> ## Documentation Index
> Fetch the complete documentation index at: https://docs.wejam.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

> Answers to common questions about using JAM, organized by topic - access, core features, technical issues, content creation, and team management.

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**.

<Note>
  Can't find what you're looking for? Email
  [support@wejam.ai](mailto:support@wejam.ai) - we typically respond within 1-2
  business days, and often same-day for urgent issues.
</Note>

## Getting started and access

<AccordionGroup>
  <Accordion title="How do I invite new users to the platform?">
    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](/external/coach/user-documentation/managing-user-accounts).
  </Accordion>

  <Accordion title="Can you create users for us directly, bypassing the signup process?">
    Yes - for enterprise customers we can create user accounts directly to
    streamline onboarding, which is especially useful for bulk creation. Contact
    [support@wejam.ai](mailto:support@wejam.ai) to arrange this.
  </Accordion>

  <Accordion title="Users can't log in despite receiving invitation emails - what should they check?">
    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](https://app.wejam.ai). See [Logging In to
    JAM](/external/coach/user-documentation/login).
  </Accordion>

  <Accordion title="What's the difference between the invite link and app.wejam.ai?">
    Invite links are for **initial account setup only**. After creating your
    account via the invite link, always sign in at
    [app.wejam.ai](https://app.wejam.ai) for all future logins.
  </Accordion>

  <Accordion title="I get an error saying I 'can only be in one Jam space at a time' - how do I access multiple organizations?">
    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.
  </Accordion>

  <Accordion title="I cannot log in after signup - what's wrong?">
    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](https://app.wejam.ai) to log in - the invite link is only for
    initial setup.
  </Accordion>

  <Accordion title="The learner dashboard is empty - why?">
    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](/external/coach/user-documentation/course-library).
  </Accordion>

  <Accordion title="How do I assign tasks or missions to users?">
    Open the **Coaching** section. You have two options: (1) **Team sprint** - add the person to a team under **Manage Members** and [start a sprint](/external/coach/user-documentation/assigning-sprints), or (2) **Individual assignment** - [assign specific content](/external/coach/user-documentation/assigning-tracks) to an individual.
  </Accordion>
</AccordionGroup>

## Understanding core features

### Gamification

<AccordionGroup>
  <Accordion title="What is XP and how is it computed?">
    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](/external/coach/user-documentation/my-todos).
  </Accordion>

  <Accordion title="How do I boost my skills?">
    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.
  </Accordion>

  <Accordion title="What is the weekly target?">
    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.
  </Accordion>
</AccordionGroup>

### Missions, tasks, tracks, and sprints

<AccordionGroup>
  <Accordion title="What is a mission?">
    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](/external/coach/user-documentation/roleplay).
  </Accordion>

  <Accordion title="What is a task?">
    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](/external/coach/user-documentation/feedback).
  </Accordion>

  <Accordion title="What is a track?">
    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.
  </Accordion>

  <Accordion title="How do sprints work on the learner dashboard?">
    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.
  </Accordion>

  <Accordion title="How can I see which missions I've completed and which are still pending?">
    Open **My Progress** at
    [app.wejam.ai/progress](https://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.
  </Accordion>

  <Accordion title="I started a sprint but it doesn't appear under 'active sprints' - where is it?">
    If a sprint doesn't appear where you expect, contact
    [support@wejam.ai](mailto:support@wejam.ai) and we'll help locate it.
  </Accordion>

  <Accordion title="What does it mean to complete a round vs. master 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.
  </Accordion>

  <Accordion title="What is a refresher?">
    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.
  </Accordion>
</AccordionGroup>

## Technical problems

<AccordionGroup>
  <Accordion title="The AI doesn't hear me / I have no audio - what should I check?">
    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](/external/coach/help-and-reference/call-connection-issues).
  </Accordion>

  <Accordion title="The transcript doesn't match what I said - how can I improve it?">
    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.
  </Accordion>

  <Accordion title="The AI keeps interrupting me - what should I do?">
    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.
  </Accordion>
</AccordionGroup>

## Creating training content with Jam Studio

<AccordionGroup>
  <Accordion title="Do learning objectives affect the scorecard?">
    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](/external/coach/user-documentation/creating-a-mission).
  </Accordion>

