Create an In-Person Roleplay Agent

Step-by-step guide

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

How to run an In-Person roleplay

• From Roleplay (or Library or Courses), select an agent that uses In Person as the call type.
• Start the session using Try it or Start roleplay. The session runs as a voice roleplay using the same interface as Call mode.
• 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.
• After the call, review feedback and scores. If the setup has two phases such as gatekeeper followed by in-person, you may see separate scorecards for each phase.

Separate scorecards and background noise

Two phases (for example, gatekeeper followed by 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, for example, reception ambience.
• Configure this when the agent supports a gatekeeper in Call type with gatekeeper enabled. For In-Person-only agents, use a single in-person scorecard.

Single in-person phase:

• One scorecard evaluates the in-person conversation.
• Background noise, if set, applies to the main in-person context.

Best practices for in-person scenarios

• Instructions to rep: clearly describe the setting such as store, branch, property, or client office, and any physical context such as "Customer is at the counter" or "You're in the conference room."
• Scenario name or description: use labels that signal in-person, for example, "Retail walk-in," "In-branch consultation," or "Site visit, closing."
• Scorecard: include criteria that reflect in-person skills where possible, such as clarity, pacing, objection handling, and next steps, so feedback aligns with face-to-face performance.

Related articles

• Intro to In-Person Roleplay Agents
• In-person roleplay — how scoring works
• Create a Gatekeeper to a Roleplay