Support: Contacting Support & Escalations

🕐 Getting Help When Support Is Temporarily Unavailable

🔍 Overview Search Atlas offers live support through the in-platform chat widget. During high-traffic periods or outside of standard support hours, live agents may not be immediately available. This article explains what to expect, how to prepare your request, and how to get connected with a human teammate as quickly as possible. ⚙️ How Live Support Works Our support team is available through the chat widget located in the bottom-right corner of the Search Atlas platform. When live agents are online, you can connect directly by typing human teammate in the chat. When agents are temporarily offline — such as during weekends or high-volume periods — the chat may be handled by our AI assistant until a teammate becomes available. It is important to note that the AI assistant cannot escalate your request on your behalf or guarantee a callback. Only a live agent can action escalations, issue resolutions, or account-level changes. 📋 What to Do Before Requesting Escalation To get the fastest resolution when a live agent becomes available, prepare the following information before opening a chat: - Describe the issue clearly: What were you trying to do, and what happened instead? - Note the exact error or behaviour: Copy any error messages or take a screenshot. - Record when it started: Include the date and approximate time of the first occurrence. - List the affected feature or tool: For example, OTTO SEO, Site Auditor, Keyword Research, etc. - Include your account email: This helps agents locate your account instantly. Providing these details upfront means the first available agent can begin resolving your issue immediately — without needing to ask follow-up questions. 🚀 How to Reach a Live Agent 1. Log in to your Search Atlas account. 2. Click the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a live support agent. 4. If no agent is available, leave your detailed message in the chat. Agents will follow up as soon as they return online. 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. ⏰ What Happens During Off-Hours or Outages If you open the chat outside of live support hours, our AI assistant will acknowledge your message and keep a record of the conversation. When live agents come back online, your chat history is preserved so you do not need to repeat yourself — provided you have already described your issue in the chat before closing the window. Important: Simply requesting to speak with a human without describing the underlying issue may delay your resolution.

⚡ How to Reach Support and Resolve Routing Failures After Page Generation

Overview This article explains how to get live help inside Search Atlas and covers a common platform issue customers encounter: routing failures after page generation. This is a known, resolved behaviour — but if you run into it, this guide will help you act quickly. How to Reach a Human Support Agent Search Atlas support is available directly inside the platform via live chat. Everything is handled through the chat widget. 1. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 2. Click the icon to open the chat window. 3. Type human teammate to be connected with a member of our support team. If you reach out on a weekend or outside business hours, a support agent will follow up with you as soon as the next available team member is online. You do not need to submit a separate request — your chat is saved and will be picked up. Routing Failures After Page Generation If you generate pages inside Search Atlas and the routes appear to be missing or broken immediately after generation, this is a known timing behaviour — not a permanent error. What happens: After pages are generated, routes can take 15 to 20 minutes to propagate fully. During this window, links or previews may return a 404 or appear inactive. What to do: - Wait 15–20 minutes after generation before testing or sharing page URLs. - Refresh the page after the wait period to confirm routes are live. - If routes are still missing after 30 minutes, open the chat widget and type human teammate for assistance. Have your project name, the affected page URLs, and the approximate time of generation ready so the team can investigate quickly. 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.

📋 How to Follow Up on Unresolved Support Tickets

🔍 Overview If you submitted a support request and have not received an update, you can follow up in the original support conversation. Keeping your follow-up connected to the original request helps preserve the relevant context. 🛠️ How to Follow Up 1. Open your original support conversation. Return to the conversation where you first reported the issue. 2. Send a concise follow-up message. Explain that you are checking on the unresolved request and briefly restate what you need help with. 3. Include the available context. Add the date of your original request and any details that help identify the issue, such as the affected project or feature. 4. Keep the conversation together. Reply in the original thread rather than creating multiple separate requests about the same issue. 💡 Information to Include When following up, provide any information you have that can help the support team locate and understand the request: - The date you first reported the issue. - A brief description of what remains unresolved. - The project, domain, or feature involved, if applicable. - Any relevant error message or additional context. 📌 If the Issue Remains Unresolved If you still need help, continue the original support conversation with a clear update and the information listed above. This gives the team the context needed to review the outstanding request and respond. 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.

💬 How to Reach Live Support in Search Atlas

💡 Overview If you are experiencing a technical issue that you cannot resolve on your own — or if you simply need to speak with a real person — Search Atlas provides instant access to live human support directly inside the platform. No phone calls or emails are needed. This article explains exactly how to reach a support teammate and what to expect. 🚀 How to Connect with a Live Support Teammate 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of the platform. 3. Click the icon to open the chat window. 4. Type human teammate and press Enter. 5. You will be connected with a member of our support team who can assist you in real time. 🛠️ When Should You Contact Live Support? Reaching out to a live teammate is the right move in the following situations: - You are experiencing a technical error or unexpected platform behavior. - An OTTO SEO task is not executing as expected. - Your sitemap, robots.txt, or crawl settings appear misconfigured. - PPC campaign data is showing incorrect or unspecified statuses. - A feature is unavailable or behaving differently than documented. - You need help that self-service articles have not resolved. 📊 Tips for Faster Resolution To help our team resolve your issue as quickly as possible, have the following information ready before starting the chat: - A brief description of the issue you are experiencing. - The name of the tool or feature involved (e.g., OTTO SEO, Local PPC, Site Auditor). - The domain or project name affected. - Any error messages or unusual behavior you have noticed. - Screenshots if possible — these help our team diagnose issues faster. ⚙️ What Happens After You Connect? Once you type human teammate in the chat widget, a support agent will join the conversation. They may: - Ask clarifying questions to understand the issue. - Investigate your account or project settings directly. - Escalate the issue to our technical or engineering team if needed. - Provide a workaround or resolution in real time, or follow up once the issue is investigated. If your issue requires deeper investigation, our team will keep you updated on progress and next steps. ❓ Frequently Asked Questions Is live chat available 24/7? Our support team operates during business hours. If no agent is immediately available, leave your message in the chat and a teammate will follow up as soon as possible. Can I use email or phone instead? The live chat widget inside the platform is the only supported contact channel. All support requests should be submitted through the chat. What if the chat widget is not visible? Try refreshing the page or clearing your browser cache. If the widget still does not appear, try accessing the platform in a different browser or disabling browser extensions that may be blocking it. 🔍 Still Need Help? 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.

🛠️ Relay Support and In-App Help

📍 Where to get Relay support Relay support is available through the live chat widget inside the Search Atlas platform. You can open it from the bottom-right corner while using the app, including when working in Relay-related workflows. 💬 How to contact support 1. Sign in to Search Atlas. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to connect with a member of our team. 4. Describe the Relay issue, including what you were trying to do and any error message you saw. 🧭 What to include in your request To help us investigate faster, include the affected workspace, the page or workflow where the issue occurred, the steps you followed, and screenshots or exact error text when available. Do not share passwords, API keys, or other sensitive credentials. 🔧 Quick troubleshooting steps - Refresh the page and try the action again. - Confirm that you are using the correct workspace. - Check whether the issue affects one workflow or multiple areas of the platform. - Record the time the issue occurred and any related warning or error message. 🤝 Get help with Relay issues If Relay is unavailable, behaves unexpectedly, or you are unsure where to find a Relay feature, contact support directly through the in-app chat. 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.

💬 Getting Help: How to Request Technical Support

💬 Why Clear Details Matter When you reach out for technical help, providing specific details about your issue helps our support team understand what's happening and resolve it quickly. A vague request can lead to back-and-forth messages that delay your solution. This guide shows you how to describe your problem so you get the fastest help possible. 🎯 Before You Request Help Take a moment to gather information about your issue. The more you can tell us, the better we can assist you: - What were you trying to do? For example: 'I was generating content for my blog post' or 'I was viewing my site's performance metrics.' - What went wrong? For example: 'The page got stuck on a loading screen' or 'I saw an error message.' - When did it happen? Include the approximate time or date. - What did you see? Describe any error messages, unexpected behavior, or results that weren't what you expected. - What have you already tried? Let us know if you've refreshed the page, cleared your browser cache, or taken any other troubleshooting steps. 📝 How to Submit Your Request When you open the live chat widget in the bottom-right corner of the platform and type human teammate, you'll be connected with our support team. At that moment, include the details from above in your first message. Here's an example of a clear request: Example (Clear): 'I'm using the OTTO SEO feature to generate content for a blog post about 'healthy recipes.' The generation process started, but the page has been stuck on the loading screen for 15 minutes. I've tried refreshing the page once, but the issue persists. The URL is /seo-automation-v3. Can you help?' Example (Unclear): 'Technical help needed. Something isn't working.' 🔧 Common Issues and How to Describe Them Content Generation Stuck: 'I started generating content in OTTO SEO, but the page is stuck at the loading screen. The generation began at [time] and hasn't progressed.' Plugin or Authentication Issues: 'I'm trying to connect my WordPress plugin to Search Atlas, but authentication keeps timing out after I authorize it.' Missing Data: 'My Site Metrics dashboard is not showing performance data for [specific month or date range].' Dashboard Errors: 'I'm getting a 500 error when I try to access [specific page or feature]. Here's a screenshot: [attach if possible].' Sync Problems: 'My content changes aren't syncing from Search Atlas to WordPress. I made changes at [time] to [specific post or page].' ✅ What Happens Next Once you submit your detailed request, our team will review it and respond as quickly as possible. If we need additional information, we'll ask you clarifying questions. Having your details upfront means we can often solve your issue in one conversation instead of multiple back-and-forth messages. ❓ 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.

