Platform · Reliability, security & onboarding
The Xale platform: built to run your whole counselling operation
When your leads, calls, WhatsApp chats and fee payments all live in one CRM, that CRM has to keep working at your busiest hour, keep your data to itself and get the numbers right. This page covers Xale platform reliability and security in plain words: how the system is built, how your workspace is kept apart from everyone else's, how your data is backed up and exported, what gets logged, and how we onboard and support your team.
Updated September 2026 · By the Xale team
The platform in numbers
The platform, measured
Consultancies run their daily work on Xale: counsellors' calls sync to leads, WhatsApp conversations run through the shared inbox, and new enquiries arrive from ads, forms and walk-ins. These are monthly totals across workspaces, plus the size of our largest single workspace, alongside what the product ships with.
- counsellor calls synced to leads in a single month
- 60,000+
- WhatsApp messages handled in a single month
- 25,000+
- new leads captured every month
- 10,000+
- user seats in our largest single workspace
- 150+
Platform figures, September 2026. Anonymised totals across Xale workspaces; demo and test workspaces excluded.
What the product ships with
- 11 report tabs
- 18 dashboard widgets
- 25 automation actions
- 22 background job types with automatic retries
- hourly database backups
- 6 industry templates
- 4 role templates
- a 5-level lead-access dial on every pipeline stage
Counted from the product, September 2026.
Architecture
How the platform is built
A consultancy's busiest hour is predictable: morning calls, a fresh batch of ad leads and a manager exporting last month's numbers, all at once. Xale splits that work across separate parts of the system so each part does one job.
A cluster of API processes
The API that the web CRM and the Android app talk to runs as a cluster of worker processes, not one server process. Requests are shared across them, so one heavy request does not hold up everyone else's clicks.
A separate tier for background jobs
Lead syncs, bulk stage and field updates, automations and workspace snapshots run on their own background-job tier. There are 22 job types, and a job that fails is retried automatically with exponential backoff, so a brief hiccup at a provider gets another attempt.
Live updates over authenticated WebSockets
Changes are pushed to open screens over WebSockets, and each connection is authenticated before it receives anything. A shared message layer keeps the whole cluster in step, so new leads, assignments and re-enquiry alerts reach a counsellor whichever server process they are connected to.
Caching by visibility scope
Report results are cached per visibility scope: people who can see exactly the same leads share cached figures, and closed past periods are cached for 24 hours. Report numbers are near real-time, not live to the second.
The result: a large bulk update, a lead sync or a workspace snapshot runs in the background, so it does not tie up the processes answering your team's clicks.
Workspace isolation
Your workspace is kept to itself
Xale is a multi-tenant CRM: many organisations use the same platform, each in its own workspace. Workspace isolation is built into the data-access layer. Every standard read and write is automatically stamped or filtered with your workspace ID, and a request that arrives without one is refused rather than guessed at.
The platform has more than 90 automated test suites, including dedicated tests that check one organisation cannot see another's data.
Ownership rules enforced by the database
Inside your workspace, each lead and each deal can have only one active owner per role: one counsellor, one telecaller, one manager. Rules in the database itself enforce this, so an integration or a bulk import cannot give a lead or a deal two active owners in the same role. When ownership changes, the old assignment is revoked, not deleted, so every lead keeps its full ownership history.
Access inside the workspace
Isolation between organisations is only half the job. Within your own workspace, counsellors work the leads assigned to them, branch managers see their branches, and admins see the whole organisation, with a permission dial on every pipeline stage. The guide to roles, branches and stage-level permissions covers it in detail.
Backups & exports
Backups, exports and your data
Your student records are the business. Xale protects them in four separate ways, each for a different job and a different person.
| Protection | How it works | Who uses it |
|---|---|---|
| Hourly full-database backups | Streamed to off-site object storage every hour. Each backup is verified before older copies rotate out, and a failed backup alerts our operations team. | Xale operations team |
| Workspace snapshots | Scheduled exports of your workspace alone: a weekly full snapshot plus daily incremental ones. Admins can list them, run one on demand and download them. | Your admins |
| Excel export of lead lists | Export any filtered lead list to a formatted Excel file with the fields you choose. Report sections export to CSV or XLSX. | Roles you allow to export |
| Trash | Deleted leads go to Trash first and can be restored in one click. Moving a lead to Trash permanently removes its documents, folders and internal chat, so a restored lead comes back without them. Deleting from Trash is a separate, deliberate step. | Roles you allow to delete |
The hourly backup protects the platform as a whole. The workspace snapshots and Excel exports are yours: they let you keep your own copy of your data on your own schedule.
Audit trail
Who did what, and when
The lead and deal timeline
Every change to a lead or deal is logged on its activity timeline with who made it and when, from stage and status moves to reassignments. When a manager corrects who made a call, that change is logged on the timeline too, and reassigned leads keep a record of every earlier owner.
