Documents
Documents are files attached to a scenario: the templates, transcripts, case details, and forms that give a session its paper trail. A claims scenario might carry the incident report and a medical certificate. A lending scenario might carry the application form and three months of bank statements. Documents matter in every shape, but they carry the most weight in decision tasks, where they typically are the case material: the operator reads the documents, weighs them, and produces a judgment. In conversation scenarios and journey simulations, documents supplement what the persona reveals through dialogue.What to attach
| Document type | Example |
|---|---|
| Templates | The referral letter format the operator should follow |
| Transcripts | A record of a prior call about the same case |
| Case details | An incident report, an application, an account history |
| Forms | A medical certificate, a consent form, an assessment sheet |
Visibility controls
Each document declares who can see it:| Visibility | Who sees it | Use it for |
|---|---|---|
| Operator sees | Only the operator | Case files, internal records, anything the persona would not have |
| Persona sees | Only the persona | Letters the persona received, their own paperwork |
| Both | Operator and persona | Shared documents both parties would have in real life |
| Neither | Nobody during the session | Reference material kept on the scenario without entering play |
Documents and hidden state work together. A test result the persona has not seen can live as a document the operator sees, while the hidden state records the fact itself. The persona stays genuinely unaware either way.
Documents in decision tasks
A decision task gives all inputs up front and asks for one judgment, so its documents do the job that dialogue does elsewhere. A well-built decision task usually means:- The attached documents contain everything needed to decide, including the details that should give a careful reader pause
- The briefing frames what judgment is being asked for
- The output captures the decision itself
Next steps
Briefing and opening
The framing the operator reads before opening the documents.
Scenario shapes
How decision tasks, conversations, and journeys differ.