Summary
This feature allows role-plays to be personalized based on account-specific context provided via up to three URLs. These typically represent the seller’s company, the buyer/prospect, and a competitor. The goal is to make simulations feel more relevant and realistic — increasing engagement and improving skill transfer.
Originally built for a trainee-facing experience, the feature is now editor-configurable with a dedicated UI that offers more control and flexibility.
What This Is
A configuration option that allows editors to define dynamic role-play inputs via:
Up to 3 URLs (Seller, Buyer, Competitor)
Free-text fields for additional context:
Background Info
Prospect Concerns
Scenario Context
The AI uses this input to personalize the simulation with real-world terminology, goals, objections, and references from the provided URLs or text fields.
Who Is It For
Trainees
Individuals practicing for real-life customer conversations, industry-specific scenarios, or competitive selling. This setup allows them to rehearse in a way that mirrors their actual pipeline or accounts.
Content Editors / Enablement Teams
Teams responsible for building scalable training content. Instead of creating dozens of scenario variants, they can build one flexible template and allow trainees to input the relevant data.
Customer Success / Admins
Those managing multiple accounts or partner orgs. The feature enables reusable role-play templates that can be easily configured per customer, course, or cohort.
Resellers, BPOs, and Large-Scale Training Programs
Organizations training at scale across multiple clients or brands. Editors can:
Set consistent evaluation criteria
Lock down critical business context (URLs, objections, personas)
Let trainees handle the personalization per use case
This model empowers decentralized or distributed teams to run relevant training without needing constant editor involvement — making it ideal for multi-brand environments or franchise-style deployments.
Editor Experience
Template Selection
Choose a “Trainee Personalizable Role-Play” template to get started.
Predefined Links for Role-Play
For the personalizable fields (3 URLs + optional context fields), editors can choose:
Enabled: Predefined by the editor and not editable by the trainee
Disabled: Blank for the trainee to fill in during the session
Preview Option
Editors can see what trainees will experience in the session, allowing them to make better setup decisions.
Use Cases for Predefined Fields
Why would this be used by editors?
Specific scenario training for a key account
Ensuring consistency across a cohort
Avoiding inappropriate or irrelevant trainee input
Editors can predefine any field out of the available options.
Any value used by the editor will not be editable for the trainee during the session.
Example of editor predefined fields setup
And this is what the trainee will see for the example above (company’s website is predefined and locked):
Trainee Experience
Pre-Role-Play Prompt
Before starting the role-play, trainees are prompted to fill in the editable fields:
“Your company’s website” is the only mandatory field.
Predefined Fields
Trainees will see them as read-only and cannot change them.
AI-Powered
The AI will adapt the persona’s knowledge, tone, and behavior to reflect the provided inputs. Examples:
Referencing the buyer’s public goals or use cases
Handling objections specific to a competitor’s known claims
Mentioning real product details pulled from the seller’s website
Value Proposition
Ultra-Relevant Practice
Trainees rehearse scenarios that reflect real customer conversations using actual companies, industries, and competitors. This improves preparation and real-world readiness.
Personalized at Scale
One flexible role-play template can support many different contexts. Editors can lock key fields (such as evaluation criteria or prospect info) while leaving others open for trainee input. This significantly reduces the need to duplicate content.
Higher Engagement and Skill Retention
Trainees are more engaged when the conversation mirrors their real pipeline. This leads to more focused practice and better skill development over time.
Reusability Across Use Cases
The same role-play template can be reused for multiple scenarios — onboarding, practice, or team-specific exercises — simply by changing the contextual inputs. This helps both editors and trainees maximize value with minimal setup.
Enterprise and Reseller Fit
Ideal for BPOs, training providers, and large organizations:
Set up consistent evaluation criteria across accounts
Lock in important context while giving flexibility to end users
Scale training across brands or teams without duplicating work
Lower Maintenance, Higher ROI
Fewer templates to maintain. Faster onboarding of new accounts or verticals. More relevant simulations for trainees. All while keeping control with the content team.
Limitations
This role-play type is not supported for creation by the AI Assistant.
Not all public websites contain usable data for personalization. Encourage users to choose pages with clear value propositions or product content.
Predefined vs. editable status is per field, not per user (no branching logic currently).