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This page compiles frequently asked questions from customer support, organized by topic. For step-by-step walkthroughs of individual features, see the guides under Getting started, Practice, Managing your team, and Content and organization.
Can’t find what you’re looking for? Email support@wejam.ai - we typically respond within 1-2 business days, and often same-day for urgent issues.

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Getting started and access

As an Owner, open the user management section (Manage members), enter the email address of the person you want to invite, and send them an invitation. They’ll receive an email with instructions to create their account. You can assign them to a team and assign initial tracks at the time of invite, and you can invite multiple people at once. See Creating and Managing User Accounts.
Yes - for enterprise customers we can create user accounts directly to streamline onboarding, which is especially useful for bulk creation. Contact support@wejam.ai to arrange this.
Common causes are corporate security settings blocking access, or using the wrong URL. Users should check their spam folder, review organizational security settings, and ensure they’re using the correct invitation link. After initial setup via the invite link, users should sign in at app.wejam.ai. See Logging In to JAM.
A single email address can be active in only one JAM organization at a time. To access multiple organizations, use email suffix variations (for example user+training@company.com for one org and user+recruiting@company.com for another). Both deliver to the same inbox but allow separate JAM accounts.
This is usually caused by clicking the invite link again after your account already exists. After your initial signup, always go directly to app.wejam.ai to log in - the invite link is only for initial setup.
The dashboard shows active assignments. If it’s empty, the learner has no current assignments. Managers can populate it in three ways: (1) include an initial assignment in the first invite, (2) start a team sprint for a team the learner is in, or (3) assign specific tracks or missions through individual coaching. Learners can also self-select tracks from the Course Library.
Open the Coaching section. You have two options: (1) Team sprint - add the person to a team under Manage Members and start a sprint, or (2) Individual assignment - assign specific content to an individual.

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Understanding core features

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Gamification

XP stands for “experience points.” For each roleplay session completed, you earn XP equal to your performance score (0-100). Your total XP is the sum of all session XP - for example, three sessions scoring 20, 50, and 70 give a total of 140 XP. XP reflects both engagement (number of sessions) and performance (score quality). Collect XP to climb your company’s leaderboard. See Tracking Your To Dos and Progress.
Practice consistently. If you complete at least one roleplay round for two consecutive weeks, you start a streak. Keep practicing every week to maintain it - this drives continuous skill development.
The weekly target is the recommended XP to earn each week for consistent practice. It’s currently 250 XP, which typically translates to 3-5 sessions at average performance.

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Missions, tasks, tracks, and sprints

A mission is an individual roleplay made up of a scenario, a persona, and an objective. Along the way you resolve several tasks. JAM’s mastery-learning approach means a mission is only complete when you’ve solved all its tasks - which may take multiple attempts, called rounds. You can always skip to the next mission and come back later. See Starting and Completing a Roleplay.
Tasks are the building blocks of a successful conversation - for example “Handle the customer’s price objection” or “Schedule a follow-up appointment.” You get feedback on whether each task was solved, partly solved, or not yet solved, along with improvement suggestions to apply in your next round. See Understanding Your Feedback.
A track groups multiple missions around a common theme - a skill, scenario, or customer persona. Your learning journey is made up of several tracks. We recommend following the default order, but you can skip ahead and practice missions individually.
When a manager starts a team sprint, it appears as a to-do on the dashboard of all team members, showing the assigned tracks and missions to complete within the sprint period. Learners see their progress and remaining tasks directly on their dashboard.
Open My Progress at app.wejam.ai/progress: (1) “Completed To-Dos” shows assigned missions, (2) mission completion tracking displays progress on assigned content, and (3) roleplay history shows all sessions played. For complete tracking, have missions formally assigned through team sprints or individual coaching - missions played from the course library without assignment appear under “All rounds played” but may not show full tracking elsewhere.
If a sprint doesn’t appear where you expect, contact support@wejam.ai and we’ll help locate it.
Completing a round means you’ve finished the assignment. Mastering it goes further - you can confidently and effectively apply the concepts in real-world scenarios, which often takes additional practice and refreshers.
Once you’ve completed a mission by solving all its tasks, it’s added to your personal refresher queue. Regular refreshers keep your skills sharp and help combat the forgetting curve.

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Technical problems

Three common causes: (1) Missing microphone permission - check your browser settings and allow JAM to access your microphone, (2) Muted microphone - make sure it’s unmuted, (3) Another app blocking access - close software like Teams, Slack, or Google Meet that may be using your microphone. If calls won’t start at all on a corporate network, see Call Connection Issues.
JAM uses industry-leading speech-to-text with around 5% word error rates, comparable to Microsoft Teams or Google Meet. To improve quality: use a good microphone (a headset is best), practice in a quiet space, speak slowly and clearly, and minimize dialect or slang. Like all technology, transcripts aren’t perfect.
The AI’s response speed is continuously fine-tuned to balance quick replies with natural pauses. Treat it like a real conversation partner - if you’re interrupted, simply continue your sentence and the AI will pick up where you left off. Customizable response-speed settings are planned.

