Roleplay troubleshooting

The AI agent is not responding

If the agent stops responding mid-call or never responds at all:

• Check your internet connection. Voice-based roleplay requires a stable connection — if it drops, the agent will pause.
• Refresh the page and rejoin the session. The session may still be recoverable.
• Check if your microphone is enabled in your browser. Go to your browser settings and confirm Outdoo has microphone access.
• If the agent stops responding consistently in a specific scenario, the agent configuration may have an issue. Ask your admin to review the agent's prompt and persona settings.

Audio quality is poor or the agent cannot hear me

• Make sure you are using a headset or a quiet environment. Background noise significantly affects how the AI interprets what you say.
• Check your browser's audio input device settings — your microphone may be set to the wrong device.
• Avoid speaking too quickly. The voice processing works best at a natural speaking pace.
• If live captions are available during your roleplay, enable them to confirm the AI is receiving your audio correctly. If what you say is not appearing in the captions, the microphone is the issue.

My scorecard is not appearing after the roleplay

If the call ended but there is no scorecard:

• Wait 2–3 minutes. Scoring runs after the session ends and may take a moment.
• Refresh the page. The scorecard may have generated but not displayed.
• Check that a scorecard is actually assigned to this agent. Go to the agent settings and confirm a scorecard is linked. If no scorecard is assigned, no score will be generated.
• If this happens on every call with a specific agent, ask your admin to verify the scorecard configuration.

The roleplay call ended too quickly

If the agent ends the call abruptly:

• Check the agent's call length settings. There may be a maximum duration configured.
• The agent may be set to end the call if certain conditions are met — for example, if the rep attempts to close and the buyer agrees. Review the agent's end-call logic with your admin.
• If the session ends before you complete your practice, you can rejoin or restart.

The video avatar is not loading

For video avatar agents:

• Confirm your browser supports WebRTC. Chrome and Edge generally work best. Firefox may have limitations.
• Check that you have allowed camera access in your browser settings.
• Try disabling any VPN. VPNs sometimes block the real-time video connection.
• If the avatar loads but freezes during the call, it is usually a bandwidth issue. Close other browser tabs and pause any large downloads.

My roleplay results are not showing in the coaching dashboard

• Results appear in the coaching dashboard once scoring is complete — allow a few minutes after the session ends.
• Check that you are logged in as the right user. Results are attached to the account that ran the session.
• If you are a manager looking for a rep's results, confirm that rep is in your team hierarchy in Settings > Team Management.

The agent is not behaving the way the scenario describes

If the AI is not following the persona or scenario correctly:

• Review the agent's prompt with your admin. Vague prompts produce inconsistent behavior. Specific persona descriptions, explicit objection instructions, and scenario context all help.
• Check if the scenario has been assigned to the agent. Scenarios without an assignment do not influence the agent's behavior.
• See How to write better prompts for guidance on improving agent consistency.

If none of the above resolves your issue, contact us at support@outdoo.ai with the agent name, the date of the session, and a description of what happened.