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Personas are reusable customer profiles at the workspace level. Link them to the journeys where role, goals, or decision logic change how the team should read the map.

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What personas are for

Use a persona when the same journey looks meaningfully different to different customer roles, such as a buyer, an admin, and an end user. Good persona use changes how the team answers questions like:
  • Who is this journey really for?
  • Who feels this friction first?
  • Who approves the solution?
  • Who succeeds or fails if nothing changes?
If the persona does not change interpretation, prioritization, or the solution, it probably does not need its own record.

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Where personas appear

Personas are not copied per journey. One persona record can be linked to several journeys.

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Persona fields

Custory stores persona details as optional fields. You can keep only the fields your team actually uses. Persona records also store enabled fields, which control which of these fields stay visible in the UI.

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Create the workspace persona

Create the persona once at the workspace level, then reuse it where it matters. Editors can create personas. Viewers can review them but cannot create, edit, or delete them. Link a persona to each journey where it changes how the team interprets the flow. Important behavior:
  • the persona and journey must belong to the same workspace
  • linking the same persona twice to the same journey does not create duplicates
  • linked journeys are shown on the persona record
  • linked personas are shown on the journey Personas tab

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Use it inside journey items

Once linked to a journey, the persona becomes available in journey item fields:
  • use Actor on touchpoints
  • use Affected segment on insights
This keeps the persona connected to the exact steps and evidence where it matters.

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Delete behavior and limits

Deleting a persona removes the persona record and unlinks it from every journey. Other practical limits:
  • persona creation is blocked when the workspace has reached its plan limit for personas
  • public viewers can see personas only when those personas are linked to a public shared journey
  • persona links are many-to-many: one persona can belong to many journeys, and one journey can include many personas

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When to keep a persona simple

Keep the persona focused on the details that actually change decisions. Good persona fields usually explain:
  • what this person is trying to get done
  • what slows them down
  • what they care about when judging success
If the extra detail does not change the journey or the decision, leave it out.

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