The team
This is the admissions office of a university campus in India. Telecallers make the first call on every enquiry. Counsellors take interested students through programme choice, eligibility and fees. A manager watches the whole funnel for campus leadership.
Enquiries arrive from several directions at once: the campus website's form, spreadsheet-collected form responses, Meta lead ads during admission campaigns, walk-ins and referrals.
What they needed
- One place for every enquiry. Website submissions, spreadsheet rows and Meta leads all had to land as leads without anyone copying them by hand.
- Every form answer on the lead. Students and parents prefer WhatsApp, so the number typed into a form had to reach the lead record along with every other answer.
- Clear ownership. Telecallers call new enquiries, and counsellors own interested students. Each person sees their own work and nothing more.
- Each programme choice tracked on its own. A student may weigh more than one programme, so the stage of each choice, including where its fee stands, had to belong to that choice.
- Reports leadership can trust. Which sources bring enquiries, how far those enquiries get, and which sources bring students who enrol.
How we set up their operations on Xale
The Education pipeline. The workspace was created from Xale's Education template. It has a ready pipeline of Inquiry → Counseling → Eligibility & Assessment → Course Selection → Fee & Payment → Enrollment. Statuses and sub-statuses include contacting attempts, documents pending (marksheets, ID proof, entrance score), seat reserved, partial payment and enrolled. The team renamed a few to match their own language.
Deals per programme. Course Selection and Fee & Payment are deal stages. Each programme a student is seriously considering is tracked as its own deal under the one student record, with its own stage, owner and custom-field values.
The website connector. The campus site posts each submission to Xale's website connector, a webhook protected by an API key, with a no-code field mapper. Starting from the built-in Education mapping template, we matched the form's fields to the lead's name, phone, email and location. We tested the mapping against a sample submission before switching it on.
The spreadsheet feed. Xale has no native Google Sheets connector. Instead, a small script on the response sheet posts each new row to the same protected endpoint, so the sheet follows the website's mapping and rules.
Meta Lead Ads. With the campus's Page and ad account connected, leads from every lead form sync into the pipeline automatically every 15 minutes, with campaign and form attribution. Form questions map to custom fields, including a question asking for the student's WhatsApp number.
Re-enquiries. When an existing student enquires again, it is logged on the original lead, not created as a duplicate, and the lead's assignees get an in-app alert with a jump to the lead.
Custom fields. Selector fields capture current qualification and programme of interest. Both fill from form answers and work as filters in the leads list and reports.
Roles and access. The default Education roles (Super Admin, Admin, Manager, Counsellor, Telecaller) were tuned in the role wizard, with permissions set per pipeline stage. Telecallers work the Inquiry stage, and counsellors see the students assigned to them. Only one person per role can own a lead or deal at a time. Where the team wants it, a lead-created automation hands new enquiries to the least-loaded telecaller.
How the team works day to day
A telecaller starts on the dashboard, with follow-ups split into Overdue, Today and Later by India calendar day. Each call ends with a status update and the next follow-up date. WhatsApp conversations sit in the shared inbox, linked to the lead.
Follow-ups are role-based. Once a counsellor picks up a student, they keep their own follow-up without disturbing the telecaller's. Due follow-ups ring as a web popup, a mobile push and an inbox alert. A stage can require a scheduled follow-up before a student moves on, so nobody leaves a stage without a next step.
When a student settles on a programme, the counsellor moves that deal into Fee & Payment. Its statuses (payment pending, partial or completed) show where the fee stands at a glance. Amounts and receipts stay in the campus's own fee system.
The manager works from Reports. The Source and Stage tabs show where enquiries came from and how far they progressed, including how many programme deals reached Fee & Payment and Enrollment. First-stage leads are counted by arrival date, so stage moves never inflate "new this month". Any number opens the list of students behind it, and each person sees only what their role allows.
Why it matters for teams like theirs
Campus admissions offices take enquiries from more places than a spreadsheet can track, and progress only makes sense when it is tied to a programme and a source. On Xale, every channel feeds one pipeline, every role keeps its own follow-ups, and each programme choice moves on its own deal.
If your team works this way, see what the Education template sets up and how lead management in Xale handles capture and de-duplication. The guides on role-based follow-ups and WhatsApp for education teams cover the daily work. For the manager's view, read about reports and analytics and role-based access for larger teams.