Hi @albertng  Eden from the support engineer team here.

To confirm, are you referring to the “New conversation” app on the Messenger Home screen? It wouldn’t be possible to add multiple instances of that app there, however you can add audience rules to the app to ensure it only appears for specific users on your site:

If you are looking for an option to triage inbound conversations to specific teams based on rules, an option would be to also set up a Workflow that triggers when a user clicks the button to start a conversation. Setting up a workflow like this will allow you to create paths that users can go down, as well as assignment actions based on the options that users select. You can read more on how to best set that up in this helpful article.