Team management in Scale lets the account owner add sales agents, give each one a separate login, and have new customer conversations shared between them automatically. Each agent sees only the leads assigned to them, while the owner sees every conversation. You add people and set their permissions in Settings → Team, and you follow live workload and performance on the Team screen in the main menu.
Where team management lives in Scale
| Screen | Where to find it | What you do there |
|---|---|---|
| Settings → Team | Settings in the main menu, then Team | Add sales agents, set their switches and permissions, distribute leads in bulk, remove an agent |
| Team | Team in the main menu | See who is waiting for a reply, who can take new work and how the period went, and open any member to set availability, working hours, leave and handover |
How to add a sales agent and how they sign in
Open Settings → Team
The card starts with your own row, marked Owner, followed by the add form.
Enter the agent’s details
Type the Agent name and the Agent email. The round camera button adds a Profile photo (optional); the image must be under 2 MB. With no photo, Scale shows an avatar made from the agent’s initials.
Click + Add agent
Scale creates a login for the agent and shows a banner with the email and a generated password. A new agent starts with Active, AI replies to their leads and In rotation switched on, and the Campaigns permission switched off.
Send the login details to the agent
Copy the email and password from the banner and send them to the agent. The agent signs in from the normal Scale login page with that email and password, and can change the password later in Settings → My account → Change password.
How many sales agents a workspace can have
Team members are unlimited on every Scale plan and never affect the price. As a security safeguard, each new workspace opens with 3 seats, and the Scale team adds more for you on request. The counter under the add form shows the seats in use, for example Sales agents: 2 of 3. Every agent on the list uses a seat, including agents you have switched off, so deactivating someone does not free a seat; removing them does.
When the opening seats are all in use the add form is disabled and the counter says so. That number is not a limit of your plan; it is a safeguard set per workspace, and every Scale plan includes the full team features. If you run several workspaces, each one has its own team and its own seats, as the workspaces guide explains.
What each switch on a team member row does
| Control | What it does |
|---|---|
| Active | On: the agent can sign in to this workspace and work their leads. Off: the agent loses access to the workspace and receives no new leads, but keeps the leads already assigned to them and still uses a seat. |
| AI replies to their leads | On: the AI assistant answers customers on this agent’s leads automatically. Off: the AI stays silent on their leads and the agent replies manually. |
| In rotation | On: the agent receives new conversations in the automatic distribution. Off: no new conversations are routed to them and they keep the ones they have. Switching AI replies off does not take an agent out of the rotation. |
| Campaigns | A permission that is off by default. On: the agent can create and send campaigns on your connected number. |
| Last login | The date and time the agent last signed in, or Never logged in. |
| Trash icon (Remove agent) | Deletes the agent permanently after a confirmation. |
What a sales agent can see and do
| Area | Sales agent | Owner |
|---|---|---|
| Conversations and leads | Only the leads assigned to them | Every lead in the workspace |
| Inbox and manual replies | Yes, on their own leads | Yes |
| Closing a conversation, internal notes and reminders | Yes, on their own leads | Yes |
| Campaigns | Only if you switch on Campaigns for that agent | Yes |
| Assigning and redistributing leads | No | Yes |
| Team screen and team management | No | Yes |
| Settings and billing | No, only My account and Preferences | Yes |
| Master AI switch | No | Yes |
| Deleting conversations | No | Yes |
A sales agent’s menu contains Home, Inbox, Leads, Customers, Follow-ups and Settings, plus Campaigns when you have granted it. The sidebar shows the note Agent mode — you see only your assigned leads. Permissions are enforced on the server, so hiding a menu item is not the only protection.
The Campaigns permission covers creating and sending campaigns; it gives no access to billing. For how agents work conversations, see the inbox guide.
How Scale distributes new conversations
When a new customer writes for the first time, Scale assigns the conversation to one sales agent automatically. The method is a rotation (round robin): agents take turns in the order they were added to the team, and the turn carries on from where it stopped, so the distribution is even over time.
An agent is in the turn only when all of these are true:
- The agent’s Active switch is on
- The agent’s In rotation switch is on
- The agent is not on leave right now
- The agent has no manual Away or Busy status
- The current time is inside the agent’s working hours, or the agent has no working hours set
An agent who does not meet the conditions is skipped, and the rotation is not restarted when someone becomes unavailable or comes back. If nobody is eligible, the conversation stays with the owner; it is never given to an unavailable agent.
The same rule applies when the AI assistant hands a conversation over to a person and the conversation has no agent yet: Scale picks the next eligible agent and adds an internal note to the conversation such as AI assigned this conversation to followed by the agent’s name. A conversation that already has an agent stays with that agent. Rotation is the only distribution method.
