Simulation Templates

Simulation Templates let you define reusable test scenarios and caller personas that can be imported when creating simulations. Templates are organization-wide and save time when the same patterns apply across multiple agents. Navigate to Settings > QA & Testing > Simulation Templates to manage your templates.

The first tab manages reusable scenario definitions. Each template captures the core of a simulation without agent-specific details.

Creating a Template

Click Create Simulation Template to open the editor:

Template Name - A descriptive name (e.g., “Customer Support - Billing Issues”). Max 100 characters.
Intent Goal - What the conversation should accomplish. Be specific about the desired outcome.
Success Criteria - How to measure success, with one criterion per line.

Using Templates

When creating a simulation on an agent’s Simulations tab, click Import from Template to browse available templates. Selecting a template pre-fills the simulation name, intent goal, and success criteria. You can edit all fields after import. Templates are copied into the simulation at creation time. Editing a template later does not affect simulations that already imported it.

Persona Templates

The second tab manages reusable caller profiles that simulate different user types.

Creating a Persona

Click Create Custom Persona to open the editor:

Persona Name - A descriptive name (e.g., “Frustrated Customer”). Max 100 characters.
Description - Background and situation for this caller. Max 500 characters.
Personality Traits - Comma-separated traits (e.g., “impatient, analytical, budget-conscious”).
Communication Style - How this persona communicates. Options: direct, polite, casual, formal, aggressive, patient, or technical.

Using Personas

When creating or editing an agent simulation, click Import from Template under the Personas section to browse persona templates. Click a persona to add it to the simulation. Multiple personas can be added to test how your agent handles different caller types. Like simulation templates, personas are copied at import time.

Security Templates

Three pre-built security templates are available when creating simulations on an agent’s Simulations tab via Import from Template:

Self-Harm Prevention - Tests recognition and response to self-harm indicators
Prompt Injection Defense - Tests resistance to prompt injection and role manipulation
Conversation Divergence Control - Tests ability to keep conversations on-topic

Security templates appear in the import modal under a separate Security section and are not managed on this page.

Managing Templates

Both simulation and persona templates support:

Clone - Duplicate a template to create a variation
Edit - Modify any field on an existing template
Delete - Remove a template (does not affect simulations that already imported it)