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ProTrainer

Written by Laura Acosta

Overview

ProTrainer is a beta feature in ProLine designed to simulate real-world customer scenarios using AI voice agents. This allows team members to practice handling difficult conversations, improve communication skills, and receive immediate, AI-driven feedback. It’s an invaluable tool for onboarding, coaching, and sharpening customer-facing skills.

Accessing Pro Trainer

To access the Pro Trainer:

  1. Open your ProLine account.

  2. Click the hamburger menu in the top-left corner.

  3. Scroll down and select Pro Trainer.

  4. A new browser tab will open, revealing three sub-tabs:

    • Training

    • Review

    • Admin (visible to Admin or users with the specific permission granting access)

Giving Admin Access

To allow a user to create training scenarios:

  1. Go to the hamburger menu

  2. Scroll to find the “Manage Team” option.

  3. Click the Permissions tab.

  4. Edit the team member’s permissions and enable Admin access for the Pro Trainer.

Only Admins can create, edit, or deactivate training scenarios.

Admin Tab

Creating Scenarios

Before users can train, at least one scenario must be created. The primary function of the admin tab is to allow users who have access to create scenarios that all other users can train with.

When you are ready to add a new scenario, click the blue button named “Add New Scenario”, from here you’ll be prompted to fill in the following:

1. Scenario Name

This is where you will name the scenario, should be short and specific. Some examples of scenarios could be:

  • Production Delay

  • Material Backorder

  • Pricing Increase

2. Status

Choose whether the scenario is Active or Inactive.

  • Active: Available for training.

  • Inactive: Not visible to users; good for drafts or retired examples.

3. Agent Voice

Choose an AI voice from the available options in your ProLine account. This is the voice users will "speak" to during the role play.

4. Opening Line

This is the first line the AI agent will speak to begin the scenario.

Example: "Hi, I'm frustrated that my roof install date keeps getting pushed back.”

5. Role Play Prompt

Describe the full context of the scenario.

Include key frustrations, relevant background, and anything to help guide the AI agent it what it should say. Keeping things open ended lends to more flexibility for the agent.

6. Score Evaluation Criteria

Define what a successful call looks like.

What should the user say or do to earn a high score? Be specific as this will guide how the AI evaluates performance.

7. Feedback Evaluation Prompt

Explain what feedback to give based on performance. Outline how to coach someone with a low score and what high-performing responses should look like.

Note: To ensure the scenario runs correctly, make sure it’s written in the language it will be practiced, either English or Spanish.

Training Tab

Once Admins have created scenarios, users can begin training.

  1. In the Training tab, click Select Scenario.

  2. Choose from the available scenarios.

  3. Click the Call button to start a simulated conversation with the AI agent.

During the call, users will interact with the AI agent based on the scenario's Opening Line and Role Play Prompt.

Once the call concludes, it will automatically move into the Review tab for scoring and feedback.

Review Tab

The Review tab is where Admins and users can view the training and the review notes from each training call they do.

You can filter results by:

  • User: See which scenarios a specific user has completed.

  • Scenario: View all users who completed a specific training scenario.

For each entry, you’ll see:

  • Date of Completion

  • Duration of the Call

  • Score

  • Review Notes

By clicking Review, you can view:

  • The full transcript of the interaction.

  • The AI-generated feedback based on your Evaluation Criteria and Feedback Prompt.

Why Use ProTrainer?

  • Improve confidence in handling common (or difficult) customer situations.

  • Train new hires with realistic, hands-on scenarios.

  • Reinforce communication standards across the team.

  • Collect measurable data to support coaching efforts.

Pro Trainer is a game-changer for sales, support, and production teams—offering a scalable and repeatable way to build confidence, consistency, and communication excellence.

Key Notes:

  • ProTrainer uses 3 ProCredits/minute.

  • Only available on Better and Best plans

  • There are no limits to how many scenarios you can have set up within your ProLine account

  • There are no limits to how many times a user can train on a single scenario.

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