This document compiles frequently asked questions from customer support interactions, organized by topic.
🚀 Getting Started and Access
User Invitation and Onboarding
Q: How do I invite new users to the platform?
A: You can invite new users yourself as an admin in the “Owner” role. Navigate to the user management section (”Manage members”), enter the email address of the person you want to invite, and send them an invitation. They will receive an email with instructions to create their account and access the platform. You can assign them to a team on inviting them, and you can assign initial tracks to them that will appear on their dashboard Note that you can invite multiple people at once.
Q: Can you create users for us directly, bypassing the signup process?
A: Yes, for enterprise customers we can create user accounts directly to streamline onboarding. This is particularly useful for bulk user creation. Contact your account manager or support@wejam.ai to arrange this.
Q: Users can't log in despite receiving invitation emails - what should they check?
A: Common causes include corporate security settings blocking access, or users attempting to use the wrong URL. Users should check their spam folders, review organizational security settings, and ensure they're using the correct invitation link. After initial setup via the invite link, users should access the platform at app.wejam.ai.
Q: What's the difference between the invite link and app.wejam.ai?
A: Invite links are for initial account setup only. After creating an account via the invite link, users should access the platform at app.wejam.ai for all subsequent logins. More details: 
How to Invite Users to Multiple Jam Organizations
Q: I get an error saying "can only be in one Jam space at a time" - how do I access multiple organizations?
A: Currently, users can only be active in one Jam organization at a time with a single email address. To access multiple organizations, use email suffix variations (e.g., user+recruiting@company.com for one org, user+training@company.com for another org). Both emails will deliver to the same inbox but allow separate Jam accounts.
Q: I cannot log in after signup - what's wrong?
A: This is typically caused by clicking the invite link after account creation. After your initial signup, always go directly to app.wejam.ai to log in. Do not click the invite link again, as it's only for initial setup.
Assignment and Dashboard
Q: The learner dashboard is empty - why?
A: The dashboard displays active assignments. If it's empty, the learner has no current assignments. To populate the dashboard, managers can assign content in three ways: (1) Include an initial assignment when sending the first invite, (2) Start a team sprint for a team the learner is in, or (3) Use individual coaching to assign specific tracks or missions. Learners can also self-select tracks from the course library.
Q: How do I assign tasks or missions to users?
A: Navigate to the "Coaching" section where you have two options: (1) Team sprint - add the person to a team under "Manage Members" and start a sprint, or (2) Individual assignment - use the coaching interface to assign specific content to individual users.
📚 Understanding Core Features
Gamification
Q: What are XP and how are they computed?
A: XP stands for "experience points." For each roleplay session completed, users earn XP equal to their performance score (0-100). A user's total XP is the sum of all session XP. For example, completing three sessions with scores of 20, 50, and 70 results in total XP of 140. XP measures both engagement (number of sessions) and performance (score quality). Gain extra points for successfully solving all tasks and thereby completing the mission. Collect XP to climb to the top of your company's leaderboard and gain recognition!
Q: How do I boost my skills?
A: To boost your skills, it's essential to practice consistently. If you complete at least one role-play round for two consecutive weeks, you'll start a streak. Practice every week and try to maintain your streak for as long as possible. This ensures your continuous skill development and progress!
Q: What is the weekly target?
A: The weekly target is the recommended number of XP a learner should earn each week to maintain consistent practice. It's currently set at 250 XP, which typically translates to 3-5 sessions with average performance. This goal encourages regular weekly practice.
Team Sprints and Mission Tracking
Q: What is a mission?
A: A mission is an individual role-play consisting of a scenario, persona, and an objective to attain. Along the way, you must resolve several tasks (see "What is a Task"). Jam's mastery learning approach means that a mission is only completed when you have successfully solved all tasks. This may require multiple attempts, which we call rounds. You can always skip to the next mission and come back later.
Q: How can users see which missions they have completed and which are still pending?
