Personas

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Why Personas Matter

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Personas Dashboard

• Search: Find personas by name, description, or tag
• Create: Open the persona builder
• Edit / Delete: Manage existing personas from each card

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Creating a Persona

1

Pick an Avatar

Choose an avatar to make the persona easy to recognize across the dashboard.

2

Set Identity

Field	Description
Name	A descriptive label (e.g., “Frustrated Refund Caller”)
Gender	Female, male, or neutral—influences available voices
Description	Who this person is and why they might call

Choose a behaviour preset—neutral, friendly, frustrated, confused, or custom—to shape how the persona reacts when the conversation gets difficult.

3

Configure Speech Traits

Tune how the persona actually talks:

Trait	Options
Pace	From very slow to very fast
Clarity	Clear, vague, or rambling
Response Timing	Quick, normal, or relaxed
Disfluencies	Add natural “um”s, “uh”s, and self-corrections
Language & Accent	The language spoken and its accent

Vague, rambling callers with disfluencies are the best stress test for STT accuracy. Save them for later-stage testing once basic flows pass.

4

Assign a Voice

Choose the TTS provider, model, and voice that will speak this persona’s lines. Available options depend on the provider you select—some models support accents and personality settings, others do not.

5

Add Knowledge

Provide the facts this persona knows (such as order numbers, dates, or account details) as key-value pairs. During a simulation, the persona can only reference this information—if your agent asks about something the persona does not know, it will say so.

6

Save

Click Create. The persona becomes selectable in the voice evaluation creation flow.

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Using Personas

• In evaluations: Each voice scenario requires exactly one persona; mix personas across scenarios in the same evaluation to cover different caller types
• Across runs: Because a persona is fixed, changes in results between runs reflect your agent—not the caller

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Best Practices

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Building a Balanced Library

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Managing Personas

• Name by behavior: “Fast rambling complainer” is more useful than “Test persona 3”
• Keep knowledge minimal: Only give personas the facts the scenario needs
• Reuse before you create: Check the library before adding a near-duplicate persona

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Related

• Simulation Overview - Understand the full simulation framework
• Evaluations - Create voice simulation scenarios
• Evaluators - Score audio quality, transcription, and delivery
• Test Runs - Review transcripts with synced audio