Create personas

A custom persona lives in your workspace, and any scenario can draw on it.

Creating custom personas

Under Simulate in the sidebar, open Personas and click Create persona.

The Personas page is the pool your scenarios draw from

Choose voice or chat

Pick the channel. A persona is typed at creation and the type never changes: when you later build a voice simulation, only voice personas are offered, and the same goes for chat.

Voice or chat, fixed at creation

Describe the customer

Basic Information takes a name and a one-line description, both required. The description steers the simulator more than any single trait, so make it concrete: “a customer who is angry about the product” beats “difficult customer”. Below them sit the optional demographics: gender, age range, location, and profession.

Behavioural Settings shapes how that customer comes across: personality traits like impatient and direct or cautious and skeptical, a communication style, and on a voice persona the accent. Anything you leave unset falls back to a default.

Basic Information and Behavioural Settings are the two panels of the form

Tune the conversation

How the persona holds a conversation depends on its type.

Voice settings

Conversation Settings on a voice persona controls the mechanics of the call:

• Multilingual and language: the language the persona speaks, and whether it switches between several during the call
• Conversation speed: how fast it talks, from 0.5x to 1.5x
• Background noise: play real-world noise behind the customer, to test how your agent copes with an imperfect line
• Finished Speaking Sensitivity, 1 to 10: how quickly it starts talking after your agent pauses; at 10 it jumps in after the shortest pause
• Interrupt Sensitivity, 1 to 10: how easily it stops talking when your agent speaks over it; at 1 it doesn’t respond to interruptions at all

The Conversation Settings panel of a voice persona

Chat settings

A chat persona swaps the call mechanics for writing style:

• Tone: formal, neutral, or casual
• Verbosity: brief, balanced, or detailed replies
• Regional Mix: how much local phrasing colours the writing, from none to heavy
• Slang Level: from none to heavy
• Typo Level: how often typos slip into the messages, from none to frequent
• Punctuation Style: clean, minimal, expressive, or erratic
• Emoji Frequency: from never to heavy

Every one has a default, so here too you only set what matters to the test.

The Chat Settings panel of a chat persona

Custom properties and instructions

Add custom properties takes key-value pairs you name yourself, like insurance_type: renters, and they travel with the persona into every scenario row generated from it. Additional instructions is free-form guidance the simulator always follows, like “ask for a supervisor after the first objection”. Both are optional: when the built-in fields already cover your customer, skip straight to Save.

Custom properties and additional instructions on the create form

Save and find it under Custom

Click Save. The persona lands under the Custom tab of the Personas list, and from here it works exactly like a built-in one: you attach it when you create a scenario, and the scenario carries it into every run. To adjust it later, open it again from the edit icon on its row; only your personas carry one, built-in personas can’t be edited.

Your personas, ready for any scenario in the workspace

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