A chatter onboarding pack should give a new hire everything they need to work well from the first shift: the schedule and who to contact, the creator guidelines and boundaries, a tone guide with examples, the tools and access they will use, the handover and escalation steps, the performance measures and a short first-week plan. Send it before the first shift, then check understanding with a short quiz or a shadowing shift. A full checklist and a first-week plan are below. On DonutJobs you can post an OF Chatter role free and shortlist from 50,000+ pre-tested virtual assistants, so your pack lands with someone whose basics are already on their profile.
Why the Pack Matters
Chatters work in writing, often alone, at times when you may not be online. A clear pack removes guesswork on the first shift, saves your team from answering the same questions repeatedly and shows your agency is organised, which helps keep good people. It also gives you a fair standard to review against after week one.
The Pack: What to Include
1. A welcome note
A short message from the team lead or owner: who you are, how the agency works, what the first week looks like and who to ask.
2. Schedule, contacts and pay terms
- Shift times in a clear time zone, and the rota for the first two weeks
- Who to contact during a shift, and how fast they reply
- What to do if they cannot make a shift, and how much notice you need
- How pay works. Many chatter roles combine a base hourly rate with commission, and agencies often pay more for overnight or weekend shifts, so state your own terms plainly in writing. See DonutJobs' guide to chatter jobs, duties and application tips
3. Creator guidelines
For each creator the chatter will cover, a one-page profile: the creator's voice and tone, topics that are welcome, topics that are off limits, how they refer to fans, the offers that are live and anything they never want said. This is the most important part of the pack.
4. Tone guide with examples
Show, not just tell. Include a handful of sample messages that are on-brand and a few that miss the mark, with a note on why. Fictional examples are fine.
5. Boundaries and conduct rules
- What chatters must never do, such as sharing personal information, making false claims or going outside the creator's rules
- How to handle a fan who pushes past boundaries
- How to protect creator and fan privacy
- That all fans and creators are adults, and what to do if anything suggests otherwise
6. Platform rules
Each platform has its own terms and content rules, and they change. Link the chatter to the current terms for every platform they will work on, ask them to read them and cover the key points in training.
7. Tools and access
A list of tools, with short setup guides or videos. Grant access only to what the chatter needs, with individual logins and no shared passwords.
8. Handover and escalation
A template for handovers between shifts, covering open conversations, fan notes and anything to escalate, plus a clear escalation path with names and contact methods.
9. Performance measures
The measures you will use, how they are measured and when they are reviewed, including the ramp-up period. Set targets from your own data. Our guide to the skills every OFM chatter should have can help you decide what to look for in reviews.
10. Confidentiality terms
The agreement the chatter has signed, plus a plain summary of what it means in practice.
A First-Week Plan
|
Day |
Focus |
Check |
|---|---|---|
|
Before day 1 |
Read the pack, set up tools and sign agreements |
Tool access confirmed and agreements signed |
|
Day 1 |
Welcome call, creator profiles, tone guide, boundaries |
Short quiz on rules and boundaries |
|
Day 2 |
Shadow an experienced chatter, practise with fictional conversations |
Feedback on three practice replies |
|
Day 3 |
Supervised shift with a team lead nearby |
Review of a sample of real conversations |
|
Day 4 |
Supervised shift, handover practice |
Handover note reviewed |
|
Day 5 |
First lighter solo shift |
End-of-week review call and plan for week two |
Adjust the pace to the person and the account. Our guide on how to onboard a new virtual assistant in the first 30 days covers the longer arc.
Check That the New Hire Is Ready
- They can explain each creator's tone and off-limit topics in their own words
- They know how to handle a boundary issue and who to escalate to
- They have used each tool successfully at least once
- They complete a handover note that someone else can follow
- Their practice messages match the tone guide
Choose the Right Chatter Before You Write the Pack
The pack works best with someone whose basics are already in place. Before the offer, shortlist on typing speed, English level, internet quality and voice tone, then add a few screening questions: which shifts they can cover, which platforms they have worked on, and how they handle a rude or pushy message. Our guide to what a chatter does during a shift gives you a picture of the work to describe in your post.
Keep the Agreement Clear
Your pack will include confidentiality and data rules, so agree them in writing before access starts. The ICO explains what a controller and processor contract should cover, and GOV.UK explains employment status in the United Kingdom. Rules differ by place, so check what applies to you. This is general information, not legal advice.
Hire a Chatter on DonutJobs and Hand Over the Pack
DonutJobs profiles show results from an internet and hardware audit, an English communication test, a live typing speed test and a recorded voice sample, so you can see the basics before you send anything.
- Create your free account and post an OF Chatter role with exact shifts, days and time zone. The Free plan gives you one active post and up to 10 applications.
- On Agency or Pro, add knockout questions in the Formbuilder for shift availability and chatting experience.
- On Agency or Pro, search the pool with Magic Search and Swipe and check typing speed, English level, internet results and voice sample on each profile.
- Send the pack through the in-app chat. On Agency or Pro the chat syncs to the ATS, where you can track onboarding stages and notes.
- On paid plans, use the included time tracking to confirm the hours worked in the first shifts, then review with the first-week plan above.
Practical Use Cases
A new agency can use the pack as its first training document. A growing agency can use the creator profile template to keep guidance consistent across several chatters. An agency replacing a chatter at short notice can send the pack and the first-week plan the same day.
FAQ
What should a chatter onboarding pack include?
Schedule and contacts, creator guidelines, a tone guide, boundaries, platform rules, tools and access, handover and escalation, performance measures, confidentiality terms and a first-week plan.
When should I send the pack?
Before the first shift, so the new chatter can read it, set up tools and ask questions.
How long should onboarding take?
Plan on a first supervised week and a review at the end of it, followed by a longer 30-day plan. Adjust to the person and the account.
Do I need to cover platform rules?
Yes. Link the current terms for each platform, ask chatters to read them and cover the key points in training.
Can I find chatters through DonutJobs?
Yes. Post a role on the Free plan with one active post and up to 10 applications, or move to Agency or Pro for pool search with Magic Search and Swipe, knockout questions and the ATS.
The first shift sets the tone for everything after it. Give new chatters a clear pack, a supported first week and a named person to ask, and they will reward you with consistency.
Post your role and shortlist pre-tested chatters. Create your free DonutJobs account or browse the talent pool.