Apps with instagram_manage_message permission must have an escalation path to a human agent. Experiences can either start by directly interacting with a human agent or can start from an automation to qualify intent but must have a way for users to chat with a human agent as needed.
Ensure to implement one of the following human agent escalation paths:
With the custom inbox only solution (no automation) the users would be interacting with the human (live) agent directly rather than initiating the conversation with a keyword/intent. If your app uses this path to escalate to human agent then ensure it has the ability to:
If the app has an automated experience then the app should be able to escalate to human agents either by having a fallback intent/keyword or quick replies when a certain scenario/flow is met.
As soon as the the scenario/flow is met the escalation to human agent can be done in the following ways: