The bot can voice phrases in different ways. It can say them exactly as you wrote them, or say them in its own words. This depends on how you formatted and added the phrase to the scenario itself: with or without quotation marks.

When Quotation Marks Are Needed

If the bot must say the phrase word for word, put it in quotation marks. Then it will say it verbatim, regardless of the participant's response.

🤓 Example:

After the employee greets the client, the bot says the following verbatim, no matter how the client responds: "How can you sell such terrible products?"

When Quotation Marks Are Not Needed

If the same idea can be expressed in different ways, and you want to preserve the meaning but don't tie it to a specific wording, don't use quotation marks. Describe the meaning, and the bot will choose the words itself.

🤓 Example:

In the next line, after the employee has greeted the client and either apologized for the product quality or asked what the problem is, the bot should briefly react to what the other person just said and convey that it was extremely unhappy with the product quality and that it's unclear why a refund hasn't been issued yet. The wording may vary — the main thing is that this meaning is conveyed.

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