Multi-Agent and Multi-Channel

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

Response:

[
  {
    "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`)

Agencies can create and manage their clients, each with their own leads, channels, and assistants.

Getting Started

Core Concepts

Best Practices

Multi-Agent and Multi-Channel

Overview

Lead Channels

How It Works

Supported Channels

WhatsApp Provider Types

Human Attendants

Agencies

​Overview

​Lead Channels

​How It Works

​Supported Channels

​WhatsApp Provider Types

​Human Attendants

​Agencies

Overview

Lead Channels

How It Works

Supported Channels

WhatsApp Provider Types

Human Attendants

Agencies