I want to avoid the scenario where a “omnichannel” widget is launched with referral links to external platforms like Messenger, WhatsApp, and Email. While such links may be beneficial in certain situations, they pose a risk of diverting users away from websites. The essence of chat widgets is to seamlessly complement the website experience. Just as we employ click-to-message ads to keep users within the same social environment, it's crucial for chat widgets to fulfill a similar role. Users visit websites with specific intentions, and our goal is to retain them. A native chat widget achieves this objective, whereas a widget with external ref links might lead users astray and will have an increased barrier to entry.
An omnichannel widget is very different from a native chat widget, having both options would be great so people can decide what works best for them. However, I hope a native chat widget is the priority. And I really hope the omnichannel widget is not regarded as a substitute for the native chat widget.
