WHAT the simulated user should do during the conversation.
Quickstart
Create a new scenario
From the sidebar, click Scenarios to view your existing scenarios. Click Add scenario to create a new scenario.
Add the label and description
Give a meaningful label to the scenario (e.g.crop insurance inquiry) and define the task or goal clearly.
Avoid defining personality traits in scenarios. Use
Personas to define
HOW the simulated user
behaves
Save the scenario
Click Add scenario to create the scenario.Best Practices
Writing Effective Scenarios
- Be specific: Include concrete details (order numbers, dates, amounts)
- Set clear objectives: What should the user aim to achieve?
- Include conversation flow hints: What questions should they ask?
- Add realistic context: Why is the user calling?
Scenarios vs Personas
| Aspect | Scenario | Persona |
|---|---|---|
| Focus | WHAT to do | WHO and HOW |
| Content | Task, goal, situation | Demographics, behavior |
| Example | ”Call to get a refund for order #123" | "A busy professional who speaks quickly” |
Scenario Complexity Levels
| Level | Description | Example |
|---|---|---|
| Simple | Single task, straightforward | ”Check account balance” |
| Medium | Multiple questions, some details | ”Inquire about insurance and ask about eligibility” |
| Complex | Edge cases, negotiations | ”Dispute a charge and escalate if unsatisfied” |