  <Accordion title="How does the difficulty level influence a mission?">
    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.
  </Accordion>

  <Accordion title="What input is required to create a new mission?">
    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](mailto:support@wejam.ai) to request an intake
    form, and you can attach supporting documents such as slide decks or PDFs.
  </Accordion>

  <Accordion title="How much time should I plan for mission creation?">
    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.
  </Accordion>

  <Accordion title="How can I use targeted 'if-then' logic?">
    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.
  </Accordion>

  <Accordion title="Are there special prompt techniques for Jam Studio?">
    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.
  </Accordion>

  <Accordion title="What evaluation options are available for individual missions?">
    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](/external/coach/help-and-reference/data-export-api) you can pull all data into your LMS or BI tool, down to individual scorecard items.
  </Accordion>
</AccordionGroup>

## Language

<AccordionGroup>
  <Accordion title="Where can I change the 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](mailto:support@wejam.ai). See [Managing Your Personal
    Settings](/external/coach/user-documentation/personal-settings).
  </Accordion>
</AccordionGroup>

## Team management and visibility

<AccordionGroup>
  <Accordion title="What are the different user roles and what do they control?">
    JAM has three roles (see [Assigning Roles to Users](/external/coach/user-documentation/assigning-roles)):

    * **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.
  </Accordion>

  <Accordion title="Can a manager see results from specific teams only?">
    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.
  </Accordion>

  <Accordion title="What's the difference between adding users via 'New User' vs 'Create Team'?">
    **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.
  </Accordion>

  <Accordion title="What can be controlled through teams?">
    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.
  </Accordion>

  <Accordion title="How can I bulk-import multiple users? Are there limits?">
    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](mailto:support@wejam.ai) - we can automate
    it.
  </Accordion>

  <Accordion title="Can I download all users from our organization as a CSV?">
    There's no direct CSV download, but we can set up an [API](/external/coach/help-and-reference/data-export-api) so you can pull the data into your LMS or BI tool. Let us know which fields you need.
  </Accordion>
</AccordionGroup>

## Data protection and privacy

<AccordionGroup>
  <Accordion title="Where do I find information about AI data protection and privacy at Jam?">
    See the JAM trust center for the full security and data-protection package, or email [support@wejam.ai](mailto:support@wejam.ai) to request documents for your stakeholders (including works councils and data protection officers).
  </Accordion>

  <Accordion title="Our users don't want their performance data visible to managers - can we turn off data visibility?">
    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.
  </Accordion>

  <Accordion title="Where can I change my password?">
    In the **Settings** page - click **Settings** at the lower left of the navigation bar. See [Managing Your Personal Settings](/external/coach/user-documentation/personal-settings).
  </Accordion>
</AccordionGroup>

### 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.

<Warning>
  **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.
</Warning>

**To enable it** (requires the **Owner** role):

1. Go to your **Organization Settings** page. See [Configuring Organization Settings](/external/coach/user-documentation/account-settings).

   <img src="https://mintcdn.com/jam-dd997f5e/TOy6FHA4ETXAHIOI/external/coach/images/faq/01-org-settings-page.png?fit=max&auto=format&n=TOy6FHA4ETXAHIOI&q=85&s=0ec8ec57cf837d78e18d238b35777f13" alt="The Organization Settings page, where Enhanced Privacy is configured" width="2926" height="1764" data-path="external/coach/images/faq/01-org-settings-page.png" />

2. Turn on **Enhanced Privacy** and save your changes.

   <img src="https://mintcdn.com/jam-dd997f5e/TOy6FHA4ETXAHIOI/external/coach/images/faq/02-enable-enhanced-privacy.png?fit=max&auto=format&n=TOy6FHA4ETXAHIOI&q=85&s=d72e653dda006d02b9896eb6d2d1d7f2" alt="Toggle Enhanced Privacy on and save" width="2924" height="1764" data-path="external/coach/images/faq/02-enable-enhanced-privacy.png" />

