A multi-branch CRM with role-based access down to every stage

Role-based access control at a glance

Every access control, from the stage down to the field

Every role starts from one of 4 role templates and gets a 5-level lead-access dial on every pipeline stage. On top of the dial sit branch and territory scope, field and track access, export and call permissions, and admin-only actions, each described in detail further down.

• A 5-level dial on every stage

  Every pipeline stage has a lead-access dial per role (Admin, Manage, Edit, View, Deny), and the server enforces it on every lead list, board, dashboard and report.

• Visibility follows branches

  Admins see everything, managers see their branches’ leads and applications on the stages they manage, and counsellors see the leads assigned to them.

• Territory access

  A role such as a country manager sees every lead and application carrying their countries within their branches, without being assigned to each one.

• Field options per user

  Limit a sensitive field such as Country to certain options for a user, and leads and applications carrying other values stay hidden from them.

• Fields denied to a role

  Deny a field to a role and it disappears from that role’s pickers, cards, filters and exports.

• Access per track

  Each track has its own per-role access, Manage, Own, Edit, View or Deny, enforced on the server: Own members see and work only the students on that track assigned to them, View sees the track, Edit assigns it or changes its step, and Manage sees every student on the track and alone removes it.

• Follow-ups and deadlines by stage

  Follow-ups and deadlines are set to Edit, View or Deny stage by stage. A counsellor manages only their own follow-up on a student, and a manager picks whose follow-up to reschedule. Each role on a track keeps its own follow-up too, independent of the stage.

• Activity timeline

  Show a role the full history of a lead, only the history from when the role got the lead, or none, stage by stage.

• Assignment rules

  Per role: who may assign leads, applications or branch changes to others, who may receive them, and whether peers in the same role can transfer to each other.

• Exports by role and stage

  Exporting leads is a per-role permission that can also be set stage by stage, and staff other than admins never get phone or WhatsApp numbers in an export.

• Phone numbers masked in lists

  A workspace display setting masks lead phone numbers on the list, grid and board for everyone except admins.

• Call recordings off until allowed

  Call recording and call-log access are off for every role until an admin switches them on for that role.

• Modules per role

  Each role sees only the modules switched on for it, and access to reports is checked on the server.

• Admin-only actions

  Archiving leads, bulk moves to Trash and workspace-wide settings such as phone masking are admin-only.

CRM user roles and permissions

Build roles in four steps from a ready starting point

Roles are built in a four-step wizard from one of four role templates: Admin, Manager, Counsellor or Custom. Each template fills in sensible stage and lead permissions as a starting point, and you can change any of it before saving. A new study-abroad workspace already has Super Admin, Admin, Manager, Counsellor and Telecaller roles, so most teams start by editing rather than building from scratch.

1. 1

   Basic details

   Name the role and pick its starting point: Admin, Manager, Counsellor / Sales staff, or Custom (which starts from Counsellor and lets you set everything by hand).

2. 2

   Modules

   Choose which parts of the CRM the role can open, such as leads, reports, automations, WhatsApp and settings. Anything left out disappears from that role's sidebar.

3. 3

   Permission

   Set the role's level on every pipeline stage, then its access to each track (for every stage at once, or stage by stage) and to specific custom fields and their values.

4. 4

   Preview

   Read back everything the role will be able to do before you save it and assign it to people.

Branch-wise lead management

Who sees what across your branches

How it works, in plain words

Behind that table is one rule, applied stage by stage. Admin-level stages show the leads in your branches plus any lead without a branch, so head office catches enquiries nobody has routed. Manage-level stages show everything in your branches. Edit- and view-level stages show only what is assigned to you. Denied stages show nothing, and a role with no stage access sees no leads at all, the safe default for a new role.

Because the rule runs per stage, one person can manage leads at Application and only see their own at Visa. People can belong to several branches, and when someone leaves a branch the membership is revoked rather than deleted, so the record of where they worked is kept.

Hierarchy and ownership

One owner per role, and a history that is never deleted

Every lead and every deal can have one active owner per role: one counsellor, one telecaller, one manager. The database itself enforces this, so an import or an automation cannot leave a student with two counsellors. The same role can repeat across deals, so a student applying to three universities can have a different counsellor on each application.

