Hey @user1934​ Racheal from the support engineer team here 👋

Here, 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 that it's never blank.

A workaround to get a teammate to show up in the Messenger, send a test message as an end user and have that teammate be the first to reply to message.

https://www.intercom.com/help/en/articles/1265583-how-do-teammates-appear-in-the-messenger-s-team-profile/p>