Practicing and Building Sales Conversations with Roleplay

The Roleplay module is an AI-driven simulation workspace designed for structured sales practice, assignment-based reinforcement, and manager feedback. It allows you to participate in live, conversational practice sessions that simulate real-world customer interactions.

Please note: Roleplay is a conversational dialogue simulator. It is not a quiz, a static document viewer, or a live human coaching session.

How-To Guides for Users

How to Practice a Roleplay

Prepare your microphone and start a live conversation with the AI:

1. Navigate to the Roleplays section in your left-side workspace panel.
2. Select the Roleplay scenario you wish to practice.
3. Choose your preferred AI voice and test your microphone on the setup screen.
4. Launch the session and begin your conversation.
5. Complete your sales dialogue. There is a strict 15-minute time limit per session.
6. Click Finish Roleplay to end the practice.

How to Generate a Practice Roleplay Instantly from Chat

Any user can generate a customized, highly specific practice scenario in seconds using active conversational data:

1. Open any active session in the Chat module (such as a deal-review or call-prep session).
2. Click the theater mask with a plus sign (+) button located in the top-right corner of the chat window.
3. The platform will automatically extract your conversation context and prepopulate all of the setup fields, including the title, description, hidden AI scenario, instructions, and skills.
4. Review the details, make any necessary edits, and click Add Roleplay in the top-right corner to save the practice session for immediate use. This is an excellent way to prepare for specific accounts or deals you are currently working on.

How to Review and Request Feedback

Once your session is finished, you can evaluate your performance and request human coaching:

1. After clicking finish, review the automatically generated transcript and the AI Summary of your session.
2. If you want to change the attempt name for your records, rename the attempt.
3. If you would like your manager to review your attempt, click Request Feedback.
   • For mandated Assignments, you can submit only one of your attempts for formal manager review.

How to Use Roleplays in Salesforce or Microsoft Dynamics

If your organization has integrated Jenius with your CRM, you can practice directly inside your daily pipeline:

1. Open the Voice Roleplays tab within your Salesforce or Microsoft Dynamics embedded application.
2. You can view available Practice Scenarios, review your completed attempts, or request manager feedback directly inside the CRM.
3. CRM Context Creation: You can generate a custom roleplay directly from an Account or Opportunity detail page. The system will pull relevant CRM data to build a tailored practice scenario for that specific account.

How-To Guides for Managers and Admins

How to Create a New Roleplay Manually

Organization Admins and Managers can build custom simulations from scratch using the Roleplay Builder:

1. Navigate to the Roleplay Builder module on the left side of your screen.
   • Note: This is also where admins and managers can view Practice Scenarios, Assignments, Templates, and Feedback Requests.
2. Click Add Roleplay in the top-right corner.
3. Enter a Roleplay Name (visible to everyone) and a Description (pre-practice guidance for the user).
4. Configure the hidden Roleplay Scenario (the instructions that guide the AI's behavior) by clicking Generate Scenario with AI. You can build this using:
   • Prompt: Type a natural language description of the client's persona and objection rules.
   • Document Upload: Upload a training file or product sheet to base the scenario on.
   • From Library: Select an existing template from your library.
5. Click Generate. The AI will populate the hidden scenario box (which is completely hidden from the seller practicing).
6. Under Roleplay Details, review the automatically generated instructions that the user will see before they begin.
7. Under Skills, review the core sales competencies that the AI automatically maps to this scenario.
8. Choose your Practicing Type: Select AI Voice and pick a voice from the dropdown, or select AI Avatar (requires manual activation by your account manager).
9. Select your Roleplay Type: Choose Practice Scenario for voluntary practice, or select Assignment to assign it to specific users and set a completion timeline.
10. Click Save and Activate in the top-right corner to make the roleplay live.

How to Review Attempts and Provide Feedback

Managers and Admins can evaluate user performance and leave structured coaching:

1. Open the Feedback Requests tab or navigate to your assignments report.
2. Use the filters to find specific submissions by roleplay type, completion status, or assigned reviewer.
3. Open a user's attempt to inspect their details, full conversation transcript, and the AI-generated performance summary.
4. Type your evaluation in the feedback area.
5. Select Save as Draft to refine it later, or click Save & Send to deliver it to the user.

Practice Scenarios vs. Assignments

To help you manage your practice sessions, keep these core differences in mind:

Frequently Asked Questions (FAQs)

What session guardrails are enforced during a roleplay?

All voice and video roleplay sessions have a strict 15-minute time limit. For Video Roleplays (using AI Avatars), there is also a 1-minute inactivity auto-disconnect to ensure active participation.

Can I edit a roleplay scenario once it has been activated?

No. To protect the integrity of ongoing attempts and historical reporting, activated roleplays are completely locked. If you need to make changes to an active scenario, you must duplicate it, apply your edits to the new draft, and activate the duplicate version.

Do I need any special equipment or high-tech gear to practice roleplays?

No. You do not need to be a Level 3 OSS agent equipped with high-tech gadgets to use this platform. All you need is a standard, built-in computer microphone, a stable internet connection, and your browser's permissions set to "Allow" so the AI can hear your responses.

What should I do if my microphone is not working or the AI cannot hear me?

If you encounter audio issues or see a microphone error when attempting to start a session, please review our quick Microphone Checklist:

1. Check Browser Permissions: Ensure that you have granted browser permission to access your microphone on our platform.
   • The step-by-step browser permissions guide is detailed in our Account Settings Navigation article.
2. Check System Audio Input: Verify in your computer's system settings that your preferred microphone is selected and that the input volume is turned up:
   • Windows: Settings > System > Sound (under Input).
   • macOS: System Settings > Sound > Input.
3. Close Competing Applications: Ensure that other software (such as Zoom, Microsoft Teams, or Google Meet) is not actively using your microphone in the background.
4. Refresh and Restart: If your microphone disconnects mid-session, simply refresh your browser window to re-authorize permission and relaunch your roleplay.

Can I change or delete the feedback I sent to a user?

No. Once you click Save & Send on an evaluation, your feedback is finalized and cannot be edited or deleted. If you are not ready to share your coaching, make sure to save it as a draft.

What happens if my internet disconnects during a live roleplay?

The platform features built-in voice session resiliency. If your session is briefly interrupted, the AI voice engine is designed to relaunch and allow you to continue your practice session where you left off.