Virtual Assistant & Small Business Glossary
Running a business with virtual assistants comes with a lot of new language. This glossary keeps things simple. It’s a quick reference you can use anytime you come across a word you’re not totally sure about.
Core VA Terms
Virtual Assistant (VA)
A self-employed professional who provides administrative, creative, technical, or operational support to businesses from a remote location.
VA Agency
A business that manages a team of virtual assistants and assigns them to clients. Clients usually work with the agency as a whole rather than just one individual VA. BrightHelp for Agencies
Subcontractor
A virtual assistant who works under another VA or agency instead of working directly with the end client. They usually complete specific tasks or projects assigned by the lead VA.
Freelancer
An independent professional who offers services to multiple clients instead of working as an employee for one company.
Client
The person or business that hires a virtual assistant or agency for support.
Client & Project Terms
Client Onboarding
The process of welcoming a new client into your business, collecting information, sharing expectations, and setting up how you’ll work together.
Discovery Call
A short meeting (usually 15–30 minutes) where a virtual assistant and a potential client talk about needs, fit, budget, and next steps.
Scope of Work (SOW)
A clear description of what work will and will not be done for a client. It usually includes tasks, timelines, responsibilities, and sometimes tools used.
Deliverables
The specific things a client receives at the end of a task or project, such as reports, documents, campaigns, or completed setup.
Retainer
An ongoing agreement where a client pays in advance for a set number of hours or services each month.
Website Support VA
A virtual assistant who helps maintain, update, and improve your website. They’re not full-scale developers — they focus on practical, everyday tasks that keep your site running smoothly.
Common tasks include:
- Updating pages and content
- Adding blog posts or products
- Fixing small layout issues
- Improving navigation and readability
- Uploading images and optimizing alt text
- Connecting forms, links, and simple tools
- Keeping everything organized and functional
When should you hire one?
If your site feels messy, outdated, confusing, or overwhelming, or if tech tasks keep pulling
you away from your actual business. A Website Support VA is perfect when you don’t need a full
redesign, just steady improvements and clarity.
Quick tip:
Not sure what your site needs yet? Try the 2-Minute SEO Visibility Quick Check to see how clearly Google understands your site before you hire support.
Project-Based Work
Work that is tied to a specific outcome (for example, setting up a CRM, creating a welcome sequence, or building a workflow) instead of ongoing monthly support.
Scope Creep
When extra tasks and responsibilities are added to a project or retainer without being formally agreed on or priced in.
Service Agreement / Contract
A written document that outlines the terms of the working relationship: services, payment, boundaries, timelines, and what happens if either party needs to cancel.
Workflow & Systems Terms
Workspace
A shared online area where a virtual assistant and client keep their communication, tasks, files, and project details in one place. In BrightHelp, the Workspace is where the day-to-day work happens.
Task Management
The way tasks are organized, assigned, tracked, and completed. This might include due dates, statuses (like “To Do,” “In Progress,” “Waiting,” and “Done”), and priorities.
Kanban Board
A visual way to manage tasks using columns (for example: To Do, In Progress, Waiting, Done). Tasks are moved across columns as work progresses.
Workflow
A repeatable process that explains how work moves from start to finish. For example: “New client comes in → intake form → onboarding email → workspace setup → kick-off call.”
Systems Setup
The process of organizing tools, automation, templates, and software so a business runs more smoothly. This can include things like email marketing platforms, CRMs, or workspaces.
Asynchronous Communication
Communication that doesn’t require both people to be online at the same time (for example, email, workspace messages, or comments on tasks).
Synchronous Communication
Communication that happens in real time (for example, live Zoom calls, phone calls, or live chat).
Client Match
The process of pairing a client with a virtual assistant who fits their needs, preferences, and working style. In BrightHelp, this is done through a curated shortlist.
Directory Listing
A public profile that shows a virtual assistant’s services, skills, experience, and sometimes rates or availability. Clients can browse listings to find someone who fits what they need.
Don’t see a term you’re wondering about? You can always ask when you reach out — we’re happy to explain anything in plain language.
