Scale is an AI customer communication platform for WhatsApp, Instagram and Messenger: an AI assistant that replies to and qualifies your customers, one shared inbox for your team, and tools for follow-ups, campaigns and sales. To get started with Scale you create an account, verify your email, and follow a short setup tour inside the dashboard that connects your channels and trains the assistant.
This guide covers every step from sign-up to reading the Home screen: what each area in the sidebar is for, what every card and number on Home means, and what the AI master toggle does.
What Scale is
Scale brings your customer conversations from WhatsApp, Instagram and Messenger into one place, and answers them with an AI assistant you train on your own business. The assistant answers questions, places each lead in a stage, and hands the conversation to a member of your team when a person is needed.
Scale is a Meta Tech Provider: you connect your own WhatsApp Business account through Meta's official signup window, and Scale works through Meta's official APIs. Your number and your account stay yours.
Everything you see in the dashboard belongs to one workspace, meaning one business with its own number, conversations and settings. If you run more than one business, see Managing multiple workspaces.
How to create a Scale account and verify your email
Fill in the sign-up form
Open the "Create your Scale account" page and enter your Full name, Business name, Work email, WhatsApp number and a Password of 8 or more characters. Accept the Terms of Service and Privacy Policy, then submit. No credit card is needed.
Check your inbox
A "Check your inbox" card appears and Scale sends a verification link to the address you entered. At this point the account is not active yet: there is no workspace and no plan until the email is verified.
If the email does not arrive
Press Resend one minute after your last attempt, and look in your spam folder. If you typed the address wrong, press "Change email", enter the right one, then "Send new link".
Click the verification link
Clicking the link verifies your email, creates your first workspace and signs you in. A new account starts on a 14-day free trial. If you chose a paid plan on the pricing page before signing up, Scale takes you to checkout instead of the dashboard.
Choose your dashboard language
The first time the dashboard opens, a "Welcome to Scale" window asks you to choose English or Arabic. Press Continue to begin the setup tour.
What the setup tour walks you through
The setup tour walks you through the real dashboard one step at a time and shows the current step number at the top of its window. The channel steps are only marked done when the connection really exists, not when you press Next. Team members only see the Dashboard step, because connecting channels belongs to the account owner.
| Step | What happens |
|---|---|
| Dashboard | Four stops: "Home overview" of the numbers on Home, Notifications, Conversations and Leads. Sample data with an Example badge is shown and is not saved anywhere |
| The tour opens Settings → Channels and points at "Connect WhatsApp". Full steps are in How to connect WhatsApp Business to Scale | |
| Instagram and Messenger | Shown when those channels are available for the workspace, with "Connect Instagram" and "Connect Messenger". See Connecting Messenger and Instagram |
| AI Agent | Opens the Training screen to teach the assistant about your business, then Settings → AI Assistant for its name, tone and dialect, then a preview of a reply. The preview sends no message and uses no credit |
| Google Sheets | Opens Settings → Integrations and points at "Connect Google Sheets", then previews what a lead row looks like without writing to your sheet |
| Google Calendar | Once the calendar is connected, Scale reads your real availability; you pick a day and time and press "Confirm booking". A real test appointment is created in your calendar, and you then choose "Keep this appointment" or "Remove demo appointment" |
| Finish | A summary of what is done and what can be finished later, then "Start using Scale" |
What each area of the dashboard is for
The sidebar is the way to everything in Scale. The Workspaces list sits at the top, then the day-to-day areas, then Settings. On a phone the main areas are in a bottom bar and the rest are under More.
| Area | What it is for |
|---|---|
| Home | The summary: numbers, charts and what needs your attention now. Explained in full in this guide |
| Inbox | Every customer conversation from all three channels, with manual replies and taking a chat over from the assistant. See the Inbox guide |
| Leads | The list of leads and the stage each one is in. See Leads and customers |
| Customers | People who have already bought, with their sales |
| Campaigns | WhatsApp broadcast campaigns and message templates. Shown to the owner and to anyone the owner granted campaign access. See the Campaigns guide |
| Follow-ups | Reminders and meeting requests. See the Follow-ups guide |
| Team | Team performance and working hours. Owner only. See Managing your team |
| Meta Ads | Reporting for conversion tracking from Meta ads. Owner only. See Meta Ads conversion tracking |
| Training | Teaching the AI assistant about your business. Owner only. See Training your AI |
| Store | Connecting your online store and order automations. Owner only. See the Store guide |
| Products | A product catalog you keep inside Scale itself. Owner only. See the Products guide |
| Subscriptions | Appears when the account has more than one workspace and shows each one's subscription. See Managing multiple workspaces |
| Settings | AI Assistant, Channels, Team, Integrations, Billing & plan and Preferences. See the Settings guide, AI settings and Plans and billing |
What the Home screen shows
Home is the first screen after you sign in. It opens with a greeting, your name and today's date, with the date range control and a Refresh button beside them. Below are the rows of numbers, then the charts, then the "Needs attention" feed with "Quick actions" beside it. The screen refreshes by itself every 12 seconds and shows the latest 500 records.
