A workspace in Scale is one separate business: it has its own WhatsApp number or two, its own conversations and leads, its own AI training and settings, and its own subscription and plan. The account owner can run several workspaces from a single login and switches between them in the Workspaces list at the top of the dashboard sidebar.
This guide explains how to create a new workspace, how to switch between workspaces, how to get more of them, the WhatsApp number rules for each workspace, and what happens to data and the subscription when a workspace is deleted.
What a workspace is in Scale
A workspace can be a company, a brand, a branch, or a client whose account you manage. Every screen in the dashboard shows the data of the selected workspace only, and one workspace's data never mixes with another's. The name of the current workspace appears under the Scale logo at the top of the sidebar.
Your account starts with one workspace, created automatically once your email is verified. If you are new to Scale, begin with Getting started with Scale.
| What each workspace owns | Details |
|---|---|
| WhatsApp numbers | Up to two per workspace by default (contact the Scale team for more), and a number is never shared with another workspace |
| Conversations and leads | Its own inbox, lead list, follow-ups and sales |
| AI assistant | The assistant's name, style, training and knowledge base |
| Integrations | Google, the store and the other channels are connected per workspace |
| Team | Its own sales agents, unlimited on every plan. See Managing your team |
| Subscription | Its own plan, message balance and invoices. See Plans and billing |
How to create a new workspace
Press "Add Workspace"
The button sits at the foot of the Workspaces list in the sidebar. It is shown to the account owner only, not to sales agents.
Enter the business details
Fill in "Workspace name", which is required, then "Business name" and "Business type".
Choose a starting point
Under "Start as a copy of", choose "Start from scratch", or pick one of your existing workspaces to copy its setup.
Press "Create workspace"
Scale creates the workspace, switches you to it and reloads the dashboard so you can set it up.
Connect channels and train the assistant
A new workspace starts with no WhatsApp number. Connect its number in Settings → Channels as described in How to connect WhatsApp Business to Scale, then train the assistant and adjust its settings.
| Field | What it means |
|---|---|
| Workspace name | The name you see in the Workspaces list, such as the branch name. Customers never see it |
| Business name | What the AI assistant tells customers it is. If left empty, the workspace name is used |
| Business type | Your line of business, such as a clinic or a shop |
| Start as a copy of | "Start from scratch" for an empty workspace, or the name of an existing workspace to copy its setup |
What is copied when you start from a copy
| Item | Copied? |
|---|---|
| AI assistant settings, business description, language and dialect | Yes |
| Knowledge base | Yes, and its files are processed once the new workspace has an active subscription |
| Message templates | Yes, as drafts that need to be submitted for approval again |
| Leads, conversations and sales | No |
| The WhatsApp number and other integrations | No, the new workspace starts disconnected |
| Subscription, balance and invoices | No |
| Sales agents | No, add them in Settings → Team |
How to switch between workspaces
The Workspaces list is always visible at the top of the sidebar, with a check mark on the current workspace. Click the name of any other workspace to move to it; the dashboard reloads and shows its data. Scale remembers the last workspace you opened and opens it on your next visit. With more than three workspaces the list scrolls.
Two words sit under each workspace name: the first is its WhatsApp state and the second is its subscription state. A sales agent who was added to more than one workspace sees the same list and can switch, but cannot create or delete a workspace.
| Label | Meaning |
|---|---|
| Connected | A WhatsApp number is connected to the workspace and working |
| Not connected | No WhatsApp number is connected to the workspace |
| Active | The subscription is live and the service is running |
| Inactive | The workspace has not subscribed to a plan yet |
| Expired | The plan period has ended and needs renewing |
| Out of messages | The message balance ran out before the period ended |
| Suspended | The subscription is suspended |
How many workspaces one account can create
Workspaces in Scale are unlimited. As a security safeguard, every account opens with room for 3 workspaces, and the Scale team adds more for you on request. The counter beside the Workspaces heading shows how many of the current allowance are used, for example 2/3. Starting from a copy counts as a new workspace just like starting from scratch, and a deleted workspace is not counted.
When the opening allowance is used up, the "Add Workspace" button opens a "You have reached your workspace limit" window instead of the form.
