Chat Session
Understanding Chat Channels and Chat Sessions in Buda — how context isolation works
Chat Session
Core concepts
| Concept | Description |
|---|---|
| Chat Channel | An integration point — e.g. a WhatsApp account, a Telegram bot, a Discord channel. A Channel is bound to an Agent and handles sending/receiving messages. |
| Chat Session | An independent conversation context. Each user's conversation with an Agent is a separate Session with isolated history. |
Session isolation
One Chat Channel can handle unlimited concurrent Sessions.
Example with a WhatsApp customer service setup:
WhatsApp Channel (Account A)
├── Session: User 1 ← isolated context
├── Session: User 2 ← isolated context
├── Session: User 3 ← isolated context
└── ... (scales to millions)- User 1 and User 2's conversation histories are completely separate
- The Agent replying to User 1 has no memory of what User 2 said
- A user can start a new Session, which begins with a fresh context
Session lifecycle
User sends first message → Session created → Conversation ongoing → Session active
↓
User goes idle → Session dormant
↓
User messages again → Same Session resumed (context preserved)Users can also explicitly start a new Session, at which point the old Session's context does not carry over.
Session boundaries by channel
Different channels define Session boundaries differently:
| Channel | Session boundary |
|---|---|
| WhatsApp DM | One Session per phone number |
| WhatsApp group | One Session per group (all members share context) |
| Telegram DM | One Session per user |
| Telegram group | One Session per group |
| Discord | One Session per channel |
Why this matters for customer service
Session isolation is the foundation of a reliable customer service setup:
- Privacy: User A's order details never appear in User B's conversation
- Accuracy: The Agent only uses the current user's context when replying
- Scale: Millions of concurrent sessions are handled independently without interference
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