When a customer opens the Messenger and clicks ‘Start conversation’, they’ll see your team profile. Here, we’ll show the teammate or teammates who most recently replied to a conversation:

Here's how we decide which teammates to show:  

If teammates reply within a week

We’ll show the three teammates who have most recently replied to a new in-app conversation in the last week. If only one teammate meets this criteria, we’ll only show one teammate. Likewise, if only two teammates meet this criteria, we’ll only show two teammates.

If no teammates reply in over a week

If no teammate has replied to a conversation in the last week, then we’ll show a single teammate who most recently replied to a new user conversation in the last month.

If no teammates reply in over a month

If no teammate has replied to a conversation in the last month, we’ll show the most recently active teammate in your app, regardless of their conversation activity.

We’ll never leave your team profile empty. We’ll always show at least one teammate. Make sure each of your teammates adds a friendly photo to their profile. If a teammate doesn’t have a photo, we’ll use their initials instead.

How do I make a teammate appear in the team profile?

It’s easy to make a specific teammate appear in the team profile. Just send your company a test message via the Messenger, and have that teammate reply to it.

Note: You can't select which three teammates appear in the team profile, or narrow it down to a specific team. 

What's next?

Once you have your profiles set up, let your customers know how soon they should expect a response by setting your office hours.

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