I think the biggest benefit is probably having one source of truth instead of trying to keep a bunch of different bots in sync. But I can also see it getting messy once each channel starts needing its own rules and edge cases. Chat, email, and WhatsApp don’t always need the same kind of response. For me, the real test would be whether the shared agent actually reduces the work for the support team, rather than just making the setup look cleaner on paper.