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FAQ: Live Conversations on the "Surveys and more" test feed

Contributor Support
Updated

Learn how to schedule and join Live Conversations from your Surveys and more test feed.

What may look different 

Some Live Conversations in the Surveys and more test feed may look a little different depending on which experience you get.

The overall flow is the same: 
→ Provide your contact information
→ Schedule your session
→ Join on time
→ Complete any required steps before the conversation starts

In this article

What are Live Conversations?

Live Conversations are moderated, real-time sessions. They’re opportunities to talk directly with customers. Sessions typically last 30, 60, 90, or 120 minutes.

During a Live Conversation, you’ll:

  • Speak directly with the customer
  • Answer questions and/or complete tasks in real time
  • Share your screen if the study requires it

Where can I find Live Conversation invites?

You can discover Live Conversations in both the Available tests feed and the Surveys and more test feed.  To find Live Conversations in the Surveys and more test feed, look for invites with the Live Conversation badge.

UserTesting dashboard showing available feedback opportunities under Surveys and more. A live conversation opportunity offering 30 dollars for a 30-minute session is highlighted, with labels for Live Conversation and Face, Voice, and Sreen participation, and an arrow pointing to the Live Conversation badge.

What’s different about these Live Conversations?

The table below shows the main differences you may notice. Some screens may look different, but the overall process is the same.

Feature Surveys and more test feed Available tests feed
Screener method In a new browser tab  Directly on your test feed
Scheduling method In a new browser tab via scheduling calendar Directly on your test feed via scheduling calendar
Join method Button in the reminder email Button on the dashboard
Zoom required? Sometimes Yes
SMS reminders Yes No
Email reminders Yes Yes
Early join window 10 minutes before start time 15 minutes before start time
Canceling 24 hours’ notice via email link 24 hours’ notice via dashboard or email link
Appears in Test history? No Yes

Why are there different experiences?

We’re gradually updating the Live Conversation experience to bring together the best of UserTesting and IntelliZoom. Ultimately, we aim to create a more seamless experience for our participants, and we’re glad you’re part of that journey!

Tip icon.png
Regardless of the type of Live Conversation you join, a few best practices will always help make your session successful. Though every detail might not apply to your experience, the general guidance—like being honest in screeners, showing up on time, and creating a quiet testing environment—always does.

 

How do I schedule?

  1. Look for a Live Conversation test invite on the Surveys and more test feed.

    c26ba1d0-cbc3-4082-a433-152d2c75f9f6
     

  2. Click Continue.

    UserTesting dashboard showing feedback opportunities under Surveys and more. A Live Conversation opportunity offering 30 dollars for a 30-minute session is displayed with a Continue button, and an arrow pointing to the Continue button.


     

  3. Answer screener questions in a new browser tab. 

    Survey screen asking if the participant is interested in answering a few brief questions to see if they qualify for a study

Tip icon

Remember to provide honest responses!
Learn more about screeners and why your answers matter.

 

 

  1. If you pass the screener, you’ll schedule your session.

    Scheduling screen showing calendar and times.

     
  2. Enter your contact information for email and SMS reminders.

    Form screen to finalize booking showing fields for first name, last name, email, and mobile phone number with country code selector. Consent checkboxes are selected for data use and text messages. A side panel displays session details including date, time, and timezone, with a Continue button.

     
  3. Enter the verification code sent by text.

    SMS confirmation screen showing a message that a verification code has been sent, with six empty input fields for entering the code and an inactive Continue button below.
     
  4. Confirm your session from your inbox.

    Email from UserTesting asking the participant to confirm their session. It includes the scheduled date and time, a Confirm session button, and links to support resources.

     
  5. Click Finish confirmation to begin the system check.

    Screen informing the participant they are close to completing setup, prompting them to run a quick system check using the same device and internet connection they will use for the session, with a Finish confirmation button.

     
  6. Click OK to start the microphone check. 

    Microphone check screen explaining that access to the microphone is required to speak during the session, with options for No, thanks and OK.

     
  7. Select the microphone you’d like to test and click Next. 

    Microphone check screen prompting the user to select a microphone, with options including a Bluetooth headset, built-in MacBook microphone, and a virtual audio device, along with a Next button.

     
  8. Read the on-screen prompt and say "Microphone check." When your mic is detected, click Next.

     Microphone test screen prompting the user to say Microphone check out loud, with a visual indicator showing audio levels being detected.Microphone test confirmation screen showing a success message that audio is working, with a Next button to continue.

     
  9. Click OK to start the camera check. 

    Camera check screen explaining that camera access is needed for the session, with a note that the check will not be recorded, and options for No, thanks and OK.

     
  10. Confirm you can see yourself and click Next. 

    Camera test screen showing a live video preview of a participant wearing headphones. Text explains that the camera may be used during the session to record reactions, with a Next button below.

     
  11. Click Check my connection to start the Internet test, then click Next. 

    Internet connection check screen explaining that a short test will run to assess connection speed, with a Check my connection button.Internet connection test screen showing a progress bar and message indicating that the system is checking the connection.Internet connection test result screen showing a success message that the connection is excellent, with tips for maintaining a strong connection and a Next button.

