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Create AI callers for practice calls

Build the synthetic customers your team practices against — scenario, personality, difficulty, and voice.

An AI caller is a practice customer: a name, a situation, a personality, and a voice. Your team takes real phone calls from it, so the closer it is to a call you actually get, the more useful the practice is. AI callers are the input to a training session — they do nothing until you start one.

Prerequisites

  • Training enabled for the selected phone system. It is a paid add-on: when it is off, the page shows a feature overview with Contact sales and Book a demo instead of your AI callers.
  • A phone system selected in the header. AI callers belong to one phone system.

Create an AI caller

  1. Open Training > AI Callers.
  2. Select New AI Caller.
  3. Fill in the fields:
    • Name (required) — how the caller appears in your list, such as Appointment Booker - Friendly. Names are unique within a phone system.
    • Description — an optional internal note about when to use this caller. Callers never hear it.
    • Category — Appointment Booking, Status Check, General Inquiry, Complaint, or Spam/Telemarketer. Choosing a category on a new caller fills the Scenario box with a starting scenario you can edit.
    • Personality — Friendly, Frustrated, Confused, Impatient, or Demanding. This shapes tone, not the facts of the call.
    • Difficulty — Easy, Medium, or Hard.
    • Customer Name (required) — the name the AI uses on the call.
    • Vehicle Info — optional context such as 2019 Honda Accord.
    • Voice — the voice the practice customer speaks in. Each option lists a short description.
    • Response Speed — Low allows longer pauses, Medium is balanced, High responds quickly.
    • Scenario (required) — the situation the AI plays. Write it in the customer’s own terms: what they want, what they already know, and what will satisfy them.
  4. Select Create.

Build a small set that covers the calls your team really struggles with, and vary difficulty rather than adding near-duplicate scenarios.

Edit, archive, or delete

  • Edit reopens the caller. Changing the category on an existing caller does not overwrite the scenario you wrote.
  • Archive takes a caller out of circulation without deleting it. Archived callers are greyed out in the list and are not offered when you start a session. Restore brings one back.
  • Delete is only offered while the Sessions column reads 0. Once a caller has been used in a training session, archive it instead — deleting would take its practice history with it.

Expected result

The AI Callers table lists each caller with its customer name and vehicle, category, personality, difficulty, session count, and status. Active callers appear in the AI Caller picker when you start a training session.

Troubleshooting

  • The page shows a feature overview instead of your callers: the Training add-on is not enabled for this phone system. Use Contact sales or talk to your account manager.
  • “A trainer persona with this name already exists”: another caller on this phone system uses that name. Choose a different one.
  • Save fails naming a required field: name, customer name, and scenario cannot be empty.
  • No Delete button on a row: the caller has training sessions. Archive it, or delete those sessions first.
  • The AI caller you want is missing from the start-session picker: it is archived. Restore it.
  • The practice call does not follow your scenario: the scenario is the AI’s whole brief. Make it concrete — one situation, stated plainly — rather than a list of themes.