#### 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)**

<img src="https://mintcdn.com/jam-dd997f5e/oFYto-aI4HAPsXTp/external/coach/images/faq/03-overview-before.png?fit=max&auto=format&n=oFYto-aI4HAPsXTp&q=85&s=97ac8bed88ae37d2e863b5c353536137" alt="Overview before Enhanced Privacy Mode - individual data visible" width="2925" height="1762" data-path="external/coach/images/faq/03-overview-before.png" />

<img src="https://mintcdn.com/jam-dd997f5e/oFYto-aI4HAPsXTp/external/coach/images/faq/04-overview-after.png?fit=max&auto=format&n=oFYto-aI4HAPsXTp&q=85&s=2fd87cfc7fd9e3dbd5d3f47ad3aecd61" alt="Overview after Enhanced Privacy Mode - individual data hidden" width="2925" height="1762" data-path="external/coach/images/faq/04-overview-after.png" />

**Activity dashboard (Owner & Manager)**

<img src="https://mintcdn.com/jam-dd997f5e/oFYto-aI4HAPsXTp/external/coach/images/faq/05-activity-dashboard-before.png?fit=max&auto=format&n=oFYto-aI4HAPsXTp&q=85&s=ecff1732eb04bbcb2487e0f03a935830" alt="Activity dashboard before Enhanced Privacy Mode" width="2925" height="1762" data-path="external/coach/images/faq/05-activity-dashboard-before.png" />

<img src="https://mintcdn.com/jam-dd997f5e/oFYto-aI4HAPsXTp/external/coach/images/faq/06-activity-dashboard-after.png?fit=max&auto=format&n=oFYto-aI4HAPsXTp&q=85&s=35b9fe1e70cbc9c78b88efeca50465b7" alt="Activity dashboard after Enhanced Privacy Mode - aggregated only" width="2925" height="1762" data-path="external/coach/images/faq/06-activity-dashboard-after.png" />

**Individual member session (Owner & Manager)**

<img src="https://mintcdn.com/jam-dd997f5e/oFYto-aI4HAPsXTp/external/coach/images/faq/07-member-session-before.png?fit=max&auto=format&n=oFYto-aI4HAPsXTp&q=85&s=c87167e7c2a50f06f44ab6d0b677feb4" alt="Individual member session before Enhanced Privacy Mode" width="2925" height="1762" data-path="external/coach/images/faq/07-member-session-before.png" />

<img src="https://mintcdn.com/jam-dd997f5e/oFYto-aI4HAPsXTp/external/coach/images/faq/08-member-session-after.png?fit=max&auto=format&n=oFYto-aI4HAPsXTp&q=85&s=904d4a84afe87c22bea4cda65642a5e1" alt="Individual member session after Enhanced Privacy Mode - no longer accessible to managers" width="2925" height="1762" data-path="external/coach/images/faq/08-member-session-after.png" />

**Member dashboard**

<img src="https://mintcdn.com/jam-dd997f5e/oFYto-aI4HAPsXTp/external/coach/images/faq/09-member-dashboard-before.png?fit=max&auto=format&n=oFYto-aI4HAPsXTp&q=85&s=1a72930948cb8bd179259c127f4fbc16" alt="Member dashboard before Enhanced Privacy Mode" width="2925" height="1762" data-path="external/coach/images/faq/09-member-dashboard-before.png" />

<img src="https://mintcdn.com/jam-dd997f5e/oFYto-aI4HAPsXTp/external/coach/images/faq/10-member-dashboard-after.png?fit=max&auto=format&n=oFYto-aI4HAPsXTp&q=85&s=e29be5553158cb6a7e4cce37990ad005" alt="Member dashboard after Enhanced Privacy Mode" width="2925" height="1762" data-path="external/coach/images/faq/10-member-dashboard-after.png" />

## Support and escalation

<AccordionGroup>
  <Accordion title="Who should I contact for support?">
    Email [support@wejam.ai](mailto:support@wejam.ai) for any issue - technical problems, account questions, content, contracts, or implementation. We route your request to the right person internally.
  </Accordion>

  <Accordion title="What's the typical response time?">
    Standard requests receive a response within 1-2 business days. Urgent issues often get a same-day response.
  </Accordion>
</AccordionGroup>

***

*Last updated: June 2026*