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OverviewManager PanelConversation Types

Conversation Types

Define the conversations employees train: goal, phases, criteria and how each is scored.

Create a conversation type under Manage → Conversation Types to define the goal and scorecard. Publish it before assigning it to a persona.

Owners, Admins and Content Managers manage workspace content. Teamleads create and edit conversation types for their teams. Members cannot open this page.

Create a conversation type

  1. Click New Type.
  2. Choose a template under Start from a template, or choose Start from scratch.
  3. Describe the conversation in the builder chat.
  4. Attach source material through + → Upload files if needed.
  5. Review the phases and criteria.

Ask the AI to make corrections. Changes save automatically. Conversation Types at the top left returns to the list.

Structure

The scorecard defines what the AI evaluates. The overall score uses the criteria's weightings.

Goal of the conversation:A follow-up meeting with the decision maker is booked.

  1. 1Opening

    • Sets out agenda and goal×1

  2. 2Needs analysis

    • Asks open questions×2
    • Asks about the budget×1

  3. 3Objection handling

    Optional phase

    • Responds to objections×1.5

  4. 4Closing

    • Agrees on the next step×3
The overall score is the weighted average of all criteria. Weighting 2 counts twice as much as 1.

Edit the settings

Open Settings in the builder.

FieldWhat to set
Icon and NameHow the conversation type appears.
ChannelPhone, Video call, In person or Chat.
DepartmentThe group in the list, such as Sales or Service. Changes apply without publishing.
DescriptionWhat the conversation is about.
Goal of the conversationWhat counts as a successful outcome.
Target audienceWho the AI plays.

The fixed departments are Sales, Leadership, Procurement, Service and Other.

Edit the scorecard

Phases

  1. Open Scorecard.
  2. Click Add phase.
  3. Enter Phase name.
  4. Describe What happens in this phase.
  5. Enable Optional phase if the conversation may skip it without losing points.

Drag phases to change their order. Delete phase also removes its criteria.

Criteria

  1. Click Add criterion.
  2. Enter the criterion's name.
  3. Set Weighting between 0.1 and 5. The default is 1.
  4. Describe What a grader looks for.
  5. Define Excellent, Average and Poor for this criterion.

Criterion

Asks open questions

Weighting×2

From 0.1 to 5. The default is 1.

What a grader looks for

The person asks questions that can’t be answered with yes or no.

Excellent

3 points

Several open questions that explore the need.

Average

2 points

A few open questions, otherwise closed ones.

Poor

1 point

Only closed questions.

An example criterion from the needs analysis phase.

The chat can edit these fields too. Its + menu offers Search the web and Search the knowledge base. Edit message resends an earlier message with your changes. Collapse the chat gives the scorecard more room. Show the chat brings it back.

Publish

  1. Click Publish.
  2. Choose the audience at the first publication.
  3. Confirm with the publish button for that audience.

Publish with message adds a description of the change. Later edits remain unpublished until you publish again. Version history restores an earlier version into the draft.

DraftPublishPublishedEditPublish againUnpublished changes
Personas always use the last published version. Version history restores earlier versions.

Sleak translates published conversation types when they are first needed in another language. Translating… marks this process. Conversations and feedback use the conversation's language.

Find and share

The list groups conversation types by department. View switches between List and Tiles. Search by name or description. Filters offers Department and Shared with.

TabContent
PublishedLive conversation types. Unpublished changes marks later edits.
DraftsConversation types that have never been published.
ArchivedArchived conversation types and their remaining persona usage.

The list shows the owner, last change, persona and program usage, and monthly conversation counts for the last 12 months.

Open … → Share on a published type to change access. New types are private. Owners, Admins and Content Managers can share with the workspace. Teamleads can share with people and their own teams.

Duplicate

Duplicate in … creates an unpublished copy. It keeps only the sharing you are allowed to set.

Archive and restore

  1. Open … → Archive, or select several types and click Archive.
  2. Review the affected personas and programs.
  3. Confirm with Archive.

Archived types cannot be selected for new personas or programs. Existing content and earlier conversations remain unchanged. Restore in the Archived tab makes the type available again.

Delete

Delete is available only for types without scored conversations, personas or programs. It removes the type permanently. Archive a used type instead.

Last updated on 14 November 2026

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On this page

Create a conversation typeStructureEdit the settingsEdit the scorecardPhasesCriteriaPublishFind and shareDuplicateArchive and restoreDeleteRelated articles