Creating a new Lesson in the Role Play Tool

What you’ll create

A Role play lesson that includes:

• A Scenario ( what the learner sees)
• A Hidden Playbook (Instructions on the AI Sees)
• Optional Customer Initial Message (controls who speaks first)
• Scoring Checks (What behaviors you want to assess)

Key concepts

• "Scenario is learner-facing"
• "Hidden Playbook is AI-only and informs how the AI should act."
• "If Customer Initial Message has text, the AI speaks first. If it’s blank, the learner speaks first."

Step 1: Open the Course you want to add a lesson to

1. Go to Training → Library.
2. Find your course and click Open Course.

Figure 1: Open Course Button

Step 2: Add a new lesson

1. In the Course, click Add Lesson

_{Figure 2: Add Lesson Button}

You'll land on Create a New Roleplay Lesson

_{Figure 3: Generate and edit from Prompt Button}

Step 3: Choose how to build

You have two options at the top:

• Generate and edit from prompt – type a short brief and let AI draft the lesson. (Recommended for speed.)
• Build from template – start from a prebuilt framework.

Click Generate and edit from prompt.

Step 4: Describe the scenario (the prompt)

1. In Generate roleplay, describe the situation in plain language.
   Examples to include:
   
   1. Who is contacting whom and why
   2. Buyer/Service Context and goal
   3. Likely objections and emotions
   4. Any Constraints (compliance/tone/time)
2. Click the submit icon (↑) to generate.

_{Figure 4: Example of The Generate prompt being used.}

Good prompt example (adapt to your store):

“You are calling a service customer who’s booked for tomorrow. Offer a no-obligation trade appraisal while they wait. Emphasize potential equity and high demand. Reassure there’s no pressure. Confirm best communication method.”

Step 5: Review and complete the lesson fields

After generation, the form populates.  Review and adjust:

A. Basics

• Roleplay name-Give it a clear, specific title
• Persona- Select the customer persona (difficulty is shown in the selector from 1-5)

_{Figure 5: Persona box}

B. Deal/vehicle context

• Year/Make/Model, Purchase type, Rate, etc.  These figures help make the AI conversation more realistic
  • These can be added within the "Generate from Prompt" tool as well eg. type "Please add a Chrysler to this scenario."

C. Conversation controls

• Customer initial message – Controls who speaks first.
  • Filled in = AI starts (e.g., “Hi, I wasn’t expecting this call. What is this about?”)
  • Blank = Learner starts

_{Figure 6: Customer Initial Message}

• Scenario (Learner sees this) – A short setup that appears to the learner.

_{Figure 7: Scenario Box (Learner-Facing)}

• Hidden playbook (AI-only) – Coaching for the AI (tone, tactics, how to react to pushback).

_{Figure 8: Hidden Playbook Box}

Tip: Keep Scenario to 1–3 sentences (the “why now”). Put all the secret guidance—objections, escalation paths, compliance reminders—into Hidden Playbook.

Step 6: Define scoring (what “good” looks like)

On the right, add Checks to evaluate the learner’s performance. Examples:

• Introduced Trade Appraisal Offer
• Communicated Potential Equity
• Reassured No Obligation
• Explained High Demand
• Confirmed Communication Preference

Use Add new check, the up/down arrows to reorder, and the trash icon to remove.

_{Figure 9: Scoring Checks}

Best practice: Aim for 3–7 checks per lesson. Each check should be an observable behavior or message you want the learner to demonstrate.

Step 7: Create the lesson

Click Create Roleplay at the bottom. The lesson is added to your course and ready to assign.

FAQs

Who speaks first—the AI or the learner?

• If Customer initial message contains text → AI speaks first.
• If it’s blank → Learner speaks first.

What’s the difference between Scenario and Hidden Playbook?

• Scenario is visible to the learner and sets the scene.
• Hidden Playbook is only for the AI and controls how it behaves throughout the roleplay.

Can I edit what the AI generated?

Yes. Everything the AI drafts is fully editable before you click Create Roleplay (and you can edit later, too).

How many scoring checks should I use?

3–7 focused checks usually work best. Make each check a single, observable behavior.

Pro tips

• Write prompts in everyday language—no special syntax needed.
• Use Hidden Playbook to script likely objections and how the AI should respond if the learner misses a key behavior.
• Keep Scenario concise so learners jump into conversation quickly.
• Name lessons consistently (e.g., Dept – Objective – Customer Type – Level).