A: Users can view their completed missions in three ways at https://app.wejam.ai/progress: (1) "My Progress" shows "Completed To-Dos" for assigned missions, (2) Mission completion tracking displays progress on assigned content, and (3) Roleplay history shows all sessions played. For optimal tracking, formally assign missions through team sprints or individual coaching. Missions completed from the course library without assignment will appear in the "All rounds played" tab but may not show complete tracking in other views.
Q: What is a task?
A: In each mission, you need to solve a number of tasks. The tasks are the building blocks of successful sales conversations. Examples of such tasks are "Handle the customer's price objection" or "Schedule a follow-up appointment". You will get feedback on whether each task was solved, partly solved, or not yet solved. You will also receive improvement suggestions. Implement these suggestions in your next role-play round to grow your skills!
Q: What is a track?
A: A track includes multiple missions around a common theme like a skill, scenario, or customer persona. Your learning journey is made up of several tracks, helping you gradually master skills and progress towards your goals. We recommend following the tracks in the default order, but you can also skip ahead and practice missions individually.
Q: How do sprints work on the learner dashboard?
A: When a manager starts a team sprint, it appears as a to-do item on the dashboard of all team members. The sprint shows assigned tracks and missions that need to be completed within the sprint period. Learners can see their progress and remaining tasks directly on their dashboard.
Q: I started a sprint but it doesn't appear under "active sprints" - where is it?
A: This is a known UI issue we're working to resolve. If your sprint doesn't appear where expected, please contact support@wejam.ai and we can help locate it and provide a technical fix.
Q: What does it mean to complete a round
A: Completing a round means you've finished all the lessons and assignments. Mastering a round goes beyond completion. It means you've not only understood the concepts but can also apply them confidently and effectively in real-world scenarios. Mastering a round often involves additional practice, refreshers, and a deep understanding of the subject matter.
Q: What is a refresher?
A: Once you have successfully completed a mission by solving all tasks, this mission is added to your personal refresher cue. Regular refreshers keeps your skills sharp and help combat the forgetting curve.
🔧 Technical Problems and Bugs
Audio and Microphone Issues
Q: The AI does not hear me / I have no audio - what should I check?
A: There are three common causes: (1) Missing microphone permission - check your browser settings and add Jam to the list of sites that can access your microphone, (2) Muted microphone - ensure your microphone is unmuted, (3) Other software blocking access - close other applications like Teams, Slack, or Google Meet that may be using your microphone.
Q: The transcript doesn't match what I said / transcript quality is poor - how can I improve it?
A: Jam uses industry-leading speech-to-text technology with ~5% word error rates, comparable to Microsoft Teams or Google Meet. To improve transcript quality: use a good-quality microphone (headset recommended), train in a quiet space without background noise, speak slowly and clearly, minimize dialect or slang where possible. Like all technology, transcripts aren't perfect - keep expectations realistic.
Q: The AI keeps interrupting me - what should I do?
A: The AI's response speed is a setting we continuously fine-tune to balance quick responses with natural pauses. Treat the AI like a real conversation partner - it's normal for both parties to occasionally speak at once. If interrupted, simply continue your sentence or talk over it - the AI will pick up where you left off. Customizable response speed settings are planned for the future.
🆘 Support Process and Escalation
Q: Who should I contact for different types of support?
A: Contact the appropriate person based on your needs: Technical issues - Clemens Lechner (clemens@wejam.ai), Contract/Pricing - Sebastian Klein (CEO), Implementation - Davis Webster. Always CC support@wejam.ai for tracking purposes.
Q: What's the typical response time for support requests?
A: Standard requests receive responses within 1-2 business days. Urgent issues often receive same-day responses. Complex issues are escalated to the appropriate executive as needed.
🔒 Data Protection and Privacy
Q: Where do I find information about AI data protection and privacy at Jam?
A: We have compiled a comprehensive information package for you and your stakeholders (including workers' councils and data protection officers) at: FAQ: How does Jam use AI, and is it secure? 🇬🇧
Q: Our users don't want their performance data visible to managers - can we turn off data visibility?
