Help Center/Getting Started
Guide

Getting Started with OpsScaleIQ

From zero to your first resolved task in under 30 minutes.

01

Create your organization

After signing up, OpsScaleIQ will prompt you to create your organization. Give it the name of your business group (e.g. "Darshils Restaurant Group"). This is the top-level container for all your locations.

  • You can rename your organization any time in Settings → General
  • Your plan tier (Lite, Essential, Growth, Enterprise) is set at the organization level
02

Add your first location

Go to Locations → Add Location. Each physical venue or unit is a location. Give it a name, address, and (optionally) link it to a Brand Group.

  • Lite plans support up to 1 location; Essential/Growth/Enterprise support more
  • You can import multiple locations at once via CSV on the Tools page
03

Connect review platforms

Go to Settings → Integrations. Connect Google Business Profile via OAuth (required for direct reply posting). Yelp and TripAdvisor can also be connected. Reviews are pulled automatically every few hours.

  • Google connection enables "Post to Google" directly from the Reviews dashboard
  • You need to be a Manager or Owner on the GBP account to connect
  • Connection tokens are encrypted with AES-256-GCM at rest
04

Let AI Triage process your reviews

Once reviews start flowing in, the AI Failure Triage Engine automatically categorizes them, assigns severity (Standard / Elevated / Critical), extracts key phrases, and creates tasks for anything that indicates an operational failure.

  • AI triage runs as a background queue worker — no action needed from you
  • Critical alerts (severity 3) trigger an immediate email notification
  • You can see all triage results in the Reviews dashboard
05

Resolve tasks and close the loop

Go to Tasks or the daily Checklist view. Each task has a before/after photo proof workflow, resolution notes, and escalation capabilities. Resolving a task updates the ERR (Experience Recovery Rate) in Analytics.

  • Upload a "Before" photo when you start a task, "After" when it is done
  • You will be warned if you try to resolve without an after photo
  • Escalated tasks are prioritized at the top of both Tasks and Checklist views
06

Invite your team

Go to Settings → Team. Invite managers and staff by email. Choose from four roles: Owner, Manager, Regional, or Auditor. Each role has different access levels.

  • Owners have full billing and team management access
  • Regional role is read-only across multiple locations — ideal for regional directors
  • Seat limits apply per plan: Lite includes 2 seats, Essential 5, Growth 30
  • Extra seats can be purchased at $15/seat/month in Settings → Team
07

(Optional) Enable Auto-Pilot

On Growth and Enterprise plans, go to Settings → AI and enable Auto-Pilot to automatically publish AI-drafted responses for your top-rated reviews (4★/5★). Perfect for low-risk reviews that don't need manual review.

  • Auto-Pilot only applies to reviews meeting your configured star threshold
  • Reviews with Severity 1/2 flags or CCPA flags are always excluded from Auto-Pilot
  • You can toggle Auto-Pilot off at any time from Settings → AI

What to read next

Connecting Review Platforms

OAuth flows for Google, Yelp, TripAdvisor

Understanding AI Triage

How failures are detected, scored, and assigned

Auto-Pilot Responses

Automate responses to top-rated reviews

SMS Campaigns

Send review request texts to customers

Team & Seats

Roles, invites, and seat add-ons

Plan & Billing FAQ

Upgrades, seats, and invoices explained

Still stuck? Submit a support ticket →