Scale Settings is the page where an account owner manages how a workspace runs: the connected channels (WhatsApp, Messenger and Instagram), the integrations with Google, Meta and your store, the advanced settings of the AI assistant, and the language and time zone preferences. You open it from Settings in the sidebar of the Scale dashboard.
This guide covers every option in those sections: what it does, when to use it, and the states you may see next to it. The AI Assistant, Team and Billing sections each have their own guide, linked in the table below.
What is in Scale Settings
| Section | What it controls | Who sees it |
|---|---|---|
| AI Assistant | Your assistant’s personality and how it replies to customers. Covered in the AI settings guide | Account owner |
| Channels | Connecting and disconnecting WhatsApp, Messenger and Instagram | Account owner |
| Team | Your sales agents and how leads are distributed. Team members are unlimited on every plan. Covered in the team guide | Account owner |
| Integrations | Google Sheets, Google Calendar, Meta Ads Conversion Tracking, appointment booking and the online store | Account owner |
| Developer & API | API keys for your own systems. Shown only when API access is enabled for the workspace. Covered in the Scale API integration guide | Account owner |
| Billing & plan | Current plan, usage and message top-ups. Covered in the plans and billing guide | Account owner |
| Preferences | Time zone, reply language, dashboard language and your name in chats | Everyone |
| My account | Your details, password change and your daily numbers | Agents only |
How to manage your channels in Settings
The Channels section shows three cards: WhatsApp, then Messenger, then Instagram. Each card states whether the channel is connected and shows only the buttons that fit that state. The small dot next to Channels in the Settings menu turns on as soon as any of the three channels is connected.
The WhatsApp card
| Item | What it does |
|---|---|
| “Connected & running” with the number and the Active pill | The number is linked to the workspace and the assistant replies to customers through it. |
| Send a test message | Opens a field where you type a WhatsApp number in international format, then press Send. Scale sends a test message to that number and shows the result next to the button. The test message uses one message from your plan and appears in Conversations with that number. |
| Disconnect number | Asks you to confirm, then releases the number from the workspace. Replies on WhatsApp stop until a number is connected again. |
| Conversion tracking (Meta Ads) | A line showing how far the automatic conversion tracking setup got after the number connected: active, setting up, waiting for Meta, or failed. A failed setup never affects the WhatsApp connection itself. |
| Retry setup | Appears only when running the setup again could change the result. It re-runs the tracking setup and leaves the WhatsApp connection untouched. |
| Details | Opens the Meta Ads Conversion Tracking panel. |
| “Number not connected” with Connect WhatsApp | Auto-reply is off. The button opens the official Meta connection window, which verifies your number. |
WhatsApp is connected through the official WhatsApp Business flow from Meta. The full steps are in the guide to connecting WhatsApp Business, and conversion tracking is explained in the Meta Ads conversion tracking guide.
The Messenger and Instagram cards
| Item | What it does |
|---|---|
| Not connected | The channel is not linked. Once connected, the assistant replies there automatically with the same AI and in the same inbox. |
| Continue with Facebook | Starts the Messenger connection: you sign in with Facebook, then choose the Page to connect from the list. |
| Continue with Instagram | Starts the Instagram connection: you authorize your professional account and return to Scale with the channel connected. |
| “Connected & running” with the Active pill | The channel is working, and the name of the connected Page or account is shown. |
| Subscribed to | Confirms that the Page or account is subscribed to receive messages, which is what makes the channel actually work. |
| Verify connection | Checks that the connection is still healthy and shows the result next to the button. |
| Disconnect | Asks you to confirm, then disconnects the channel. The assistant stops replying there. |
| “Setup not finished” on Instagram | The account was authorized but the message subscription did not complete. Use Retry setup to finish it, or Connect again to start over. |
| “Connected the legacy way” note | A channel connected earlier with a pasted token. It keeps working as it is; manual connection is no longer offered for new channels. |
The connection steps and requirements for both channels are in the Messenger and Instagram guide.
How to use the Integrations section
The Integrations section lists the outside tools that work with Scale in one place. Each row shows the integration name, a short description, its state and the button that fits that state.
| Integration | What it does | States and buttons |
|---|---|---|
| Google Sheets | Live-syncs leads and chats to your sheet | Not connected with a Connect button, or Connected with Open sheet and Disconnect |
| Google Calendar | Confirmed meetings land on your calendar automatically | Not connected with a Connect button, or Connected with Open calendar and Disconnect |
| Meta Ads Conversion Tracking | Sends conversion events from WhatsApp, Instagram and Messenger to Meta | Not connected, Connected, or Channel needs attention. Open takes you to its own panel |
| Appointment booking | How the AI handles appointment requests inside chats | Four booking choices, plus Meeting requests, which opens the Follow-ups page |
| Online store | Syncs your catalog so the AI answers with real products and prices | Manage opens the Store page |
Google Sheets and Google Calendar are connected together, through one Google authorization, whichever Connect button you start from. Disconnect removes the whole Google connection after you confirm, so both the sheet sync and the calendar sync stop. The steps are in the guide to connecting Google Sheets and Google Calendar.
If the two Google rows are missing from the list, Google integrations are not enabled on your account yet. They are enabled by the Scale team.
The conversion tracking panel is explained in the Meta Ads conversion tracking guide, and connecting a store and syncing the catalog in the store guide. The Online store row appears only when the Store page is available in the workspace.