💬 How to Reach a Human Support Teammate

💡 Overview Sometimes you just need to speak with a real person — no error message required. Whether you have a billing question, want a product walkthrough, or simply prefer live assistance, Search Atlas makes it easy to connect with a human support teammate directly inside the platform. 🛠️ How to Connect with a Human Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. You do not need to describe a technical issue before requesting a human agent. Simply typing human teammate is enough to skip any automated responses and reach a live person. ⏰ When to Use Live Chat You are welcome to use the live chat widget for any of the following situations: - You have a billing or subscription question. - You want a guided walkthrough of a feature such as OTTO SEO, AI Content, or PPC tools. - You are experiencing an issue but are unsure how to describe it. - You received an automated response that did not resolve your concern. - You simply prefer to speak with a person rather than browse help articles. 📋 Tips for a Faster Resolution While you do not need to prepare anything before starting a chat, sharing a few details upfront helps our team assist you more quickly: - Your account email address — so the agent can pull up your account immediately. - The feature or page you were using — for example, OTTO SEO at /seo-automation-v3 or the OTTO PPC dashboard. - What you were trying to do — even a one-sentence description helps the agent get context fast. - Any screenshots or screen recordings — if you noticed something unexpected, visuals speed things up significantly. ❓ Frequently Asked Questions Do I need a technical issue to chat with support? No. You can request a human agent at any time for any reason. Just type human teammate in the chat widget. What are the support hours? Our support team is available during business hours. If no agents are immediately available, a teammate will follow up with you as soon as possible. What if the chat widget is not visible? Make sure you are logged in to the platform. The widget appears on all pages once you are authenticated. If it still does not appear, try refreshing the page or clearing your browser cache. 📞 Contact Support 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.

💬 How to Get Live Help Inside Search Atlas

🎯 What This Article Covers Sometimes you need to speak with a real person — whether you have a question that's hard to put into words, you're feeling stuck, or you simply want to talk through your account with someone on our team. This article explains exactly how to connect with a live human teammate inside Search Atlas, quickly and easily. 💬 How to Reach a Human Teammate You don't need to submit a ticket or send an email. Our support team is available directly inside the platform via the live chat widget. Follow these steps: 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and press Enter. 5. You will be connected with a member of our support team. That's it — no hold times, no email chains, no ticket queues. A real person will be with you right away during support hours. 🤔 Not Sure What to Ask? That's Okay You don't need to have a perfectly formed question before reaching out. Our teammates are here to help you figure things out, even if you're not sure where to start. Here are some examples of things you can simply say when you connect: - "I'm not sure where to begin with SEO automation." - "Can you walk me through my account?" - "Something doesn't look right and I need help troubleshooting." - "I just want to talk to someone who can help me." Our team will ask the right questions to understand your situation and guide you from there. 🛠️ Common Reasons Customers Reach Out To help you get the most from your conversation with our team, here are some topics our teammates can help with: - Getting started with OTTO SEO automation (found in the left sidebar under OTTO SEO → All Sites (SEO Automation)) - Understanding your current plan, usage, or billing - Troubleshooting a feature that isn't behaving as expected - Learning how to use a specific tool or report - Discussing SEO strategy or best practices within the platform - Any other question or concern about your Search Atlas experience ⏱️ What to Expect After Connecting Once you type human teammate in the chat widget, a support team member will join your conversation. To make the interaction as smooth as possible: - Share as much context as you can — for example, which feature you were using or what you were trying to do. - If you're seeing an error, describe what it says or take a screenshot if possible. - Let the teammate know your goal, even in broad terms — they'll help narrow things down. There are no wrong questions. Our team is here to make sure you get value from Search Atlas, no matter where you are in your journey. 📌 Quick Reminder 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.

💬 Understanding Search Atlas Support Chat Guidelines

Overview Our support team occasionally handles test or accidental conversation closure requests. If you opened a support conversation by mistake or for testing purposes, our team will close it on their end — no action is required on your account, and there is nothing to worry about. What Happens When a Test or Accidental Conversation Is Closed Closing a test or accidental conversation is a routine backend action performed by a support agent. It has no impact on your account, your subscription, or any active projects. You do not need to take any steps on your side. Need Help? 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.

⚡ How to Get Fast Help from Our Team

Overview Sometimes you just need to talk to a real person — and that is completely fine. Whether you have a technical issue, a billing question, or you are simply unsure where to start, our support team is here to help. This article explains how to connect with a human teammate and how to prepare so we can resolve your issue as fast as possible. How to Reach a Human Teammate All support at Search Atlas is handled directly inside the platform through our live chat widget. Help is always just a few clicks away. 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open the chat window. 4. Type human teammate to be connected with a member of our support team. A real team member will join the conversation and work with you directly to understand and resolve your concern. How to Describe Your Issue Clearly To help our team assist you as quickly as possible, it helps to have a brief description of what you need before you start the chat. You do not need to have everything figured out — but even a few words go a long way. Consider sharing: - What you were trying to do — for example, run a site audit, set up a campaign, or access a report. - What happened instead — an error message, unexpected result, or something that looked wrong. - Where in the platform it occurred — the tool name or page where you noticed the issue. - Any steps you already tried — such as refreshing the page or retrying the action. If you are not sure how to describe the problem, that is okay too. Simply open the chat and type human teammate — our team will ask the right questions to help you get started. Not Sure What Your Problem Is? Sometimes you may feel stuck or frustrated without being able to pinpoint exactly what is wrong. This is more common than you might think, and our team is experienced at helping customers identify and articulate issues from scratch. You do not need to have a fully formed question before reaching out. Here are a few situations where it is perfectly fine to just start a chat: - You are unsure how a feature works and the help docs have not answered your question. - Something in the platform looks different than you expected and you are not sure if it is a bug. - You are new to Search Atlas and feeling overwhelmed about where to begin. - A task is not producing the results you anticipated and you are not sure why. What to Have Ready When You Connect To help our team resolve your issue as efficiently as possible, please have the following ready before or during your chat: - Your project or workspace name — so the team can locate your account. 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.

💬 How to Get the Most From Support

🎯 Why Clear Issue Descriptions Matter When you reach out to our support team, the more detail you share about what you need, the faster we can help. If our team receives a message without a specific question or issue description, it can delay your resolution while we ask follow-up questions to understand your situation. This article helps you prepare everything you need before starting a support chat so you get the right answer as quickly as possible. 📋 What to Include When Contacting Support Before opening a chat, take a moment to gather the following information: - What you were trying to do: Describe the task or goal you were working on inside the platform (e.g., running a site audit, setting up a project, generating a report). - What happened instead: Explain what the platform did that was unexpected, or what result you received that did not match your expectation. - Where in the platform it occurred: Name the tool, section, or page where you encountered the issue (e.g., OTTO SEO, Keyword Research, Backlink Analyzer). - Any error messages: Copy or screenshot any error text displayed on screen — this is extremely useful for diagnosis. - Steps you already tried: Let us know if you refreshed the page, tried a different browser, or attempted any other troubleshooting steps. ✅ Examples of Helpful Support Messages Here are examples of messages that help our team respond quickly and accurately: - Clear and specific: "I'm trying to run a site audit on my project but the crawl has been stuck on 0% for 20 minutes. I've already refreshed the page and the issue persists." - Clear and specific: "My keyword rankings stopped updating three days ago. The last update shown is from Monday. Is there a known delay?" - Too vague to act on: "I need customer service." — Our team will need to ask what you need help with before they can assist, which adds time to your resolution. 🛠️ Common Reasons Customers Contact Support If you are not sure how to describe your issue, here are some common topics our team helps with — use these as a starting point: - A feature is not working as expected or producing incorrect results - You cannot access a tool, project, or report inside the platform - You have a billing or subscription question - You need guidance on how to use a specific feature or tool - You received an unexpected error message - Data appears missing, outdated, or inconsistent - You want to understand what a metric or report means 💡 Tips for a Faster Resolution Follow these best practices to reduce back-and-forth and get your issue resolved in a single interaction: 1. Be specific: The more context you provide upfront, the fewer follow-up questions our team will need to ask. 2. Include your project name: If your issue is tied to a specific project or domain, mention it by name so the team can locate it quickly. 3. Note the exact error message: Copy the full text of any error — even partial messages help narrow down the cause. 4. Note the time it occurred: If the issue happened at a specific time, include that timestamp so the team can check logs if needed. 5. Check the Help Center first: Search for your topic here — many common questions about features, billing, and tools are already answered in detail. 🚀 How to Reach a Human Agent Right Now If you have gathered your details and are ready to speak with someone, or if you have reviewed the Help Center and still need assistance, here is exactly what to do: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be instantly routed to a live member of our support team. 3. Share the information you gathered above — your project name, what you were trying to do, what happened, and any error messages — so the agent can begin helping you immediately without delay. 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.

💬 Submit Feedback and Escalate Support Issues

🎯 Why This Article Exists We take every support experience seriously. If a recent interaction left you feeling unheard, frustrated, or without a resolution, this article will show you exactly how to share that feedback and get connected with the right person quickly. 📋 How to Submit Feedback About a Support Interaction The fastest and most reliable way to submit feedback about a support interaction is directly through the live chat widget. Here is how to do it: 1. Open the live chat widget in the bottom-right corner of the platform. 2. Type human teammate to skip automated responses and connect directly with a member of our team. 3. Clearly describe your previous interaction, including the name of the teammate you spoke with, the date of the conversation, and the issue that was left unresolved. 4. Let the teammate know you would like to submit formal feedback — they will log it and escalate it to the appropriate team lead. ⚠️ How to Escalate a Poor Support Experience If you feel a previous support interaction was unhelpful, unprofessional, or left your issue unresolved, you have every right to escalate. Here is how to do it effectively: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be connected with a live team member immediately. 3. Explain that you would like to escalate a concern about a previous support interaction. 4. Provide as much context as possible: the teammate's name, approximate date and time of the conversation, and a brief description of what went wrong. 5. Ask for confirmation that your feedback has been recorded and that it will be reviewed by the appropriate team lead. Providing clear details — including the teammate's name, the date of the interaction, and a description of the issue — helps our team investigate thoroughly and respond as quickly as possible. 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.

