Can Shopify Inbox replace Facebook Messenger for live customer chat?

[Shawn17]

Currently we use the Facebook Messenger plug-in for live chat. It is very buggy and I believe this is because it is no longer supported in favour Shopify Inbox. 

The reason I like FB Messenger is it allows the customer to message from their FB account (while still being on my site). This way if we can't reply while they are still on our page, at least we can message them after. 

I know Shopify inbox integrates with FB Messenger but that is just so a message sent from Facebook can be received in Shopify Inbox right? It does not allow customers on our website to send a message via FB messenger, correct? 

I understand you can have a form to collect email addresses so you can get back to a customer if you can't reply while on site but I am concerned:
1. My customers tend to prefer IM to email (they elected for live chat rather than sending an email in the first place). 2. The added friction of requiring an email address will lead to drop off. 

Yes, I know in a perfect world we'd respond to all inquiries right away but that's not always possible. 

Appreciate any insight on this.