The Human Agent feature enables businesses to respond to user messages outside the standard 24-hour messaging window. When a human agent applies the human_agent message tag, they can reply to users' messages within 7 days of the last user message.
This feature is particularly useful in scenarios where issues need more time for resolution. Common use cases include:
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When the business is closed (e.g., weekends or holidays)
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Complex customer inquiries requiring more than 24 hours to resolve
While HUMAN_AGENT permission is already enabled for our cloud instance, self-hosted installations must undergo and pass the App Review process to access this feature.
Please read more about this here.