How GrowLearn turned WhatsApp enquiries into a counselling pipeline on Xale CRM

The team

GrowLearn is an education counselling team that helps students choose a course and an institution and guides them through admission. Most enquiries arrive on WhatsApp, and new counsellors were joining faster than anyone could keep track of who owned which student by hand.

The team already ran its business number through Gallabox and was happy with it. They did not want to move their number, rebuild their approved templates or learn a new messaging tool to get a CRM. What they needed was everything around the conversation: who owns a student, which stage they have reached, when the next call is due, and whether the team as a whole is keeping up.

What they needed

• Keep Gallabox. No change of WhatsApp provider, number or templates.
• Stop copying numbers. Every new WhatsApp enquiry had to land in the CRM as a lead without a counsellor retyping it.
• Clear lanes for counsellors. Each counsellor works their own students, with a branch-wide view at one stage.
• The day at a glance for managers. Who has follow-ups overdue, who is on top of today, and how each counsellor is doing.
• One go-live for the whole team, not a few early adopters while everyone else stayed on old habits.

WhatsApp, connected rather than replaced

We connected GrowLearn's Gallabox account from Xale's integration settings. From then on, a new WhatsApp enquiry to their number creates a lead in Xale marked with the Gallabox source, and a catch-up sync regularly checks recent conversations for any enquiry the live connection missed. Automations send the team's approved templates through Gallabox when a lead arrives or reaches a stage, with the student's own details filled in, so routine messages go out without anyone retyping them.

Lanes for counsellors

We built the Counsellor role in Xale's role wizard, where access is set stage by stage. On most stages a counsellor sees and works only the students assigned to them. On one stage, the point where the team wanted everyone to have the full picture, counsellors see every student in their branch. Each student has one active owner per role, and reassignments keep the full ownership history.

Follow-ups and performance, by person

Each role on a student keeps its own follow-up, so one person's callback date never overwrites another's, and due follow-ups reach the person who holds them. On the dashboard, the follow-ups-by-user view shows each counsellor's Overdue, Today and Later, and the user performance and ranking views follow every lead a counsellor was given through to its outcome. Team leads use them to spot who is falling behind and rebalance work early, and every number opens the students behind it.

We set up users, roles and branches and connected Gallabox first, then walked the whole team through the workspace together, so every counsellor started on the same day under the same rules.