Best Practices for Assistants

Magic Tools

1. Assistants should use Messager to communicate with their client and log their work hours.
2. They should use Workspace to record their schedule and their tasks.

Professional Communication

1. Be professional and transparent when communicating with the client/s.
2. Ensure the proper use of the English language, spelling and language. No abbreviations or slang. Clear, concise communication.
3. Respond to your Account Lead’s messages in a timely manner (ideally within 5-10 minutes) while on shift, whether via Discord, email, or other communication channels. Please provide detailed/ thorough explanations when necessary, as brief responses may not always suffice.
4. Inform your Account Lead in advance of any schedule changes, including shift adjustments and absences.

Response Time

1. When online, assistants are encouraged to reply to clients within 2 minutes.
2. When returning to work, prioritize responding to the client’s unanswered messages.

Task Bottlenecks

1. For issues encountered while working on a task, consult with your Account Lead on the best course of action.
2. If it remains unresolved, be transparent with the client and clearly communicate the issue encountered and actions taken to try and resolve it.

End of Day Reports

1. Send End-Of-Day (EOD) reports to clients as this practice helps keep the client up-to-date on your progress.
   • Account Leads can help you with your End-Of-Day (EOD) reports if you’re having trouble.