Virtual Assistants

The Kerabie Marketplace connects you with verified virtual assistants (VAs), trained support agents who handle conversations on your behalf.

What is a virtual assistant?

A virtual assistant is a real human agent who joins your Kerabie workspace and handles conversations as if they were a member of your team. They are:

• Vetted: background-checked and tested on support quality
• Trained on your docs: they read your knowledge base and playbook before going live
• Managed through Kerabie: conversations, notes, and handoffs all happen in your existing inbox

Hiring a VA

1. Go to Marketplace in the sidebar (or kerabie.com/app/marketplace)
2. Browse available VAs: filter by language, availability, rating, and speciality
3. Click a profile to read their bio, experience, and reviews
4. Click Hire and select a plan (per-hour or monthly retainer)
5. The VA is added as an agent to your workspace within 24 hours

Onboarding your VA

After hiring, share your:

• Knowledge base: the VA reads all published articles
• Brand tone guide: set this under Settings → Widget Settings → Bot personality
• Any special instructions: add them to the VA Playbook in Marketplace settings

Monitoring VA performance

Track your VA's activity in Analytics → Agents:

• Response time
• CSAT scores
• Conversations handled per day
• Resolution rate

Pausing or ending a contract

1. Go to Marketplace → My VAs
2. Click the VA's name
3. Choose Pause (temporary) or End contract (permanent)

The VA's access to your workspace is removed within 1 hour of ending the contract. All conversation history is retained.

VA availability

VAs set their own availability hours. Check a VA's timezone and hours on their profile page before hiring. If you need 24/7 coverage, hire multiple VAs in different time zones.

Job board

Prefer to let VAs come to you? Post a job instead of searching.

1. Go to Marketplace → Job board and choose Post a job.
2. Add a title, a description, the pay type (hourly or fixed price), your budget, how long the work runs, and the skills you need.
3. VAs send you proposals with their rate and a cover letter. Open Marketplace → Activity → Posted jobs to read them.
4. Accept a proposal to send that VA a hire request at their proposed rate, or Decline it. Close job when you have found someone.

How many jobs you can have open at once depends on your plan. Closed jobs never count toward the limit.

Applying as a VA: open the job board, choose Apply now, and send your hourly rate with a short cover letter. You need a VA profile first. Track your proposals under Activity → Applications, and withdraw one at any time before it is answered. You cannot apply to a job posted by your own organisation.

Job board

Instead of searching for a VA yourself, post a job and let VAs come to you.

1. Go to Marketplace → Job board and choose Post a job.
2. Add a title, a description, the pay type (hourly or fixed price), your budget, how long the work lasts and the skills you need.
3. VAs send you a proposal with the hourly rate they would charge and a short cover letter.
4. Open Marketplace → Activity → Posted jobs to read the proposals. Accept sends that VA a normal hire request at their proposed rate. Decline closes the proposal.
5. Close job takes the job off the board.

How many jobs you can keep open at once depends on your plan. Closed jobs never count towards it.

If you are a VA, browse the board, choose Apply now, and track what you sent under Activity → Applications. You can withdraw a proposal until it is answered. You need a VA profile to apply, and you cannot apply to a job posted by your own organisation.