Training in Scale is the screen where you teach your AI employee what your business does, sells and charges, so it can answer customers on WhatsApp, Instagram and Messenger from your own information. Open it from Training in the dashboard sidebar; the page is titled Train Your AI Employee.
The screen shows a training score, nine sections you type in without needing any file, and an optional area for files, product media and what the AI learned from past chats. The Training screen is shown to the account owner only.
What the Training screen contains
| Area | What it is |
|---|---|
| Training score | The sentence Your AI is trained with the percentage, a progress bar, one line naming the most valuable gaps, and the How this is scored button that explains the calculation. |
| What your AI has learned | The nine sections, each with its status, and a counter of completed sections out of the sections that apply. |
| Files & media (optional) | A collapsed block with three tabs: General files, Product media and AI learning. The number beside the title is how many knowledge files are stored. |
| Weekly learning report banner | Appears at the top only when a new report is waiting for you; Review report opens the AI learning tab. |
How the training score is calculated
Every section has a weight that reflects how many customer questions it unlocks: Pricing weighs more than Working Hours because far more people ask about price. The score is the weight you have earned divided by the total weight of the sections that apply to your business.
The line under the progress bar names at most two sections, the ones that would raise the score most: empty sections first, then short ones.
| Status | Meaning | Effect on the score |
|---|---|---|
| Taught | The section has enough text for the AI to answer from. | Full weight |
| Thin — too short to answer from | Something is saved but it is very short: under about 160 characters in English, or roughly half that in Arabic script. | Half weight |
| Not taught yet | Nothing is saved in the section. | Nothing |
| Not needed | You marked the section as not applying to your business. | The section leaves the calculation |
How to teach the AI a section
Open the section
On the Training screen, click a section row under What your AI has learned. The row shows Add when the section is empty and Edit when it has text. Only one section is open at a time.
Read the example
Each section shows why it matters, a good example under Good and what to stay away from under Avoid.
Write it in your own words
Type in the text box the way you would explain it to a customer on the phone, with numbers and specifics. What you type is kept as a draft even if you open another section before saving.
Save
Click Save. The score and the section status update at once and a message confirms the save: a taught section is used by the AI from your next new conversation, and a section that is still short is flagged as covering the basics only.
Mark what does not apply
If a section has nothing to do with your business, open it and click This does not apply to us so it leaves the score. It does apply after all puts it back, and saving any text in the section clears the mark automatically.
Edit or remove later
Edit opens the saved text, Cancel discards what you have not saved, and Remove deletes what you taught in the section after a confirmation, so the AI stops answering those questions. Saving an empty box also removes the section.
| Section | What to write | Weight |
|---|---|---|
| Business Overview | What your business is and does, where, and since when. | 20 |
| What You Offer | Your services, products or packages, and what each one includes. | 20 |
| Pricing | Prices, deposits, what is free and what costs extra. | 15 |
| Frequently Asked Questions | The questions your customers really ask, each with its answer. | 15 |
| Policies | Cancellation, refunds, guarantees and payment terms. | 10 |
| Common Customer Questions | Objections and comparisons, such as why your price is higher, with the answer you give. | 5 |
| Working Hours | Opening days and hours, and when messages are answered. | 5 |
| Locations & Coverage | Your address and the areas you serve or deliver to. | 5 |
| Never Guess These | Topics the AI must not answer by itself, such as discounts or final delivery dates. What you write here is treated as instructions to the AI and is not passed to customers as information: it says it needs to check and refers the question to your team. | 5 |
How to upload General files
Files are optional: the nine sections are the main way to train and need no file. If you already have a brochure, catalogue or price list, open Files & media (optional) → General files, then drag the file onto the box or click to choose it. Scale reads the text of the file and the AI answers from it the same way it answers from a section. Several files added together are uploaded one after another.
If the workspace does not have an active subscription yet, an uploaded file is stored and becomes available to the AI automatically when a plan is activated.
| Item | Details |
|---|---|
| Accepted types | PDF, DOCX, XLSX, CSV, TXT and MD. The older XLS format is rejected, so save the file as XLSX first. |
| Processing status | The file is being read. |
| Ready status | The AI can answer from the file. The Content column shows how much text was stored from it. |
| Failed status | The file could not be used and the reason appears in the Content column, for example when no text could be read from it. |
| Delete file | The trash button removes the file and everything the AI read from it, along with the products detected from that file and their media. |
| Sections in the list | The sections you typed also appear here as files named after the section. Deleting one from this list erases what you taught in that section. |
How Product media works
The Product media tab is only for pictures and files tied to one specific product, such as a photo of one apartment or the menu of one branch. Brochures, catalogues and price lists about the whole business belong in General files.
