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Meta App Review — Reviewer Instructions (Human Agent permission)

Paste the sections below into the relevant fields of the Meta App Review submission (Verification details / Reviewer instructions / Notes to reviewer). Link this page from the screencast description.

1. App summary

ConnectGain is a multi-channel customer support inbox used by businesses to reply to incoming Facebook Messenger and Instagram Direct Messages from a single web app. All replies are sent by real human support agents who are logged in to ConnectGain.

We are requesting the Human Agent permission so that our support agents can respond to customer messages within Meta's 7-day human-agent window when the standard 24-hour messaging window has already elapsed (e.g. weekend follow-ups, escalations that need a specialist).

We do not use this permission for marketing, broadcasts, automation, or promotional content.

2. Test credentials

Field Value
URL https://dashboard.connectgain.cloud/auth
Email support@appgain.io
Password 1024appgain
Role Owner (full access to Inbox + Channel settings)

A Facebook Page and an Instagram Business account are already connected in this workspace, with test conversations prepared (including one older than 24 hours, pinned to the top of the Inbox and labeled "Reviewer: Human Agent demo"), so reviewers do not need to connect any accounts themselves.

3. Where to find the Login button (for the screencast)

  1. Open https://dashboard.connectgain.cloud — the app automatically redirects unauthenticated users to /auth.
  2. The default panel is the Sign In form:
  3. Email input (id signin-email)
  4. Password input (id signin-password)
  5. Primary button labeled "Sign In" directly under the password field.

Screencast tip: highlight the Sign In button with a circle/arrow for ~2 seconds before clicking, so the reviewer can see exactly where it is.

4. Step-by-step test flow for Facebook / Instagram Login + Messaging

Step A — Sign in

  1. Go to https://dashboard.connectgain.cloud/auth.
  2. Enter the credentials from §2 and click Sign In.
  3. You land on the dashboard at /.

Step B — Verify the connected Facebook + Instagram channels

  1. In the left sidebar, open Settings → Channels.
  2. Confirm the Facebook Messenger and Instagram accounts are listed with a green "Connected" status.
  3. (Optional) Click Reconnect on either channel. The Facebook Login dialog appears and shows the requested permissions, including pages_messaging, instagram_manage_messages, pages_show_list, business_management, and human_agent.

Step C — Reproduce an inbound message (within the 24-hour window)

  1. From any personal Facebook or Instagram account, send a DM to the connected Page / IG Business account.
  2. In ConnectGain, open Inbox in the left sidebar — the new conversation appears in real time (≈2 seconds) under the Facebook or Instagram tab.
  3. Open the conversation, type a reply in the composer at the bottom, and click Send. The reply is delivered via the Meta Graph API and the message status updates to Delivered / Read.

Step D — Demonstrate the Human Agent permission (after the 24-hour window)

  1. In the Inbox, open the conversation pinned at the top labeled "Reviewer: Human Agent demo". The customer's last inbound message in this thread is older than 24 hours but younger than 7 days.
  2. Type any reply in the composer and click Send.
  3. ConnectGain sends the message with messaging_type=MESSAGE_TAG and tag=HUMAN_AGENT (Messenger) or the Instagram HUMAN_AGENT equivalent.
  4. The message is delivered successfully — which is only possible because the Human Agent permission is granted.
  5. Without human_agent, the same send would fail with Meta error #10 / #551 once the 24-hour window has elapsed.

5. Why we need human_agent

  • Every reply is composed and sent by a real human support agent logged into ConnectGain.
  • No automation, no marketing, no promotional content, no broadcasts.
  • Typical use cases:
  • Customer asks a support question on Friday evening; the human agent responds Monday morning.
  • A ticket is escalated to a specialist who answers 2–3 days later.
  • A customer reopens an old thread and the agent needs to follow up beyond the 24-hour window.

6. Sending an inbound test message

Reviewers can trigger Step C / Step D themselves using any personal Facebook or Instagram account by sending a DM to the connected Page / IG Business account visible in Settings → Channels. Messages appear in the ConnectGain Inbox in real time.

7. Screencast checklist

Recommended scenes for the App Review screencast:

  1. Show the Sign In button location at /auth (2-second highlight) → click Sign In.
  2. Settings → Channels → show the connected Facebook + Instagram accounts.
  3. Inbox → an inbound message arriving in real time.
  4. Reply inside the 24-hour window → Delivered.
  5. Open the "Reviewer: Human Agent demo" conversation (>24 h old) → send a reply → Delivered → narrate: "This send uses the human_agent permission, because the customer's last message is older than 24 hours."

8. Contact

  • Technical contact: support@appgain.io
  • Response time: under 24 hours on business days.