The Multi-Persona Role-Play feature allows trainees to practice complex, realistic conversations involving multiple AI personas within a single simulation. This enables richer training scenarios that mirror real-world environments, such as group discussions, multi-stakeholder sales calls, or customer interactions involving more than one representative.
This feature is available through the new template:
“Multi-Persona Role-Play [Beta]”
Note:
• The template fully supports the AI Assistant.
• Support for 3URLs functionality will be available soon.
• Animated avatars are not currently supported in this template.
• A Multi-Persona Role-Play can include up to 4 AI personas.
When Should You Use Multi-Persona Role-Plays?
Multi-Persona simulations unlock training scenarios that cannot be replicated in a single-persona role-play. Below are recommended use cases for both B2C and B2B environments.
B2C Use Cases
1. Customer Escalation Scenarios (Multiple Customers / Family Members / Influencers)
Situations where multiple customers participate in the conversation, for example:
A customer and a frustrated family member demanding escalation
A customer, plus an accompanying spouse/parent asking questions
A customer and a second “influencer” customer who impacts the decision
Training Benefits:
Teaches agents how to manage high-pressure interactions, navigate conflicting expectations, and maintain control of the conversation.
2. Multi-Customer Service or Retail Interactions
Examples:
Two customers shopping together, both interacting with the agent
A customer and a manager from their organization acting as a buyer + approver (B2C services like telecom, insurance, retail banking)
A customer plus a peer who challenges the agent during the interaction
Training Benefits:
Helps trainees practice:
Managing parallel questions
Handling competing priorities
Providing tailored responses to different customer personalities
3. Customer + Specialist Inquiry Scenarios
The AI personas simulate multiple customer voices such as:
A customer plus a technical friend advising them
A customer plus a compliance/financial decision-maker accompanying them
Training Benefits:
Prepares agents to handle coordinated inquiries and objections from multiple people at once.
B2B Use Cases
1. Multi-Stakeholder Customer Meetings
Perfect for B2B calls where multiple customer-side participants join the meeting, for example:
Champion + Economic Buyer + Technical Buyer
Procurement + IT + Business Owner
Project Manager + End User + Security Reviewer
Training Benefits:
Teaches reps how to:
Navigate differing stakeholder priorities
Adjust communication style for each persona
Manage group dynamics and maintain control of the meeting
2. Objection Handling Across Multiple Customer Personas
Examples:
A technical buyer raising concerns
A financial buyer questioning price
A business buyer asking about outcomes
Training Benefits:
Helps the trainee practice responding to layered objections and aligning multiple stakeholders toward a decision.
3. Customer Kickoff or Implementation Conversations
The trainee acts as the CSM or onboarding rep speaking with:
A customer project manager
A customer technical lead
A customer executive sponsor
Training Benefits:
Simulates real multi-person onboarding calls where customers have different expectations and levels of knowledge.
How to Create a Multi-Persona Role-Play
Follow the steps below to build a simulation with multiple personas.
Step 1: Select the Template
Navigate to Course Structure → Add Task.
Choose Role-Play.
Select the template:
“Multi-Persona Role-Play [Beta]”
Step 2: Use the AI Assistant to Build Your Scenario
The AI Assistant is fully supported in this template and is required to create the foundation of the multi-persona simulation.
The AI Assistant will guide you through:
Defining the scenario
Setting the context for each persona
Structuring the conversation flow
Ensuring the right personas participate at the right times
Persona limit: Up to 4 AI personas per simulation.
Step 3: Edit Personas and Role-Play Details
After completing the AI Assistant workflow:
You will be taken to the editor.
Here you can:
Edit the persona descriptions
Adjust the dialogue guidelines
Refine scenario requirements
Select which persona opens the conversation
Modify roles, tone of voice, goals, and constraints
This allows full control over how each persona behaves and interacts during the simulation.
Key Notes
Multi-Persona Role-Play currently does not support animated avatars.
You can combine personas from different roles, industries, and tones to create highly realistic conversations.
Support for 3URLs will be added soon (expected in ~2 weeks).