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A persona defines the caller’s identity, personality, language, speech mode, models, voice, and background sound. The test describes the situation. Reuse a persona across tests when you want the same kind of caller in different situations.

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Persona and scenario

The persona describes who the caller is. The scenario describes what they want in one conversation. For example, “Caller in a hurry” can ask to book, reschedule, or cancel an appointment in different tests.

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Personas in a run

Each test selects one or more personas. A test with two personas creates two simulations per run. A run saves the selected persona version and settings, so its evidence stays tied to the caller that took part.

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Use, create, or clone a persona

Saved built-in and custom personas are read-only. You can use a built-in with its defaults, create a custom persona, or clone any persona with changes. The clone is a new custom persona, and the source stays unchanged. Add a persona explains each path and how to delete a custom persona that you no longer want to use.