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Creating training content with Jam Studio

No - learning objectives don’t directly impact the scorecard. They help the content author clarify intent and assist the AI in creating content. See Creating a Mission in Jam Studio.
Difficulty is set freely and is primarily shown as information. You can also ask the AI in chat to make a mission harder or easier - it will adjust the persona’s behavior and potentially the scorecard.
Whether it’s a track or an individual mission, we need: learning objectives, a scenario description, persona details, and assessment criteria (the scorecard). Background on the products or services involved is also helpful. You can email support@wejam.ai to request an intake form, and you can attach supporting documents such as slide decks or PDFs.
It varies: a new version of an existing mission (for example just changing the persona) is often ready in minutes; a new track built from our templates is often ready in a few hours; special cases can take up to 3 days. A feedback round follows. Depending on our Learning Experience Design team’s workload, plan 2-4 weeks between commissioning and completion.
With if-then conditions you can build branching scenarios where the AI persona reacts differently depending on what the learner says. This gives precise control over the persona’s behavior - particularly useful for designing how conversations end.
The AI is good at understanding intent. Be explicit about where you want changes - in Scenario, Persona, or Scorecard (or all three). It’s configured to change as little as possible at once so you keep control. You can also ask it to check a mission for consistency and quality, suggest improvements, or change the difficulty level.
Several: (1) the Activity dashboard has a “By Mission” tab with per-mission statistics, (2) “Past Sprints” within Team Sprints gives mission-based evaluation after a sprint completes, and (3) via the API you can pull all data into your LMS or BI tool, down to individual scorecard items.

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Language

Change the interface language in Settings (lower left of the navigation bar). Note that roleplays stay in the language your company chose for you - to practice in another language, contact support@wejam.ai. See Managing Your Personal Settings.

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Team management and visibility

JAM has three roles (see Assigning Roles to Users):
  • Member - for trainees and learners. Members see only the Practice section (To-Dos, My Progress, Course Catalog), complete assignments, and view their own progress.
  • Manager - for trainers and supervisors. Managers see Practice and Coach, can start team sprints, assign missions, and view dashboards. They only see data from teams they’re a member of. By default they can see individual sessions; in enhanced privacy mode they see only aggregated team- and mission-level data.
  • Owner - reserve for yourself and a few administrators. Owners have full functionality and complete data visibility across all teams, and manage organization settings and roles.
Team membership combines with roles to control visibility and sprint participation. Users can belong to multiple teams.
Yes - control this through team membership. Invite the manager with the Manager role, then add them to the teams whose results they should see. In the Activity dashboard, managers can select any team they’re a member of, but not teams they aren’t. Owners see all teams. Members see only their own data plus the top-five XP leaderboard.
New User invites individual people to the platform. Create Team creates a team that can include existing users and/or new users you invite directly from the team page.
Teams control three things: (1) Team sprint participation - sprints always reference a specific team, and managers can only start sprints for teams they belong to; (2) Data visibility for the Manager role - managers only see data from users in their teams; (3) Dashboard filtering - all Manager/Owner dashboards can be filtered by team. Users can belong to multiple teams.
Paste multiple email addresses into the invitation field to invite many users at once (and assign them to teams). The system doesn’t limit this count, though total users are bound by your contract. If Single Sign-On (SSO) is enabled, users with your company email can register themselves. For very large imports, contact support@wejam.ai - we can automate it.
There’s no direct CSV download, but we can set up an API so you can pull the data into your LMS or BI tool. Let us know which fields you need.

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Data protection and privacy

See the JAM trust center for the full security and data-protection package, or email support@wejam.ai to request documents for your stakeholders (including works councils and data protection officers).
Yes, in two ways. Team-based visibility (recommended) - managers only see data from teams they’re members of, giving granular control without losing coaching benefits. Enhanced Privacy Mode - completely hides all individual performance data from managers (leaderboards, progress, roleplay history, per-member statistics); managers see only aggregated team data. Enhanced Privacy Mode significantly reduces engagement and learning effectiveness, so we don’t recommend it. See below for setup.
In the Settings page - click Settings at the lower left of the navigation bar. See Managing Your Personal Settings.

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Enhanced Privacy Mode

Enhanced Privacy Mode is applied at the organization level. Enabling it hides all individual performance data from every manager and trainer in your org, including:
  • leaderboards
  • individual progress tracking
  • roleplay history
  • per-member statistics
Managers and trainers will only see aggregated, team-level data.
Why we don’t recommend this: JAM works best when managers and trainers can give personalized feedback and coaching. Enhanced Privacy Mode significantly reduces engagement and learning effectiveness.
To enable it (requires the Owner role):
  1. Go to your Organization Settings page. See Configuring Organization Settings. The Organization Settings page, where Enhanced Privacy is configured
  2. Turn on Enhanced Privacy and save your changes. Toggle Enhanced Privacy on and save

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What it looks like before and after

With Enhanced Privacy Mode on, Owners still see everything, but Managers and trainers lose access to individual performance data across these views. Overview (Owner & Manager) Overview before Enhanced Privacy Mode - individual data visible Overview after Enhanced Privacy Mode - individual data hidden Activity dashboard (Owner & Manager) Activity dashboard before Enhanced Privacy Mode Activity dashboard after Enhanced Privacy Mode - aggregated only Individual member session (Owner & Manager) Individual member session before Enhanced Privacy Mode Individual member session after Enhanced Privacy Mode - no longer accessible to managers Member dashboard Member dashboard before Enhanced Privacy Mode Member dashboard after Enhanced Privacy Mode

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Support and escalation

Email support@wejam.ai for any issue - technical problems, account questions, content, contracts, or implementation. We route your request to the right person internally.
Standard requests receive a response within 1-2 business days. Urgent issues often get a same-day response.
Last updated: June 2026