Overview
AI Roleplays let reps practice sales conversations with an AI buyer, then get feedback from Dock AI based on a scorecard. This article walks admins through setting up roleplay scenarios and the building blocks behind them: personas, scorecards, and company background.
Accessing Roleplay Settings
Step 1: Click Practice under Learning in the left nav.
Step 2: Click Settings in the top right.
You'll be taken to the Roleplays settings by default:
Roleplay settings are organized into four tabs:
Tab | What it's for |
Scenarios | The calls reps practice. Each scenario combines a call setup, a persona, challenges, and a scorecard. |
Personas | A reusable library of AI buyers you can assign to scenarios. |
Scorecards | The rubrics Dock AI uses to grade each call. |
Settings | Options for the live call experience. |
Have you filled out your Company Context section in your overall Dock AI settings? We highly recommend doing so as this will feed into the context the AI roleplay uses.
Creating a Scenario
Step 1: In the Scenarios tab, click Create scenario.
Step 2: Choose how you'd like to start:
Create with AI: Build one from a real call transcript
Start from a template: Browse ready-made scenarios
Start from scratch: A blank scenario you configure yourself
Step 3: Work through the four setup steps below. You can jump between steps at any time using the Setup panel on the left.
Note: changes save automatically. Click Save and close to come back later, or Publish when the scenario is ready for reps.
Overview: set up the roleplay scenario
Name the scenario and describe the call the rep is walking into.
Scenario name: what reps will see when choosing a scenario
Call format: video call or audio only
Call type: the kind of call being practiced (for example, Cold)
Max call duration: the call length limit, in minutes
Level of difficulty: drag the slider between Easy and Hard
Call context: the situation the rep is walking into, including who they're calling and why
Win condition: what a successful call looks like
First message: what the buyer should say to open up the call
Important note: video calls rely on live video processing, so only so many video sessions can run at the same time. If that capacity is reached, the roleplay automatically switches to an audio-only call so your rep can keep practicing without interruption.
š” Planning a large training or rollout where many reps will run video roleplays at once? Reach out to your Dock CSM or Support ahead of time so we can make sure thereās enough capacity for your team.
Click Continue to persona.
Persona: build the persona
Define who picks up the phone: their role, company, and how they behave on the call.
Click Change persona to pick an existing persona from your library.
Or customize the Core persona directly: Change photo, Name, Title, Company, and Decision authority.
Select a Company from the dropdown, or click + New company to add one. Click Edit on the company card to update details like industry, size, and current tools.
Add in any background context and set parameters around buyer background, voice tone, disposition, product awareness, opinions, and buyer mindset.
Note: a core persona is exclusive to this scenario until you save it to the persona library. Click Sync with persona library to keep it in sync with your library.
Click Continue to challenges.
Challenges: give them something to push back on
Describe what this buyer cares about, what hurts, and what they will object to.
Priorities: what they are trying to get done this quarter. Click Add priority to add more.
Pain points: what the rep should be able to surface on the call.
Questions: what this buyer will ask the rep.
Objections: raised at the difficulty set on the overview step.
Hidden agenda: drives their behaviour on the call. Never shown to the rep.
š” The more specific you are, the more realistic the buyer will be, and the more useful the feedback.
Click Continue to scorecard.
Scorecard: choose a scorecard
Pick the rubric every run of this scenario is graded against.
Select an existing scorecard or template, or start from scratch to edit the Scorecard name and Grading criteria right here.
Criteria are organized into groups (for example, Opener). Each criterion has a Criteria description and Scoring guidance that tells Dock AI when the rep passes.
Note: scorecards are reusable across scenarios, so edits here apply everywhere the scorecard is used.
Click Publish to make the scenario available to reps.
Managing Personas
The Personas tab is your library of reusable AI buyers. Each persona shows its Status, Authority, Disposition, and Awareness. Click New persona to add one, or click an existing persona to edit it.
Managing Scorecards
The Scorecards tab lists every scorecard, along with its number of Criteria and groups and how many Scenarios use it. Click New scorecard to create one.
š” Build a few core scorecards (for example, one for cold calls and one for discovery) and reuse them across scenarios. This keeps grading consistent and makes it easier to compare results across your team.
Roleplay Settings
In the Settings tab, you can toggle Show transcript during live call. When on, reps see the live conversation transcript under the call tiles during an active role play.
