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Documentation Index

Fetch the complete documentation index at: https://docs.replay.sale/llms.txt

Use this file to discover all available pages before exploring further.

Roleplays are Replay’s core training experience. You have a realistic conversation with an AI-simulated customer, and Replay scores your performance when you’re done.

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How it works

1

See the scenario

You’ll see who the customer is, what the situation is, and what you’re trying to accomplish.
2

Have the conversation

Talk with the AI customer by voice or text. They respond naturally based on their persona — every conversation is different.
3

Get scored

When the conversation ends, Replay evaluates your performance against the scorecard criteria.
4

Review your results

You get a detailed results page with scores, feedback, and a full transcript.
You can practice the same scenario multiple times and get a different experience each time. The AI adapts to what you say.

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What makes a good roleplay

A roleplay is built from a few key building blocks:

Scenario

The situation and context for the conversation

AI Persona

Who the customer is — their personality, concerns, and how they’ll behave

Scorecard

What criteria you’ll be evaluated on

Conversation Type

The format — phone call, video meeting, chat, etc.

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Building roleplays

For detailed guides on creating and configuring roleplays, see the Build a Roleplay docs:

Roleplay Framework

How scenarios, personas, and scorecards work together

Conversation Types

Choose the right format for your practice session

AI Personas

Create realistic customer personalities

Scorecards

Define what great looks like

Criteria

Set specific evaluation criteria

Advanced Settings

Fine-tune roleplay behavior

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Sharing a roleplay as a demo

Every roleplay can be turned into a demo link that lets people try it without a Replay account. You decide whether they have to fill out a lead-capture form first, or jump straight in with no PII at all.

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Two modes

With a lead form

Recipients enter their email, first name, last name, phone, and company before starting. Use this when the demo is a public lead magnet and you want contact info for follow-up.

Without a lead form

Recipients click the link and start the roleplay immediately — no email, no name, no PII. Use this when sharing internally with people you already know (existing customers, partners, certified trainers, internal QA).
Both modes use the same demo link. You don’t generate a different URL — you just toggle one switch to decide whether the form appears. Existing links pick up the new setting immediately.
1

Open the share dialog

Open your roleplay and click the share icon in the top right, then go to the Demo tab.
2

Choose the mode

Use the Require demo user form switch to choose:
  • On — recipients see the lead-capture form before starting (default).
  • Off — recipients start immediately; Replay creates an anonymous “Demo User” account in the background.
3

Copy the link and share it

Click Copy Demo Link and send it however you like — email, Slack, internal portal, or paste it into your website.

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What recipients see

With the lead form:
  1. They click the link and land on a sign-up form asking for email, first name, last name, phone, and company.
  2. After submitting, they go straight into the roleplay.
  3. On future visits from the same browser, only the email field is shown — Replay recognizes returning users.
Without the lead form:
  1. They click the link and land on the roleplay’s start screen — no form.
  2. They start the roleplay right away.
  3. Behind the scenes, Replay creates an anonymous account named “Demo User 1”, “Demo User 2”, and so on for each unique device. The same person on the same browser comes back as the same Demo User on later visits, so session history is preserved without ever asking for their name.

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Capturing leads with Zapier

When the lead form is on, you can wire each new lead straight into your CRM. On the same Demo tab, paste a Zapier webhook URL into Lead Capture Integration and click Save (or Test to send a sample payload). Every form submission then fires the webhook with the lead’s name, email, phone, and company.
Zapier only fires when a real lead form is submitted. If you turn the form off, no webhook events are sent — that’s the point of no-PII mode.

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Embedding on your website

If you want the roleplay to run inside your own page instead of opening Replay’s site, use the Embed via Iframe dropdown on the same tab. It gives you a ready-to-paste iframe snippet — drop it into the embed section of your landing page (Webflow, Framer, HubSpot, WordPress, etc.) and the roleplay appears right there. The iframe respects whichever lead-form mode you’ve selected, and re-using the same demo link means you can flip the toggle later without re-embedding. If a link gets shared somewhere it shouldn’t, click Reset Demo Link on the Demo tab. That generates a new URL and immediately invalidates the old one — anyone holding the old link will get an error. Any iframes you’ve embedded with the old link will also stop working until you re-copy the new code.
Treat no-form demo links as sensitive URLs. Anyone who has one can launch the roleplay without identifying themselves, so only share them with people you trust. Reset the link if you ever need to cut access.

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Reviewing demo results

To see who has taken your demo (when the lead form is on) or how anonymous demo users have done (when it’s off), open the roleplay and view its analytics. Lead-capture sessions show real names; no-form sessions show as “Demo User 1”, “Demo User 2”, etc.

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Where else this lives

The same Require demo user form toggle is available on roleplay, rapid fire, upload, monologue, mirroring, and script activity share dialogs. Demo links are not available for courses or lessons; use iframe or SCORM sharing for those activity types instead. For the recording analyzer, the toggle lives on Coach Settings -> Embed and applies company-wide to the recording analyzer demo link.

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Draft / Live status

Every roleplay has a draft/live toggle controlled by the isLive field:
  • Live (isLive: true) — the roleplay is visible and accessible to users. This is the default when creating a new roleplay.
  • Draft (isLive: false) — the roleplay is hidden from users. Use this while you’re still building or reviewing it.
You can toggle this in the Replay UI or via the API when creating or updating a roleplay.

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Custom key-value pairs

Roleplays support custom attributes — arbitrary key-value pairs you can attach for your own tracking and integration needs. These are stored in the customAttributes field as a JSON object where both keys and values are strings. Common uses:
  • LMS integration — tag roleplays with your LMS course or module IDs
  • Analytics — add category, difficulty, or department tags for filtering
  • External system mapping — store IDs from your CRM, HRIS, or other systems
{
  "customAttributes": {
    "lms_course_id": "CS-101",
    "department": "customer_success",
    "difficulty": "intermediate"
  }
}
Custom attributes are returned in all API responses and can be set when creating or updating a roleplay via the API.

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Tips

  • Start simple. Your first roleplay doesn’t need 20 scorecard criteria. Start with 3–5 key behaviors and add more as your team gets comfortable.
  • Use real scenarios. The more realistic the situation, the more useful the practice. Base scenarios on actual deals or conversations your team has had.
  • Review transcripts. The transcript is where the real learning happens — you can see exactly where the conversation went well and where it went sideways.
  • Pick the right demo mode for the audience. Use the lead form when you’re trying to capture contacts on a public site; turn it off when you’re sharing internally with people you already know.