A: While Jam works best with full visibility for coaching and engagement, we offer two options: (1) Enhanced Privacy Mode - completely hides all individual performance data from managers (leaderboards, progress tracking, roleplay history, per-member statistics). Managers see only aggregated team data. Note: This significantly reduces engagement and learning effectiveness and is not recommended. (2) Team-based visibility (recommended) - Control visibility through team memberships. Managers only see data from teams they're members of, giving granular control without sacrificing coaching benefits. Owners have full visibility across all teams. Members (learners) see only their own data plus the top-five leaderboard (XP only, no details). For detailed stakeholder discussions, reference our FAQ at the link above.
Q: Where can I change my password?
A: You can change your password in the settings page. Click on settings on the lower left of the nav bar to access the password settings.
🥷🏽 Enhanced Privacy Mode
Jam Supports an Enhanced Privacy Mode that is applied on Organization Level
Enabling this option hides all individual performance data from all managers/trainers in your org.
This includes
- leaderboards
- individual progress tracking
- roleplay history
- and per-member statistics.
- Managers/trainers will only see aggregated team-level data.
Setup Enhanced Privacy Mode
Requirements: Owner Role
- Go to your Organization Settings Page
- Click the Checkmark to turn on Enhanced Privacy and save changes
This is what it looks like before and after
Overview Owner & Manager
Before
After
Activity Dashboard Owner & Manager
Before
After
Individual Member Session Owner & Manager
Before
Dashboard Members
Before
After
🎨 Creating Training Content with Jam Studio
Content Authoring and Mission Creation
Q: What impact do learning objectives have within a mission? Do they affect the scorecard?
A: Learning objectives don't directly impact the scorecard. They help the content author clarify what they want to achieve and assist the AI in creating the content.
Q: How does the difficulty level influence the challenge within a mission?
A: You can set the difficulty level freely. This is primarily displayed as information. However, you can tell the AI in chat to make the mission more difficult or easier. It will then adjust the persona's behavior and potentially the scorecard.
Q: How can I highlight text? Are there CSS settings that need to be considered?
A: Text highlighting is currently not possible in Jam Studio. Where specifically would you like this feature and for what purpose? This helps us prioritize future development.
Q: What do you need to create a new mission? What input is required and in what form?
A: We typically work with tracks rather than individual missions. Regardless of whether it's a track or individual mission, we need information about: learning objectives, scenario description, persona details, and assessment criteria (scorecard). Additional background about the products/services involved is also helpful. We usually collect this information through our intake forms: German | English. You can also upload supporting documents like slide decks or PDFs with additional information through these forms.
Q: How much time should be planned for mission creation?
A: This varies significantly: (1) A new version of an existing mission (e.g., just changing the persona) is often ready in minutes, (2) A new track for training or assessment created from our templates is often ready in a few hours, (3) Special cases can require up to 3 days of work. This is followed by a feedback round where you test and we potentially revise. These are net times for content creation (whether you create it yourself or we do). Depending on our Learning Experience Design (LXD) team's workload, you should plan 2-4 weeks between commissioning and completion.
AI Configuration and Prompting
Q: How can I use targeted "if-then" coding?
A: With if-then conditions, you can build "branching scenarios" that work very well: The AI persona reacts differently depending on what the learner says. This allows you to control the AI persona's behavior in the conversation very precisely. This is particularly important for designing conversation endings.
Q: Are there special prompt techniques to consider in Jam Studio?
A: Our AI is very good at understanding what human users want. What's important is to explicitly mention where you'd like changes: in "Scenario," "Persona," or "Scorecard" - or all three. The AI is configured to change as little as possible at once so you maintain overview and control. You can also ask the AI to check the mission for consistency and quality and provide improvement suggestions. Additionally, you can ask it to change the difficulty level.
Reporting and Analytics
Q: What evaluation options are available for individual missions?
