What Goes in a Scenario
A Scenario describes one practice conversation. It combines a person, a situation, a goal, and instructions for the AI customer with the guidance from a Playbook.
Playbook
Section titled “Playbook”Every Scenario belongs to a Playbook. The Playbook defines the broader method and coaching standard. The Scenario gives you a specific place to apply it.
Person and company
Section titled “Person and company”Describe who you are speaking with, their role, and their organization when those details matter. The Scenario should make the relationship clear without adding background that will not affect the conversation.
Goal, situation, and history
Section titled “Goal, situation, and history”- Goal / Objective explains what you should try to accomplish in this practice conversation.
- Current Situation explains what is happening now and why the conversation matters.
- Relationship History explains relevant prior conversations, decisions, commitments, or concerns.
These details help you understand the moment before practice begins.
Scenario Notes
Section titled “Scenario Notes”Scenario Notes are visible while you practice. Use them for information you may need to reference during this particular conversation, including:
- Product or service details.
- Pricing, coverage, or proposal information.
- Examples, proof points, or options you may want to discuss.
- Known concerns or constraints.
- Specific reminders that apply only to this situation.
Put reusable methods in the Playbook’s Practice Guide. Put details and resources for this one practice moment in Scenario Notes.
AI customer instructions
Section titled “AI customer instructions”The AI customer instructions control how the other person behaves during practice. They define the person’s position, what they know, what they reveal, how they react to your responses, and what might cause them to move forward or hold their position.
These instructions are for the AI customer. They are different from Scenario Notes, which are there to help you.
Start the conversation
Section titled “Start the conversation”After you select Start Practice, you begin the conversation. Start the way you would in the real situation. A greeting or a simple opening question is enough for the AI customer to respond.
Ask Coach to help
Section titled “Ask Coach to help”Coach can use Company Knowledge, a Playbook, a transcript, a proposal, or context you provide to draft a Scenario. Try:
Create a Scenario for a renewal conversation with a long-term customer who received a competitor’s proposal. Use our Retention Playbook and include the pricing details from the attached proposal in the Scenario Notes.
Review the situation, goal, notes, and intended AI behavior before saving the Scenario.