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AI roleplay FAQs and troubleshooting

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Introduction

This article answers common questions about AI roleplay access, blocked learners, simulation pools, usage, roleplays, languages and data. Each answer links to the article with more detail.

Requirements and limitations

Most answers apply to Superadmins. Learner-facing questions are covered in Practicing with AI roleplay and reading your report.

Access and visibility

Why can I not see the AI roleplay section?

Check the following:

  • AI roleplay must be enabled in the Artificial intelligence control panel.
  • You must be a Superadmin. At release, Power Users and other roles do not see the section.
  • A Simulation Pack must be active. Without it, the section is not shown.

Can Power Users use AI roleplay?

No. At release, the AI roleplay section and the roleplay editor are available to Superadmins only. Power Users cannot create or edit roleplays, including from Creator lessons.

Learners blocked

Why can a learner not start an AI roleplay?

A learner is blocked in one of two situations:

  • No Simulation Pack is active for your organization.
  • A Simulation Pack is active, but no eligible simulations are available. Either you use simulation pools and the learner is not in an active pool with simulations remaining, or the paid balance is used up and overage is not available under your terms.

This applies to roleplays created in Creator lessons and to roleplays created in the standalone section. Existing roleplays are not exempt.

Learn more in Managing simulation pools.

What should I check when a learner reports being blocked?

First, confirm that a Simulation Pack is active. Next, open AI roleplay, then click Manage, select Simulation pools and check the page. If you have pools, check that the learner belongs to a group or branch in an active pool, and that the pool has simulations remaining. If you have no pools, check the organization balance.

The learner cannot access the roleplay.

Pools

Can a learner be in two pools?

Yes. A learner can belong to several groups or branches that are in different pools. Each simulation is deducted from the pool with the highest remaining balance at that time. Learn more in Managing simulation pools.

What happens when a pool reaches zero?

The pool can no longer authorize new sessions. Learners who only belong to that pool are blocked. They do not use the shared balance, unallocated simulations or overage. Increase the pool's allocation to restore access.

Can I change a pool from groups to branches?

No. A pool uses groups or branches, not both, and the type cannot be changed after creation. Create a new pool with the other type.

What happens to unallocated simulations?

They remain part of your organization balance and are visible to you, but learners cannot use them while pools are in use. To make them available, add them to a pool.

Why did learners lose access after I created a pool?

Creating the first pool changes access: only learners in an active pool with simulations remaining can start a simulation. Add the missing learners' groups or branches to a pool.

Usage and cost

Does AI roleplay use AI credits?

No. AI roleplay uses simulations from the Simulation Pack. Learn more in AI credit system overview and Managing simulation pools.

What counts as a simulation?

One simulation is one learner run of a roleplay. Learn more in Managing simulation pools.

Roleplays

Can I edit a roleplay after it is published and assigned to a course?

Yes. Learn more in Creating and managing AI roleplays.

How do I duplicate a roleplay?

In the AI roleplay section, select Duplicate in the roleplay row. The copy is named "Copy of" followed by the original title. It is independent from the original and does not keep the training material or course links.

Languages

Which languages are supported?

Roleplays can be experienced by learners in 46 languages. The learner sees the roleplay in the course language by default. If no translation is available, the roleplay uses its default language. Learners can change the language if other languages are available. The report is generated in the language the learner used.

The roleplay configuration panel is available in English only. Learn more in Creating and managing AI roleplays.

Data and privacy

What data is used to generate the report?

The report is based on the learner's input and the full transcript of the exchange, spoken or written. For Voice mode, the speech is transcribed. Learn more in Practicing with AI roleplay and reading your report.

Is learner feedback shared with Superadmins?

No. Learner feedback about the roleplay is anonymous, is not shared with platform Superadmins and is used internally by Docebo for product improvement only.

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