Set Up Categories

Categories help you keep Conversation Simulation organized as your test library grows. Good category structure makes it easier to filter, maintain, and re-run the right scenarios quickly. Without categories, simulation content becomes hard to manage after a few weeks. You spend more time searching than improving.

Use categories to group simulations by:

• Product area (Billing, Onboarding, Escalation)
• Intent type (FAQ, Troubleshooting, Compliance)
• Risk level (Critical, Important, Nice-to-have)
• Channel context (Website, WhatsApp, Instagram)

Step-by-Step: Create and Manage Folders

In the CMS, categories are folders. They live in the folder pane on the left of the Scenarios tab, and they can be nested.

1) Open the folder pane

1. In the agent sidebar, open Simulation → Scenarios. The page is titled Conversation Simulation.
2. Stay on the Scenarios tab. The folder pane on the left lists your existing folders.

2) Add a folder

1. Click New folder.
2. Enter a clear name in the Folder Name field.
3. Click Create.

To put a folder inside another one, open the folder's More actions menu and choose New subfolder.

3) Rename, move, or delete a folder

Open the folder's More actions menu and choose:

• Rename to change its name, then click Save.
• Move to… to place it under another folder.
• Delete to remove it. You can't delete a folder if that would remove every folder you have.

The same menu also has Run all, which runs every scenario in the folder at once.

Naming Best Practices

Use names that are easy to understand for everyone on your team.

• Prefer specific names: Refund Policy over General
• Keep names short and stable
• Avoid duplicate or overlapping categories
• Use a consistent naming pattern across teams

Example structure:

Category Hygiene Routine

Review categories weekly:

1. Merge duplicates.
2. Archive unused groups.
3. Move scenarios to the most accurate category.
4. Keep critical categories focused and small.

This routine keeps simulation runs fast and analysis clear.

Next steps

After your folders are ready, design your first scenarios with measurable criteria:

Design Scenarios