Live Conversation: New Experience

This article applies to: UserTesting 

On this page:

Next Gen vs. Classic: What's changed

Create a Live Conversation

Follow these steps to create your Live Conversation session:

Create your session 

1. From your dashboard, click Create test
2. Select Live Conversation

3. Add your session details:

   • Enter a name
   • Select the device participants will use
   • Choose the language

   Note: Transcripts will be generated in the selected language.
   
   

4. Click Create

Add participants

Add participants to your Live Conversation by selecting or creating an audience.

1. Open the Audience tab 
   • Go to the Audience tab 
   • Click Add audience
     
      
2. Choose your audience
   

3. Set up your audience

   • Choose your audience criteria
   • Add or customize screeners
   • Select the number of participants
   • Set confidentiality terms

    

Schedule sessions

Schedule your Live Conversation sessions by setting availability and selecting time slots.

1. Open the Scheduler tab
   • Go to the Scheduler tab
     
      
2. Set your availability
   • Set the date and time range
   • Add availability by clicking or dragging on the calendar
     
     Tip: Make sure your availability aligns with your participants’ time zones.
     
      
3. Configure session settings
   • Adjust the session length
   • Add buffer time between sessions
   • Set booking preferences as needed
4. Review and confirm
   • Click Review

   • Confirm your session schedule

     
      

Launch and share 

Launch your Live Conversation and share session links with participants.

1. Review your session setup
   • Go to Review tab
   • Confirm your test details, availability, and audience
     
     
      
2. Launch your session
   • Click Launch and get links
   • If prompted, adjust audience settings as needed
3. Share session links
   • Copy the session links
   • Send them to your participants

Note: You can also access and manage session links from the Monitor tab after launching.
 

Handle unscheduled sessions

Use unscheduled sessions to start a session immediately without scheduling in advance.

Note: Unscheduled sessions are only available when using the Invite Network with participants. If there is an upcoming scheduled session, you can switch to it from the session lobby by clicking Switch Session.
 

1. Start an unscheduled session
   • Go to the Monitor tab 
   • Click Start an unscheduled session
     
      
2. Share the session link
   • Copy the session link 
   • Send it to your participant 
3.  Begin the session
   • Once both you and the participant join, the session will begin automatically

Manage notifications

Participants receive notifications and reminders based on the session schedule.

Note: Notifications are sent for key session events, including:

• When sessions are scheduled or updated 
• Session reminders before the session begins 
• Updates when sessions are booked or changed

Join a session

Participants can join a session using the link shared with them.

• Open the session link
• Follow the on-screen prompts to join
• Ensure your device, camera, and microphone are set up before joining

Reschedule a session

Rescheduling is not currently available. To make changes, cancel the session and create a new one.

• Go to the Scheduler tab 
• Select the session and click Cancel session

Note: Participants will receive a notification confirming the cancellation.

Handle no-shows

Participants are marked as a no-show if they do not join the session within 10 minutes of the scheduled start time.

• If a participant does not join within 10 minutes, the session is marked as a no-show
• If you are more than 10 minutes late, you may also be marked as a no-show
• If the session is ended after the participant enters but does not join, it may be marked as complete

Note: You may be charged for no-show sessions. Contact support if you need assistance.

Important: If a participant enters the lobby but does not join and you end the session, it will be marked as complete. To request a refund, you’ll need to report a problem.

Participant payments

The following table outlines how sessions are charged based on different scenarios.
 

Track participant progress

After launching your session, you can monitor participant activity from the Monitor tab.

• View session status, including scheduled, in progress, and completed sessions
• Track participant progress and identify where participants may drop off
  
  
  
  
  
  
  
  
  
   

View and export results

After your session is complete, you can review recordings and export session data from the Results tab.

1. Open the Results tab
   • Go to the Results tab
   • Select the session you want to review
     

2. Review session recordings

   • Click a recording to watch the session 

   • View transcripts and summaries to understand participant feedback
      

3. Take action on recordings

   • Click the Actions (...) menu to:

     • Share recordings
     • Download videos for offline viewing
     • Download transcripts for analysis or documentation
     • Mark sessions as viewed
     • 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. 
    

Export the data

1. Click Export in the Results tab
   • Choose the data you want to download, such as:

     • Participant ID 

     • Session status 

     • Study time 

     • Start and end times 

     • Transcripts 

     • Audience name

Manage your session after launch

After launching your session, you can pause it or make limited updates as needed.

 Note: When a test is paused, participants cannot join scheduled or unscheduled sessions because the test is offline. Be sure to resume the test before any upcoming sessions to avoid no-shows.

1. Pause your session
   • Go to the Monitor tab
   • Click the Actions (...)menu
   • Select Pause test and confirm
     
     
2. Resume your session
   • Go to the Review tab
   • Click Resume test
3. Make updates after launch
   You can make limited changes after launching
   • Audience: Update audience details and recruitment criteria (applies to new participants)
   • Scheduler: Adjust availability and time slots (applies 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 version?

• Observers are hidden and can watch the session without being visible to participants
• Co-moderators are not hidden and join the session like moderators and participants

Co-moderators can:

• Turn their camera and microphone on or off

• Participate in chat
• Share their screen
• Speak during the session

Note: A dedicated note-taker role is not currently supported in this version.
 

What happens when a Live Conversation is paused?

• Recruitment is paused and new sessions cannot be booked
• Ongoing sessions are stopped
• Participants cannot access the study

Which Zoom license does UserTesting use for Live Conversations?

UserTesting uses a Zoom API Partner account.

 



 

Related content