📌 Prerequisites You need the Administrator role to create simulations. AI Simulations must be enabled for your account. Contact your Organisation Admin if you do not have access. |
Step 1: Name your simulation
Navigate to Content in the top navigation bar.
Select 'AI Simulation' tile from the Create New section.
Enter a name for your simulation in the 'Name' field. Choose something descriptive for example, Handling a Pricing Objection or Difficult Performance Review.
Click 'Create'.
Step 2: Write your prompt and generate
Describe the scenario you want to build. Include the learner's role, the character they will be speaking to, the context, and what makes the conversation challenging. The more detail you provide, the more accurate the generated simulation will be.
Optional: Add context or expert input
Add context - Upload supporting documents such as company policies, product information, or customer profiles. The simulation will use this information during the conversation.
Add expert input - If you are not the subject matter expert (SME), use this option to involve one. You can download a template to send to your SME or generate a shareable form link they can complete directly. Any responses are displayed on the 'Set The Scene' step for you to review after generation. This is covered in more detail in the Adding Expert Input to a Simulation article.
Select a difficulty level
Before generating, select a difficulty level from the dropdown next to 'Generate':
Easy - Cooperative and open to feedback
Moderate - Neutral tone, realistic reactions
Challenging - Pushback and tough questions
Expert - Aggressive objections, emotional tension
Select 'Generate'. The simulation takes around 50 seconds to build.
💡 Tip
To configure everything manually without AI generation, select 'Skip to manual editor' at the bottom of the prompt screen. This takes you directly into the five-step wizard.
Step 3: Review your simulation
After generation, you land on 'Review & Publish'. The AI has built the full simulation based on your prompt - including the character, environment, success criteria, and learner briefing. Review the summary to check everything looks right.
💡 Tip
If you want to customise any part of the simulation before publishing, use the progress bar at the top to navigate into the wizard. Select any step - 'Set The Scene', 'Character', 'Success Criteria', or 'Extras' - to review and edit the AI-generated content.
The wizard steps contain the following:
'Set The Scene' - The simulation title, description, learner role, time limit, environment, and learner briefing details. A green tick next to each section means the AI has already populated it.
'Character' - The AI character the learner will speak to. You can swap this for a different character or create a new one.
'Success Criteria' - The goals the AI will use to assess the learner's performance, and the overall pass rules.
'Extras' - Optional settings for session handling, conversation mode, knowledge base, and safety level.
Step 4: Publish your simulation
Once you are satisfied with the simulation summary:
Select 'Preview Meeting' to run through the simulation as a learner before publishing.
Select 'Save & Publish'.
⚠️ Warning
Publishing makes the simulation available to assign to learners. Make sure you have reviewed the success criteria and safety settings before selecting 'Save & Publish'.
Customising your simulation using the wizard
If you want to go deeper than the summary view, navigate into the wizard using the progress bar at the top. Each step is described below.
Set The Scene
'Documentation and expert input' - Pre-populated only if an SME has completed the expert input questionnaire. Review their responses and choose to apply their suggestions, rebuild the simulation using their input, or ignore it.
'Simulation setup' - The simulation title, description, learner role, and time limit.
'Environment' - The AI-generated background image. Regenerate it with a new prompt or upload your own.
'Learner briefing details' - The information shown to the learner before they begin.
'Advanced settings' - Optional. Add any additional configuration not covered elsewhere.
Character
Select the AI character the learner will be speaking to. You can choose an existing character from your library or create a new one.
Search for a character by name, role, or expertise, or filter by conversation type using the category tags - for example, Sales Call, Customer Service, or Performance Review.
Select a character. A blue tick on their card confirms your selection.
To create a new character, select 'Create New Character' and follow the prompts.
Optionally, expand 'Scenario-specific instructions' to add behaviour or context specific to this simulation.
Select 'Continue'.
Success Criteria
Define how the AI assesses the learner's performance.
Criteria
Edit the name of any criterion by selecting it.
Change the scoring type using the dropdown next to each criterion. Pass / Fail marks the criterion as met or not met. Graded give a score between 0 and 100.
Add a new criterion by selecting '+ Add Criterion'.
Remove a criterion by selecting the X on the right.
Change the framework by selecting the 'Framework' dropdown. Use a pre-built framework for inspiration and customise from there.
Overall Success Rules
Under Overall Success Rules, set how the AI determines whether the learner passes. Choose between:
Goal-based — The learner must meet a set number of criteria (for example, 3 out of 4).
Score-based — The learner must achieve an overall weighted score above a threshold you define.
Select 'Continue'.
Extras
Use the 'Extras' step to enhance the simulation with additional content and behaviour settings. All options are optional.
Content
'Agent Knowledge Base' - Add URLs or documents the character can reference during the conversation.
'Screen Share Resources' - Add images or videos the character can share with the learner during the simulation.
Behaviour
'Session Handling' - Configure memory, leaderboard, assessments, and session behaviour. Toggle session memory on if you want the character to remember previous conversations with the learner. Toggle the leaderboard on or off depending on whether you want learners to see how they compare to colleagues.
'Conversation Modes' - Choose whether learners interact via voice, text chat, or both.
Evaluation
'Safety Level' - Set the content moderation threshold in line with your organisation's requirements. If a learner crosses the threshold during a session, it is flagged in Reporting and visible to the Administrator and Manager.
Select 'Continue' to return to 'Review & Publish'.
FAQs
Can I edit a simulation after publishing?
Yes. Navigate to the simulation from the Content list and make your changes. Edits take effect for future sessions. Sessions already in progress are not affected.
What if I want to build a simulation without using AI generation?
On the prompt screen, select 'Skip to manual editor'. This takes you directly into the five-step wizard to configure everything yourself.
Who can see a published simulation?
A published simulation is not automatically visible to learners. You need to assign it to individuals or groups. See the Assigning Simulations to Learners (link) article for more information.