What the waiting queue does
A conversation that arrived while nobody was eligible waits with the owner, but it does not stay there for good. Scale keeps a waiting queue of open conversations that have no agent and tries to place them again, oldest first, using the same rotation.
Scale tries again whenever the team’s capacity may have changed, and also by itself every 15 minutes, which covers changes that happen by the clock, such as a shift starting or a leave period ending. The events that trigger a new attempt are:
- A member’s manual availability switch is turned on or off
- A leave period is added or removed
- Working hours are saved
- The In rotation switch is changed
- A sales agent is added or removed
Available agents are tried first. If no agent is available, a waiting conversation can go to an agent whose status is Busy and who is in the rotation. It is never given to an agent who is switched off, on leave, outside working hours or Away.
How to assign or reassign conversations manually
Open the conversation
Open the conversation from the Inbox or Leads and look at the lead panel beside the messages.
Find the Assigned agent section
The Assigned agent section shows who holds the lead now. A lead with no agent shows the owner’s name.
Pick a name from the list
Choose a sales agent, or the owner’s name marked (owner) to take the lead back. The change is saved at once and the word Saved appears. Switched-off agents are not offered as a destination.
Manual assignment is the owner’s decision and is not limited by availability: you can assign a conversation to an agent who is on leave, outside working hours or out of the rotation. Only the owner sees the list. To move leads in bulk, use the three buttons in Settings → Team:
| Button | What it does |
|---|---|
| Distribute unassigned leads | Shares every open lead that has no agent between the agents who are Active and In rotation, in rotation order. |
| Redistribute ALL leads | After a confirmation, reshuffles every open lead evenly across the agents who are Active and In rotation, including leads that already had an agent. |
| Return ALL leads to me (owner) | After a confirmation, takes every open lead back from the agents and gives it to the owner. |
These three buttons never move closed leads, and they look only at the Active and In rotation switches; working hours, leave and manual status are not considered.
Availability status working hours and leave
Each member has one availability status at any moment. Scale works most of them out by itself from the settings below, and when several apply, the one higher in this table wins.
| Status | When it applies | Receives new conversations |
|---|---|---|
| Disabled | The Active switch is off | No |
| On leave | A leave period covers the current time | No |
| Busy | The member is marked busy: at work but at capacity | No (except from the waiting queue when nobody is available) |
| Away | Manual availability is switched off for the member | No |
| Off hours | The current time is outside the member’s working hours | No |
| Available | None of the above | Yes, if In rotation is on |
To change a member’s availability, open the Team screen and click the member’s name to open their panel. The Manage availability button takes you to Settings → Team, where the Active and In rotation switches are.
Set a manual Away
In section 2 · Presence, switch Manual availability off to mark the member Away, and back on to clear it. The rows below show the Current state and whether the member is Taking new work, with the reason when they are not.
Set working hours
In section 4 · Working hours, tick each working day and enter a start and an end time. The second pair of times on a day, labelled break, is saved as a second working period, so for a lunch break enter the morning in the first pair and the afternoon in the second, for example 09:00 to 13:00 and then 14:00 to 17:00. The two periods must not overlap and each must end after it starts. Leave a day unticked to make it a day off, then click Save hours.
Set the timezone
The Timezone field in the same section sets the clock the hours are read on. Leave it empty to follow the workspace timezone.
Book leave
In section 5 · Leave & days off, choose the From and To dates, a Type (Vacation, Holiday, Day off or Other) and an optional reason, then click Add. Both dates are included in the leave. Click Remove next to a period to delete it.
How to hand over open conversations from one member
Open the member on the Team screen
Click the member’s name and scroll to section 6 · Hand over conversations. The text shows how many open conversations they hold.
Click Preview handover
Scale shows how many conversations would move and how many each receiving member would get. The preview changes nothing.
Click Hand over now
The open conversations are shared between the other members who are available right now, using the same rotation as new conversations. Click Cancel to leave everything as it is.
Closed conversations are never moved, and nobody unavailable receives any. If no other member is available, nothing is moved and Scale says so. If a receiving member becomes unavailable during the handover, their share stays with the original member and the message reports how many of the total were moved; run the handover again to move the rest.
