Live Conversation: New Experience

This article applies to: UserTesting 

On this page:

Differences between Next Gen and Classic Live Conversation

Create your Live Conversation

1. From your dashboard, click Create test.
2. Select Live Conversation.
3. Give your Live Conversation a name, indicate the device participants will use, and set the language.
   • This is the language participants speak for the test. Transcripts are created in this language.
4. Click Create when done.
   
   
5. On the next page, click Add audience.
   
    
6. From the Audience tab, click Add
   
   
7. Select an existing reusable audience template or a new audience. 
   • If new, select audience type
     
     
     
     
     
      
8. Choose your audience criteria, screeners, the number of participants you need, and the confidentiality terms.
   • To add, edit, duplicate, or delete audiences, you can do so from the left-hand list.
     
     
     
     
     
     

Schedule your sessions

Availability rules:

• Inviting your own participants (Invite Network) is optional, with no screening questions.
• Availability is required for UT Network, both audience types, or inviting your own participants (Invite Network) with screening questions.

1. Go to the Scheduler tab.
   
    
2. From here, you will select your availability for participants to choose.
   
    
3. Click + Add availability or simply click and drag time blocks to begin available time slots on the calendar.
4. Adjust the Time zone if needed. This will reflect:
   • The time zone you, as the creator, are in.
   • Email notifications will be sent based on what you're available in that time zone.
5. From the Session controls, you can:
   • Adjust the session length
   • Add buffer time between sessions
   • Set a booking notice
   • Limit your daily sessions
   • Note when sessions should start (any time, on the half-hour, on the hour)
6. Click Review before launch when you’re done.
    

Launch test and share links

1. Before you launch, you can just review your test setup on the Review tab. This gives you a summary of your scheduler settings, availability, and configured audiences.
2. When ready, click Launch & Get links
3. Depending on your selected audience type(s), you may receive a warning if additional availability is required
4. If you are inviting your own participants, you can click Launch & get links.

5. Copy the links and send them to your participants.
   
    

   

Share Links

1. You can go to the Monitor tab to review recruitment progress, access participant links, and copy team links so your team members can join.
2. Depending on your selected audience type, the link options will change
   • For the UT Panel Network, you can access the team link for joining scheduled sessions
   • When choosing your own participants (Invite Network), you can access the Participant links and team link
   • When using both the UT Panel and your own, you will see both link options
     
     
     
     
     
     
     

Unscheduled sessions

Note: Unscheduled sessions are only available when using the Invite Network with participants.

1. From the Monitor page, select Run an unscheduled session. 
2. Share the participant link. Participants are taken directly to the session join screen. 
   
   
   
   
    
3. Share the Team link to join the session lobby as a moderator. 
4. You can just select your role.
5. Enter your name
6. Once you are in the lobby, and the participant joins, click Start session to begin.
    

Note: If there is an upcoming scheduled session, you can switch to it from the session lobby by clicking Switch Session.




 

Session notifications

• Creators receive notifications:
  • When the test is launched. 
  • When a participant schedules a session, either party can cancel it.
  • A session reminder will be sent on the day of the session(s), 1 hour before the first session begins.
• As new sessions are booked, they will appear on the Scheduler tab.

Join the session

Join a session directly from the email link or from the Scheduler tab in the session.

1. When joining, you will first select your role for the session:
   • Moderator: Someone who will lead the interview. They will need a UserTesting account. They can also take notes and chat with the participant and teammates.
   • Co-moderator: Someone who can support the moderator. They will need a UserTesting account. They have limited session controls, but can chat with the participant and the moderator.
   • Observer: Someone who wants to view the live session. They can chat with teammates but can’t interact or chat with the participant.
     
     
     
      
2. Next, enter the name you want displayed during the session, then click Continue to proceed.
   
   
    

3. You’ll next be taken to the lobby, where you’ll wait for the participant to join. The Join session button turns blue when it’s time to join.
   
