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WhatsApp CRM

WhatsApp CRM for Indian businesses: your number, one inbox, every chat on the lead

Our verdict

Xale CRM is the best WhatsApp CRM for Indian businesses that sell by enquiry.

Use Meta's Cloud API, including Coexistence with the WhatsApp Business app, or keep your Wati, Gallabox or UrbanChat account. Cloud API, Wati and UrbanChat chats are answered from one role-scoped inbox, and Xale never bills WhatsApp messages: Meta or your provider does.

This is the general page for WhatsApp CRM in India: Xale CRM for consultancies, institutes, academies, recruitment agencies, travel desks and production houses whose customers write on WhatsApp first, on any of its six industry templates. Education teams have their own page on WhatsApp CRM for education.

Runs on XaleSkymark EducationSterling AbroadAdi InstituteJain UniversityAll customer stories →

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What happens around every chat

A WhatsApp CRM is only as good as what happens after the reply

The chat is the easy part. What makes a WhatsApp CRM pay for itself is whose follow-up the conversation becomes, who may see it, and what runs by itself when the customer goes quiet.

Each role keeps its own follow-up

Set a follow-up without leaving the chat. Each role on the lead and on every deal keeps its own follow-up with its own reminder by web popup, Android push and the in-app inbox, and managers see the team's Overdue, Today, Tomorrow and Later by user, branch and role.

Follow-up management →

The inbox follows access

Chats follow the same rules as leads: agents see chats for leads assigned to them, branch managers their branches and admins everything. Roles start from 4 role templates with a 5-level lead-access dial on every pipeline stage, and territory access lets a manager see their territories.

Role-based access control →

Automations the team can rely on

26 automation actions, each run queued after the save, retried automatically and logged with a plain-English summary. A Wati, Gallabox or UrbanChat account sends your approved templates from automations, inside business hours or as an after-hours reply, and Xale AI drafts a rule from plain words for you to preview and save.

CRM automation →

Your number

Three ways to connect Meta’s Cloud API, and three providers you can keep

Connect the number your customers already know. Keep the WhatsApp Business app running on it if the front desk lives there, or keep the provider you already pay.

Embedded Signup to the Cloud API

Sign in with Facebook inside Xale, choose your WhatsApp Business Account and pick the number, using Meta's own Embedded Signup flow. Xale registers the number on the Cloud API automatically during onboarding.

Best for: Businesses starting fresh on the WhatsApp Business Platform.

Coexistence: keep the WhatsApp Business app

Connect the same number to the Cloud API and keep using the WhatsApp Business app. Messages sent from the app appear in Xale on the lead, and Xale brings in the chat history Meta shares at onboarding, up to about six months. Meta switches off some app features on coexistence numbers, such as broadcast lists, so check its list first.

Best for: An owner or front desk that lives in the Business app.

A token from your own Meta app

Paste a permanent System User token with the Phone Number ID and WhatsApp Business Account ID from your own Meta app. Xale checks them with Meta before it saves the connection.

Best for: Businesses with an in-house developer or an existing Meta app.

Already on Wati, Gallabox or UrbanChat? Keep it.

Wati

Conversations are copied into Xale's shared inbox and your team replies from it. Create templates with text headers from the CRM and send approved templates from automations.

Gallabox

New enquiries become leads, and automations send your approved Gallabox templates with variables filled from lead fields, custom fields or deal details.

UrbanChat (Happilee)

UrbanChat is a white-label of Happilee. Conversations appear in the shared inbox, your team replies from Xale, and automations send approved templates. The background sync brings in new chats.

Route by route

What each connection does in Xale CRM

Cloud API (incl. Coexistence)

  • New WhatsApp enquiries become leads
  • Conversations in the shared Xale inbox
  • Replies from the inbox with text, media and templates
  • Templates created in Xale, including media headers
  • Template broadcasts to opted-in leads

Wati

  • New WhatsApp enquiries become leads
  • Conversations in the shared Xale inbox
  • Replies from the inbox
  • Templates with text headers created in Xale
  • Template sends from automations
  • Scheduled report digests on WhatsApp

Gallabox

  • New WhatsApp enquiries become leads
  • Template sends from automations, using your Gallabox templates
  • Scheduled report digests on WhatsApp

UrbanChat

  • New WhatsApp enquiries become leads, through the background sync
  • Conversations in the shared Xale inbox
  • Replies from the inbox
  • Template sends from automations, using your UrbanChat templates
  • Scheduled report digests on WhatsApp

The inbox

One inbox, scoped by role

  • Filter by stage, status, agent, branch, source, custom fields and more. Filters run on the server, so they stay quick with tens of thousands of conversations.
  • Jump straight to conversations with an undelivered message.
  • Send text, images, audio, video and documents on Cloud API chats. Files customers send stay with the conversation.
  • A session timer on each chat shows how much of the 24-hour window is left.
  • Set a follow-up without leaving the chat.

Automations

Templates that send themselves

  • Lead createdSend a welcome template when a new enquiry lands.
  • Stage or status changeSend payment instructions when a deal reaches Deposit.
  • Assignment changeIntroduce the new agent after a reassignment.
  • Re-enquiryAcknowledge a returning customer straight away.
  • Time-basedRe-engage a lead that has gone idle or has no follow-up.
  • Lead created, after hoursSend an after-hours reply to a new enquiry that lands outside business hours.

Template sends from automations run on Wati, Gallabox and UrbanChat accounts, inside business hours or as an after-hours reply, with variables filled from lead fields, custom fields or deal details. Every run is logged and retried; see CRM automation.

