template and include {keyword}. Keeping {product_link} in the same template keeps your product link in the caption. Here's how to use a caption link and DMs together.
If DMs still aren't going out to multiple viewers, email [email protected] with a link to a post where someone commented your keyword and didn't get the DM.