   

   
    

4. If you leave after joining, you can rejoin or end the session from the lobby.
5. When the session end time has been reached, Zoom will close automatically, and you will have the option to review the Results

Cancel/Reschedule a session

Cancel a scheduled session

Sessions can be canceled up to 10 minutes before the scheduled start time. However, we kindly ask that you provide participants with at least 24 hours’ notice whenever possible. To cancel:

1. Go to the Scheduler tab.
2. Select the session and click Cancel session. You will receive confirmation of your canceled session, as well as confirmation for the participant.
   
   
   
   
   
    
3. If a participant cancels the session prior to the start time, you will receive an email. Note, they can only cancel 10 minutes prior to the session start time.

Reschedule a session

At this time, rescheduling is not available. Instead, we suggest canceling and rebooking the session.




 

No-shows

• Once you have entered the lobby of your session, the participant has 10 minutes to enter the lobby and join the session before they are marked as a no-show.
• If a participant does not show up after 10 minutes, you will receive an email and will not be charged for the session.
• Important: If the participant enters the lobby but does not join the session, and you end the session, the session will be marked as complete. You will need to report a problem to get a refund for the session.
• If you are more than 10 minutes late for the start time, you will be marked as a no-show. The participant will be notified by email, and you will be charged for the full duration of the booked session to compensate the participant for their time.
  
  
  
   

Customer Payment

Tracking Participant Progress

• Once your test is launched, from the Monitor tab, you will see the participant's steps completed to track progress, including qualification, session booked, terms accepted, and session completed.
• The funnel surfaces icons to flag significant drop-off points, helping you identify where participants are leaving the flow.
  
  
  
  
  
  
  
   

Viewing and Exporting Results

1. After your session, you can go to the Results tab to view the session recording.
   
   
   
   
    

2. Click the recording to watch the session.
3. Click the ⋯ (Actions) menu to:
   • Share the recording with others
   • Download video for offline viewing
   • Download transcript for analysis or documentation
   • Mark as viewed to track progress
   • Report a problem if there are issues with the recording
4. In the video recording, you see an AI-generated summary of the session, the ability to generate clips, search the transcript, create highlight reels, and more. 
   
   
   
   
   
   
   
   
   
   
   
   
    
5. Click the recording to watch the session.
6. Click the ⋯ (Actions) menu to:
   1. Share the recording with others
   2. Download video for offline viewing
   3. Download transcript for analysis or documentation
   4. Mark as viewed to track progress
   5. Report a problem if there are issues with the recording

Export the data
 

• After the session, you can export all the session-related data from the Results, Export data button in the top right corner

• The data export will include session-level information, including;

  • Participant ID

    • Session status

    • Study time

    • Start date and time

    • End date and time

    • Transcript

    • Audience name

Post Launch

After launching a test, you can pause it, make updates, and manage availability as needed.

Note: When a test is paused, participants cannot join new sessions, including those scheduled through the scheduler.

Pause a Test

1. Go to the Monitor page. 
2. Click the ⋯ (Actions) menu. 
3. Select Pause test and confirm.

Once paused:

• The test status on the Monitor page updates to Paused.
• Participants cannot join sessions from the Scheduler.
• You can resume the test at any time from the Review page by selecting Resume test.
   

Edit After Launch

You can make limited updates to a test after it has launched:

• Audience tab:
  • Update audience details and recruitment criteria.
  • Changes apply only to new participants.
• Scheduler tab:
  • Adjust session availability and time slots.
  • Changes apply only to future sessions.

Note: Changes made after launch do not affect participants who have already joined or completed sessions.

FAQs

Are observers and co-moderators (/note-takers) hidden in this new version?

• Observers are hidden. They can watch the session without being visible to the participant.
• Co-moderators are not hidden. They join the Zoom call just like moderators and participants. Co-moderators can:
  • Turn their camera and microphone on or off
  • Participate in chat
  • Share their screen
  • Speak to other participants during the session
• Please note that a dedicated note-taker role is not currently supported in this version.

What happens when the Live Conversation is paused?

UserTesting stops recruiting spots from being filled and prevents tests from taking place. Participants will not be able to access the study.

Which type of Zoom license does UserTesting use for Live Conversations?

Zoom API Partner account

 



 

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