They’re just one step away from killing products like Intercom, isn’t it? This is a good thing for businesses, because they will now be able to handle everything under one roof, and they don’t have to pay for another service.
One thing I don’t like about this is the admin part, where the person needs to be on Allo to get their message replies across. Maybe Google has plans to bring this in the future.
On the usability part, I’m worried that the user will get confused with the number of options that are available to contact a business. There’s a call button, there’s a website button, there’s a directions button and now there’s a new messages button, where everything looks similar.
We just have to wait and see how this turns out. Fingers crossed.