Test personas
Simulated user profiles that drive how a test conversation behaves — tone, knowledge, mood, and quirks.
A test persona is a simulated user profile — a personality that plays the customer side of a test conversation, so your agent meets realistic behavior before real users do.
Create a persona
- In the sidebar, open Testing → Personas.
- Click New Persona.
- Under Basic Information, give the persona a name (for example, "Frustrated Customer") and an optional description.
- Under Characteristics, set the Language, Tone (Aggressive, Professional, Polite, Direct), Knowledge Level (Beginner, Intermediate, Expert), and Emotional State (Frustrated, Neutral, Confused, Impatient).
- Under Behavior Modifiers, tick any quirks the persona should exhibit — Typos, Interruptions, or Contradictions.
- Click Save.
Use a persona in a test
- Open Testing → Tests and create or edit a test case.
- Select one or more personas so the simulated user drives the conversation with that tone, knowledge, and mood.
- Run the test — the persona plays the user side while your agent responds.
Tip: Keep a small library of contrasting personas (calm expert, frustrated beginner) so every suite covers both the happy path and the hard edges.
Related
- Testing and release — where personas fit in validation.
- Mock users — repeatable identities the agent fetches data for.
- Data sets — batch inputs for evaluation at scale.