Now figures versus period figures on the Team screen
Every number on the Team screen carries one of two badges. NOW figures describe this moment and are not affected by the date range. PERIOD figures cover the range chosen in the date picker at the top: Today, Yesterday, This week, This month, Last 30 days (the default), or a Custom range with From and To dates in which the end date is included. The Refresh button reloads both kinds.
| NOW figure | Exact meaning |
|---|---|
| Waiting for a reply | Open conversations whose latest customer message is newer than the latest reply written by a person. A reply from the AI does not end the wait. The card also shows the longest current wait and an Open inbox button. |
| Open conversations | Conversations that are not closed, with the number of members holding them and the member with the highest load. |
| Pending follow-ups | Reminders still to be done, how many of them are overdue, and the time until the next one is due. |
| Who can take new work | Every member grouped as Available, Busy or Unavailable, with the open count for available members and the reason for the others. |
| PERIOD figure | Exact meaning |
|---|---|
| New leads | Leads that arrived in the period, each credited to the member who first received it. Reassigning the lead later does not move it. |
| Handled | Conversations in which a person sent at least one message during the period. The team figure counts each conversation once; a member’s figure credits every member who replied, so the member rows do not add up to the team figure. |
| Human replies | Messages written by people to customers in the period. AI replies are not counted. |
| Avg first response | Average time from a customer’s message to the first reply written by a person, credited to whoever wrote that reply. Several customer messages in a row count as one wait measured from the first. Replies that came more than 24 hours later are left out, and the team average is weighted by the number of replies. |
| Closed | Conversations closed in the period, credited to the member who held the conversation at the moment it was closed. |
| Converted | Of the new leads credited to a member in the period, how many have since reached the Qualified stage or a later one. The percentage beside it is converted divided by new leads. |
| Revenue | Total of the sales recorded in the period, credited to the member who held the conversation when the sale was recorded. |
| Orders | Number of sales recorded in the period. |
| Paying customers | Number of different customers with a recorded sale in the period. |
| Attribution coverage | Share of the period’s new leads and closed conversations that Scale can link to a member or to the owner. |
Below the tiles, the Workspace owner activity row shows the owner’s own replies and handled conversations, because the owner is not a team member and has no row in the table. The Not attributed to a member row shows new leads and closed conversations with no recorded member; they are counted in the period totals but not in any member row. When coverage falls below 85%, the screen shows a Partial attribution notice.
A dash (—) means Scale could not measure the figure, for example for a period before the workspace recorded who wrote each message, while 0 means it was measured and there were none. Revenue, Orders and Paying customers count only sales that were recorded, by hand or through a connected store. Reminders are explained in the follow-ups guide.
The Members table and the member panel
| Element | What it does |
|---|---|
| Members table | One row per member with Waiting and Open (live) and Handled, Replies, Avg reply, New, Closed, Conv. and Revenue (for the period). |
| Column headers | Click a header to sort and click again to reverse. Sorting by Avg reply starts with the fastest. Unknown values always stay last. |
| Columns | Shows or hides columns; at least one column always stays visible. |
| Export | Downloads the table as it stands on screen as a CSV file. |
| Member name | Opens the member panel with six sections: Summary, Presence, Daily, Working hours, Leave & days off, and Hand over conversations. |
| Summary | The member’s period figures plus a NOW strip with Open, Waiting and Follow-ups. Avg reply states how many measurements it is based on. |
| Daily | The most recent 8 days of the period as rows: Handled, New, Closed and Revenue. Daily Handled values do not add up across days. |
How to deactivate or remove a team member
| Question | Deactivate (Active switched off) | Remove (trash icon) |
|---|---|---|
| Can it be undone | Yes, switch Active back on | No |
| Access to the workspace | Blocked until reactivated | Ended; the login is deleted unless the person also works in another workspace |
| Their leads | Stay assigned to them | All return to the owner, open and closed |
| New conversations | None | None |
| Seat | Still used | Freed |
| Working hours and leave | Kept | Deleted |
A deactivated agent who signs in sees a message that the account owner has switched off their access to the workspace. After a removal, the open leads that returned to the owner enter the waiting queue, so Scale gives them to available agents automatically. To choose who receives them yourself, run a handover before you remove the agent.
Frequently asked questions
Why did a new conversation stay with me instead of going to an agent?
No agent was eligible at that moment: every agent was switched off, out of the rotation, on leave, Away, Busy or outside working hours. Scale places the conversation automatically once an agent becomes available.
Can a sales agent see other agents’ conversations?
No. A sales agent in Scale sees only the leads assigned to them, and the owner sees all leads.
Is the number of sales agents limited?
No. Team members are unlimited on every Scale plan. A workspace opens with 3 seats as a security safeguard; when you need more, contact support and the Scale team adds them.
Does booking leave move the agent’s conversations to someone else?
No. Leave only stops new conversations reaching the agent. To move their open conversations, use Hand over conversations in the member panel.
Why does the Handled total differ from the sum of the member rows?
A conversation in which two members replied is credited to both of them in their rows but counted once in the team figure.
Can I stop the AI from replying on one agent’s leads only?
Yes. Switch off AI replies to their leads on that agent’s row in Settings → Team; the agent then replies manually while the AI carries on with the other leads.