Customer avatars and rubrics

Who this is for: Owners and Admins setting up training scenarios.

Customer avatars bundle the fields, questions, and scoring criteria reps use on the call setup page.

Create an avatar

1. Go to Settings → Customer Avatars.
2. Click + Create Avatar (or Create your first avatar if none exist).
3. Complete the four tabs and click Save on each tab as you go.

Tab: Basics

• Name — Shown on the call setup card (must be unique).
• Description — Optional helper text for managers.
• Enable custom questions — Lets you define extra buyer questions on the Questions tab.

Tab: Fields

Pre-fill scenario data reps see during setup:

• Field name and Value pairs (for example Product description, Industry).
• Add field for more rows; Remove field to delete.
• Field names must be unique; values have length limits.

Reps see “X fields configured” on the avatar card.

Tab: Questions

Optional buyer questions the AI may use in the call (when custom questions are enabled):

• Add question, reorder with Move up / Move down.
• Each question needs text within the character limit.

Tab: Criteria

Define how calls are evaluated (up to 50 criteria):

Use Add criterion, Update, Delete, and reorder controls. Criteria feed How the call scored on conversation details.

Edit or delete

• Edit — Reopens the four-tab editor.
• Delete — Removes the avatar and its fields, questions, and criteria (confirmation required).

Tips for managers

• Build one avatar per product line or ICP so reps pick the right card quickly.
• Align criterion headings with your sales methodology (discovery, pitch, close).
• Test with a short practice call yourself before rolling out to the team.

If something goes wrong

• An avatar with that name already exists — Pick a different name.
• Discard unsaved changes? — Appears if you close the editor with unsaved edits.

See Company settings for feature toggles that affect avatars and coaching.