WhatsApp numbers per workspace
The rule in Scale: one workspace holds up to two WhatsApp numbers by default, and one WhatsApp number belongs to one workspace only. That is how each number's messages reach the right inbox, are answered by the assistant trained for that business, and are counted against that workspace's own balance.
If you try to connect a number that is already connected to another workspace, Scale refuses and asks you to disconnect it there first. To run two numbers in the same workspace, add the second one in Settings → Channels as the multiple WhatsApp numbers guide explains; for a third number, create another workspace.
The subscription of each workspace
Billing in Scale is per workspace: one workspace's plan does not cover another, and the message balance does not move between them. Once the account has more than one workspace, a Subscriptions item appears in the sidebar and lists, for each workspace, its name, subscription status, plan, renewal date, messages left and latest invoices.
Every action button on that screen opens the pricing page, where you complete the change. Scale shows each workspace only the actions that fit its status.
| Subscription status | Action shown |
|---|---|
| No subscription | Subscribe, to choose a plan |
| Free trial | Upgrade, to move to a paid plan |
| Active subscription | Upgrade, to change plan. You can cancel at any time: contact Scale support — the Cancel button here opens the pricing page like the others |
| Expired or cancelled | Renew |
| Suspended | No actions |
Can a workspace be renamed
The "Workspace name" is set when the workspace is created, and the dashboard has no option to change it at the moment. If it needs changing, contact Scale support.
The name the AI assistant gives to customers can be changed at any time in Settings → AI Assistant, in the "Business name" field of the Identity card. Changing that field does not change the name shown in the Workspaces list.
How to delete a workspace and what happens to its data
Switch to the workspace you want to delete
Deleting is done from inside the workspace itself, so select it in the Workspaces list first.
Open Settings → Billing & plan
At the bottom of the page is the "Delete this workspace" section. It is shown to the account owner only, and only when the account has more than one workspace.
Press "Delete workspace…"
A window opens listing anything that blocks deletion, warnings such as the WhatsApp number that will be disconnected and how many team members will lose access, and the number of leads and messages that stay stored.
Type the workspace name to confirm
The "Delete workspace" button stays disabled until you type the workspace name as it is. After you press it the workspace leaves your list and you land in another workspace.
| Item | What happens after deletion |
|---|---|
| Conversations and leads | Kept in storage and not erased, but you can no longer open them from the dashboard |
| WhatsApp number and channels | Disconnected, and customers messaging the number stop getting replies. The number becomes free to connect to another workspace |
| Team members | Lose access to this workspace |
| Subscription | Must be cancelled before deletion. A workspace with an active subscription or free trial cannot be deleted |
| Invoices | Stay under Subscriptions, beside the workspace name with the word Deleted |
| Workspace counter | A deleted workspace is not counted |
| Restoring | Done through Scale support, and does not reconnect channels automatically |
Common questions
Can one plan cover all my workspaces in Scale?
No. Each Scale workspace has its own subscription, message balance and invoices, and one workspace's balance is not used by another.
Can I connect the same WhatsApp number to two workspaces?
No. A WhatsApp number in Scale belongs to one workspace only. Disconnect it from the first workspace before connecting it to the second.
Why do I not see the "Add Workspace" button?
The button is shown to the account owner only. A sales agent works inside the workspaces they were added to and cannot create one.
I reached my workspace limit. What can I do?
Workspaces are unlimited; the opening allowance of 3 per account is a security safeguard, not a limit of your plan. Contact support and the Scale team adds more, or delete a workspace you no longer need, because deleted workspaces are not counted.
Does deleting a workspace erase its conversations for good?
No. Deleting a workspace in Scale shuts it down and removes it from your list; conversations, invoices and records are kept, and support can restore the workspace.
Why is there no Subscriptions item in my sidebar?
Subscriptions appears once the account has more than one workspace. With a single workspace, everything is in Settings → Billing & plan.
Does the assistant reply to customers in a workspace I have not activated?
No. Incoming messages are kept and not lost, but the assistant does not reply and sending stays off until you activate the workspace's subscription.