Scale builds the product list by reading your uploaded files, so the tab stays empty until at least one file is uploaded. When a customer asks about a product that has media, the AI sends it on its own when it helps. The upload and edit controls inside each product currently appear in English in both dashboard languages.
| Control | What it does |
|---|---|
| Re-read my files | Reads your uploaded files again to detect products. It runs in the background and can take about a minute, then refresh the page to see the result. |
| Upload and Manage | Opens the uploader for one product: drag files in or choose them. The button changes to Manage once the product has media. |
| Manage product media | The tab first shows up to five suggested products. This button lists every detected product, with a search box on longer lists, and Show fewer returns to the short list. |
| Accepted media | Images in JPEG, PNG and WebP, video in MP4 and 3GPP, audio files, and documents such as PDF, Word, Excel, PowerPoint, plain text and CSV, up to 100 MB per file. |
| Processing and Cannot be sent | After upload a file is prepared for sending. Images over 5 MB are resized automatically, while video or audio over 16 MB is marked Cannot be sent with the reason on the card. |
| Preferred and order | The first ready item is marked Preferred. Drag the cards to change the order. |
| Edit | Title, Caption (sent with the file), Alt text, Tags, Role and Visibility. Public means the assistant may send the file, and Internal means it is never sent automatically. |
| Delete | Removes the media from what the assistant can send. |
| Sending rules | Only media that is ready and Public is sent. A reply carries one image, or up to three when the customer asks for more, plus at most one video and one document. |
How AI learning and the weekly report work
Scale reviews recent conversations once a week and prepares a learning report with two things in it: what customers ask about and care about most, and the mistakes the assistant should avoid next time. Email addresses and phone numbers are removed from the conversations before they are analysed, and the report describes general patterns, not individual customers. A report is produced only when there are enough new messages to learn from.
The report waits for your decision: the banner The weekly learning report is ready appears at the top of the Training screen and a dot appears on the AI learning tab.
| Button | What it does |
|---|---|
| Review report | Opens the AI learning tab at the waiting report. |
| Approve & apply | Makes the report the currently applied knowledge of the AI, in place of the previously applied one. |
| Reject | Discards the report after a confirmation, and nothing from it is applied. |
| Update now | Runs the analysis immediately without waiting for the weekly run. The result is a new report that also needs your approval. |
| Download (.md) | Downloads the currently applied knowledge as a text file. |
| Delete knowledge | Erases the applied knowledge after a confirmation, and this cannot be undone. |
What the AI will and will not say
- It answers from what your business provided: the training sections, the uploaded files, and the products of a connected store or catalogue as described in Products.
- It does not invent information or prices, and it does not answer questions outside your business.
- When nothing you provided covers a question, it follows your choice under When your AI isn't sure in Settings: it asks the customer one focused question, or says plainly that it does not have that detail and offers what it does have, or passes the conversation to your team.
- It does not promise a customer that someone will contact them unless the conversation is really being passed to your team.
- When a customer asks to speak to a person, it hands the conversation over: automatic replies stop for that conversation and it waits for a human reply in the Inbox.
- For the topics written under Never Guess These, its instructions are to say it needs to check instead of answering.
The Training screen has no test chat. To check what the AI says, send a message to your connected number or page from another account and read the reply in the Inbox. A saved section is used from the next new conversation.
The way the AI talks, its dialect and how it hands over to a human are set in AI assistant settings. Every reply the AI sends uses messages from your plan, as explained in billing and plans.
Common questions about training the AI
Do I need to upload files to train the AI in Scale?
No. The nine sections you type in are the main way to train and need no file. Files are optional, for businesses that already have documents.
Why is a section marked Thin?
The saved text is too short for the AI to answer details from. Add numbers and specifics; until then the section counts for half its weight.
A section does not apply to my business. Will it lower my score?
Not if you open the section and click This does not apply to us. The section then leaves the calculation and is not counted against you.
Why did my file upload fail?
The causes are a file type that is not accepted, a size above the allowed limit, a file with no readable text, or reaching the limit of 5 files. The reason is shown in the message or in the Content column.
Does the AI start using the weekly learning report automatically?
No. The report waits until you click Approve & apply, and if you click Reject nothing from it is applied.
Can my team members edit the training?
No. The Training screen is available to the account owner only and is not shown to team members.
Why is the Product media tab empty?
Products are detected from uploaded files. Upload a file in General files, then click Re-read my files; if products were detected but none is suggested, click Manage product media to list them all.