Honestly, I can see why this would be appealing. Having one agent instead of trying to keep a bunch of separate bots updated sounds like a lot less work. But I think the real test is what happens when things get messy. A customer starts on WhatsApp, switches to email, then ends up with a human agent, if the context follows them properly, that’s a big win. If it doesn’t, then you’re probably just moving the maintenance headache somewhere else.