The admin system log
A separate log for admins records sign-ins and destructive actions, such as deleting leads or disconnecting an integration, with the user, IP address and device. If a lead list vanishes, you can see who deleted it and from where.
Security
Security basics, stated precisely
Security pages are easy to pad. This table lists what Xale actually does, in the words we can stand behind.
| Area | What Xale does |
|---|---|
| Integration secrets | Connected ad-platform app secrets and mailbox tokens are stored encrypted with AES-256-GCM. |
| Passwords | Stored as bcrypt hashes, never in plain text. |
| Files and documents | Documents uploaded from the web CRM go straight to object storage through upload links that expire after five minutes. Stored files then open from a direct link, so share file links with care. |
| Payment webhooks | Razorpay payment webhooks are signature-verified and processed exactly once, so a retry from the gateway never records a payment twice. |
| Website forms | Form submissions reach Xale through a webhook protected by an API key. |
| Reports and exports | Scoped by role. An export or a scheduled report email never shows more than the person can see in the app. |
| Phone numbers and sensitive fields | Phone numbers can be masked on list views, and a whole custom field can be hidden from a role. |
| Call capture on Android | Off until an admin allows it for a role. Admin accounts are never recorded, only call-recorder folders are read, and recordings made before setup are never uploaded. |
Accuracy engineering
Numbers you can check
A report nobody trusts is worse than no report, because people stop acting on it. Xale's reports are built around a few rules that let a manager check any figure.
Every number opens its own list
Click a figure in a report and you get the exact leads behind it. The drill runs on the same filter as the leads page, so the count and the list match.
One definition per metric
A conversion means the same thing on the KPI strip, the funnel, the source table and the team leaderboard. A written accuracy spec with invariants backs this.
India calendar days
Today, This month, Overdue and every date filter follow Indian Standard Time midnight, so a follow-up due at 1 a.m. lands on the right day instead of the day before, as it would on a UTC clock.
Honest intake counts
Leads in the first pipeline stage are counted by the date they arrived, never inflated by later stage moves.
Reliability flags
When the data cannot support a number, the report says so. A query too heavy to run returns “unavailable” instead of an export that looks plausible but is empty.
Real period comparisons
Compare-to-previous uses the previous period's actual data, not an estimate.
See how Xale's reports and drill-downs work for the full list of report tabs.
Onboarding
How we onboard and support your workspace
Moving a counselling team onto a new CRM means changing how dozens of people work every day. This is the path a new workspace takes, from signup to steady use.
- 1
Sign up and pick your industry template
Register, confirm your email and choose one of six industry templates: Study Abroad, Education, Manpower, Video Production, Academy or Travel. Xale builds the workspace for you: default roles (for study abroad, Super Admin, Admin, Manager, Counsellor and Telecaller), a pipeline with stages, statuses and sub-statuses, lead sources, a main branch, dashboard widgets and email templates. The study-abroad pipeline runs Inquiry, Qualify, Application, Deposit, Visa and Enrolled.
- 2
Map your pipeline, roles, branches and fields with us
The template is a starting point, not a verdict. We work through it with you: rename or add stages and statuses, set up branches, give each role its level on each stage, add custom fields such as test scores or intake, and decide what must be in place before a lead can move. Stage requirements can ask for documents, fields, a move note or a scheduled follow-up, and each one can block the move or simply inform.
- 3
Connect your channels
WhatsApp through Meta's Cloud API with Embedded Signup, WhatsApp Coexistence so the same number keeps working in the WhatsApp Business app, or your existing Wati, Gallabox or UrbanChat account. Meta Pages, whose lead forms sync every 15 minutes with campaign and form attribution, and ad accounts for daily spend. TeleCMI for cloud telephony, your own Gmail for sending, Razorpay for payment links, and website forms through a no-code field mapping.
- 4
Import your leads and your university and course list
Bring leads in from Excel or CSV with column mapping, 1,000 rows per batch by default, and duplicate phone numbers flagged in a preview before anything is written. Rows that fail come back as a file you can fix and re-upload. Import your universities and courses in bulk too, and the Course Finder works on your own list from day one.
- 5
Set up counsellors' Android phones
Counsellors install the Xale Android app, which syncs their calls from the phone's call log to the right lead, and recordings from the phone's own dialer attach to the call; iPhone users record through TeleCMI cloud telephony. Then check the Devices page: it shows which phones are recording and, in plain language, why any phone is not.
- 6
Train your admins and counsellors
Training is done by our team, not left to an in-app tour: admins cover roles, automations and reports, and counsellors cover the lead drawer, follow-ups, the WhatsApp inbox and the Dialer.
- 7
Go live, then keep getting help
After launch, a Usage & Limits page shows your seats, leads, storage and automations. New Android builds reach every phone through an in-app update prompt, which can be optional or mandatory, and workspace snapshots keep running on their schedule. For anything else, write to hello@xale.in.