A: Several evaluation options exist: (1) In the "Activity" dashboard, there's a "By Mission" tab that shows statistics per mission, (2) In "Past Sprints" within Team Sprints, mission-based evaluation occurs after a sprint is completed, (3) Through the API, you can pull all data and set up additional evaluations in a tool of your choice (e.g., in your LMS or a BI tool) with focus on missions or even individual scorecard items within missions.
🌐 Language
Q: Where can I change the language?
A: Account ManagementYou can change the language of the interface in the settings. Click on settings on the lower left of the nav bar to access the language settings.
However, the role plays will remain in the language that your company has chosen for you. If you would like to practice in another language, get in touch with support.
👥 Team Management and Visibility
Q: Can a manager see results from specific teams only?
A: Yes, control team results visibility through team memberships. Invite the manager with the "Manager" role, then add them to all teams whose results they should see. In the "Activity" dashboard, managers can select any team where they're a member but cannot see teams where they're not members. Owners have full visibility across all teams regardless of membership. Members (learners) see only their own data and the top-five XP leaderboard without details. Alternatively, use our API to export training data for custom reporting in your BI tool, LMS, or CRM (10-15 minute setup with IT).
Q: What's the difference between adding users via "New User" vs "Create Team"?
A: "New User" invites individual people to the platform. "Create Team" creates a team that can include existing users and/or new users that you can invite directly through the team page.
Q: What can be controlled through teams?
A: Teams control several key functions: (1) Team Sprint Participation - Team sprints always reference a specific team. Who participates in which team sprints is determined by team membership. Users with "Manager" role can only start sprints for teams they are members of. (2) Data Visibility for Manager Role - Users with "Manager" role (e.g., trainers or supervisors) can only see data from users in their team(s) in dashboards. By default, managers can see all data including individual sessions. In "enhanced data privacy" mode, they can only see aggregated data at team and mission levels, not individual user data. (3) Dashboard Data Filtering - All Manager/Owner dashboards can be filtered by team. The XP Leaderboard for "Members" shows only their own team by default. Note: Users can be members of multiple teams simultaneously.
Q: How can I bulk import multiple users? What are the user number limitations?
A: You can invite multiple users at once (and assign them to teams) by copying multiple email addresses into the invitation field. This number isn't limited by the system. The total number of users is limited to your contractually agreed user count, though we're not extremely strict about this. If Single Sign-On (SSO) is enabled, users with your company email addresses can register themselves without you needing to invite them first. You would then just need to assign them to teams and potentially change their roles. For very large user imports, we can automate this process via script if needed.
Q: Can I download all users from our organization as a CSV file?
A: We don't provide direct download capabilities. However, we can easily set up an API for you to pull the data to wherever you need it (e.g., your LMS or BI tool). Please let us know what specific data you'd like to extract (user names, performance data, etc.).
Q: What are the different user roles and what do they control?
A: Jam has three user roles that control access and visibility:
Member Role: Your trainees and learners should be invited with the "Member" role. Members only see the "Practice" section in the navigation bar, which includes To-Dos, My Progress, and Course Catalog. They can complete assignments, view their own progress, and access the course library for self-directed learning.
Manager Role: Trainers and supervisors who participate in the training and assessment process should be invited with the "Manager" role. Managers see both the "Practice" and "Coach" sections. In the Coach section, they can start team sprints, assign individual missions, and view dashboards. Important: Managers can only see data from users in teams where they are also members. By default, managers can see all data including individual sessions. In "enhanced data privacy" mode, they can only see aggregated data at team and mission levels, not individual user data.
Owner Role: Reserve the "Owner" role for yourself and a few selected administrators only. Owners have full functionality and complete data visibility across all teams and users, regardless of team membership. They can manage organization settings, user roles, and have access to all coaching and administrative functions.
Note: Team membership works in combination with roles to control data visibility and sprint participation. Users can be members of multiple teams simultaneously.