HUMAN_AGENT tag

Human Agent (reply within 7 days)

ActiveStill available; it was not retired with the 3 Message Tags on April 27, 2026

In short

Human Agent is the HUMAN_AGENT Message Tag. It lets a real human agent reply to a customer on Messenger within 7 days of the customer's message instead of only 24 hours. It is still available under Meta's Messenger Platform policy, but only for customer support issues that can't be resolved within 24 hours. Automated messages and promotions are not allowed, so it cannot be used for broadcasts.

When Human Agent applies

Meta designed Human Agent for human customer support when an issue can't be resolved within 24 hours, for example when the business is closed over the weekend or the issue takes longer to look into.

The 7 days are counted from the customer's message, not from the message the Page sent.

What Human Agent does not allow

Using Message Tags outside their approved use cases can get the Page restricted from messaging. If you send Message Tag messages too frequently, Meta's API may return error code 613, subcode 2018338 as a warning to slow down.

No automated messages
No content unrelated to the customer's issue
No promotions, the same rule as every Message Tag
Not a channel for mass broadcasts

Permissions you need

An app that sends HUMAN_AGENT messages through Meta's API needs the Human Agent permission through App Review and must complete Business Verification.

What sellers who broadcast should do

Use Human Agent only when an admin is personally handling a customer's case, such as answering questions left over from a holiday.
Don't put promotions, coupons or upsells in messages sent with Human Agent.
Don't use Human Agent for broadcasts or automated messages; it risks getting your Page restricted from messaging.
If you need to send order updates to many customers past 24 hours, use Utility message templates instead.

Need to message customers who last wrote more than 24 hours ago? See sending with Facebook-approved templates

FAQ: Human Agent (reply within 7 days)

How many days can Human Agent reply to customers on Messenger?: Within 7 days of the customer's message, according to Meta's Send API and Human Agent documentation. The reply must come from a real human agent handling what the customer contacted you about.
Can I use Human Agent to broadcast to customers past 24 hours?: No. Meta prohibits using Human Agent for automated messages, content unrelated to the customer's issue, and promotions. Misuse can get the Page restricted from messaging.
Was HUMAN_AGENT retired along with the other Message Tags?: No. Since April 27, 2026, Meta has only shut down CONFIRMED_EVENT_UPDATE, POST_PURCHASE_UPDATE and ACCOUNT_UPDATE. HUMAN_AGENT still works.
What do I need to use Human Agent?: An app that sends messages through Meta's API needs the Human Agent permission through App Review and must complete Business Verification.

Sources

Last checked against Meta's documentation on September 14, 2026

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What Human Agent does not allow

No automated messages

No content unrelated to the customer's issue

No promotions, the same rule as every Message Tag

Not a channel for mass broadcasts

What sellers who broadcast should do

Use Human Agent only when an admin is personally handling a customer's case, such as answering questions left over from a holiday.

Don't put promotions, coupons or upsells in messages sent with Human Agent.

Don't use Human Agent for broadcasts or automated messages; it risks getting your Page restricted from messaging.

If you need to send order updates to many customers past 24 hours, use Utility message templates instead.

Need to message customers who last wrote more than 24 hours ago? See sending with Facebook-approved templates

FAQ: Human Agent (reply within 7 days)

How many days can Human Agent reply to customers on Messenger?

Within 7 days of the customer's message, according to Meta's Send API and Human Agent documentation. The reply must come from a real human agent handling what the customer contacted you about.

Can I use Human Agent to broadcast to customers past 24 hours?

No. Meta prohibits using Human Agent for automated messages, content unrelated to the customer's issue, and promotions. Misuse can get the Page restricted from messaging.

Was HUMAN_AGENT retired along with the other Message Tags?

No. Since April 27, 2026, Meta has only shut down CONFIRMED_EVENT_UPDATE, POST_PURCHASE_UPDATE and ACCOUNT_UPDATE. HUMAN_AGENT still works.

What do I need to use Human Agent?

An app that sends messages through Meta's API needs the Human Agent permission through App Review and must complete Business Verification.