LMS Conversation Simulator
Create tailored training scenarios for agents with the LMS app by Zendesk Labs.
About this app
About this app
LMS Conversation Simulator is your comprehensive training management tool, created by Zendesk Labs and powered by Amazon Bedrock. It assigns realistic, AI-generated training tickets to agents in a structured, easy-to-use way so your team can practice, improve, and get assessed right within the Zendesk workspace.
Common use cases include:
Creating a safe space for agents to practice realistic customer interactions
Onboarding new hires, Tier 1 agents, and BPO partners before they go live
Testing agent comprehension and retention through targeted training tickets
Delivering just-in-time training for new products, services, and policies
With LMS Conversation Simulator, you can:
- Design training templates: Use real ticket examples, define industry and intent, choose tone, set custom goals, and add training documentation for agents to review before they begin.
- Assign with full control: Set ticket count, language (15 languages supported, including agent preferred language), due dates with notifications, ticket priority, and tags.
- Manage assignments: Pause, resume, cancel, or send reminders for overdue assignments.
- Track progress: View completion status, drill into agent-level details, filter by date or status, and export data as CSV.
- Set role-based permissions: Give template creators, assigners, scorers, and leaders the right access without needing full admin rights.
- Integrate with Zendesk QA: Score training tickets using your existing QA approach and assess agent readiness before they handle live tickets.
- Integrate with Explore and WFM (not required): Monitor training handle time and build dedicated training workstreams.
LMS empowers your support team to develop the skills needed to excel in customer service. Learn more about setting up training scenarios and maximizing the potential of LMS in our help center article.
App details
How to install
Installing LMS Conversation Simulator
You're an admin
- You must turn on custom objects
Install the application
Navigate to the LMS Conversation Simulator marketplace page
Select Install in the upper right
Select your account and select Install.
Configure the app
Change the Title as desired (optional)
- Fill out Group and Role restrictions as desired (optional)
If an agent is restricted from the app, they won't be able to be assigned any training tickets.
Complete Authentication
Select Sign in with LMS Conversation Simulator hyperlink. A new tab will appear, complete authentication, and redirect you back to the app. A green check mark will appear next to the OAuth Authentication step.
Click Install.
Update agent permissions
After the setup is complete, ensure all Agents who will receive training tickets have permission to view and edit the relevant Custom Objects. This is a requirement in order to be assigned training tickets.
- Open the roles that are associated with your agents, scroll down to \"Custom objects\" settings and allow \"View\" & \"Edit\" permission for
Assign Training Template
Training Template
Click save, you're all set!
Enabling Zendesk QA score integration (optional)
To incorporate QA scores into your LMS reports, complete the following steps:
In Zendesk QA:
- Follow the instructions in Setting up a custom integration in Zendesk QA to obtain an API key
Copy the API key and store it in a safe place.
In the LMS Conversation Simulator app:
In Admin Center, click Apps and integrations in the sidebar, then select Zendesk Support apps
From the list of apps, click LMS Conversation Simulator
On the app installation page, select Enable Zendesk QA
In the Zendesk QA API token field, paste the API key you copied previously
Click Update
You've now set up integration between Zendesk QA and the LMS conversation simulator app.
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