Appointment booking options
| Option | How the assistant behaves |
|---|---|
| Never book | Never suggests or books an appointment. |
| Book only when asked | Books only if the customer asks for it. |
| Suggest booking naturally | Suggests a booking when the customer shows interest. This is the recommended option. |
| Always try to book | Pushes for a booking in every conversation. |
What the Advanced settings control
You reach Advanced settings from the card with that name at the bottom of the AI Assistant section. This page is about policy and timing: what the assistant is allowed to do and when it follows up. It applies to every new conversation immediately after saving. The other assistant options are covered in the AI settings guide.
| Option | What it does |
|---|---|
| Booking | Whether your AI may book appointments at all, with the same four choices described under Integrations. |
| Follow-up | Whether and when the assistant follows up on a customer who went silent: Disabled, After 1 hour, After 24 hours, After 3 days, or Weekly. Every automatic follow-up is sent inside the 24-hour messaging window, so the longer options send late in that window rather than days later; see AI settings. |
| Never sell | For businesses not permitted to promote, such as pharmacies, clinics and legal practices. When it is on, the assistant still answers questions, gives prices and availability and takes bookings, but stops recommending and pushing toward a purchase. |
| Custom prompt | Free instructions for power users, layered on top of everything else. Up to 8,000 characters, in Arabic or English. |
| Discard changes | Drops the edits you have not saved. |
| Save advanced settings | Saves the options and applies them to new conversations. |
How to set your preferences
| Option | What it does |
|---|---|
| Business timezone | Used for meetings, working hours and the morning digest. The default detects it automatically from the WhatsApp number, or you pick your country from the list: Egypt, Saudi Arabia, UAE, Kuwait, Qatar, Bahrain, Oman, Jordan, Lebanon, Iraq, Morocco, Algeria, Tunisia, Libya or Sudan. Shown to the account owner only. |
| Default reply language | The language of the first reply to a new customer before their language is known: Auto, Arabic, EN or Mixed. After that the assistant follows the customer when they clearly write in another language. Shown to the account owner only. |
| Language | The dashboard interface language: Arabic or English. The choice is yours alone and does not change the language used with customers. |
| My name in chats | The name shown with your manual replies and notes. It is read-only here because it comes from your account. |
| Notification sounds | Marked Coming soon. Sound control is not available yet, and the chime currently plays for every new message. |
| Morning digest | Marked Coming soon. Control for “While you were away” is not available yet, and it currently shows once each morning. |
The time zone and the reply language are saved the moment you change them, with no Save button, and a short confirmation appears.
How to switch the dashboard language
Open the language option
Go to Settings → Preferences and find the Language row. The same choice is in the menu that opens when you click your avatar at the top of the dashboard.
Choose Arabic or English
Click the language you want. The current one is highlighted.
Wait for the page to reload
The whole dashboard reloads in the new language and in its reading direction. The choice is saved for your own login and does not change the language for other team members.
How notifications work in Scale
The bell icon at the top of the dashboard opens the Notifications list and shows a dot when something is new. View all activity at the bottom of the list opens the full log. Campaign, template and conversion tracking notifications are shown only to people who hold that permission, and plan expiry and low-balance alerts go to the account owner.
When a customer sends a new message, the dashboard plays a short chime and shows a browser notification with the customer’s name and a preview; clicking it opens the conversation. The browser asks for notification permission after your first click inside the dashboard. No popup appears when that same conversation is already open in front of you, and when several messages arrive together you hear three chimes at most.
There is currently no switch inside Scale to turn the chime off. To stop the browser popups, block notifications for the site in the browser’s own settings.
Account options and what is not in Settings
| Option | Where it is | What it does |
|---|---|---|
| Account & plan | Avatar menu at the top of the dashboard | Opens the Billing & plan section. Shown to the account owner. |
| Language AR and EN | Avatar menu at the top of the dashboard | Switches the dashboard language, like the Preferences option. |
| My name in chats | Avatar menu at the top of the dashboard | Shows the name recorded with your replies and notes. |
| Log out | Avatar menu at the top of the dashboard | Ends your dashboard session. |
| Change password | My account section for agents | Opens the password reset page in a new tab. |
| My assigned leads and My pending follow-ups | My account section for agents | Two read-only numbers: the leads assigned to you and your follow-ups that are still open. |
| Delete this workspace | Bottom of the Billing & plan section | Appears only when the account has more than one workspace. It shuts the workspace down and removes it from your list while conversations and invoices are kept, and it is refused while a subscription is active. |
Settings has no button that deletes the whole account and no bulk export of all data. You can export a single conversation from inside that conversation, as described in the inbox guide, and a business that wants its full data in one place connects Google Sheets, where every lead is written to a row.
To delete the account or restore a deleted workspace, contact Scale support.
Frequently asked questions about Scale Settings
Why can I not see Channels, Team or Billing in Settings?
You are signed in with the Agent role. Those sections are managed by the account owner only, and an agent sees My account and Preferences.
Can I connect more than one WhatsApp number to the same workspace?
Yes, up to two by default. Add the second number in Settings → Channels with Add WhatsApp Number. A number cannot be linked to two workspaces at the same time; to connect more than two, contact the Scale team to raise the limit.
What happens when I disconnect a channel in Scale Settings?
The assistant stops replying on that channel until you connect it again. Earlier conversations stay in the inbox.
Why are Google Sheets and Google Calendar missing from Integrations?
The two Google rows appear only when Google integrations are enabled on your account. The Scale team enables them, so contact support to ask for it.
Can I turn off the new-message sound?
Not from inside Scale yet. The Notification sounds option in Preferences is marked Coming soon, and the chime plays for every new message.
Can I change the name shown with my replies?
Not from Preferences. My name in chats comes from your account in the workspace and is shown read-only.
Does changing the dashboard language change the language the assistant uses with customers?
No. The Language option changes only your own dashboard interface. The language used with customers is set by Default reply language and by the customer’s own language.