🛠️ Get Immediate Help for Platform Issues

🔍 Overview If you are experiencing a technical issue on the Search Atlas platform that is blocking your work, this article explains how to reach a live support agent so your issue can be investigated and resolved. 📋 Step 1: Gather Information Before Escalating When you contact support, having the right details ready helps our team diagnose your issue faster and avoids back-and-forth delays. Please note the following before starting a chat: - What you were doing when the issue occurred. - The exact URL where the problem appeared (copy it from your browser's address bar). - Any error message displayed on screen — copy the full text or take a screenshot. - Whether the issue is ongoing or happened only once. 🚀 Step 2: Connect with a Live Agent To get your issue escalated and resolved, connect directly with a member of our support team through the platform's chat widget. A live agent will investigate your issue in real time and close the ticket once it is resolved. 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.

⚡ Understanding Search Atlas Support Response Times

🎯 What This Article Covers This article explains how Search Atlas customer support works, what response times you can expect, and the fastest way to get connected with a real person when you need help. 💬 How to Contact Search Atlas Support Search Atlas support is available directly inside the platform through the live chat widget. There is no phone number or email address — the chat widget is the single, fastest way to reach us. 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open a chat session. 4. Type your question or describe your issue to get started. 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. ⏱️ What Are Typical Support Response Times Our support team aims to respond quickly so you can get back to work without delay. Here is what you can generally expect: - Live chat (bot): Instant — available 24/7 to answer common questions and guide you through the platform. - Live chat (human teammate): Typically within a few minutes during business hours when you type human teammate in the chat widget. - Off-hours requests: A team member will follow up as soon as the next available agent comes online. Response times may vary slightly during periods of high demand, but connecting through the chat widget always gives you the shortest wait time. 🧪 Testing Support Response Speed If you opened a chat session specifically to test how quickly our support team responds, that is completely fine — we appreciate you checking! Here is what to keep in mind: - The fastest way to benchmark response time is to open the chat widget and type human teammate to request a live agent. - You do not need to have a technical issue to start a conversation — our team is happy to assist with general questions, platform walkthroughs, or account inquiries. - If you need to leave before a response arrives, you can close the chat window and return later. Your conversation history is saved so you can pick up where you left off. 💡 Tips for Getting Help Faster Follow these best practices to make every support interaction as efficient as possible: - Be specific: Include the feature name, what you were trying to do, and what happened instead. - Share a URL: If the issue relates to a specific page or project inside Search Atlas, copy and paste the URL into the chat. - Mention your goal: Letting the team know what you are trying to achieve helps them give more relevant guidance. - Stay in the chat if possible: Keeping the chat window open speeds up back-and-forth communication significantly. 🛠️ Common Questions Our Support Team Handles Not sure if your question is worth raising with support? Our team regularly helps customers with topics such as: - Getting started with features like OTTO SEO (find it in the left sidebar under OTTO SEO → All Sites (SEO Automation)). - Understanding billing, plans, and account settings. - Troubleshooting unexpected errors or missing data. - Requesting walkthroughs of specific tools or workflows. - Providing feedback or feature suggestions. No question is too small. If something is unclear or not working as expected, the support team is here to help.

💬 Fix Common Live Chat Issues Fast

🔍 Overview The live chat widget in Search Atlas lets you get real-time help from our support team without leaving the platform. If the chat widget is not appearing, not loading, or behaving unexpectedly, this article walks you through the most common causes and how to resolve them quickly. ⚙️ Common Live Chat Problems and Fixes Work through the steps below in order. Most issues are resolved within the first two or three steps. 🛠️ Step 1 — Hard Refresh Your Browser A cached page can prevent the chat widget from loading correctly. 1. Press Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac to force a full page refresh. 2. Wait for the page to fully reload, then check whether the chat widget appears in the bottom-right corner of the screen. 🚫 Step 2 — Disable Browser Extensions Ad blockers, privacy shields, and script blockers are the most frequent cause of a missing or broken chat widget. These tools sometimes block the third-party scripts that power live chat. 1. Open your browser's extension or add-on manager. 2. Temporarily disable any ad blockers, privacy extensions, or script blockers (for example: uBlock Origin, Privacy Badger, AdGuard). 3. Reload the Search Atlas platform and check for the chat widget again. 4. If the widget now appears, add app.searchatlas.com to the allowlist of your extension so you do not need to disable it every time. 🌐 Step 3 — Try a Different Browser or Device If disabling extensions does not help, the issue may be browser-specific. 1. Open Search Atlas in a different browser (for example, switch from Firefox to Chrome, or vice versa). 2. Log in and check whether the chat widget loads. 3. If it works in the second browser, your primary browser's settings are likely blocking the widget. Consider resetting that browser's settings to default or switching browsers for Search Atlas. 🔒 Step 4 — Check Your Network or Firewall Settings Corporate networks, VPNs, and strict firewall rules can block the scripts that power live chat. - If you are on a company network, ask your IT team to whitelist the Search Atlas domain and its associated chat services. - Try disabling your VPN temporarily and reloading the platform to see if the widget appears. - If you are working from a personal network and still have issues, move to Step 5. 🍪 Step 5 — Clear Cookies and Site Data Corrupted cookies or stored site data can interfere with platform features including live chat. 1. In your browser settings, navigate to Privacy and Security (or equivalent). 2. Clear cookies and cached data for app.searchatlas.com. 3. Log back in to Search Atlas and check whether the chat widget is now visible and functional. 📋 Step 6 — Verify You Are Logged In The live chat widget only appears for authenticated users. If your session has expired, the widget may not load. - Confirm you are fully logged in to your Search Atlas account. - If your session has timed out, log in again and the widget should reappear in the bottom-right corner. 💡 Still Not Working? What to Tell Support If you have completed all the steps above and the chat widget is still not functioning, gathering a few details before reaching out will help our team resolve your issue faster. Please note: - Your browser name and version (for example, Chrome 125) - Your operating system (for example, Windows 11 or macOS Ventura) - Whether you are on a corporate network or VPN - Any error messages or unusual behaviour you observed - Which steps from this article you already tried 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.

💬 Managing Multiple Support Conversations Efficiently

🗂️ How Support Conversations Work in Search Atlas Each time you open the live chat widget in the platform, a new conversation thread is created. This means that if you have spoken with different support teammates across separate sessions, each of those exchanges exists as its own independent thread. Our support team does not automatically have visibility into your previous conversations unless you are in the same active session or you reference them directly. Understanding this helps you get faster, more accurate help — especially when your issue spans multiple chats or involves follow-up questions from earlier discussions. 🔍 Why Your Conversation History Matters When you ask a teammate to review a previous chat — for example, a conversation you had with Alex or Franklin — it is important to know that: - Each chat session is logged separately in our system. - A new teammate joining a fresh thread may not automatically see the context from your earlier sessions. - Without key details from the prior conversation, the teammate may need to ask clarifying questions, which can slow down resolution. Providing context upfront is the fastest way to get the help you need without starting from scratch. ✅ How to Consolidate Your Support Request To help our team pick up exactly where you left off, follow these steps when starting a new chat or continuing an existing issue: 1. Summarise your previous conversation. Briefly describe what was discussed, what steps were taken, and what outcome was reached or expected. 2. Mention the teammates you spoke with. If you remember names like Alex or Franklin, include them so your new teammate can look up the relevant thread more easily. 3. Share the approximate date and time. This helps the team locate your previous session in our records quickly. 4. Describe the current issue clearly. Explain what is still unresolved or what new questions have come up since your last chat. 5. Attach screenshots if relevant. Visual context can bridge any gaps left by a change in conversation threads. 💡 Tips to Avoid Fragmented Support in the Future You can reduce the back-and-forth caused by multiple disconnected threads by following a few simple habits: - Continue within the same chat session when possible, rather than closing the widget and reopening a new one. - Keep one thread per issue. If you have two separate problems, it is fine to open two chats — but avoid splitting a single ongoing issue across multiple sessions. - Save or screenshot key advice given by our team so you have a personal record even if you cannot access the original thread later. - Ask for a summary before closing a chat. Before ending a session, ask the teammate to recap the next steps so you have a reference point for any follow-up. 🤝 Requesting a Human Teammate to Review Your History If your issue is complex and you need a teammate to review what was discussed in a previous conversation, you can request this directly through the live chat widget. Our human teammates have access to the support system and can look up prior threads on your behalf when you provide enough context to locate them. 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.

💬 Missing Follow-Up After a Support Chat

🔍 Overview If you were expecting a follow-up from a previous support chat and haven't heard back, this article explains why that can happen and the fastest way to get the help you need right away. ⚠️ Why Follow-Ups Sometimes Don't Arrive There are a few common reasons you may not have received a follow-up after a support conversation: - Chat session closed early: If the chat window was closed before a resolution was confirmed, the conversation thread may not have been flagged for follow-up. - Handoff between team members: If your original teammate was unavailable, the follow-up task may not have been passed along correctly. - No notification received: Platform notifications or browser permissions may have prevented you from seeing a response that was sent. - Longer resolution time: Some issues require investigation across multiple systems and may take longer than a single session to resolve. ✅ What to Do If You Haven't Heard Back The fastest way to get an update is to reconnect with our support team directly through the live chat widget. Follow these steps: 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click to open the chat and type human teammate to be connected with a live team member. 4. Briefly explain that you are following up on a previous conversation — include the date, the name of the teammate you spoke with (if you remember it), and a short description of the original issue. Providing those details helps our team locate your previous conversation quickly and pick up exactly where things left off. 💡 Tips to Speed Up Your Follow-Up - Note your chat date and time: Even an approximate timestamp helps our team find your session in our system. - Describe the issue briefly: A one-sentence summary of your original question saves time and gets you to a resolution faster. - Keep the chat window open: Once connected, try to stay in the session until the issue is fully resolved or a clear next step is confirmed. 🛠️ Preventing Missed Follow-Ups in the Future To make sure you always receive timely follow-up on open issues: - Before ending a chat, ask your teammate to confirm the next step and an expected timeframe. - Request a summary of the conversation so you have a reference point if you need to follow up yourself. - If an issue is complex, ask whether it has been escalated internally and who owns it going forward. 📞 Still Need Help? 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.