Top bar and sidebar footer controls
| Control | What it does |
|---|---|
| Search leads | Opens the Inbox with the cursor in the search box. Also works with Ctrl+K or ⌘K |
| Notifications bell | Lists campaign events (started, finished, stopped, scheduled) and then the first five items of "Needs attention". A dot appears when there are unread messages, due follow-ups or new internal comments. "View all activity" takes you to the full feed |
| Continue setup or Replay tour | Resumes the setup tour where you left it, or replays the explanation of the current screen |
| Account menu | Click your initial: "Account & plan" (owner), Language to switch between AR and EN, "My name in chats" which is the name recorded with your manual replies and notes, and "Log out" |
| WhatsApp status | A card at the foot of the sidebar showing the connection state and the connected number, with a "Connect WhatsApp" button when no number is connected |
| AI Assistant | The master switch that turns the assistant on or off. Owner only |
| Collapse menu | Shrinks the sidebar to icons, and your browser remembers the choice |
Date range
There is one range control for the whole screen, with: Today, Yesterday, Last 7 days, Last 30 days, This month, Last month, Last 3 months, Last 6 months, This year, Last year and All time. The default is Last 30 days, and your browser remembers the last range you picked.
The range changes the sales row and the Performance and "Conversion quality" cards. The first row of numbers and the "Lead funnel" show the current state, and the "Daily replies" chart always covers the last 30 days.
KPI cards
| Card | What it means |
|---|---|
| Replies today | Replies since midnight |
| Replies · 30 days | Replies in the last 30 days |
| Qualified leads | Leads in the Qualified stage, out of open conversations |
| Customers | People who have already bought |
| Total leads | Every conversation that is open now, whenever it started |
| Revenue | Sales value in the selected range and the number of sales, with the change where one can be calculated |
| Customers (sales row) | How many people bought in the selected range |
| Conversion rate | The share of leads that arrived in the range and bought |
| Average order value | The average value of one purchase, all time |
| Total sales | The sum of all sales and the number of purchases, all time |
Charts and the lead funnel
| Card | What it shows |
|---|---|
| Daily replies | One bar per day for the last 30 days |
| Lead funnel | The live count in each stage: New Leads, Interested, Qualified, Appointments and Customers, with Lost under a divider. Clicking a stage opens it in the Inbox or in Leads, and Customers opens the Customers page |
| Performance | One chart with four tabs: Revenue, New leads, Qualified and Customers, each carrying its total for the selected range |
| Conversion quality | Of the leads that arrived in the range, how many became qualified and how many bought, with "Overall conversion" and "Value per customer" |
The Needs attention feed
"Needs attention" is a live list of what is waiting for you, showing up to nine items with the newest first. Clicking an item opens the place it belongs to. When nothing is waiting it reads "Nothing needs your attention right now".
| Item | What it opens |
|---|---|
| Unread message | The customer's conversation in the Inbox |
| Internal comment | The conversation a teammate commented on that you have not read yet |
| Reminder | The conversation of the lead the reminder is about. Overdue reminders float to the top |
| Meeting request | The Follow-ups screen |
| Weekly learning report | The review of what the assistant proposes to learn; nothing is applied until you approve it |
Quick actions and the overnight summary
- Open Inbox: takes you to the conversations.
- Add reminder: opens the Follow-ups screen.
- Train your AI: opens the Training screen. Owner only.
- Invite teammate: opens Settings → Team. Owner only.
- While you were away: a card that appears when a summary is ready, showing the number of chats, interested leads, leads needing follow-up and meetings during the time you were away, with "View full details".
- Your assistant learned new things this week: a banner at the top of the screen when the weekly learning report is ready, with "Review report".
What the AI master toggle does
The "AI Assistant" card at the foot of the sidebar is the master switch for the assistant across the whole workspace. While it reads "AI ON" the assistant replies to new conversations automatically. Switch it off and it reads "AI OFF": customer messages keep arriving in the Inbox, but replies are manual, from you or your team.
It is the same switch as Auto-reply in Settings → AI Assistant, so changing one changes the other. To stop the assistant in a single conversation only, take that conversation over from inside the Inbox.
First day checklist
To connect Google Sheets and Google Calendar, see How to connect Google Sheets and Google Calendar to Scale.
Common questions
I did not get the Scale verification email. What should I do?
Check your spam folder, then press Resend on the "Check your inbox" card one minute after your last attempt. If the address was typed wrong, press "Change email" and ask for a new link.
My verification link expired. Do I need a new account?
No. A Scale verification link lasts 24 hours; if it has expired, sign in with your email and password and Scale takes you back to the "Check your inbox" card, where you request a fresh link.
Can I skip the Scale setup tour?
Yes. Press "Skip for now" on any step or "Skip onboarding" when you return, and finish it whenever you like from the "Continue setup" button beside the notifications bell.
Why is there no sales row on my Home screen?
The sales row on the Scale Home screen appears once the workspace has recorded its first sale. Until then Home shows reply and lead numbers only.
How do I change the Scale dashboard language?
Click your initial in the top bar and choose AR or EN next to Language. This changes the dashboard language for you only; it does not change the language the assistant uses with customers.
Why is the AI assistant not replying to customers?
First check that the AI Assistant switch reads "AI ON" and that the status card reads "WhatsApp connected". If a banner at the top of the dashboard says the workspace needs activating or the subscription has expired, activate or renew it, and if the problem continues contact Scale support.