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Create a Role Play Training (for Admins)

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Written by Eric Seyoung Jang
Watch: Create a role play training (about 1 minute)

In this help doc

Role Play lets your team practice real conversations with an AI avatar that plays a customer. This doc shows admins how to write a scenario, publish it, assign it to learners, and check the results.

Write a scenario

To write a scenario:

  1. In Interactive Avatar, click Scenarios under Role Play in the left menu, then click Create scenario.

  2. Under What situation do you want to practice?, describe the situation in one line, or pick an example such as Customer complaint. To start from your company documents, choose Build from KB documents.

  3. Optionally, open More settings (optional) to set the Field, Language, Unexpected questions, and a Knowledge Base.

  4. Click Write a draft. A full draft of the scenario is written for you.

Describing the situation and writing a draft

Note: Without a knowledge base, the customer answers from the script. The Knowledge Base list in More settings shows each knowledge base with its number of documents and characters.

Review and publish

The draft is laid out as a table that you can edit before you save:

  • Title, Field, and Situation: what the practice is about. If the situation looks close to a field, you can click Rewrite with the suggested field.

  • Script: the lines a learner reads at the beginner level.

  • Must-say items and Forbidden expressions: what the learner should and shouldn't say.

  • Unexpected questions: questions the customer asks at the advanced level.

  • Avatar and Model: who plays the customer, and the model used for the customer's replies at the advanced level.

  • Levels: Beginner, Intermediate, and Advanced.

  • Result settings: Pass score (learners pass at this score or higher) and Retries (for example, Unlimited attempts).

Editing the title and scrolling through the draft

To publish:

  1. To assign the scenario to every learner right away, check Assign to every learner right after saving.

  2. Click Save and publish. The Scenario created message appears.

  3. Click Back to list to return to Scenarios, or Assign to me and practise now to try it yourself as a learner.

Saving and publishing the scenario, then going back to the list

Assign it to learners

To assign a published scenario:

  1. On the Scenarios page, click Manage and choose Assign.

  2. Click the scenario card to turn it on. Turning a card on assigns it to every learner immediately.

  3. Click Done assigning.

Opening Manage, choosing Assign, and turning on the scenario card

💡 Tip: The Manage menu also has Invite members, to invite learners to your workspace, and Delete scenarios.

Check results and settings

To see how learners are doing, click Results in the left menu. It shows Completion, Average score, Practice sessions, and Active learners. You can also click View results on a scenario card.

To change defaults for your team, click Role Play settings:

  • Auto-assign on join: New members get these scenarios when they join.

  • Members and Usage: your learners, learner seats, and advanced conversation minutes.

Opening Results and Role Play settings, then Auto-assign on join and Usage

Note: Only advanced practice uses conversation minutes.

FAQ

Can I try a scenario before my team does?
Yes. After you save, click Assign to me and practise now. You can also try the sample scenarios on the Scenarios page with Practice this sample.

What happens when I delete a scenario?
Its assignments and everyone's practice records are deleted with it, and this can't be undone.

Do learners have to reach a pass score?
Only if Pass score is on. Turn it off to show the score only.

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