💬 How to Get Live Support via Chat Widget

🧭 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: 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the screen. 3. Click to open the chat. 4. Type human teammate and send the message. 5. 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.

🛠️ How to Contact Search Atlas Support

Search Atlas support is built directly into the platform. Open the in-app Help Widget to reach the AI Assistant, a live agent, or the Help Center — without leaving the page you're on. 🛠️ Support Channels in Search Atlas - AI Assistant - Available 24/7 - Trained on official Search Atlas documentation - Best for product usage, how-tos, and troubleshooting - To open: click the apps-grid icon (More Features) in the header, then under the Help section select an option such as What's New, Explore Training Calls, Report a Bug, or Pricing. - Live Chat with Support - Available Monday–Friday, 24 hours; limited weekend coverage - Best for account-specific, data-related, or urgent issues - Escalates to the right team if needed - To start: click the Help icon (?) in the bottom-right corner of any Search Atlas page, then select Talk to Support. - In-App Help Widget - The Help Widget is the chat/question-mark icon in the bottom-right corner of the Search Atlas platform. - It surfaces the AI Assistant, Live Chat, and Help Center in one place — so you can get help without leaving the page you're working on. - Search the Help Center - Browse the full library at Search Atlas Help Center - Quick solutions for common features and errors - Explore the Training Academy - Located in the Help Center → Academy - Tutorials, walkthroughs, and onboarding content - Already have an open ticket? - Reference your ticket number in Live Chat (type human teammate in the chat widget in the bottom-right corner to reach our team) to check status and escalate priority. ⚠️ Common Mistakes to Avoid - Trying to contact support via email or phone — use the in-app Help Widget instead - Ignoring the Help Widget, which provides faster resolution than external channels - Skipping context or key details when submitting a request 💡 Pro Tip: Include These Details for Faster Help Whether you're using the AI Assistant or Live Chat, clear context speeds up resolution. Describe what you were trying to do, what went wrong, and include any error messages or screenshots. Here's what to include for the most common issue types: - Account issues: your workspace URL, the email on the account, and the exact action that failed. - OTTO / WordPress plugin issues: the plugin version, the full error message text (e.g., "API key could not be verified"), your workspace URL, and which credential field you are filling in (API Key vs. Site ID). - Integrations (GSC, GA, etc.): the integration name, the connected property/account, the step where the error occurred, and a screenshot of the error. 🎯 You now know every way to reach Search Atlas support and exactly what details to include for a faster resolution. For feature guides and step-by-step tutorials, visit the Help Center or explore the Training Academy.

💬 How to Connect with Our Support Team

💬 Reaching Our Support Team Search Atlas provides real-time support through our live chat widget, available inside the platform. Whether you have a quick question or need immediate help, our team is ready to assist you. 🎯 When to Contact Support Reach out to our support team if you: - Need help setting up or configuring a feature - Encounter an error or technical issue - Have questions about your account or billing - Want to discuss your SEO strategy - Experience a problem during a chat session and need to reconnect 💬 How to Start a Chat 1. Log into your Search Atlas account 2. Look for the chat widget in the bottom-right corner of the platform 3. Click or tap the widget to open the chat window 4. Type human teammate to be connected with a member of our team 5. Describe your issue clearly and include any relevant details (account name, affected feature, error message, etc.) ⏱️ What to Expect Our support team typically responds during business hours. If you're disconnected or your chat ends unexpectedly, simply restart a new conversation by opening the widget again and typing human teammate. This ensures you connect with a teammate who can help resolve your issue. ✏️ Tips for Faster Resolution - Be specific: Describe exactly what you were doing when the issue occurred - Include details: Mention any error messages, account information, or steps you've already tried - Stay connected: Keep your chat window open during troubleshooting—disconnecting may interrupt your support session - Have patience: Our team works to resolve issues as quickly as possible 🔄 If You Were Disconnected Before Describing Your Issue If your connection dropped or your chat window closed before you had a chance to explain what you needed help with, here is exactly what to do when you reconnect: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to reach a support agent immediately. 3. As your very first message, let the teammate know you were previously disconnected — for example: "Hi, I was just disconnected before I could describe my issue." 4. Then briefly describe the issue you originally intended to raise — include your account name, the feature involved, any error message you saw, and what you were trying to do when the problem occurred. Providing this context upfront — especially when you were cut off before disclosing your issue — ensures your new support teammate can pick up quickly and avoid asking you to repeat steps or wait through re-routing. 📝 Next Steps 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.

💬 Understanding Search Atlas Support Channels

🧭 Overview If you've received messages from a team member named Jay and are also chatting with someone through another channel, you may be wondering whether these are the same person — and whether you need to maintain multiple conversations. This article clarifies how Search Atlas support works so you can get help efficiently without confusion. 💬 How Search Atlas Support Works All official Search Atlas support is handled through the live chat widget inside the platform. This is the single, central place where our team receives and responds to your questions. There is no separate email support channel operated by Search Atlas. If you have received a message that appears to come from a Search Atlas team member via email or another channel, here are a few things to keep in mind: - Search Atlas does not provide support through personal or external email addresses. - Any communication you receive outside the in-platform chat widget is not an official Search Atlas support channel. - To confirm you are speaking with a real member of our team, always use the in-platform chat widget and type human teammate. 🤔 Is Jay a Search Atlas Team Member? If someone named Jay has been in contact with you and you are unsure whether this is the same person you've spoken with elsewhere, the safest step is to verify directly through our official support channel. Open the chat widget in the bottom-right corner of the platform and type human teammate — a verified member of our team will be able to confirm who you've been speaking with and provide continuity for your conversation. We understand it can be disorienting to manage communications across multiple channels. Our goal is to keep all support in one place so nothing gets lost and your issue is resolved quickly. ✅ Best Practices for Getting Support To make sure your support experience is smooth and your questions are answered promptly, follow these simple steps: 1. Always start by opening the live chat widget in the bottom-right corner of the Search Atlas platform. 2. Type human teammate if you want to speak directly with a person on our team. 3. Keep all follow-up questions in the same chat thread whenever possible — this gives our team full context and avoids duplication. 4. If you believe a previous conversation was left unresolved, mention it when you open a new chat so our team can pick up where things left off. 🔮 Coming Soon: More Ways to Connect Search Atlas is actively working on expanding communication options for customers. Future updates will include integrations with platforms such as Slack, giving you more flexibility in how you interact with our tools and team. You can save your seat for early access through the Coworker section in the left sidebar of the platform. Until those channels are officially launched, the in-platform chat widget remains your only supported method for reaching our team. 🆘 Need Help 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. Additional Notes Why chat beats phone/video: instant written transcript, faster sharing of links/screenshots/instructions, no hold times. Tips: describe issue clearly (what you tried, what happened, expected result), share URL, attach screenshot, mention your workspace/project.

💬 How to Get Help from Our Support Team

🎯 Why Describing Your Issue Helps You Faster When you open the chat widget, our support bot is designed to route you to the right resource quickly. If you type only "agent" or a partial word without explaining your issue, the system may not be able to connect you efficiently or understand what kind of help you need. Taking a few extra seconds to describe your problem — even in one sentence — helps our team resolve your request significantly faster. ✅ How to Reach a Human Support Agent Follow these steps to connect with a real person on our support team: 1. Click the chat widget in the bottom-right corner of the Search Atlas platform. 2. Type a brief description of your issue (see tips below). 3. If you still need personal assistance, type human teammate in the chat to be connected with a member of our team. 💡 Tips for Describing Your Issue Clearly You do not need to write a long explanation. A single clear sentence is enough to get you to the right place. Here are some examples of helpful messages: - Instead of: "agent" — Try: "I need help connecting a tool to my account." - Instead of: "tevh" — Try: "I am having a technical issue with my dashboard." - Instead of: nothing — Try: "I am not sure where to start — can someone walk me through the platform?" Even a vague description like "I have a general question about Search Atlas" gives our team enough context to help you right away. 🛠️ Common Issues We Can Help With Not sure what to ask? Here are some of the most common topics our support team assists with: - Connecting third-party tools and integrations to your Search Atlas account - Understanding how to navigate or use specific features in the platform - Troubleshooting unexpected errors or broken functionality - Getting started with OTTO SEO or other Search Atlas tools - Billing, plan, or account access questions 📋 What to Have Ready Before You Chat To help our team resolve your issue as quickly as possible, have the following information handy when you start the chat: - Your account email address - The name of the feature or tool you are using - A brief description of what you were trying to do - Any error messages you may have seen 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.

