🧭 Overview
If you need to speak with a member of the Search Atlas support team — whether for technical help, account questions, or any other topic — you can connect with a live teammate directly inside the platform. This article explains how the support chat works and what to expect when you reach out.
💬 How to Reach a Human Teammate
Our support team is available through the live chat widget built into the Search Atlas platform. To connect with a person:
- Log in to your Search Atlas account.
- Look for the chat widget in the bottom-right corner of the screen.
- Click to open the chat.
- Type human teammate and send the message.
- You will be connected with a member of our support team.
There is no need to select a specific agent by name. Our team works collaboratively, and any available teammate will be ready to help you as quickly as possible.
📋 How to Get Faster Help
To make sure your support experience is as smooth and quick as possible, we recommend sharing a clear description of your issue when you open the chat. Helpful details to include are:
- What you were trying to do — for example, running an OTTO optimization, using Atlas Agent, or reviewing keyword data.
- What happened instead — describe any error messages, unexpected behavior, or missing results.
- Where in the platform it occurred — mention the tool or page you were using.
- Any steps you already tried — this helps us avoid suggesting things you have already done.
The more context you provide upfront, the faster our team can diagnose and resolve your issue.
🔄 About Agent Availability and Transfers
We understand that customers sometimes prefer to work with a specific person they have spoken with before. While we appreciate that preference, our support team is designed to work as a unit. All teammates have access to your account history and previous conversations, so any available teammate can pick up right where a previous conversation left off.
Requesting a transfer to a specific agent by name may delay your support experience. If you type human teammate in the chat widget, you will be connected with whoever is available soonest — ensuring you get help without unnecessary waiting.
⚙️ Technical Help and Escalations
If you are experiencing a technical problem — such as a feature not loading, an optimization not running, or unexpected results in a report — please describe the issue clearly in the chat. Our team will troubleshoot with you directly and escalate to the appropriate specialist internally if needed.
You do not need to select a support category or request a specific department. Simply open the chat, type human teammate, and describe what is happening.
🆘 Need Help Right Now?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.