Finding Help While Completing Kira
Below are the ways to get help with Kira, including our chatbot, email support, and when to contact your school.
How to get help quickly from Charlie (our chatbot)
For quick answers while you are in your Kira assessment or live interview, use our chatbot, Charlie.
To find Charlie, look for the Help or ? button in the top-right corner of your Kira screen. Click it to open a chat window where you can type your question and get an instant response.
Charlie is available 24/7 and can help with common questions about navigating the platform, device setup, and completing your assessment.
How to contact Kira support by email
Email us at support@kiratalent.com for help with technical issues or questions that Charlie can't resolve.
Kira support hours
Our email support team is available Monday to Friday, 9:00 AM to 5:00 PM Eastern Time. You can typically expect a response within a couple of hours during business hours.
If your live interview is scheduled for an evening or weekend, the Kira support team will be online during your interview for any urgent technical issues.
What to contact your school about
Some questions need to go directly to the school or program you are applying to — not to Kira support. Contact your school if your question is about any of the following:
- Deadlines or extensions
- Rescheduling a live interview
- Requests for alternative or accessible methods of assessment, including different languages if available
- Requests to retake the assessment
- Changing your email address for the assessment or live interview
- Application or program requirements, or admissions questions unrelated to the Kira platform
You can find your school's contact information in the email invitation you received or on their website.
Why Kira uses online support instead of phone support
Kira provides support through Charlie (chatbot) and email rather than by phone. This is because:
- Written communication lets the support team investigate your issue thoroughly and provide the most effective solution without putting you on hold.
- Support agents can send you screenshots, links to help articles, and ask you to share screenshots of what you are seeing so they can diagnose your issue accurately.
- Chat transcripts and email threads are saved, so if your issue is handed off to another agent or escalated to engineering, no one needs you to repeat yourself.