💬 How to End a Live Chat Session

💬 Overview Sometimes you may open a live chat session and then realise you no longer need help — or you accidentally triggered a chat you want to close straight away. This article explains how to end a chat session at any point and how to reconnect with support whenever you need it. 🚪 How to Close the Chat Widget You can close the chat window at any time without any action required from the support team. Follow these steps: 1. Locate the chat widget in the bottom-right corner of the platform. 2. Click the X or close button at the top of the chat window. 3. The chat will minimise or close immediately. No confirmation is needed. 🤝 What If You Already Requested a Human Teammate? If you typed human teammate to connect with a member of our team and then changed your mind, you can simply close the chat widget. There is no penalty or issue with doing this. Our team understands that questions are sometimes resolved before a human agent joins the conversation. 🔄 How to Reopen the Chat If you close the chat and later need help again, simply click the chat widget icon in the bottom-right corner of the platform to reopen it. ❓ When Should You Contact Support? You do not need to contact support just to close a chat. However, if you have a genuine question or run into an issue, our team is always ready to help. Common reasons to reach out include: - Trouble navigating a feature inside the platform - Questions about your account or subscription - Unexpected errors or behaviour within any tool 📞 Need Further Help? 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.

🛠️ How to Get Technical Help Fast

🎯 Why This Article Exists Sometimes you run into an issue and just need to talk to a real person right away. That is completely understandable. However, giving our team a little context before connecting helps us resolve your issue faster — often without any wait at all. This guide walks you through how to get the right help as quickly as possible. 🔍 Step 1: Try to Identify Your Issue Before reaching out, take 30 seconds to note the following. You do not need all the answers — even partial information speeds things up significantly. - What were you trying to do? For example: running a site audit, generating content, using OTTO SEO, or building a report. - What happened instead? Did you see an error message, a blank screen, unexpected results, or nothing at all? - Where in the platform did it happen? Note the page name or URL (for example, /seo-automation-v3 for OTTO SEO features). - When did it start? Is this the first time, or has it happened before? 🧭 Step 2: Check These Common Areas First Many technical issues can be resolved quickly by checking the following before escalating to a teammate. - Quotas: Go to Top header bar → Quotas (visible on every page) to confirm you have not reached a usage limit for the feature you are trying to use. - Feature availability: On the Home page, select Open features menu to verify the feature is active on your current plan. - Browser basics: Try a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac), clear your cache, or switch to a different browser such as Chrome or Firefox. - OTTO SEO / OTTO: If you are working in the OTTO SEO section (Left sidebar → OTTO SEO → All Sites (SEO Automation)), confirm the correct project is selected and that your on-page tasks have been saved before re-running any automation. 💬 Step 3: Reach a Human Teammate Instantly If you have checked the above and still need help — or if your issue is urgent and you need to speak with someone right now — our support team is standing by inside the platform. 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. When you open the chat, share the details you gathered in Step 1. The more context you provide, the faster your teammate can diagnose and fix the problem. 📋 Quick-Reference: What to Share With Support Use this checklist when you start the chat conversation so your teammate can help you immediately. 1. Your account email address. 2. The feature or tool you were using (for example, Report Builder, OTTO SEO, OTTO SEO, Content Genius). 3. The exact page or URL where the issue occurred. 4. A brief description of what you did and what happened. 5. Any error messages you saw — copy the exact text or take a screenshot. 6. Whether the issue is happening on one project or all projects. ⚡ Tips for a Faster Resolution - Do not close the chat window while waiting — responses are fast but closing the window may end your session. - Screenshots are welcome and very helpful. You can paste images directly into the chat widget. - If you were escalated by the AI assistant and your issue was not resolved, simply type human teammate again to ensure you are connected to a live person.

🛠️ How to Get Technical Help in Search Atlas

🎯 Why Describing Your Issue Matters When you reach out for technical help, the more detail you provide, the faster our team can diagnose and resolve your problem. Submitting a request without describing the issue — such as only typing a placeholder like "Agent Agent" — means our team cannot take action on your behalf. This article walks you through how to describe a technical issue clearly so you get the right help as quickly as possible. 🔍 Common Technical Issues in Search Atlas Not sure where to start? Here are some of the most frequent technical issues customers report, along with what to include when describing them: - OTTO SEO not working or failing to apply changes: Mention the domain, the specific action OTTO was performing, and any error message shown. - Site Audit crawl failing: Include the website URL, when the crawl was started, and whether it stops at a certain point or never begins. - WordPress connector grayed out or returning an error: Note the error code displayed (e.g., wp_client_error), the WordPress site URL, and whether you have recently reconnected. - Content syncing failing: Provide the domain, the type of content being synced, and the exact error message or behaviour you observe. - Contact page form or platform feature not working: Describe which page or feature is affected, what you expected to happen, and what actually occurred. 📋 How to Write a Helpful Support Request A good support message answers these four questions: 1. What were you trying to do? Describe the task or feature you were using (e.g., "I was trying to run a site audit for example.com"). 2. What happened instead? Describe the unexpected result (e.g., "The crawl started but stopped after a few minutes with no results"). 3. What does the error say? Copy and paste any error message or code you see on screen. 4. When did it start? Let us know if this is a new issue or something that has been happening for a while. 🗺️ Finding the Right Feature in Search Atlas If you are unsure which part of the platform is causing the problem, use this quick reference to locate key areas: - OTTO SEO / OTTO SEO: Left sidebar → OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3) - Site Audit: Access through the OTTO SEO dashboard after selecting your connected domain. - WordPress Connector: Found under Avatar → Settings → Integrations (CMS Connectors). - Content Tools: Available from the left sidebar under Content or your active project workspace. 💬 How to Reach Our Support Team Once you have gathered the details above, our team is ready to help. 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. Providing clear, specific information in your first message helps us skip the back-and-forth and get straight to solving your issue.

🛠️ How to Get Technical Help Effectively

🔍 Why Describing Your Issue Matters When you reach out for technical help, the more clearly you describe your problem, the faster our team can diagnose and fix it. Vague requests like "something isn't working" can delay your resolution by hours. This article shows you how to prepare a great support request so you get help quickly — the first time. 📋 What to Include in Your Support Request Before you open a chat, gather the following details about your issue: - What you were trying to do: Describe the action you took — for example, "I was trying to generate an article in Content Genius" or "I was connecting my WordPress site to Search Atlas." - What happened instead: Describe the error or unexpected behaviour — for example, "The page got stuck loading" or "I saw a red error message." - Any error messages: Copy the exact wording of any error you see on screen, or take a screenshot. - Which feature or tool you were using: For example, OTTO SEO, Content Genius, the WordPress connector, or another area of the platform. - When it started: Was this the first time you tried, or did it work before and recently stop? - Your browser and device: For example, Chrome on Windows 11, or Safari on macOS. ⚙️ Common Technical Issues and Quick Fixes Before contacting support, try these steps — they resolve the majority of common technical problems: 1. Refresh the page: Press Ctrl + R (Windows) or Cmd + R (Mac) to reload and clear any temporary display errors. 2. Clear your browser cache: Cached data can cause outdated pages to load. Clear your cache in your browser settings, then log back in. 3. Try a different browser: If the issue persists, open Search Atlas in a different browser (for example, switch from Safari to Chrome) to rule out browser-specific conflicts. 4. Disconnect and reconnect integrations: If the issue involves your WordPress connector or another integration, try removing and re-adding the connection from your dashboard settings. 5. Wait a few minutes and retry: Some operations — such as AI article generation — run in the background. If a page appears stuck, wait two to three minutes, then refresh before assuming something is broken. 6. Log out and log back in: This refreshes your session token and resolves the majority of authentication-related errors. 🚀 How to Navigate to Key Features If you are unsure where to find a specific tool, here is a quick reference for commonly used areas: - OTTO SEO: Left sidebar → OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3) - Content Genius: Left sidebar → Content Genius - WordPress Connector: Avatar → Settings → Integrations (CMS Connectors) → WordPress 💡 Known Issues Already Resolved Our engineering team has recently fixed several issues that may match what you experienced. If you encountered any of the following, try the steps above — the fix is likely already live: - WordPress plugin authentication timing out after a successful authorization - The WordPress connector appearing grayed out or returning a wp_client_error even after a successful reconnect - Content Genius articles getting stuck in an AI_IN_PROGRESS state and never completing - SSO returning a 500 Internal Server Error when logging in via WordPress If you experienced one of these and the fix has not resolved your issue, please follow the steps in the next section to reach our team. 💬 Still Need Help? Contact Our Team If the steps above did not resolve your issue, our support team is ready to help. Please have your issue description ready (see the checklist above) before you start the chat — this helps us resolve your case without back-and-forth delays. 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.

How to Reach a Human Teammate

Getting Connected Quickly Our support team is made up of real people ready to help you succeed with Search Atlas. Connecting with a human teammate is fast and simple. To reach a member of our team: 1. Look for the chat widget in the bottom-right corner of the platform. 2. Click to open the chat. 3. Type human teammate in the message field. 4. Press send — you'll be connected with a real person right away. That's it. Just type the phrase and you'll be talking to someone who can help. Share Details for Faster Help When you connect with a teammate, sharing a few details upfront helps us resolve your question more quickly. Consider mentioning: - What you were trying to do — for example, setting up a campaign, running a report, or connecting a tool. - What happened instead — any error messages, unexpected results, or behavior you noticed. - Where in the platform — which page or section you were working in. - Screenshots — if you can capture what you're seeing, it helps us pinpoint the issue faster. You don't need all of this to get help — but every detail you share helps us get you an answer sooner. Try These Resources First While our team is always happy to help, you might find a quick answer in our self-service resources: - Knowledge Base — Browse articles covering setup, features, and common questions. - In-Platform Tooltips — Hover over icons and labels throughout the platform for quick guidance. - Onboarding Guides — If you're new to Search Atlas, check out the getting-started materials available in your dashboard. These resources are available 24/7 and cover many of the most common questions we receive. Response Times Our team monitors the chat widget during business hours and strives to connect you with a teammate as quickly as possible. When you type human teammate, you'll be placed in the queue and connected with the next available agent. If you reach out outside of standard hours, your message will be seen first thing the next business day. We're Here to Help Whether you have a quick question, need help troubleshooting, or just want guidance on getting the most out of Search Atlas, our team is here for you. Don't hesitate to reach out — no question is too small. 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.

