WhatsApp Customer Service

Upload your product manuals, FAQs, and policy documents to Drive, connect a WhatsApp account, and your Agent becomes a 24/7 customer service bot. Every user gets their own isolated session — no cross-contamination.

How it works

User sends message → WhatsApp → Buda Chat Channel → Agent (read-only knowledge base) → Reply

Each user's conversation with the Agent is an independent Chat Session with isolated context. Even with millions of concurrent users, everyone sees only their own conversation history.

For a full explanation of how Chat Sessions work, see Chat Session.

Why the Agent must be read-only

By default, an Agent has both read and write access to Drive. For customer service, you must restrict it to read-only:

• Your uploaded files are company assets — users shouldn't be able to delete or modify them through chat
• A customer service agent's job is to answer questions, not to operate on files

Configure read-only in two places:

1. agents.md (Agent instructions) — Explicitly tell the Agent: "You are a customer service agent. You may only read files. Never write, modify, or delete anything."
2. Chat Channel tool settings — Disable write tools at the channel level to enforce this at the infrastructure layer.

Both together provide defense in depth.

Setup

You are the customer service assistant for [Brand Name].

Responsibilities:
- Answer user questions about products, orders, and policies using the knowledge base
- Reply in a friendly, concise tone

Restrictions:
- You may only READ files. Never write, modify, or delete any files.
- For questions you cannot answer, direct users to contact human support.

Extending the use case

Once the basic setup is working, you can go further: