> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zeroruntime.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Personas

> Define who the simulated caller is, how they behave, and the language they speak.

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](https://cdn.zeroruntime.ai/zrt/docs-resource/agent-builder/personas-tab.png)

## Default personas

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

| Persona | Behaviour |
| - | - |
| **Calm customer** | Polite and patient. Answers questions directly and follows the agent's lead. |
| **Angry customer** | Upset before the call starts. Interrupts, raises their voice, and asks for a real person. |
| **Impatient customer** | In a hurry. Gives short answers, pushes the agent to skip steps, and hangs up on long explanations. |
| **Confused customer** | Unsure what they need. Misunderstands questions and asks for things to be explained again. |

## 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](https://cdn.zeroruntime.ai/zrt/docs-resource/agent-builder/add-persona.png)

| Field | Required | What to enter |
| - | - | - |
| **Persona name** | Yes | A short name, for example *Elderly customer*. |
| **How does this caller behave?** | Yes | How they talk, react, and what they push for. The caller acts this way for the whole conversation. Up to 4000 characters. |
| **Language** | Yes | The language the caller uses throughout the conversation: English, Hindi, Spanish, French, German, Portuguese, Italian, Japanese, or Arabic. |

Select **Add persona** to save it. Custom personas have the type **Custom**.

> [!TIP]
>
> 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.

## 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.

> [!NOTE]
>
> 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.


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