How to Reach Search Atlas Support for Any Matter

🔍 Overview Many customers ask whether Search Atlas has a dedicated email address for billing, cancellations, legal inquiries, or general support. This article explains how our support system works and how to get your question answered quickly by a real person. 📬 There Is No Support Email Address Search Atlas does not provide a support email address for any category of inquiry — including billing, cancellations, account changes, or legal matters. All support is handled exclusively through the live chat widget inside the platform. This ensures your message reaches the right team member faster than email and creates a documented record of your request. If you have received a third-party email claiming to represent Search Atlas support, please treat it with caution and verify any requests through the in-platform chat only. 💬 How to Contact a Live Person Follow these steps to connect with a human member of our team: 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate in the chat box and press Enter. 5. You will be connected with a member of our support team. Our team can assist you with any topic through this channel, including billing questions, subscription changes, cancellation requests, legal inquiries, and technical issues. 💳 Billing and Subscription Questions If your inquiry relates to any of the following, the in-platform chat is the correct and only channel to use: - Charges or invoices on your account - Upgrading or downgrading your subscription plan - Requesting a refund or disputing a charge - Updating payment information - Cancelling your subscription When you start the chat, briefly describe your billing issue so the team member can access the right information and resolve it efficiently. ❌ How to Cancel Your Subscription To request a cancellation, open the live chat widget, type human teammate, and let the agent know you would like to cancel. Our team will guide you through the process, confirm any final billing details, and ensure your cancellation is processed correctly. Cancellation requests submitted outside of the in-platform chat cannot be actioned or verified. ⚖️ Legal and Compliance Inquiries For legal matters — including data privacy requests, terms of service questions, or compliance-related inquiries — the same process applies. Open the chat widget inside the platform, type human teammate, and describe the nature of your legal inquiry. The team will escalate your request to the appropriate internal contact. ⚡ Tips for a Faster Resolution To help our team resolve your request as quickly as possible, have the following ready before opening the chat: - Your account email address - A brief description of your issue or request - Any relevant screenshots or reference numbers (e.g. invoice IDs) 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.

💬 Getting Real Help When You Feel Stuck

🤝 We Hear You — And We Want to Help If you've ever felt ignored, hit a dead end, or walked away from a support interaction without a real answer, we sincerely apologize. Every concern you raise matters to us, and no customer should feel unheard. This article explains exactly how our support process works, how to escalate when needed, and what to do if something goes wrong along the way. ⚠️ Known Issues That May Have Affected Your Experience We've recently identified and resolved several platform issues that may have caused frustration for some customers: - Support ticket button not working: A bug caused the in-platform support button to fail silently, meaning some requests were never submitted. - Broken tutorial links: Certain help articles and tutorial links were temporarily inaccessible from the support desk. - AI agent giving incorrect guidance: In some cases, our AI assistant provided inaccurate information about support processes or refund eligibility. This has been corrected. - AI agent offering to create tickets it couldn't submit: The AI indicated it would open a support ticket on your behalf, but this was not functioning as expected. If any of these issues affected you, your experience was not a reflection of how support is supposed to work — and we appreciate your patience while these were resolved. ✅ How to Get Support That Actually Works The fastest and most reliable way to reach our team is through the live chat widget located in the bottom-right corner of the Search Atlas platform. Here's how to use it effectively: 1. Log in to your Search Atlas account. 2. Look for the chat icon in the bottom-right corner of the screen. 3. Click the icon to open the chat widget. 4. Type your question or describe your issue clearly. 5. If the AI assistant's response doesn't resolve your concern, type human teammate to be connected with a member of our support team. Our human team members can investigate your account, review past interactions, and take ownership of your issue until it's fully resolved. 📋 Tips for Getting a Faster Resolution To help our team assist you as quickly as possible, include the following details when you reach out: - A clear description of the problem or question you have - The feature or tool you were using when the issue occurred - Any error messages or unexpected behavior you noticed - Screenshots if available — these help us diagnose issues faster - Whether this is a recurring problem or something that just started The more context you provide upfront, the faster we can get to a resolution without back-and-forth delays. 🔁 What to Do If You've Already Had a Bad Experience If a previous support interaction left you feeling dismissed or without answers, please don't give up. We want the opportunity to make it right. Here's what to do: 1. Open the chat widget in the bottom-right corner of the platform. 2. Let the team know you had a previous unresolved issue and want to follow up. 3. Type human teammate to connect directly with a person who can review your history and prioritize your case. You do not need to start from scratch. Our team can look up previous conversations and pick up where things left off. 💡 A Note on Our AI Assistant Search Atlas uses an AI assistant to help answer common questions quickly. While it handles many requests well, it is not a replacement for human support — especially for billing questions, account issues, or anything requiring account-level investigation. If the AI's response doesn't fully address your concern, always feel free to request a human. There is no penalty or delay for doing so. 🛠️ Still Need Help? 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.

How to Reach a Specific Support Teammate

🗺️ How Our Live Chat Support Works When you open the live chat widget in the bottom-right corner of the Search Atlas platform, your conversation is routed to the first available member of our support team. This ensures you receive help as quickly as possible, no matter when you reach out. Our team is made up of knowledgeable support specialists who can assist with any Search Atlas question — from OTTO SEO and keyword research to billing and technical issues. 🙋 Requesting a Specific Team Member We completely understand that you may have built rapport with a particular teammate and prefer to continue working with them. Here is what you need to know: - Agent-specific routing is not guaranteed. Our chat system connects you with whoever is available at that moment to minimise your wait time. - You can always make a request. Once connected, let the teammate know you were previously working with someone specific and ask whether that person is available. The team will do their best to accommodate you. - Previous context can help. Mentioning your account email and a brief summary of your prior conversation will help any agent assist you efficiently. 📅 Weekend and After-Hours Availability Support coverage may be reduced outside of standard business hours, including weekends and public holidays. During these periods: - Response times may be longer than usual. - Fewer agents are online, so requesting a specific teammate is less likely to be possible. - You can still leave a message in the chat widget and a teammate will follow up as soon as they are available. ✅ Tips for the Fastest Support Experience 1. Open the chat widget in the bottom-right corner of the platform and request to speak with a live agent. 2. Mention the name of the teammate you previously worked with — if they are available, the team will try to transfer you. 3. Include your account email and a brief description of your question so any agent can pick up right where you left off. 📞 Getting Further Help 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.

💬 Getting the Most From Live Chat Support

🎯 Why a Clear Question Gets You Faster Help When you open the chat widget and send a general greeting like "hello" without describing your issue, the automated assistant may not be able to escalate your conversation to a human teammate. This is because the system needs to understand what your issue is in order to route you correctly. This back-and-forth adds waiting time for you and can result in an escalation failure — meaning you never get connected to a real person. Taking 30 seconds to describe your issue upfront means the system can route your request correctly and our team can jump straight to solving your problem — no extra rounds of questions needed. ✅ What to Do If Your Chat Is Not Escalating If you sent a greeting and the chat did not escalate to a human agent, here is what to do: 1. Type your issue clearly in the chat — describe what you were trying to do, what happened instead, and any error messages you saw. This gives the system enough information to route your request to the right team. 2. Mention the feature or tool involved — for example, describe which part of the platform you were using and what went wrong. 3. Add relevant details — include the project name, URL, or a description of the error if it helps explain the problem. 4. Request to speak with a team member — if the automated assistant has not connected you with a human agent, explicitly state in the chat that you need to speak with a person. 📋 Example: Weak vs. Strong Chat Openers Here is the difference a well-formed message makes: - Weak opener:"hello" — The system cannot determine what feature, what problem, or what account is affected, so escalation may fail. - Strong opener:"Hi, I cannot export my article. I click Export and nothing happens. My project is called 'Blog Q3 2026'." — The system can route this immediately to the right team. A strong opener typically includes what you were doing, what went wrong, and where inside the platform it happened. 🛠️ Common Details That Speed Up Resolution Depending on your issue, try to include one or more of the following: - The tool or feature name you were using - The URL or domain you were working on - The exact error message displayed on screen - The steps you already tried (e.g., refreshed the page, cleared cache) - A screenshot of the issue if available 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.

