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Build a Role Play in Agent Hub

Overview

Create a Role Play is an Agent Hub skill that lets admins build new practice scenarios through a natural conversation with Ella, Brevity's AI assistant. Instead of navigating multiple configuration screens and filling out forms manually, you describe the role play you want and Ella handles the rest — assembling the persona, scenario context, knowledge base sources, evaluation criteria, and topic tags into a complete, ready-to-assign role play.

A role play that used to take 15–20 minutes of manual configuration can now be created in about two minutes.

Before You Start

  • Access: You need to be an Org Admin or Team Admin to use Agent Hub.
  • Knowledge Base: Your organization should have at least one active knowledge base entry. Ella uses your KB content when suggesting personas and scenario context. Without it, she'll work from your descriptions alone — which still produces good results, but you'll miss the advantage of KB-grounded content.

How to Create a Role Play

Step 1: Open Agent Hub

Click the Ella icon in the left navigation from any page in Brevity. This opens the Agent Hub workspace.

Step 2: Describe What You Want

In the input field, tell Ella about the role play you'd like to create. Be as specific or as general as you like — Ella will ask follow-up questions to fill in the gaps.

Examples of good starting prompts:

  • "Create a discovery call role play for our mid-market AEs selling to VPs of Sales."
  • "I need a cold call scenario where the prospect is a CFO at a 200-person manufacturing company."
  • "Build a renewal conversation role play for CSMs handling an at-risk account."
  • "Create a role play based on the enterprise persona from our financial services KB."

Step 3: Answer Ella's Clarifying Questions

Ella will typically ask one or two follow-up questions to make sure she builds the right scenario. These might be about the target audience, the selling motion, the level of difficulty, or specific challenges you want reps to practice.

Step 4: Review the Proposed Configuration

Ella will present a complete role play configuration for your review, including:

  • Persona — who the rep will be talking to (title, personality, communication style, objections)
  • Scenario context — the setup and situation for the conversation
  • Knowledge base sources — which KB content the role play draws from
  • Topic tags — how the role play is categorized
  • Evaluation criteria — what reps are scored on and the passing thresholds

Step 5: Refine Through Conversation

This is where the conversational approach really shines. If anything isn't quite right, just tell Ella what to change. You can refine as many times as you need before saving.

Examples of refinement prompts:

  • "Make the prospect more skeptical about switching vendors."
  • "Add a pricing objection segment."
  • "Use the enterprise persona from our financial services KB instead."
  • "Lower the passing threshold to 70%."
  • "Make the scenario context more specific to our healthcare vertical."

Ella updates only the pieces you mention and shows you the revised configuration.

Step 6: Confirm and Save

When you're happy with the configuration, confirm the save. Your new role play appears in the content library immediately and is ready to assign to reps or add to a training plan.

Tips for Getting Great Results

  • Start with context, not just a title. "Create a cold call role play" works, but "Create a cold call role play for AEs calling VPs of Sales at mid-market SaaS companies who currently use a competitor" gives Ella much more to work with.
  • Use your KB. If you've built out your knowledge base (especially through Quick Start), reference it. "Use the enterprise persona from our financial services KB" tells Ella to ground the role play in your real content.
  • Build from existing role plays. You can tell Ella to base a new role play on one you already have. She'll use it as a starting point and apply your modifications on top.
  • Iterate freely. There's no penalty for refining. Ask Ella to adjust the persona, shift the difficulty, change the scenario context — whatever you need. She'll keep updating until you confirm.

Frequently Asked Questions

What if Ella creates something I don't like? Everything Ella proposes is shown to you before it saves. Nothing commits without your explicit confirmation. Refine as many times as you need — just tell Ella what to change.

Can I base a new role play on an existing one? Yes. Tell Ella which role play to use as a template and describe what you want to change. She'll start from that foundation and apply your modifications.

What kind of personas can Ella create? Ella creates personas from your KB content and any additional context you provide in conversation. The richer your knowledge base, the more accurate and specific her persona suggestions will be. You can also describe persona traits directly — "Make them a detail-oriented CFO who's skeptical of new vendors" — and Ella will build from that.

Can reps access Create a Role Play? No. Agent Hub and its skills are available to Org Admins and Team Admins only. Reps and learners use the role plays you create but don't have access to the creation workflow.

Where does the finished role play go? It appears in your content library as soon as you confirm the save. From there you can assign it to individual reps, add it to a course, or include it in a training plan — just like any other role play.

What if I want to edit a role play after creating it? Edit a Role Play through Agent Hub is coming soon. In the meantime, you can edit role plays through the standard settings UI in your content library.