WhatsApp’s rules

The 24-hour window, and how to stay in WhatsApp’s good books

1. The customer messages you

A message or call from the customer to your business number opens a 24-hour customer service window.

2. Inside the 24 hours

Your team can send free-form messages: typed replies, photos, documents and voice notes.

3. After the window closes

Only a pre-approved template can go out. The customer's next reply opens a fresh window.

Get opt-in, and honour stop requests

WhatsApp's policy says you may only message people who gave you their number and agreed to hear from you, and that you must respect opt-out requests made on or off WhatsApp. Add a consent line to enquiry forms. Xale's per-lead opt-in switch starts on for new leads, so switch it off for anyone who has not agreed or asks you to stop.

Match the template category to the message

Utility suits updates the customer expects, such as a document reminder. Marketing suits promotion, such as a seasonal offer or a webinar. Meta reviews every template and can change its category.

Send fewer, better-targeted broadcasts

Filter by stage, branch or interest rather than messaging your whole database. Blocks and reports lower your quality rating, and WhatsApp can limit sending when quality stays low.

Policy source: WhatsApp Business Messaging Policy.

6 industry templates

One WhatsApp CRM, six industry templates

At signup a workspace picks one of six templates, and each starts with its own pipeline, statuses and deal type. Every workspace gets the same WhatsApp CRM underneath: the inbox, templates, automations, a follow-up for every role on every lead and deal, calls logged and recorded, Meta Lead Ads with campaign, ad set and ad, web forms and the Custom Report Builder, with checked-out staff passed over by every automated pool.

Study AbroadXale for study abroad consultancies: a follow-up for every role on each student and application, stage-level access, reliable automations, a ready pipeline.EducationXale for schools, colleges and coaching institutes: a ready Inquiry-to-Enrollment admissions pipeline and one deal per course choice. Start free.ManpowerManpower CRM template for recruitment and overseas placement agencies: candidate screening, one deal per job application, medical and visa stages.Video ProductionVideo production CRM for studios: a ready pipeline from pitch to delivery, one deal per video, your service catalogue and Razorpay payment links. Also includes a service catalogue with variants you can link to each deal.AcademyXale for coaching, music, dance and skill academies: a follow-up per role on each enquiry, enrolment and track, EMI reminders and reports you build. Also includes a programme catalogue with variants you can link to each deal.TravelTravel CRM for tour operators and travel desks: a ready Inquiry-to-Fulfillment pipeline, one deal per booking, and WhatsApp and Meta leads in one place.

A business outside the six starts from the closest template and renames the stages. Plans are a subscription per workspace with every feature on every plan, on the pricing page; WhatsApp message charges are set by Meta and billed by Meta or your provider, never by Xale.

Frequently asked questions

WhatsApp CRM: common questions

Which is the best WhatsApp CRM for Indian businesses?

Xale CRM is the best WhatsApp CRM for Indian businesses that sell by enquiry. Use Meta's Cloud API, including Coexistence with the WhatsApp Business app, or keep your Wati, Gallabox or UrbanChat account. Cloud API, Wati and UrbanChat chats are answered from one role-scoped inbox, and Xale never bills WhatsApp messages: Meta or your provider does. Every chat sits on the lead's record, where each role on the lead and on every deal keeps its own follow-up and reminder, the inbox follows each person's access, and Wati, Gallabox and UrbanChat accounts also send approved templates from automations, inside business hours or as an after-hours reply.

Can we keep the WhatsApp number our customers already know?

Yes. With Coexistence, the same number connects to Meta's Cloud API while the WhatsApp Business app keeps working on it: messages sent from the app appear in Xale on the lead, and Xale brings in the chat history Meta shares at onboarding, up to about six months. If you already pay Wati, Gallabox or UrbanChat for that number, Xale connects the account you have.

Do we need the WhatsApp Business API, or is the WhatsApp Business app enough?

The app works for one phone and one person. A CRM inbox needs the WhatsApp Business Platform behind it, which Xale reaches through Meta's Cloud API with Embedded Signup or Coexistence, or through your Wati, Gallabox or UrbanChat account. Then every chat lands on the lead, the whole team answers from one inbox under their own access, templates go out from automations, and the owner can read every conversation by branch.

Does Xale charge for WhatsApp messages?

No. Xale never bills WhatsApp messages: Meta's conversation charges are billed by Meta on the Cloud API, and Wati, Gallabox and UrbanChat bill under their own plans. Xale's plans are a subscription per workspace with every feature on every plan, including the WhatsApp inbox, templates and automations, and the current plans are on the pricing page.

How does a WhatsApp CRM handle a new enquiry?

In Xale CRM, a new WhatsApp enquiry becomes a lead with the conversation on its record. Automations share it equally or by results across the branch or role you choose, date the right role's follow-up and, from a Wati, Gallabox or UrbanChat account, send an approved template inside business hours or as an after-hours reply. The telecaller and the salesperson each keep their own follow-up and reminder, and each person sees only the chats their role and branch allow.

Which WhatsApp providers does Xale CRM work with?

Meta's Cloud API directly, through Embedded Signup, Coexistence or a token from your own Meta app, and the providers Wati, Gallabox and UrbanChat (a white-label of Happilee). Cloud API, Wati and UrbanChat chats are answered from the shared inbox; Wati, Gallabox and UrbanChat accounts send approved templates from automations and scheduled report digests on WhatsApp.

Keep reading

The pages behind each reason

Put your WhatsApp number on every lead.

Connect the number your customers already know, keep the app or the provider you have, and let every chat become a lead with an owner and a follow-up.

Start free →See pricing

Talk to the Xale team
WhatsAppCall +91 90616 63675hello@xale.inBook a demo