💬 Get Faster Help by Sharing Issue Details

🎯 Why Issue Details Matter When you contact support, the more context you provide upfront, the faster we can help. Without details about your problem, our team has to ask follow-up questions — which adds wait time and delays your resolution. This guide walks you through exactly what to include when reaching out so we can get straight to solving your issue. 📋 What to Include in Your Support Request Before or as soon as you connect with support, have the following information ready: - What you were trying to do: Describe the task or goal you were working on (e.g., running a site audit, publishing content, connecting a domain). - What happened instead: Explain the unexpected result, error message, or missing behaviour you experienced. - Where it happened: Identify the specific tool, page, or section inside Search Atlas (e.g., OTTO SEO, Keyword Research, Content Genius). - When it happened: Note the approximate date and time, including your timezone if relevant. - How often it occurs: Is this a one-time issue or does it happen repeatedly? Under what conditions? - Screenshots or screen recordings: Visual evidence is one of the most helpful things you can share. Capture the error or unexpected behaviour if possible. 🖥️ How to Identify the Right Details Not sure where to start? Follow these steps to pinpoint the information our team needs: 1. Try to reproduce the issue. Go back to the same page or tool and attempt the same action again. Note exactly what happens. 2. Copy any error messages word for word. Even a short error code or on-screen message gives us important diagnostic information. 3. Check the URL in your browser. The page address tells us exactly where in the platform you are. Copy and paste it into the chat. 4. Note your browser and device. Let us know whether you are using Chrome, Firefox, Safari, or another browser, and whether you are on a desktop, laptop, or mobile device. 5. Check if the issue is account-specific. Try logging out and back in, or testing on a different browser. This helps narrow down the cause. 💡 Example: Unhelpful vs. Helpful Request Here is a quick comparison to show what makes a support request easy to act on: - Unhelpful: "Something is broken, please help." - Helpful: "I am on the Site Auditor page for my project mywebsite.com. When I click 'Start Audit,' the progress bar appears but stops at 0% and never completes. This has happened three times today. I am using Chrome on a Windows laptop. I have attached a screenshot." The second example gives our team everything needed to investigate immediately — no back-and-forth required. ⚡ Tips for a Smooth Support Experience - Open the chat widget as soon as you notice an issue — do not wait, as details are freshest right away. - Keep your browser tab open on the page where the issue occurred so you can share the URL instantly. - If you have already tried troubleshooting steps on your own, mention them so our team does not repeat the same steps. - Be as specific as possible — phrases like "it does not work" or "the page is wrong" are hard to act on without further context. 🛠️ Still Need Help? If you have gathered your details and are ready to speak with our team, we are here for you. 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.

🕐 Weekend Support Hours and How to Reach Us

Our Support Hours at a Glance Search Atlas support operates during standard business hours. On weekends (Saturday and Sunday), response times may be longer than usual, but your message is never lost — it joins our queue and is handled as soon as a teammate becomes available. What Happens to Your Message on Weekends When you submit a support request over the weekend, your conversation is received and logged in our support queue. The first available teammate will review and respond when the team is back online. What to Expect and How to Prepare To help our team resolve your issue as quickly as possible when they return, make sure your message includes: - Your account or project name - A clear description of the issue and any exact error messages you encountered - The date and time the issue occurred - Any relevant screenshots or supporting details Having this information ready in advance helps our team prioritize and address your request without needing to ask follow-up questions, reducing overall wait time. Need Immediate Help? 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.

💬 Search Atlas Support Channels Explained

What Support Channels Does Search Atlas Offer? Search Atlas provides customer support exclusively through the live chat widget built into the platform. There is no phone number, no video call option, and no external email address for customer support. This single-channel approach lets our team respond quickly, keep a clear record of your conversation, and share screenshots, links, and step-by-step instructions directly in the chat — making it faster and more effective than a phone or video call. How to Reach a Human Teammate via Chat 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. Our team is available to help with account questions, technical issues, billing, and anything else you need. Why Chat Support Works Better Than Phone or Video - Instant written record: You get a full transcript of the conversation you can refer back to at any time. - Faster sharing: Agents can send you direct links, screenshots, and formatted instructions that would be impossible to share clearly over a call. - No hold times: You do not need to wait on hold. Send your message and continue working while our team prepares a response. Tips for Getting Help Faster - Describe the issue clearly: Include what you were trying to do, what happened, and what you expected to happen. - Share the URL: Copy and paste the page address from your browser so the agent can navigate straight to the right area. - Attach a screenshot: A screenshot of any error message or unexpected behaviour helps the team diagnose the issue immediately. - Mention your workspace: If you manage multiple projects or client accounts, let the agent know which one is affected. Explore Self-Service Resources Before opening a chat, you may find your answer faster in one of these resources: - Knowledge Base: Browse step-by-step articles covering every feature in Search Atlas. - SEOTheory Community: Connect with other Search Atlas users, share tips, and ask questions. Access it from within the platform. - Training Sessions: Explore guided training sessions available directly inside the platform. 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.

💬 Getting the Best Support Experience with Search Atlas

🌟 We're Sorry If a Previous Interaction Fell Short We hold our support team to a high standard, and we sincerely apologise if a previous chat session ended before your issue was fully resolved. Regardless of the reason a conversation closed, you are always welcome to reconnect and we will pick up right where you left off. Your experience matters to us, and we want to make it right. 💬 Our Only Support Channel Is Live Chat Search Atlas provides customer support exclusively through the live chat widget built into the platform. We do not currently offer phone or email support. We understand some customers prefer speaking by phone, and we appreciate that feedback — however, our live chat is designed to be just as fast and personal, especially when connected directly to a human teammate. To reach a real person immediately: 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. ⏱️ There Is No Typing Speed Requirement A chat session should never end because you needed a moment to think, look something up, or type at your own pace. Our team is here to support you — not to rush you. If a previous session ended unexpectedly while you were still composing your message, that is not the experience we want you to have, and we encourage you to reach back out so we can help you properly. 📋 How to Get Help Efficiently in Live Chat To help our team resolve your issue as quickly as possible, consider sharing the following details when you start a new chat: - Your domain or project URL (for example, the website you need help with inside Search Atlas). - A brief description of the issue or question you have. - Any steps you have already tried or error messages you have seen. - The name or approximate date of a previous conversation, if you want us to review what happened. Providing these details upfront means our teammate can get straight to resolving your issue without needing to ask multiple follow-up questions. 🔄 Continuing an Interrupted Conversation If your previous chat ended before your issue was resolved, do not worry — you do not need to start from scratch. When you reconnect via the chat widget and type human teammate, let the agent know you were previously speaking with someone and briefly describe your issue. Our team can review prior interactions and continue helping you without making you repeat yourself. 📣 How to Share Feedback About a Support Interaction If you feel a support interaction did not meet your expectations — including if a session ended prematurely — we encourage you to let us know. You can do this directly in your next chat session. Simply tell the teammate that you would like to share feedback about a previous experience. This helps us improve the quality of support for all customers. 🛠️ Common Issues We Can Resolve in Live Chat Our human teammates are equipped to help with a wide range of topics, including: - SEO project setup, audits, and reporting questions. - OTTO SEO configuration and recommendations. - Keyword research, backlink analysis, and content tools. - Billing, plan changes, and account access. - Technical issues or unexpected errors inside the platform. No issue is too small. If something is not working the way you expect, we want to know about it. ❓ Still Need Help? 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.

🛟 Getting Help When Your Chat Was Disconnected

🤝 We're Sorry Your Previous Chat Ended Unexpectedly We sincerely apologize if a previous support session ended before your issue was resolved. Every customer deserves patient, attentive help — regardless of how quickly they type or how complex their question is. This should not have happened, and we take this seriously. This article explains how to reconnect with our team, what to expect from a support interaction, and how we're working to improve your experience. 💬 How to Reach Our Support Team Our support team is available exclusively through the live chat widget inside the Search Atlas platform. This is the fastest and most effective way to get help. 1. Log in to your Search Atlas account at app.searchatlas.com. 2. Look for the chat widget in the bottom-right corner of the screen. 3. Type your question or describe your issue in detail. 4. To speak directly with a human agent, type human teammate in the chat. You will be connected to a member of our team. There is no need to wait to be asked a question or to respond within a set time frame. Take as much time as you need — our team is here to help at your pace. 📞 Why We Don't Offer Phone or Email Support We understand that some customers prefer to speak with someone over the phone or via email. We appreciate that feedback. At this time, live chat is our only supported contact channel. This allows us to keep response times fast, maintain a full record of your conversation, and share links, screenshots, and step-by-step instructions in real time. We are continuously reviewing our support offering and value knowing your preferences. You are welcome to share feedback directly in the chat. 🛠️ What to Do If You Were Disconnected Mid-Issue If your previous chat ended before your problem was resolved, here's how to get back on track quickly: - Reopen the chat widget in the bottom-right corner of the platform. - Type human teammate to be connected with a live agent immediately. - Briefly describe what happened — for example, that a previous chat ended unexpectedly and your issue is still unresolved. - Share the domain or account details relevant to your issue (for example, your website URL) so the agent can pull up the right information quickly. - If you have a previous chat transcript or reference number, mention it — this helps the team pick up where you left off. ✅ What to Expect From Every Support Interaction Every interaction with the Search Atlas support team should meet these standards: - Patience: Agents will never end a chat because you need more time to type or think. - Accuracy: Our team will only share information they can verify — they will tell you clearly if something needs to be escalated or checked further. - Clarity: You will receive clear, step-by-step guidance without confusing jargon. - Continuity: If an issue cannot be resolved in one session, the agent will ensure a clear next step is in place before the chat ends. If your experience does not meet these standards, please let us know immediately in the chat so we can address it. 📊 We're Actively Improving Our Support Experience We are aware that some customers have received inconsistent guidance from our support system — including incorrect information about account status, billing, or escalation steps. Our team is actively working on fixes to ensure every interaction is accurate and helpful. We appreciate your patience as these improvements are rolled out. 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.

