Practice with roleplay sessions and scenarios

Roleplay lets you practice a sales conversation by voice against a persona, then get a written evaluation of how you did. You run individual practice in Roleplay Training, and you build and assign reusable practice setups in Roleplay Scenarios. Both live under Agents in the left navigation.

Use Roleplay Training when you want to rehearse a call yourself. Use Roleplay Scenarios when you are setting up practice for a team and want to invite people, set a frequency, and track who has completed their attempts.

Before you start

Creating scenarios and opening the Report is available only to full members. People on a read-only seat can open sessions that already exist but cannot create a new session. The Participant filter and column appear only for administrators.
A scenario must be valid before you can run a Test session. If it is missing required setup, the workspace shows “Scenario is not valid for test session” and returns you to the scenario.
A roleplay needs a microphone. The session runs as a live voice conversation.

Steps: run a Roleplay Training session

In the left navigation, open Agents, then go to Roleplay Training. The table lists existing sessions with Name, Attempts, Status (To do or Completed), Deadline, Scenario Type, Persona used, Created by, and Date created.
Select New session (top right). The Create Roleplay Session dialog opens as a four-step form.
On the Details step, fill in Name, pick a Scenario Type, and optionally add Scenario tuning - free-text guidance such as tone, specific questions to raise, or extra knowledge about the company or product. Select Continue.
On the Persona mapping step, choose an Ecosystem, Vertical, and Persona, and optionally paste a LinkedIn URL so the persona is grounded in a real profile. This step is skipped when the session is started from a contact that already carries persona details. Select Continue.
On the Personality step, set how the persona behaves: Personality trait, Emotional state, Communication style, Decision making process, and Voice character. Each option shows a short description of what it does. Select Continue.
On the Evaluation Instructions step, optionally choose an Evaluation template and add Evaluation Instructions that tell the workspace what to assess. Select Start.
The session opens. While it sets up it shows “Initializing…” and notes it might take up to 3 minutes or more. When it is ready, the live conversation begins.
During the session, use the play/pause control to Pause or Continue speaking, and watch the elapsed time. The status chip reads In session, Connecting…, or Paused.
Select the stop control to end the session. The End session? dialog asks you to confirm with Yes, end.

Practice from a contact

On a contact’s detail page, open the Roleplay tab and select Create Roleplay. This opens the same Create Roleplay Session dialog pre-filled from that contact, so you can rehearse a conversation with that specific person. The tab also lists every roleplay tied to the contact, with the same Attempts, Status, and Deadline columns.

Restart, review, and delete

Restart: if a session ends with an error, the workspace shows “There was an issue with the roleplay.” The session owner sees a Restart roleplay button to try again.
Review attempts: select a session row to open Session history. Each attempt shows its number, status (Evaluating or Completed), the date, and the Number of Interactions. Select an attempt to open its review.
Start new: from Session history, the owner can select Start new to run the session again. Each run is recorded as a new attempt.
Delete: if you have permission to delete the session, a trash control appears in the live session view. The Delete chat? dialog warns that this is permanent and removes the chat and its messages.

Steps: build and manage a Roleplay Scenario

Open Agents, then go to Roleplay Scenarios. The table lists scenarios with Name, Scenario Type, Persona used, Participants, Frequency, Created by, Tags, and Date created.
Select New scenario. The Create Roleplay Scenario dialog opens as a six-step form: Details, Persona mapping, Personality, Evaluation Instructions, Instruction/frequency, and Participants.
Work through Details, Persona mapping, Personality, and Evaluation Instructions the same way as a session.
On the Instruction/frequency step, set how many sessions per week you expect and add Instructions that will be shown to anyone joining the session.
On the Participants step, tick the team members you want to assign. Select Start to save the scenario.
To reuse an existing setup, open a scenario and select Duplicate, or select New scenario from a duplicated copy. This pre-fills a fresh Create Roleplay Scenario dialog from the original.

Open and edit a scenario

Select a scenario row to open it. The detail page shows tabs for Details, Persona Mapping, Personality, Evaluation, and Instruction/frequency, plus the Participants and Participation history panels. From the header you can:

Test session - start a one-off roleplay against this scenario so you can experience it yourself. The scenario must be valid first.
Duplicate - copy the scenario into a new one.
Edit - open the Edit scenario dialog (shown to people allowed to edit). It walks the same steps as creation.
Delete - remove the scenario (shown only to the person who created it). The Delete scenario? dialog asks you to confirm.

Manage tags

On the scenario list, select Add Tag in the Tags column to open Edit tags. Pick from existing tags or type a new one to create it, then select Update. Tags also show as chips under the scenario name on its detail page.

Invite testers and track participation

On a scenario’s detail page, in the Participants panel, select Invite Participants.
In the Invite participants dialog, tick the team members to add and select Invite. They are assigned the scenario.
To remove someone, select the trash control next to their name. The Remove participant from scenario? dialog confirms before unassigning.
The Participation history panel lists each participant’s sessions with Attempts, Status, Deadline, and Date created. Select a row to open Scenario attempts and drill into any attempt.

View the report

From the Roleplay Scenarios list, full members can select Report to open a usage dashboard scoped to your workspace.

What happens next

When you finish a session, the workspace generates a written evaluation. Open the attempt from Session history (or from Participation history / Scenario attempts for scenario-assigned sessions) to see two tabs: Evaluation and Transcript.

The Evaluation tab shows the assessment once it is ready. While it is being produced it reads “Generating results…” and can take up to 3 minutes or more. The status reads Evaluating until it switches to Completed.
The Transcript tab shows the full back-and-forth, numbering your turns.

A session’s status moves to Completed once it has at least one attempt; until then it stays To do. If a session has a deadline that has passed, it is flagged Overdue.