Products in Scale is the screen where a business with no connected online store adds its catalogue by hand, so the Scale AI assistant can recommend each product, quote its price, send its photo and take an order for it inside the WhatsApp conversation. It sits in the dashboard sidebar as Products and is shown to the workspace owner. Every price and every availability answer the assistant gives comes from this catalogue, never from a guess.
If your workspace already takes its products from a connected store, the Products screen says so and sends you to the Store screen. See How to connect your online store to Scale.
Where the AI gets your products from
A workspace has one product source at a time, so that every price, stock level and order comes from a single place. The source is one of the following:
| Source | Where you manage it | Orders in chat |
|---|---|---|
| Scale Products | The Products screen in Scale | Yes, when AI Product Sales is on |
| WooCommerce | Your WooCommerce store, connected on the Store screen | Yes, when the AI Order Assistant is on with Read/Write access |
| EasyOrders | Your EasyOrders store, connected on the Store screen | No, the assistant sends the product link so the customer orders on your store |
| Custom REST Commerce API | Your own system, connected on the Store screen | Depends on the operations you defined in the connection |
| WhatsApp Catalog | WhatsApp Manager or the WhatsApp Business app | No, product answers only |
When another source is connected, the Products screen shows a card titled “Your products come from …” with an Open Store button, and nothing can be added here. Scale Products are never offered on the Store screen as a platform to connect; once you have added products, the Store screen lists a Scale Products row, and pressing it opens the Products screen.
How to set up your product catalogue the first time
Open the Products screen
In the Scale dashboard sidebar choose Products. The first time, a card titled “Set up your product catalog” appears.
Choose the currency and the country
Pick the Currency your prices are in and the Country you deliver in. Scale suggests both from your workspace currency and your connected WhatsApp number, and you can change them later in the Settings tab.
Press Start adding products
The catalogue is created and the Add product form opens straight away.
Fill in the product and save
Product name and Price are the two required fields. Complete the rest and press Save.
Add the product photos
After the first save the form stays open so you can add pictures under Photos. The first photo is the one the assistant sends with its answer.
Repeat or import
Press Add product for each new product, or press Import to add many products at once from a CSV file.
What each field in the product form means
| Field | What it does |
|---|---|
| Product name | Required. The name the assistant says and searches by, up to 255 characters. |
| Price | Required and above zero, in the catalogue currency shown beside the field name. |
| Availability | In stock or Out of stock. The assistant still answers about an out-of-stock product, but it cannot be ordered. |
| Stock quantity (optional) | Leave empty if you do not count stock. 0 makes the product out of stock, and any other number is the most one order may take. |
| SKU (optional) | Your own product code, up to 100 characters and unique in the catalogue. Import uses it to update an existing product. |
| Description | What the assistant can tell a customer about the product, up to 5000 characters. |
| Category (optional) | Words that help search, separated by commas, for example Shoes, Men. Up to 5 categories. |
| Details & options | One value describes the product (Material: Leather). Several values become options the customer chooses from (Size: 40, 41, 42). |
| Options in stock | Appears when a detail has more than one value. Switch off a combination that is out of stock, and leave its price empty to use the product price. |
| Photos | Added after the first save. The first photo is the one the assistant sends. |
| Active — the assistant can recommend and sell it | Untick it to keep the product in your list without the assistant offering or selling it. |
How options and variants work
A detail with one value describes the product, such as “Material: Leather”. A detail with two or more values becomes an option the customer has to choose, such as “Size: 40, 41, 42”. Scale builds every possible combination of your options, for example each size in each colour, and lists them under “Options in stock”.
Each combination has its own In stock switch and its own price box. A combination with an empty price uses the product price, and marking the whole product Out of stock makes every combination out of stock. In a conversation the assistant never guesses an option: a product with options is added to an order only after the customer has said which one they want.
How product photos work
Photos are added in the product form once the product has been saved at least once, which is why a new product shows “Save the product first, then add its photos.” A photo is saved the moment you add it, and you can reorder or remove photos. The first photo in the order is the one the assistant sends with its answer, and a product with no photo is marked “No photo” in the list because the assistant has nothing to send for it.
CSV import does not bring photos in, so add them to each product after the import has finished.
How to manage the products list
| Control | What it does |
|---|---|
| Search products… | A search box that filters the list by name, SKU or category as you type. |
| Counts line | The total number of products, how many are active and how many are out of stock. |
| Price, Stock and Status columns | The price with its currency, In stock with the quantity if you count it or Out of stock, and the Active or Inactive switch. |
| Active or Inactive switch | Turns a product on or off for the assistant without opening the form. An inactive product is kept, but it is never searched or sold. |
| Edit | Opens the product form. Pressing the product name does the same. |
| Delete | Removes the product after you confirm. The assistant stops offering it at once, and orders already taken keep their details. |
| Previous and Next | Move between pages. Each page lists 50 products. |
How to import products from a CSV file
Prepare the file
Save your sheet as CSV and use the first row for the column names. New products need at least the name and price columns, and a file that only updates existing products needs just sku.
