Customer avatars and rubrics
Who this is for: Owners and Admins.
Customer avatars bundle the fields, questions, and scoring criteria reps choose before a call. They let you set up a conversation profile once and reuse it. Alternatively, set the profile each time when configuring a call with AI.
Create an avatar
- Go to Settings → Customer Avatars.
- Click + Create Avatar.
- Complete the tabs and click Save.
Tabs
| Tab | Contents |
|---|---|
| Basics | Name and description. These fields do not affect the AI conversation — they are only there to help you understand what the avatar is for. |
| Fields | Data that directly affects the AI conversation. Describe the details that matter for your industry. If you leave Editable by end users unchecked, the rep can edit this field before the AI conversation. We recommend turning this off for fields that stay the same and creating separate avatars for different goals. |
| Questions | Extra questions or objections the AI will definitely mention on the call. Use this when your industry has recurring questions that appear in almost every call and reps need to know how to answer them. |
| Criteria | Scoring: heading, description, weight (optional — all criteria should sum to 100). Lets you evaluate the conversation against your internal script down to section-level detail. Enter each criterion heading and description in free text — the more precise the description, the more precise the score. If weight is left blank, it is split evenly across all criteria automatically. |
Tips for managers
- Build one avatar per product line or ICP.
- Align criteria with your sales methodology.
- Test with a short practice call yourself.
- Having an avatar does not by default stop reps from editing avatar fields during training. To restrict that, check Editable by end users.
See Company settings for feature toggles that affect avatars and coaching.