Create an In-Person Roleplay Agent

Here is the step by step guide:

1. Go to Roleplay → Agents → Create (or edit an existing agent).
2. In Roleplay Format (or equivalent), find Call Type.
3. Select In Person (or “In-Person”).
   • This sets the channel to In-Person so the scenario is treated as a face-to-face context.
4. Configure the rest of the agent for in-person use:
   • Roleplay type — e.g., Discovery, Cold Call, Custom.
   • Scenario — Choose or write a scenario that fits in-person (e.g., “Retail walk-in,” “Branch consultation,” “Site visit”).
   • Instructions to rep — Describe the in-person setting (e.g., “You’re meeting the prospect at their office. Use a firm handshake and maintain eye contact. Read their body language.”).
5. Scorecard — Attach the scorecard used to evaluate the in-person conversation. If you later add or use a gatekeeper phase, attach a separate scorecard for the gatekeeper; the two scorecards must be different.
6. Background Environment (optional) — If the agent has a gatekeeper, background noise applies to the gatekeeper segment. Otherwise it applies to the main agent/in-person context as per product behavior.
7. Save as draft or Publish. The agent will be available for practice (e.g., from Try it or from Roleplay / Courses).

How to run an In-Person roleplay (rep experience)

1. From Roleplay (or Library / Courses), select an agent that uses In Person as the call type.
2. Start the session (e.g., Try it or Start roleplay). The session runs as a voice roleplay (same interface as Call mode).
3. Treat the conversation as in-person: Use the scenario and instructions to imagine you’re face-to-face—pace your speech, leave natural pauses, and respond as you would in a real meeting.
4. After the call, review feedback and scores. If the setup has two phases (e.g., gatekeeper + in-person), you may see separate scorecards for each phase.

Separate scorecards and background noise

Two phases (e.g., gatekeeper + in-person):

• Use one scorecard for the gatekeeper phase and a different scorecard for the in-person phase.
• Background noise is applied to the gatekeeper part of the flow (e.g., reception ambience).
• Configure this when the agent supports a gatekeeper (e.g., in Call type Call only with gatekeeper enabled). For In-Person-only agents, use the single in-person scorecard.

Single in-person phase:

• One scorecard evaluates the in-person conversation.
• Background noise (if set) applies to the main agent or in-person context as per the product.

Best practices for In-Person scenarios

• Instructions to rep: Clearly describe the setting (e.g., store, branch, property, client office) and any physical context (e.g., “Customer is at the counter,” “You’re in the conference room”).
• Scenario name/description: Use labels that signal in-person (e.g., “Retail walk-in,” “In-branch consultation,” “Site visit – closing”).
• Scorecard: Include criteria that reflect in-person skills where possible (e.g., clarity, pacing, objection handling, next steps)—so feedback aligns with face-to-face performance.