This article walks you through how to join your Live Conversation and what to expect before it starts.
Quick tips 
- For scheduled Live Conversations, plan to join at least 10 minutes before the scheduled start time.
- You may enter a lobby first. Stay on the page and keep the tab open while you wait for the customer.
In this article
When should I join my session?
If your Live Conversation has a scheduled start time, plan to join at least 10 minutes before it starts. When you join, you’ll enter a lobby. The session will begin once the scheduled start time is reached and the customer has joined.
Before the session starts
Use the extra time to:
- Review and accept any terms
- Enter your display name
- Get your device set up before the session starts
Some sessions don't require scheduling. In these cases, you may be able to join right away. If the session hasn't started yet, stay on the page and wait for the customer.
How do I get started?
From a direct link
If you only received a link and didn’t schedule a session ahead of time:
Open your invite link. This should redirect you to the welcome screen.
Select Get started to continue.
From your dashboard
If you scheduled the session through your UserTesting account:
Go to your dashboard, and find your scheduled Live Conversation under Upcoming sessions. Then select Join now.
From your email
If you received a confirmation or reminder email:
Open your email and select Join session.
What happens before I join the conversation?
You’ll go through a few quick steps before entering the conversation.
What comes next
You may need to:
- Review and accept any terms
- Enter your display name
- Complete a quick system check
- Get ready in the lobby
- Join the conversation when it starts
Review and accept any terms
You may be asked to review and accept confidentiality terms before continuing. These explain how your session will be recorded and how your feedback will be used.
Indicate that you understand the terms. Then select Agree and continue
Enter your display name
You’ll need to enter a display name before joining.
Provide your display name. Then select Continue.
Complete a quick system check
Some sessions include a quick check for:
- Microphone
- Camera
- Device setup
Follow the on-screen steps to continue.
Get ready in the lobby
Before the session starts, you’ll land on a screen with tips to help you prepare.
Wait for the customer to join and the session to start. Then select Join session
Before the session starts
Make sure you:
- Are in a quiet place
- Close extra tabs or apps
- Are ready to turn on your camera
After setup, you’ll wait in the lobby until it’s time to join.
You’ll wait in the lobby until the session starts
While you wait
Join the conversation
Once the customer is ready and the scheduled start time is reached, the Join session button will become available.
Select Join session to start.
I’m having trouble joining. What should I do?
You may be trying to join too early. Please note you can only join the lobby 10 minutes before the start time. If you try earlier, you may see a message that the session hasn't opened yet.
If the session isn't open:
- Stay on the page
- Wait for the custom
- Try again when it's time for the session to start
If you get a “Thanks for your interest” message, the session is no longer available.
This can happen if:
- The customer paused their study to make changes
- The study already has enough responses
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