Human Agent Permission Rejected: How to Get It Approved
Why Meta rejects the Human Agent feature for Messenger and Instagram, what the 7-day HUMAN_AGENT tag actually allows, and how to show a use case reviewers accept.
The Human Agent feature lets a real person reply to a Messenger or Instagram conversation for up to 7 days after the customer’s last message, using the HUMAN_AGENT message tag. Outside that tag, you only have the standard 24-hour window.
It’s one of the most rejected features in App Review, and almost always for the same reason: the reviewer never sees a human.
Why Human Agent gets rejected
- The screencast shows a bot replying. If your product is an AI assistant, the reviewer assumes the tag will be used for automated messages, which the policy forbids.
- The 24-hour window is never passed. A reply sent within 24 hours doesn’t need the tag, so the video proves nothing.
- The notes describe promotions or follow-ups. The tag is for support that a human couldn’t finish in 24 hours, not for re-engagement or sales messages.
- Messaging permissions aren’t approved yet. Human Agent depends on
pages_messagingor the Instagram messaging permissions being approved too.
What the screencast must show
- A conversation where the customer’s last message is more than 24 hours old. Show the timestamp.
- A human agent opening it in your inbox. Show the agent’s name or seat in your UI.
- The agent typing the reply. Real typing, not a canned button.
- The reply arriving in Messenger or Instagram on the customer’s side.
Caption the moment the 24-hour window has passed and the moment the HUMAN_AGENT tag is applied.
What to write in the notes
Explain who your agents are (support staff at the businesses using your app), why some issues take longer than 24 hours (refunds, shipping, appointments), and that automated messages never use the tag. Confirm you’ll only send the tag from a human-initiated action in your inbox.
If you’re an AI product
You can still get approved. Your inbox needs a clear handover to a human, and the video has to show that human. Bots answer within 24 hours, and humans use the tag after that.
I’ve taken Human Agent from rejected to approved several times. See the approval screenshots or send me your rejection.