What is a Human Agent tag message?

Businesses will have up to 24 hours to respond to a user. Messages sent within the 24 hour window may contain promotional content. The +1 message that allowed businesses to send 1 additional message after the 24 hour window will no longer be available starting March 4th, 2020. 

The Human Agent tag allows human agents to respond to user inquiries within 7 days after a user message. This tag can be used to circumvent the new Facebook policy for issues that cannot be resolved within the standard messaging window (e.g., business is closed for the weekend, issue requires >24 hours to resolve). Automated messages  and content unrelated to the user inquiry are not allowed. (see: https://developers.facebook.com/docs/messenger-platform/send-messages/message-tags)

Your business can apply for the Human Agent tag as follows (apps that were previously approved for beta access to the Human Agent permission do not need to re-apply for access):

  1. Navigate to App dashboard in Facebook Business Manager
  2. App review
  3. Permissions & Features
  4. Human Agent.

You will need to provide a link to a video showing how you will use the tag. We have created a video you can use for this: 

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