Press Import
On the Products screen press Import, pick the file under “Choose a CSV file”, then press Import inside the dialog.
Read the result
Scale shows how many products were new, updated and skipped, and under “Rows with problems” the number of each row it refused and the reason.
Add the photos
Open each imported product and add its photos in the product form.
| Column | What to put in it |
|---|---|
| name | The product name. Required for a new product. |
| price | The price, above zero. Required for a new product. |
| sku | Your product code. A row whose SKU already exists updates that product instead of creating a new one. |
| description | The product description. |
| category | One or more categories separated by commas. |
| availability | Leave empty for a product in stock, or write “out of stock”. |
| stock | The stock quantity. An empty cell means you do not count stock. |
| options | Details and options, such as Size with the values 40, 41 and 42. Separate the values with a vertical bar, and separate one detail from the next with a semicolon. |
What the Orders tab shows
The Orders tab lists the orders the assistant took on WhatsApp from this catalogue, newest first. Each order shows its number, the status “Awaiting your confirmation”, the products with their quantity, chosen option and unit price, the customer’s name, phone and address, the note if there is one, and the total. Open conversation takes you to the chat the order came from.
These orders are waiting for your team: contact each customer to confirm delivery, because the assistant told them your team would.
What the Settings tab controls
| Setting | What it does |
|---|---|
| AI Product Sales | On: the assistant takes orders on WhatsApp. It collects the customer’s name, phone and address, shows an order summary and places the order only after the customer confirms. Off: it answers about products but does not take orders. It is on when the catalogue is created. |
| Currency | The currency of every price in the catalogue. Changing it changes the currency label on every price; it does not convert the amounts. |
| Country | The country you deliver in. |
| Payment, as shown on the order | The payment wording on the order summary, for example Cash on delivery. Up to 80 characters. |
| Delivery, as shown on the order | The delivery wording on the order summary, up to 80 characters. Your team confirms the delivery fee after the order. |
| Save settings | Saves everything above. |
How the AI uses your products in a conversation
- Search: when a customer asks about a product, the assistant searches your active products by name, description, category and details. Inactive and deleted products are never found.
- Price and availability: it states them exactly as you saved them in the catalogue. It does not invent a price or convert a currency.
- A product you do not have: if nothing matches the question, the assistant says it could not find the product instead of inventing one.
- Photo: the reply text arrives first, then the product’s first photo as an image message. It sends one photo per product, does not repeat the same photo in a conversation unless the customer asks for it, and sends the other photos when the customer asks for the product’s pictures.
- Order: once the customer says they want to buy, the assistant settles the product, then the option, then the quantity (one unless the customer says otherwise), asks for the name, a phone number for this order and the address, shows the order summary, and places the order only after the customer agrees.
- A price that changes mid-order: the summary is priced from the catalogue every time, so if you change a price after the summary was shown, the customer sees the new figures and confirms again.
- Stock: an out-of-stock product or option cannot be ordered, and if you count stock an order cannot take more than the quantity left.
Business policies and questions that are not about one product belong in training the AI assistant, and the way the assistant replies is set in the AI assistant settings.
What an order taken in chat becomes
When the customer confirms the order summary, Scale creates the order and gives it a number. The order appears in the Orders tab with the status “Awaiting your confirmation”, a sale is recorded on the conversation, and the contact moves to the Customer stage in leads and customers. If the contact had no name or city, they are filled in from the order. If Meta Ads conversion tracking is connected, the purchase is reported to Meta as well. See Meta Ads conversion tracking.
The assistant tells the customer that the team will review the order and get in touch to confirm delivery. It does not promise a delivery date, a delivery fee or a payment link: the order total is the price of the products only, and payment is arranged with your team. Questions about the status of such an order, and requests to cancel it, go to your team.
Frequently asked questions
Why does the Products screen say my products come from another platform?
The workspace already takes its products from a connected store or catalogue, and Scale works with one product source at a time. Disconnect that store on the Store screen if you want to use Scale Products instead.
Why did the assistant not send a product photo?
The product may have no photo, the customer may already have received that photo in the same conversation, or the question was a general browse rather than about one product. Add a photo in the product form; a customer who asks for the picture gets it again.
Can I hide a product without deleting it?
Yes. Switch it to Inactive in the list or untick Active in the form. The product is kept, and the assistant neither recommends nor sells it.
Why was a row in my CSV file refused?
The usual causes are a missing name, a price that is not above zero, or a SKU already used by another product. The import result names each refused row and its reason.
Can the assistant answer about products without taking orders?
Yes. Turn AI Product Sales off in the Settings tab, and the assistant answers about products and prices without taking orders.
Does the assistant collect the payment or the delivery fee?
No. No online payment is taken, no payment link is sent, and the delivery fee is not part of the total. Your team confirms delivery and payment with the customer after the order.
Can I use Scale Products and a connected store at the same time?
No. A workspace has one product source, so it is either a connected store or Scale Products.