Practice lets a rep hold a live voice conversation with an AI customer and get a scored transcript back. It is a personal sales coach: somewhere to try an approach, hear how it lands, and try again — before it matters on a real call.
Retries can only ever raise a Best Score, never lower it. Practicing a scenario a second time cannot damage anything.
The two sides
Practice has two jobs, and which one you have depends on your role.
Coaches author the content
You write Scenarios — the customer your team practices against — and publish them so your reps can find them.
Reps practice it
You pick a Scenario, hold the call, and read the scorecard. As often as you like.
For coaches: getting your first Scenario live
A Scenario is a customer persona plus the situation your reps have to handle. Craft can draft one for you from your existing recordings, or you can write one yourself.
- Create a Scenario. Describe the customer. Craft drafts the persona and the opening brief.
- Practice it yourself. Take it for a test run before your team does — you get the same scorecard they will, which is the fastest way to tell whether the Scenario is any good.
- Publish it. A new Scenario starts unpublished, so only you can see it while you try it out. Turn the publish switch on when it is ready and it appears in every rep’s practice library.
- Check the library. Open the practice library your reps use and confirm your Scenario is waiting there.
A Scenario that is not published is not lost — it is just not self-serve. Unpublished Scenarios can still be assigned inside a Course, where the assignment itself grants the practice.
Assigning practice as a Course
Publishing makes a Scenario findable. A Course goes further: it bundles Scenarios into an ordered set and assigns them to specific reps as an obligation, with an optional Passing Score. A rep who completes every Scenario in a Course at or above its Passing Score is Certified.
Assigned practice is the stronger path. Reps who arrive through an assignment stick with practice far more reliably than reps left to discover it on their own — so if you only do one thing after publishing, assign a Course.
For reps: your first practice call
You will talk to an AI customer for two or three minutes, then get a scorecard.
- Check your microphone. Say hello and confirm the level moves. A silent microphone is the single most common reason a first practice call goes nowhere.
- Read the brief. It tells you who you are about to talk to and what they want. Nothing is reserved until you confirm, so take your time.
- Have the conversation. Talk normally. There is no script to follow.
- Read your scorecard. Every item on your team’s scorecard is scored from what you actually said, with the transcript alongside it.
What gets scored
Practice is graded against the same scorecard your real calls are — so what you learn here transfers directly. Each Session produces a Total Score, and your Best Score for a Scenario is the highest you have ever earned on it.
Because only your best run counts, a bad practice run costs you nothing at all.
Your warm-up does not count
Your very first run is a warm-up. It gives you a complete, real scorecard so you can see how scoring works — but it is excluded from your average, your Best Score, your practice time, and your coach’s view of your progress. It exists purely so your first experience of scoring is a low-stakes one.
Session outcomes
Not every Session ends in a score, and that is not always a problem.
| Outcome | What it means |
|---|---|
| Scored | The call ran and was graded. Your scorecard is ready. |
| Scoring | The call ended and grading is still running. The page updates on its own. |
| Not scored | The call ended too early to grade — a minimum of 2 rep turns is needed. |
| Failed | Something went wrong during the call. Try again. |
If a Session ends much sooner than expected, check your microphone first. A microphone that is granted but silent raises no browser error — the AI customer simply waits, hears nothing, and ends the call.