Role-play

Table of Content

Table of Content

Table of Content

Role-Play Creation

The self-authoring tool in TrainHQ empowers you to create bespoke, high-quality role-plays in minutes. Create scenarios that assess conversations, computer vision, or both. Our team is here to help you fine-tune the details if needed.

Getting Started

Click Create role-play to begin.

Choose Your Role-Play Format

Select between Audio only and Share screen:

  • Audio only: Evaluates only the audio a learner submits

  • Share screen: Assesses conversation and on-screen activity

Basic Setup

  1. Give your role-play a Title. For example, "Discovery Call with [Customer name]"

  1. Add a Description to provide context about the role-play's focus and help learners understand what to expect

Select Role-Play Type

Choose between Self-paced and Real-time:

  • Self-paced: Allows learners to pause and think before submitting each response

  • Real-time: Creates a single continuous flow that mimics a real-life phone call

Configure Real-Time Settings

If you selected Real-time:

  1. Set the End silence time limit to 2000ms (2 seconds) for optimal conversation pace. This determines how long the bot waits before responding (customizable based on your needs)

  1. Leave the Start talking limit at 10,000

Configure Practice Mode Options

For all role-play types, you can control challenge visibility:

  • Use the "Challenges sidebar in practice mode" toggle to show or hide challenges on the left-hand side during the role-play

Note: This feature provides extra scaffolding—turning it off increases difficulty for learners

Leave the remaining engine settings at their default values and click Confirm.

Set Up the Conversation

  1. Choose the type of conversation for the role-play

Note: If you choose "Other," be sure to add plenty of background details to keep the role-play realistic. Reach out to our team anytime if you need extra guidance.

  1. Provide a general backstory that explains how the conversation came about. A prompt will guide you through creating your backstory.

Define the Learner's Role

Enter the learner's role/title and company. This is who will be taking the role-play—for example, if you're training AEs, enter "Account Executive" and your organization's name.

When finished, click Continue in the bottom right corner to move to the Bot tab.

 

Create the Bot Persona

Click Configure to get started. The bot represents the customer your learners will role-play with—typically an ideal prospect or client.

  1. Give the bot a name and title

  1. Choose a personality type that determines how the bot communicates with learners

  1. Choose a speaking style to determine how elaborate the bot's responses will be

Customize Bot Appearance

Navigate to the Avatar tab.

Select an avatar for your bot.

Click Save when finished.

Select Bot Voice

  1. Go to the Voice tab

  1. Click on the dropdown menu on the right

The first six voices in the list are optimized for the best performance and clarity.

  1. Choose a voice for your bot

  1. Click Play to preview the voice

When finished with bot configuration, click Save.

Add Bot Background Information

Enrich the bot persona by providing:

  • Professional background

  • Personal interests

  • Hobbies

  • Any additional information that enhances the bot's character

Add Company Details

Provide the following information about the bot's company:

  • Company name

  • Company size

  • Annual revenue

  • Headquarters location

  • Additional company information (optional). A prompt will guide you through creating the company backstory.

When finished, click Continue in the bottom right corner to move to the Conversation tab.

Add Layers to the Conversation (Optional)

Use this section to make the role-play more challenging. Have the bot hold back important information, revealing it only when learners ask the right questions. The information can be, for example, about "Pain points".

  1. Click the Enable Contextual Information toggle

  1. Click Add a topic

  1. Choose a general topic the bot will have additional information about (not initially available to the learner)

  1. Click Add a fact to provide specific information

In the fact field, specify what information the bot will reveal and when. For example:

  • "Tracking warehouse capacity for new clients is difficult, revealed when the learner asks about operational challenges."

To add another fact to the same topic, click Add a fact again.

Add as much or as little information as needed.

To edit or remove a fact, click the three dots next to it.

Click Save when finished.

Repeat this process for additional topics by clicking Add a topic again.

After adding all your topics, click Continue in the bottom right corner to go to the Scorecard tab.

How to Create a Scorecard

In the Scorecard tab, select between two options:

  • Generate challenges: The system creates a scorecard based on the information you've provided thus far

  • Write custom: You create your own scorecard (goals + objections)

Let’s start with writing your custom scorecard.

Write Custom Scorecard

To Create a Goal:

  1. Click Add a challenge

  1. Provide a Challenge title (keep it concise to avoid visual overload. For example, "Introduction")

  1. Select Goal as the challenge type

  1. Click Add a step to provide the condition/requirement for this challenge

  1. Define the conditions required to complete this goal. Add each requirement by clicking Add a step.

  1. Click the three dots to edit a condition, remove it, or adjust points assigned

  1. Click the plus icon to increase point values

Click Save when finished setting up the goal.

Repeat this process to add more goals by clicking Add a challenge.

To Create an Objection:

  1. Click Add a challenge

  1. In the challenge title box, describe the objection

  1. Select Objection as the challenge type

  1. Provide context on what triggers the bot to raise this objection

  1. In the final box, provide the objection handling method

  1. Add multiple steps/conditions if the objection handling method has several requirements

Click Save when finished setting up the objection.

Test and Publish Your Role-Play

Click Start testing in the lower right corner to test your role-play.

If you're satisfied with how testing went, your role-play is complete and ready to Publish.

Auto-Generate Scorecard

If you selected Generate challenges to create your scorecard, a pop-up window will ask you to confirm that you want the system to generate challenges automatically.

The system will create a list of challenges based on the information you provided.

Review Generated Challenges

Click on any challenge to view its conditions and requirements.

Edit Your Scorecard

Whether you created custom challenges or generated them automatically, you can refine your scorecard:

  • Edit or remove each condition

  • Adjust point values (the system automatically assigns 1 point per condition, but you can change this by clicking "assign points")

  • Add conditions by clicking Add step

  • Reorder challenges by clicking and dragging them

  • Add new challenges by clicking Add a challenge

Test and Publish Your Role-Play

Click Start testing in the lower right corner to test your role-play.

If you're satisfied with the results, your role-play is ready to Publish.