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A persona is who the simulated caller is and how they behave in every scenario. Pair one scenario with several personas to see how your agent handles the same request from a calm caller and an angry one. The Personas tab lists every persona with its behaviour, language, type, and how many conversations it has been used in.
Personas tab listing the default and custom personas with their behaviour, language, type badge, and usage count, and the Add Persona button

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Default personas

Every account starts with four default personas. They speak English. You can view them, but not edit or delete them.

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Add a persona

Select Add Persona on the Personas tab, or in the persona picker when you set up a simulation.
Add persona panel with fields for the persona name, how the caller behaves, and the language
Select Add persona to save it. Custom personas have the type Custom.
Describe behaviour you can observe in a conversation: “Speaks slowly, asks the agent to repeat numbers, and gets confused by menu options.” Avoid describing the outcome you expect from your agent. That belongs in the scenario’s criteria.

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Manage personas

Open a persona’s ⋮ menu:
  • View: see the persona’s details and where it’s been used: the number of conversations and runs, its pass rate, and its latest runs. Select View all runs to filter the Runs tab to runs that used this persona.
  • Edit: change any field. Not available for default personas.
  • Delete: remove it from future simulations. Not available for default personas.
Edits and deletes apply only to future simulations. Every run keeps a copy of the personas it used, so past results stay as they are.