Overview
Leavo supports multi-channel and multi-agent, allowing the same lead to communicate through different channels (WhatsApp, Telegram, Email) with different AI assistants on each one.
Lead Channels
Each lead can have multiple channel associations. Each association (LeadChannel) tracks:
{
"id": "uuid",
"lead_id": "uuid",
"channel_id": "uuid",
"assistant_id": "uuid",
"channel_name": "WhatsApp Business",
"channel_type": "whatsapp",
"department_id": "uuid",
"assigned_user_id": "uuid",
"is_primary": true,
"message_count": 42,
"last_used_at": "2024-01-15T10:00:00Z"
}
How It Works
Lead "John Smith"
├── WhatsApp Business (Channel 1)
│ └── Assistant A (Sales)
│
├── WhatsApp Support (Channel 2)
│ └── Assistant B (Support)
│
└── Telegram (Channel 3)
└── Assistant C (General)
- Each channel has its own AI assistant
- Each channel can belong to a different department
- Message counts and last usage are tracked per channel
- One channel can be marked as primary (
is_primary)
Supported Channels
| Type | Providers |
|---|
whatsapp | Z-API, Evolution API, Gupshup (Meta) |
telegram | Bot API |
email | SMTP/IMAP |
sms | Various |
WhatsApp Provider Types
| Provider | Type | Description |
|---|
| Z-API | z-api | Unofficial API (Baileys) |
| Evolution API | evolution-api | Unofficial API |
| Gupshup | gupshup | Official Meta API (WhatsApp Business) |
Gupshup (Meta) channels support official templates and are required for sending messages after the 24-hour window.
Human Attendants
When an operator manually sends a message, they are registered as an attendant for that lead on that channel:
GET /backend/leads/{id}/attendants
[
{
"user_id": "uuid",
"user_name": "Maria Santos",
"channel_name": "WhatsApp Business",
"channel_type": "whatsapp",
"assistant_name": "Sales Assistant",
"department_name": "Sales",
"last_message_at": "2024-01-15T10:00:00Z",
"message_count": 15
}
]
Agencies
Leavo supports an organization hierarchy:
| Type | Description |
|---|
Agency (agency) | Main organization that manages multiple clients |
Client (client) | Organization linked to an agency (parent_tenant_id) |
