Turn recorded calls into practice scenarios

You can now attach recorded calls as context in Scenario Studio and the Knowledge Hub. Hand the agent one of your own sales calls and it builds a roleplay based on what actually happened.

A recording lets you watch the call again. It doesn't let you take another run at it. The buyer who raised the objection is gone, so managers review the tape, talk through what the rep should have said, and stop there. There's no way to get back in the conversation and try again.

Now you can. Pull a call into Scenario Studio and ask the agent to build a roleplay from it. It reads the transcript and constructs a character who matches the person on the call. The backstory, opening line, and conversation style all draw on the specific words and dynamics of that conversation. The scenario recreates the same objections, and the scorecard measures whether they get handled better this time. Anyone on your team can run it as many times as it takes.

From there it works like any other scenario. Refine it by chatting with the agent or editing fields directly. The calls that inspired a scenario stay saved with it, so you can always trace a roleplay back to the conversation it came from.

The same mechanism works in the Knowledge Hub. Attach a call while writing a page and the page draws on what was actually said. A guide to handling pricing pushback, written from a call where a rep handled it well, beats one written from memory.

To use it, you need a call recorder connected to your workspace. Once connected, a Calls source appears in the attachment picker in Scenario Studio and the Knowledge Hub. Search and filter by person, date, category, score, or source, and preview the transcript before you attach it. If you don't have a recorder connected, the option stays hidden until you do.

Your best training material is already sitting in your call recordings. The fumbled objections, the discovery calls that went sideways, and the deals that ended without a next step are all in there. Until now, the best you could do was watch them back. Now your team can step back into them.