Personas
A persona is the AI-played customer in a practice call. It carries a name, a mood, a language, a voice, and a short backstory. The same persona can be reused across many scenarios — Frustrated cardholder can show up in a refund scenario, a fraud scenario, and a card-replacement scenario.
Anatomy of a persona
| Field | What it does |
|---|---|
| Name & demographics | Optional. Helps the AI sound consistent. |
| Mood | Initial emotional state — calm, confused, frustrated, angry, happy. |
| Mood drift | How quickly the mood shifts based on trainee behavior. Slow is forgiving, fast is unforgiving. |
| Language | Primary spoken language. |
| Voice | The TTS voice for the customer side. |
| Backstory | A short paragraph about who they are and why they’re calling. |
| Knowledge | What the persona knows — and crucially, what they don’t. |
Mood and drift in practice
- Calm + slow drift → forgiving practice for new hires.
- Frustrated + fast drift → de-escalation practice for senior agents.
- Confused + slow drift → explanatory practice for product specialists.
- Happy + fast drift → cross-sell practice; mood drops if the agent is pushy.
Mood drift is the difference between a good trainer and a bad one. Static moods are too easy or too punishing. Real customers shift, and your training should too.
Build a persona
Open Training
Go to Training → Personas → New persona.
Fill in the basics
Name, language, voice. Pick a voice that contrasts with your agent voices so trainees can hear who’s speaking.
Set mood and drift
Pick a starting mood and a drift speed. Hover the Preview button to hear three sample lines so you can sanity-check.
Write the backstory
One paragraph. Specifics beat abstractions:
Maya, 34, is a small business owner. She’s called twice already about a duplicate charge of $42.99. She’s busy, prefers fast answers, and will escalate if she feels unheard.
Define what they know (and don’t)
Sample:
- Knows: their order number is
ORD-7711. The product was an espresso machine. They paid with a Visa ending4422. - Doesn’t know: company refund policy. Account number. Supervisor’s name.
Save
Reusing personas
Personas live independently of scenarios. Build a small library — 10-15 personas covers most of your training needs — and reuse them across scenarios. When you tweak a persona, every scenario that uses it inherits the change.
Generate personas
Use Generate to spin up personas from a one-line description. Omniflow drafts a persona you can review and refine. Useful for backfilling a library quickly.
Open in Omniflow
Related
| If you want to… | Go to |
|---|---|
| Build a scenario around a persona | Scenarios |
| Bundle scenarios into a path | Learning Paths |
| Run a practice call | Practice Calls |