Handling multiple bot sessions in parallel

I’m using bot iOS and Android SDKs

I want to enable a use-case where I’ll have two different CTAs to open the bot.

Both CTAs are for a different use-case
Eg: CTA1: Order tracking, CTA2: Refund policy

The problem I’m facing now is that. While chat1 is done, if I click on CTA2 to start chat2 — all previous messages are visible. I would like to start from scratch her. How can I enable this?

Secondly, If a user is conversing with an agent in chat1 — and then switches to chat2 before the live agent ticket has been closed, What happens to the ticket? Will it auto-close or will the user still be conversing with the agent

Any other common edge-cases to worry about while implementing this use-case