     
  12. Your Live Conversation is confirmed! Check your email for a confirmation message.

    Confirmation screen showing a thank you message indicating the session is confirmed, with session details including date, time, and timezone, and a note that a confirmation email will be sent.

How do I join?

  1. On the day of your session, click the Join session button in your reminder email.
     

    Reminder email from UserTesting about an upcoming Live Conversation, showing the scheduled date and time, a Join session button, session requirements, and links to cancel or reschedule if needed.
    You can only join your session from your reminder email.
    Please arrive 10 minutes early to check your camera, microphone, and Internet connection.


     

  2. Once you join the session, you’ll begin the system check. This is designed to ensure your microphone and camera are working and your Internet connection is strong.


    System check screen prompting the user to confirm they are using the same device and internet connection for the session, with a checkbox selected and a Begin button to start the check.Completion screen confirming setup is finished, with a message that the user is ready and a Join session button.
     

    Tip icon.png
    The customer might join the session before or after you. Be ready to talk, follow their instructions, and appear on camera. Close any files or windows you don’t want visible in case you need to share your screen. 


    Waiting screen indicating the moderator will start the session soon, with a note to keep volume on, a visual audio indicator, and a reminder not to close the tab.

     

 

 

Why isn't my session on my dashboard?

Live Conversations that you schedule from the Surveys and more tab won’t appear on your dashboard.

What this means:

  • After you schedule your session, you’ll receive confirmation by email only. You won’t find reminders or notifications on your dashboard.
  • Once you complete a Live Conversation from this test feed, it will not appear in your Test History.
  • You’ll receive reminders by email and SMS.
  • Expect your payment 14 days after your session. If there’s an issue with your payment, contact Support and reference your session link (from your reminder email) or Session ID.

 

How do I reschedule or cancel?

Reschedule or cancel from your email

Open your session reminder email and select the reschedule or cancel link.

Reminder email from UserTesting about an upcoming Live Conversation, highlighting a note that participants can cancel or reschedule their session using the provided links at least 24 hours before the session starts.

How to reschedule

  1. Choose a new date and time

    UserTesting screen to check and confirm a new scheduled time for a Live Conversation. The selected time is Tuesday, July 22nd from 10:30 to 11:30 AM in the participant’s time zone. Buttons are shown to Change time or Confirm session. A side panel indicates that the current session will remain active until the new time is confirmed, along with session details including a 60 minute duration and device requirement of computer.
     
  2. Review your selection, and select Confirm session if everything looks okay.


    UserTesting confirmation screen indicating a new Live Conversation session time has been successfully booked. The updated session is scheduled for Tuesday, July 22nd from 10:30 to 11:30 AM in the participant’s time zone. The page notes that confirmation and reminders will be sent by SMS and email and includes guidance for canceling or rescheduling if needed. A side panel shows session details including a 60 minute duration and device requirement of computer.

How to cancel

Select Cancel session and look for the confirmation message.

UserTesting confirmation screen indicating that a Live Conversation session has been cancelled. The message confirms the date and time of the cancelled session and thanks the participant for the update.
 

 

 

I need help. What should I do?

The Live Conversation is no longer available

If you get a message that says “Thanks for your interest,” the session is no longer available.

UserTesting screen displaying a message that says, Thanks for your interest. It explains that enough feedback has been collected and encourages the participant to look out for future opportunities.

You'll get this message when:

  • The study was filled while you were choosing a time
  • The customer paused the study to make changes

This can happen quickly, even while you’re in the middle of booking.

Your time slot is no longer available

Modal message indicating the selected time slot is no longer available, with instructions to choose a new option and a button labeled View updated sessions.

We do our best to give you enough time to reserve your place, but time slots can fill quickly. Try to book your session within 10 minutes. If your selected time is no longer available, choose a new one to continue.

You’ve already booked a Live Conversation

You can only have one scheduled Live Conversation at a time.


UserTesting message indicating that a session has already been booked. It shows the time and date of the existing scheduled session. The message explains that only one session can be booked at a time and suggests canceling the current session to choose another time.

To book a different session:

  • Cancel your existing session first
  • Then return to schedule a new one

Your confirmation code expired

If you see a message that says your code expired, request a new code and try again.

Select Send new code, then enter the new 6-digit code when it arrives.

UserTesting screen for entering a six digit confirmation code with all fields filled. An error message indicates the code has expired and instructs the participant to request a new code. A link to send a new code and a Confirm code button are shown. A side panel displays session details including a 60 minute duration and device requirement of computer.

 

Your number couldn’t be verified

UserTesting error screen stating that the mobile number could not be verified. The message explains that more than two different numbers were entered and, for security reasons, the session is no longer available.

If you see a message that your mobile number couldn’t be verified, you won’t be able to continue booking your session.

You requested too many codes

UserTesting error screen stating that too many confirmation code requests were made. The message explains that for security reasons the session is no longer available.

If you entered multiple phone numbers, the session may be locked for security reasons. When this happens, the session is no longer available.

 

You didn't receive a code

Try these steps:

  • Check that your phone number is correct
  • Make sure you have signal and can receive text messages
  • Wait a moment, then select Send new code

 

Still need help? 

If something goes wrong, start with your confirmation or reminder email for links to contact Support and visit our Support Center. We're always here to help! Explore all your support options

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