Apps For Your Own Business
If your app is an automated experience or a custom inbox solution that can only process messages sent to your own Instagram Professional account, follow these guidelines when completing App Review. If your app will be used to process messages on behalf of other businesses, follow this guide instead.
If you are unfamiliar with App Review, refer to our App Review for Instagram Messaging Apps document before proceeding.
Screen Recording
Create a screen recording showing us how to test your app. You will upload this video in later steps and our reviewers will refer to it when testing your app.
Show the following:
- How to initiate a conversation with your app
- How your app processes a message
- How your app processes quick replies, ice breakers, or generic templates, if you have implemented them
- How your app processes rich media
- How your app processes Story Mentions
- How your app processes messages that have been unsent by the sender
- How to escalate a conversation to a human agent and receive a response
Make sure that the app you are recording is the same app that you are submitting for review, otherwise your submission will be rejected.
Verification Details
Providing verification details is optional. If you do want to provide this information, use the guidance below.
Platform Settings
Set the platform to Website (click the Add Platform button if you haven't set a platform yet) and use your business's website URL.
Credentials
Leave this section blank.
instagram_manage_messages
Description
- Tell us if your app is an automated experience, a custom inbox solution, or both.
- Tell us how to initiate a conversation with your app.
- If your app is an automated experience, provide a set of commands we can test. Include commands that can trigger quick replies, ice breakers, or generic templates, if you have implemented them.
- Tell us how to escalate a conversation to a human agent.
Instagram account
Enter your Instagram profile handle.
Primary Experience
Choose an option that best describes what we can build using your app.
- Automated — Choose this option if we can use your app to build an automated experience that automatically processes messages in real-time.
- Live Agent — Choose this option if we can only use your app to build a custom inbox solution that agents can use to manually process (read, reply, delete, etc.) direct messages.
Screen Recording
Upload the screen recording you recorded earlier.
Human Agent
This feature is optional. Only request this feature if you have a custom inbox solution to process human agent escalations and your agents need up to 7 days to respond to escalations using message tags.
Description
Explain why it can take someone up to 7 days to reply to a direct message instead of 24 hours.
Screen Recording
If you are requesting this feature along with the instagram_manages_messages permission in the same App Review submission, upload the screen recording you recorded earlier. Otherwise, capture a new screen recording that shows a human agent responding to a message.