Thanks to the WhatsApp channel you can interact with users from the web application or from the cell phone. Omnichannel to assign chats to specific agents and convert finished conversations into tickets.
Integrate the business fanpage so that agents can intervene and help users when they comment on their page asking for help or speak on Messenger Facebook. You can set response time limits for tickets.
The web chat or form is a quick way of contact so that users can raise a ticket and get a quick response without having to wait long for an agent.
When receiving an email and having Omnichannel implemented, the difference is that each email is categorized, prioritized and assigned to a specific support agent.