Messenger as a channel for tech support

Hi. Any help would be useful here! I am investigating Messenger as a medium
for
our customers to contact our support centre and have their questions
answered. When a customer wants a question answered they would start a
conversation with our Messenger support account. The conversation would
then be routed to one of our available support staff.

Is this possible with Messenger?

Thanks!!

BTW. Have posted this on MSDN forums online so I apologise if you see it
twice!