How Jo uses your messages

Jo, the chat behind the Help button, is Jounce’s AI support assistant. It reads the articles in this help center and answers from them. It knows your first name, so it can say hello. It also sees the name of the page you’re on.

Jo reads your workspace’s name and parts of the Brand profile on your Brand page, such as what you sell and who you write to. That way, its advice can fit your business.

When you ask about your account, Jo can look at your emails, forms, automations, analytics, sending setup, and latest imports. Beyond these and what it reads about your business, it sees nothing else of your account, and it can’t change anything for you. It says where the control is, and you make the change.

Ask Jo to make an email, a form, or an automation, and it writes the description Jounce will draft from on a card. Nothing is made until you select the card’s button. See Ask Jo to start an email, a form, or an automation.

Jo has a list of every article in this help center: each one’s title and what it covers. For each question, Jo picks the articles that fit, reads them, and answers from what it read. An AI model does the writing, from your conversation and those articles.

An answer about Jounce shows you the article it came from, and Jo shows only an article it read. When no article covers your question about Jounce, Jo says so — I couldn’t find that in the help center — shows none, and asks whether you have another question or would like to talk to a person.

For a general email-marketing question that no article answers, such as how often to send or which emails work for a software company, Jo gives general advice instead. That advice comes from what the AI model knows about email marketing, not from an article. The reply opens with In general and shows no article.

If your question is too vague to answer, Jo asks one short question back with a few choices. Then it answers the one you pick.

Say hi, or tell Jo how your day is going, and it answers the way a person would, with no article. A message about neither Jounce nor email marketing, such as a riddle or the weather, gets a short reply and a question about what Jo can help with.

Each article Jo shows is a card. Read the article opens it in a new tab. When it’s about a page in Jounce you aren’t on, a button such as Open Emails takes you there. When two cards would have the same button, only the first shows it.

The page you’re on

Jo sees the name of the page you’re on, such as Emails or Automations. It never sees what’s on the page or what you type there. The name helps Jo pick the right article. Ask how to delete one on Emails, and Jo reads about deleting an email. Ask on Automations, and it reads about deleting an automation.

The same name shows at the top left of the box you type in. Point at it, and Jounce says:

Jo sees which page you’re on, never what you type there, and reads your Brand page. It checks your emails, forms, automations, analytics, sending setup and imports only when you ask.

What Jo can check in your account

When you ask about your own account, Jo can look before it answers. It reads only what your own pages already show you, and it changes nothing.

• Your emails. Jo can see the status an email shows on your Emails page, and when it went out or is set to go. It can see how many people it went to, and the reason Jounce gives when a send failed or is held. For an email that went out, it can also see the numbers on its results page. That’s Delivered, Open rate, and Click rate, and the counts of bounces, spam complaints, and unsubscribes. Name the email and Jo finds it among your recent ones, or ask about your latest emails.
• Your sending setup. Jo can see whether your email address is verified and whether sending is paused or at risk. It can also see your domain’s status, and whether the From card on your Sending page reads Authenticated or Sent via Jounce.
• Your imports. For a long list that imported in the background, Jo can see whether it finished and how many people it added or updated. A short list that finished while you watched leaves nothing for Jo to check.
• Your forms and pages. Jo can see whether each one is Live or a Draft, what kind it is, and when it was last published. It can also see a form’s views, submissions, and conversion, as the Forms page counts them. It can’t see a form’s link or embed code, but the article it shows says where to find them.
• Your automations. Jo can see each one’s status on your Automations page, such as Live or Paused, and how many people are in it. For one automation, it can also see the six cards on its insights page, such as Entered and Finished, and the notes under them.
• Your analytics. Jo can see the cards on any tab of the Analytics page: Subscribers, Emails, Forms, or Automations. It uses the last 30 days unless you name another time range: 7 days, 90 days, or 12 months.

Jo then shows the article that explains what it found and what to do next. If a check doesn’t go through, Jo says so and answers from the help center.

Jo looks only in the workspace you’re in, and only at the emails on your Emails page, not the ones inside an automation. When it finds nothing there and you belong to more than one workspace, it says what you asked about may be in another one. Switch to that workspace and ask again.

Jo can tell you how many subscribers you have, but never who they are. It doesn’t see who opened or clicked, your API keys, or your billing either. Asked about any of those, it starts with I can’t see that part of your account. Then it points you to where you can look.

What Jounce keeps

Jounce saves your chat with Jo as one record, and starts a new record when a very long chat starts over.

Each record holds the questions you typed, Jo’s replies, the help articles Jo read and pointed to, and the page you were on. It also notes which of Jo’s answers you marked This didn’t help. The record is tied to your workspace.

When Jo showed a card to start an email, a form, or an automation, the record notes which of the three. The description on the card isn’t saved.

The record has your first name, or a detail about your business, only where Jo said it back to you. Jo’s replies can include a name, a status, a time, or a number from your account, and they’re saved like any reply. What Jo looked at is never saved, and neither is what it read about your business.

Before saving, Jounce masks email addresses and long codes, such as an API key. A very long paste is cut short. Keep passwords and card numbers out of the chat all the same; Jo never needs them.

How long

Jounce keeps each record for 30 days after your last message in it, then deletes it for you. The chat has no delete button, and you don’t need one.

Who reads it, and why

People at Jounce read the saved conversations to fill the gaps in this help center. They look mostly at the questions Jo couldn’t answer and the answers you marked This didn’t help.

Nobody at Jounce answers you through the chat. For a person, ask Jo for one; Jo hands you to the team by email. See Get help from a person at Jounce.