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Overview

A scenario defines the conversation path that your simulation will follow - the specific situations, dialogue flows, and decision points your agent needs to handle. With Roark’s best-in-class scenario builder, you can visually design complex conversation flows using our graph builder, making it easy to test both happy paths and edge cases.
Navigate to Simulations → Scenarios in your Roark dashboard to view and create scenarios.
Scenarios Dashboard

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✨ Voicemail Testing

You can now simulate a voicemail scenario directly in Roark to validate how your agent responds when a caller leaves a voicemail.
  • Navigate to Simulations → Scenarios → Test voicemail handling to get started
Voicemail Testing

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Creating Scenarios

Roark offers three powerful ways to create scenarios, each optimized for different use cases:

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1. Generate from Agent Prompt

The fastest way to create scenarios - select your agent, describe what you want to test, and specify how many scenarios to generate. Our AI will create multiple conversation flows that you can review and approve.
How it works:
  1. Select your agent from the dropdown
  2. Select an agent prompt to use for generation
  3. Choose the number of scenarios to generate (3, 5, or 7)
  4. Review the generated scenarios
  5. Approve and add the ones you want to keep

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2. Generate from Call

Transform real customer interactions into repeatable test scenarios. Select any previous call from your analytics, and Roark will automatically create a scenario that replicates that conversation flow.
How it works:
  1. Select a call from your call history
  2. Review the generated scenario
  3. Optionally modify to add variations
  4. Save and run with different agent versions

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3. Custom Graph Builder

For complete control, use our visual graph builder to design scenarios node by node. This powerful interface lets you create complex branching conversations with multiple paths and outcomes. Graph Builder Interface

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Working with the Graph Builder

Our graph builder provides an intuitive visual interface for designing conversation flows:

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Core Components

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Nodes

Each node represents a conversation turn:
  • Customer nodes - What the customer says
  • Agent nodes - Expected agent responses
  • Decision nodes - Branching logic based on conditions
  • Action nodes - Tool calls or system actions

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Edges

Connections between nodes that define the flow:
  • Default paths - Standard conversation progression
  • Conditional paths - Based on agent responses or actions
  • Loop backs - For handling repetitions or clarifications

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Building Your Graph

1

Start with the Entry Point

Every scenario begins with an initial customer utterance
2

Add Agent Expectations

Define what the agent should say or do in response
3

Create Branches

Add decision points for different conversation paths
4

Define Success Criteria

Mark which paths lead to successful outcomes
5

Add Edge Cases

Include unexpected inputs and error scenarios
6

Test and Iterate

Run the scenario and refine based on results

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Testing Edge Cases

The graph builder excels at helping you test edge cases that are difficult to encounter in production:

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Common Edge Cases

Interruptions

Customer interrupts mid-sentence or changes topic suddenly

Confusion Loops

Customer doesn’t understand and keeps asking the same question

System Failures

Tool calls fail or return errors

Hostile Behavior

Aggressive language or threats

Information Overload

Customer provides too much information at once

Silent Treatment

Long pauses or no response

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Edge Case Example

Scenario: "Payment Processing Failure"
Path 1: Happy Path
  - Customer: "I'd like to make a payment"
  - Agent: Processes payment successfully
  - Result: Success

Path 2: Card Declined
  - Customer: "I'd like to make a payment"
  - Agent: Attempts payment
  - System: Payment fails
  - Agent: Offers alternative payment methods
  - Result: Success with alternative

Path 3: Multiple Failures
  - Customer: "I'd like to make a payment"
  - Agent: Attempts payment (fails)
  - Customer: Tries different card (fails)
  - Customer: Gets frustrated
  - Agent: Escalates to human
  - Result: Escalation

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Viewing Scenarios

Scenarios can be viewed in two complementary formats:

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List View

See all your scenarios in a organized table with key information:
  • Scenario name and description
  • Number of paths/branches
  • Last modified date
  • Success rate from recent runs
  • Quick actions (edit, duplicate, delete)
Scenarios List View

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Graph View

Visualize the complete conversation flow as an interactive graph:
  • See all paths at a glance
  • Identify complexity and coverage
  • Spot missing edge cases
  • Understand branching logic
Scenarios Graph View
Toggle between views using the view switcher in the top-right corner. List view is great for management, while graph view is ideal for understanding flow.

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Best Practices

Begin with the happy path, then progressively add edge cases and error scenarios
Base scenarios on actual customer calls to ensure realistic testing
Create focused scenarios that test specific capabilities rather than everything at once
Clearly define what constitutes success for each path in your scenario
Build a team library of scenarios for consistent testing across your organization

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Integration with Personas

Scenarios work hand-in-hand with personas. When running a simulation:
  1. Select a Scenario - Defines what happens
  2. Choose a Persona - Defines how it happens
  3. Run Simulation - Combines both for realistic testing
The same scenario can be run with different personas to test how your agent handles various customer types in the same situation.

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Next Steps

Create Personas

Define customer profiles to use with scenarios

Build Run Plans

Combine multiple scenarios into test suites
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