Overview
Conversations is live chat and a shared support inbox built into UserJot. Your users message you from the widget that already shows your feedback, roadmap, and changelog. Your team answers from the same dashboard where you triage requests. Support and feedback stop being two separate tools.
Conversations is in beta. It is free while in beta and will join the paid plans once it graduates. There is no per-seat pricing, so every owner and admin on your workspace can work the inbox.
What it includes
Turning on Conversations adds four things:
- Chat in your widget. The widget gets a Messages page where users start conversations and read replies. Chat is one channel of a conversation; email is the other.
- A shared inbox in your dashboard. A Conversations section appears in the sidebar with Queue, Open, and All views. Every owner and admin sees the same conversations and anyone can reply.
- Juno, the AI operator. Juno picks up new conversations, answers from the knowledge you give it, and hands the thread to your team when a human is needed. It never invents answers and never files feedback without the customer confirming first.
- Email forwarding. Forward your existing support address into the same inbox, so email and chat land in one place. No DNS changes.
How it connects to feedback
Most support conversations contain a feature request or a bug. When a customer describes one in chat, Juno searches your public boards for a matching request, shows it to the customer, and files, votes, or follows on their behalf once they confirm. The request then moves through your normal workflow: triage, roadmap, changelog. Signed-in and identified users are added as voters or followers, so they get the same status updates as anyone who posted on the board.
In the dashboard, a conversation's details panel lists every request linked to it, and identified users show their product activity and contributions next to the thread.
Names you will see
- Conversations is the feature. It is the name of the settings group, the dashboard sidebar section, and this help center group.
- A conversation is one thread with one customer, whether it started in chat or by email.
- Messages is the page in the widget where your users see their conversations.
- Juno is the AI operator inside Conversations. It shows up with its own name and avatar, so it is never mistaken for a teammate.
- Operators are the teammates whose avatars and availability customers see. Any owner or admin can reply without being an operator.
Requirements
- Conversations needs v3 of the UserJot widget. If you are on the older widget, upgrade your embed first.
- Only workspace owners and admins can turn it on, configure it, and work the inbox. Members who only use your public board do not get inbox access.
- Chat appears in your widget the moment you enable it, so have someone ready to watch the Queue, or turn Juno on first.
Where to go next
- Turn on Conversations enables the beta and walks through what changes.
- The conversations inbox explains the Queue, Open, and All views and how to find any conversation.
- Reply to conversations covers replies, internal notes, slash commands, snooze, and reminders.
- Meet Juno and Teach Juno your product set up the AI operator and its knowledge base.
- Email forwarding brings your support mailbox into the inbox.
- Operators and availability, Away replies, and Customize chat in the widget shape what customers see from your team.