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How do I change the teammates who show up in the Messenger?

  • June 25, 2020
  • 1 reply
  • 299 views

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How can I make sure that only certain teammates show up in the Messenger at all times? Can I change who shows up here?

Best answer by Eric Fitz

Intercom automatically determines which three teammates show up in the Messenger - it’s not possible to set this manually, or select specific teams/teammates to be shown here.

 

For this, we only show teammates who were the first to reply to a new user conversation in the last week. 

 

  • If only one teammate met this criteria, we will show only one teammate.
  • If more teammates match, we will show them up to a maximum of 3.
  • You cannot select which 3 teammates or narrow it down to a specific team.
  • If no teammates meet the criteria, we have fallback rules to ensure it's never blank.

 

A handy workaround to get a teammate to show up in the messenger is to send a test message as an end user. Just get your teammate to reply first to a message started from your site’s Messenger!

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Eric Fitz
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  • Employee
  • 1630 replies
  • Answer
  • June 25, 2020

Intercom automatically determines which three teammates show up in the Messenger - it’s not possible to set this manually, or select specific teams/teammates to be shown here.

 

For this, we only show teammates who were the first to reply to a new user conversation in the last week. 

 

  • If only one teammate met this criteria, we will show only one teammate.
  • If more teammates match, we will show them up to a maximum of 3.
  • You cannot select which 3 teammates or narrow it down to a specific team.
  • If no teammates meet the criteria, we have fallback rules to ensure it's never blank.

 

A handy workaround to get a teammate to show up in the messenger is to send a test message as an end user. Just get your teammate to reply first to a message started from your site’s Messenger!


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