Live Conversation FAQs

Learn the frequently asked questions about Live Conversations.

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Security Questions

What does UserTesting do to prevent “Zoombombing”?

“Zoombombing” happens when uninvited attendees join and potentially disrupt a Zoom meeting. To prevent this, UserTesting requires a password for each session. Uninvited guests can't join your session by guessing a 9-digit meeting ID. To keep it simple for you and your participants, we embed the meeting ID and password in the private URL required to join a meeting. A single click or tap starts the meeting with enhanced security.


Is the URL that UserTesting provides for Live Conversation sessions secure?

UserTesting uses industry best practices for the security of Live Conversation meetings. The URL is long and complex, and can't easily be guessed. The password is 32 characters long, and to keep it even more secure, we don’t expose it directly to users until the session is going to begin. Live Conversation contributors don’t receive the meeting URL until 15 minutes before the session is scheduled to start.


Can an uninvited user access a meeting by viewing and entering a meeting ID in the Zoom window?

No. In the latest release of Zoom, the meeting ID is not visible. Even with a meeting ID, an uninvited user can't access a meeting because all Live Conversation sessions also require a password. Additionally, we adhere to these aspects of Zoom 5.0 features:

  • All traffic is encrypted to the AES 256 standard now.
  • None of our traffic flows through China, which is a concern for some regarding international interference.


There were reports about issues related to Zoom installation problems on Macs. Is installing Zoom on Macs safe?

An earlier version of the Zoom installer for Mac OS performed some tasks without permission. This approach potentially made it possible for malware to access the system undetected. Zoom updated their installers to fix the problem. Apple also made changes to prevent old installers from causing problems when they were still in use.


There were reports about problems with Zoom exposing user credentials through chat. Has this issue been addressed?

An earlier version of Zoom included an issue related to chat in Windows. This was fixed by Zoom shortly after it was reported.


How does UserTesting transmit and store Live Conversation data and files?

We use industry best practices to protect the audio and video as it moves across the internet from contributors to Zoom and from Zoom to the UserTesting platform. All transmissions are encrypted using industry-standard protocols (TLS 1.2 or greater), and the recorded video and audio are encrypted at rest using industry-standard encryption (AES-256).


How can I learn more about Zoom security?

Zoom posts information about their security on their blog.


Where can I find additional information about UserTesting’s data and information security?

Check out our Information Security Overview for more information. If you have questions about our security or privacy policies, contact Support via this form.



Can I hide the list of Live Conversation meeting participants?

No. You can use the hidden observers option for additional colleagues you'd like to allow to observe the Live Conversation. 



Do I have to record the Live Conversation?

No. Your Live Conversation session is automatically recorded and uploaded to your UserTesting Dashboard. Please allow a half hour for processing.



Can I schedule a Live Conversation longer than 60 minutes?

Advanced or Ultimate edition of the Flex plan

Other plans

  • Live Conversations are available in a 30-minute or 60-minute duration.
  • Be considerate of the scheduled time limit and the participant's schedule.
  • Contact your Customer Success Manager if you are interested in longer Live Conversation sessions.



How do I end my Live Conversation?

In the Zoom platform, click End Meeting. Once the live conversation has ended please review this article for next steps.



Why did my Live Conversation session end without warning?

There are two things to understand that can prepare you to head off such awkwardness:

  • The recording's start time begins when the first person shows up on the call, whether that person is the moderator or the contributor.
  • There is a grace period that includes the time before and after the scheduled start and end times for the session.
    • The grace period could be up to 15 minutes*, but there are no assurances of the length.
    • With that in mind, a best practice is, as you come up against the scheduled end time, to alert the contributor that the session could end abruptly (especially if either you or the contributor joined the call before the scheduled start of the session).
    • At this point, you should start to wrap up your conversation and ask any final questions, to ensure you get the information you need for your study.

*Note: If the contributor doesn't join within 10 minutes of the scheduled start time, the session is automatically canceled and replaced for a new user to screen for.



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