Your own domain and branding
Run the CRM on your own subdomain, such as crm.yourconsultancy.com. Settings guides you through DNS verification, the SSL certificate is set up automatically, and the login page shows your company name and logo.
What to expect
- Your template works on day one. Most of the set-up time goes on decisions only your team can make: which stages you run, who owns what, and what a lead needs before it moves.
- Your industry is chosen at signup. Changing it later is a job our team runs for you, not a settings switch.
- Universities and courses are not pre-loaded. You import your own list, which keeps the Course Finder limited to institutions you actually work with.
- Meta Lead Ads leads arrive on a 15-minute sync, not the second a form is submitted.
- The Android app installs as an APK with in-app updates. Native call recording uses the Android phone's own recorder; iPhone users record through TeleCMI cloud telephony.
- Automations send WhatsApp templates through Wati, Gallabox or UrbanChat. Sending them through the Cloud API from automations is not available yet.
Frequently asked questions
Questions about the Xale platform
Where is Xale's data hosted?
Xale runs on cloud infrastructure: application servers, a database and file storage, with hourly database backups streamed to off-site object storage. If your organisation needs the hosting location in writing, for a client contract or an internal policy, ask us at hello@xale.in before you commit.
Does Xale back up our data automatically?
Yes. The whole database is backed up every hour to off-site object storage. Each backup is verified before older copies rotate out, and a failed backup alerts our operations team. Separately, your workspace gets scheduled snapshot exports, weekly full and daily incremental, which your admins can download.
Can we export all our data?
Your records, yes. Admins can download your workspace snapshots, which cover your workspace alone and include leads, deals, notes, WhatsApp chats, call logs and activity history as data files. Uploaded documents and call recordings are stored as files and are not bundled into snapshots. Anyone you give export rights can export a filtered lead list to a formatted Excel file with the fields they choose, and report sections export to CSV or XLSX.
What happens to our data if we stop using Xale?
Before you leave, an admin can download the latest workspace snapshot, and your team can export lead lists to Excel, so you keep your records. Tell us at hello@xale.in when you plan to stop, and we will help you take your exports before you go.
Can other workspaces or Xale's team see our data?
Workspaces are kept apart by design. Xale's data-access layer stamps or filters every standard read and write with your workspace ID and refuses a request that has none. Inside your workspace, what each person sees follows their role, branch and stage permissions, and reports and exports follow the same scope. Xale's own team operates the platform and its backups, and helps inside your workspace when you ask for onboarding or support.
What happens when someone deletes a lead?
The lead goes to Trash first and can be restored in one click, but moving it to Trash permanently removes its documents, folders and internal chat, so those don't come back. The deletion is also recorded in the admin system log with the user, IP address and device, so you can see who did it.
How is a new consultancy onboarded?
You sign up and pick an industry template, and Xale builds the workspace with roles, a pipeline, lead sources, a main branch, dashboards and email templates. We then help you map your pipeline, roles, branches, custom fields and stage requirements, connect your channels, import your leads and courses, set up counsellors' Android phones, and train your admins and counsellors before you go live.
Can you migrate us from spreadsheets or another CRM?
Yes, through bulk import. Export your data from spreadsheets or your current CRM to Excel or CSV, map the columns, and import 1,000 rows per batch by default. Duplicate phone numbers are flagged in a preview before anything is written, and failed rows come back as a file you can fix. Universities and courses have their own bulk import.
Do counsellors need the Play Store to install the Android app?
No. The Xale Android app installs as an APK, and new versions arrive through an in-app update prompt. Call logs sync from counsellors' Android phones, and the phone's own recordings attach too. Counsellors on iPhone make and take calls on a TeleCMI business number, which records them in the cloud and files them on the lead.
Can we run Xale on our own domain?
Yes. You can run the CRM on your own subdomain. Xale guides you through DNS verification, sets up the SSL certificate automatically, and shows your company name and logo on the login page.
Related
Keep reading
- Xale factsWhat Xale does and doesn’t do, integrations and how pricing works, on one page.
- Roles, branches and stage-level permissionsWho sees which lead, stage by stage and branch by branch.
- Reports where every number opens its leadsRole-scoped reports, drill-downs and scheduled report emails.
- Call logs and recordings from Android phonesCompanion-mode recording, the Devices page and TeleCMI.
- A shared WhatsApp inbox for your counsellorsCloud API, Coexistence, or your Wati, Gallabox or UrbanChat account.
- Study abroad CRM softwareThe ready pipeline, one deal per application, deadlines.
- How to choose a study abroad CRMThe questions to ask any vendor before you commit.
Start with a workspace built for your industry.
Pick your template, bring your leads in, and we will help you set up the pipeline, roles and channels your team already works with.