When ownership changes, the old assignment is revoked, not deleted. The lead keeps a record of everyone who held it, and a workspace setting lets admin-level users see previous assignees on the lead itself, dimmed and labelled.

Conversations follow ownership too. Each lead and application has an internal team thread, and anyone who can open the lead can read and post, so a new owner sees the whole discussion and a previous one loses it unless their role still covers the lead. See internal team chat in the CRM.

Role hierarchy in team filters

Roles are ranked from Super Admin down. When a manager filters the dashboard, reports or follow-ups, Xale offers only their own role and roles ranked below it, and a role can exclude specific roles from those pickers. That keeps the choices tidy, while who can read a lead stays with the stage dial, branches and territories.

Assignment rules per role

Decide, role by role, who may assign leads, applications or branch changes to others, who may receive them, and whether peers in the same role can transfer to each other. When a student is reassigned, the new person takes over that role's follow-up.

CRM for large counselling teams

Departments, team performance and dashboards for each role

Departments

Departments group roles and people the way your organisation chart does, for example admissions, visa and accounts, and they work as a filter on role and user lists. Who sees which lead comes from branches, territories and the stage dial.

Team performance

Reports are scoped the same way the lead list is: counsellors see their own numbers, branch managers their branches, admins everything, and exports never show more than the viewer can see in the app. The reports include each person's follow-ups and activity mix in User Performance, a branch-by-metric matrix in Branch Analytics, and targets against actuals per branch, role or counsellor. See how role-scoped reports and drill-downs work.

Dashboards for each role

Every dashboard widget and report follows the viewer's stage access, branches and territory, on the server. A telecaller's dashboard counts their own follow-ups and calls, a branch manager's counts their branches, and an admin's counts the whole organisation. Build your own reports in the Custom Report Builder, where every figure follows the same access.

Favourite views and saved report views

On the leads list, anyone can save a set of filters as a favourite view (Favorite Views in the app). It gets its own sidebar entry and can be shared with the roles you choose. Relative dates such as “last 7 days” stay relative, and a view someone has edited can be reset to what was saved. On the reports page, any tab's filters can be saved as a report view, shared with the team and scheduled by email or WhatsApp. See favourite views and saved report views.

Role-based follow-ups

Follow-ups that know whose job each one is

In a consultancy, several people work the same student: a telecaller, a counsellor, an application or visa team. With one shared follow-up date, whoever touched it last decides everyone's day. Xale CRM gives each role its own follow-up and reminder, on the student, on every university application and on every track.

• Several roles on every student, every application and every track

  A telecaller, a counsellor and a visa officer can be assigned to one student at once, and each university application carries its own team. Each role keeps exactly one live follow-up, enforced by the database, so one role's date never overwrites another's.

• A reminder for each owner

  When a follow-up falls due, its owner gets a web popup, an Android push and an in-app inbox entry with the student's name, the time and the note. When many fall due together, one reminder names the earliest student and counts the rest.

• Overdue, Today and Later for the whole team

  Managers see their team's follow-ups by user, by branch and by role, with Overdue, Today and Later in each view, and a manager can pick whose follow-up to reschedule.

• Dials on every stage

  Set “Due in N days” on a stage, status or sub-status to date the automatic follow-up, switch follow-ups off where none are needed, and use “Maximum days allowed” to stop staff scheduling too far ahead.

• Automations that date the right role

  “Set / update follow-up” dates a chosen role's follow-up, or every assigned role's, days or hours ahead at a set time of day, with guards such as “only if there is no follow-up yet” and “never push a date back”.

• Access by stage, clean hand-overs

  Each role's follow-up access is Edit, View or Deny, stage by stage. A status can require a scheduled follow-up before a move. When a student is reassigned, the new person takes over that role's follow-up.

• A follow-up on every track: a different pipeline for a different job

  A track such as Loan, Interview preparation or Visa filing runs beside the pipeline as its own workflow with its own steps. It carries its own assignment, one person per role per student and track, given by hand, in bulk, by the “Assign track” automation or automatically to the least-loaded eligible member, and each role on it keeps its own follow-up, independent of the stage, dated by the track's own “Due in N days” dial and reminded by Android push and the in-app inbox. The follow-ups rail switches between Leads and Tracks, a track head sees an Unassigned list, and a hand-over restarts only the handed-over role's follow-up.

How role-based follow-up management works in Xale →