🛠️ Getting Help for Technical Issues Anytime

🔍 Overview If you run into a technical issue while using Search Atlas — whether it's an unexpected error, a feature not behaving as expected, or something that simply looks wrong — this article will help you report it clearly and get the fastest possible resolution, even if our team is temporarily offline. ⚠️ Common Technical Issues You Might Encounter Technical problems in Search Atlas can appear in several areas. Here are some of the most frequently reported types: - 500 errors or "Something went wrong" messages — These are server-level errors that typically require our engineering team to investigate. If you see this, note exactly what action you were performing when it appeared. - Incorrect status labels — For example, campaign statuses showing as Unspecified when they should reflect an active or paused state. This has been observed in PPC retargeting campaigns that were cloned inside OTTO PPC. - Local SEO or Google Business Profile issues — Problems updating Open Hours, Special Hours, or Date-specific hours in the Local SEO tool may occasionally trigger system errors. - Features appearing inactive or unavailable — Some features are released in a limited or background state before becoming fully available. If something seems missing, it may be in a pre-release phase. - Slow performance or connectivity issues — Temporary slowdowns can sometimes relate to scheduled infrastructure maintenance performed during off-peak hours. 📋 How to Describe Your Issue Clearly The more detail you provide, the faster our team can identify and fix the problem. Before reaching out, gather the following information: 1. What were you trying to do? Describe the exact action — for example, "I was updating Special Hours in Local SEO" or "I cloned a retargeting campaign in OTTO PPC." 2. What did you expect to happen? Tell us the intended outcome. 3. What actually happened? Include any error messages, error codes (such as 500), or unexpected labels you saw on screen. 4. Where in the platform did it happen? Name the tool or section — for example, OTTO SEO, Local SEO, PPC Dashboard, or Site Auditor. 5. When did it happen? Include the date and approximate time, along with your time zone. 6. Can you reproduce it? Let us know if the issue happens every time you perform the same action, or if it was a one-time occurrence. 7. Screenshots or screen recordings — These are extremely helpful. Attach them when you contact support. 🌙 What Happens When You Contact Us During Off-Hours Search Atlas support operates with live coverage during standard business hours. If you reach out outside of those hours, here is what you can expect: - Your message is received and logged — nothing is lost. - Critical technical issues (such as system errors affecting your workflow) are flagged for priority review when the team comes online. - You will receive a follow-up as soon as a teammate is available. To make sure your issue is prioritised correctly, use the steps in the section above to describe your problem in as much detail as possible before submitting your message. A clear, detailed report means less back-and-forth and a faster fix. 🚀 Tips to Speed Up Your Resolution - Do not close or refresh the page immediately — If you see an error, take a screenshot first, then note the URL in your browser's address bar. - Try a hard refresh first — Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to rule out a cached page issue. - Check your browser console for error codes — If you are comfortable doing so, press F12, go to the Console tab, and note any red error messages. This information is very useful to our engineering team. - Avoid repeating the action multiple times — If an action triggered an error, performing it repeatedly could create duplicate entries or compound the issue. 💬 Contact Support 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.

💬 How to Reach the Right Support Team

🗺️ Overview Search Atlas uses a centralised support system to make sure every customer gets help quickly and efficiently. All support requests — including requests to speak with a specific person or department — are handled through a single channel: the live chat widget inside the platform. 💡 Why You Cannot Contact Teams Directly Search Atlas does not publish direct contact details for individual team members or internal departments (such as the publication media team, outreach team, or any named colleague). This policy exists to: - Ensure your request is logged, tracked, and never lost - Get you connected to the right person faster than a direct message would - Maintain consistent, high-quality support for every customer If you have been given a specific person's name or a direct contact method by anyone, please be aware that routing your request through the chat widget is still the fastest and most reliable path to resolution. 🤝 How to Reach a Human Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open a chat session. 4. Type human teammate to be connected with a member of our team. Once connected, you can explain exactly who you need to speak with and why. The agent will either assist you directly or route your request to the appropriate team on your behalf. 📋 Tips for Faster Routing To help the support team get you to the right place as quickly as possible, include the following details in your first message: - The team or area you need help with — for example, publication media, link building, billing, or technical support - A brief description of your request — one or two sentences explaining what you need - Any relevant account details — such as your project name, campaign, or order reference The more context you provide upfront, the less back-and-forth is needed before your request reaches the right person. ⚠️ A Note on AI Agent Responses Search Atlas uses an AI assistant to handle common questions in the chat widget. In some cases, the AI may suggest contact methods (such as an email address or a specific channel) that are no longer accurate. Please disregard any such suggestions. The correct and only way to reach a human is to type human teammate in the chat widget. Our team is continuously improving the AI assistant to prevent this confusion. 🙋 Still Need Help? 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.

💬 How to Reach Search Atlas Human Support

💬 Overview Search Atlas support is available entirely through the in-app live chat widget. There is no support phone number or monitored support email address. The chat widget is the fastest and most direct way to get help from a real person on our team. 🚀 How to Reach a Human Teammate 1. Log in to your Search Atlas account at app.searchatlas.com. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and press Enter. 5. You will be connected with a member of our support team. ❓ Why Can't I Use Email? We have moved all customer support exclusively to the in-app chat to make sure your questions are seen and answered as quickly as possible. Any emails sent to Search Atlas addresses are not actively monitored for support requests, so you may not receive a timely response through that channel. Using the chat widget ensures your conversation is logged, tracked, and routed to the right person right away. ⏰ When Is Support Available? Our team is available during business hours. If you reach out outside of those hours, leave your message in the chat and a teammate will follow up as soon as they are back online. You do not need to stay in the chat window — replies will be waiting for you when you return. 💡 Tips for Faster Help - Describe your issue clearly — include what you were trying to do and what happened instead. - Share screenshots — visual context helps our team diagnose issues faster. - Mention your workspace or project name — this helps us locate your account quickly. - Stay in the platform — the chat widget keeps a full history of your conversation so you can pick up where you left off. 🛠️ Need Further Assistance? 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.

🤝 How to Reach Human Support at Search Atlas

How to Contact a Human Teammate Search Atlas provides live human support through the in-platform chat widget. All direct assistance is handled through the chat widget built into the platform itself. Why We Use In-Platform Chat Centralising support in one place means faster response times, a full history of your conversation, and no missed messages. Every interaction is logged so any teammate who picks up your chat can see the full context of your issue without you needing to repeat yourself. Getting Connected with a Human Teammate To reach a human teammate, open the chat widget in the platform. You can request to speak with a live teammate directly through the chat widget. Support Hours Human teammate support is available during business hours. If you reach out outside of those hours, a teammate will follow up with you as soon as they are back online. Tips for a Faster Resolution To help our team resolve your issue as quickly as possible, include the following when you open a chat: 1. A clear description of what you were trying to do 2. The specific feature or tool where the issue occurred 3. Any error messages you saw, including exact wording or screenshots 4. The steps you already tried before reaching out The more detail you provide upfront, the faster a teammate can diagnose and fix your issue without back-and-forth. 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.

🕐 Understanding Weekend Support Hours and Queue

⏰ What Are Search Atlas Support Hours? Search Atlas offers support through the live chat widget inside the platform. Our human support team is available during standard business hours. On weekends (Saturday and Sunday), response times may be longer than during the regular work week. While the chat widget is always accessible, messages sent over the weekend are queued and handled by our team as soon as they are back online. 📋 How the Weekend Queue Works If you send a message or request human support over the weekend, here is what happens: 1. Your message is received and logged immediately — you will not lose your place. 2. Your conversation is added to the support queue in the order it was received. 3. When the human support team returns, they work through the queue starting with the earliest messages first. 4. You will receive a reply inside the same chat window where you originally sent your message. You do not need to send follow-up messages to hold your spot. Your position in the queue is saved automatically from the moment your first message is sent. 💡 Tips for Faster Weekend Support To help our team resolve your issue as quickly as possible when they pick up your message, follow these best practices: - Describe your issue in detail — include what you were trying to do, what happened, and any error messages you saw. - Add screenshots or screen recordings — visual context speeds up diagnosis significantly. - Mention the affected feature or tool — this helps our team understand the context of your issue right away. - Share your workspace or project name — this helps our team locate your account without extra back-and-forth. The more detail you provide upfront, the faster we can resolve your issue once the team is back online. 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.

⏱️ Fix Timeout Errors and Escalate Support Correctly

⏱️ What Is a Timeout Error? A timeout error occurs when the platform starts a process but does not receive a response within the expected time window. Instead of waiting indefinitely, the system stops the request and shows an error message. These errors are usually intermittent and often resolve on their own — but some cases require action on your part or from our team. 🔍 Common Scenarios Where Timeouts Appear - Page loading or redirect issues: After completing an action such as sign-up or project creation, you may be redirected to a blank page or see a loading error. - AI Agent requests stalling: If you submit a request and the platform does not respond or appears stuck, a background timeout may have interrupted the process. - Batch or long-running tasks: Operations that process large amounts of data may time out under high load. 🛠️ Steps to Resolve a Timeout Error 1. Refresh the page. Many timeout errors are transient. A simple page refresh clears the stalled request and reloads the session. 2. Clear your browser cache. Go to your browser settings, clear cached files and cookies for the Search Atlas domain, then reload the page. 3. Try a different browser or incognito mode. This rules out browser extensions or stored data causing the issue. 4. Wait 60 seconds and retry. If the platform is processing a large task, give it a moment before submitting the request again. 5. Reattempt the original action. If you were interrupted during a workflow, log out and log back in, then retry. Your saved data should remain intact. 6. Check for duplicate submissions. If you clicked a button multiple times before the error appeared, only resubmit once to avoid creating duplicate tasks or projects. 📋 Before You Contact Support — Gather These Details When timeout issues cannot be resolved with the steps above, our support team will need specific information to investigate efficiently. Please have the following ready before starting a chat: - The exact page or feature where the timeout occurred (e.g., project creation, AI Agent, content editor) - The time and date the error happened (include your timezone) - A screenshot or screen recording of the error message if available - The steps you took immediately before the error appeared - Whether the issue is happening consistently or only sometimes - Your browser name and version (e.g., Chrome 124, Safari 17) Providing these details upfront means our team can investigate without back-and-forth delays and resolve your issue faster. 💡 Why Describing the Problem Clearly Matters Timeout errors can stem from many different causes — network conditions, platform load, browser state, or a specific feature behaving unexpectedly. The more precisely you can describe what you were doing and what you saw, the faster our team can identify the root cause and apply the right fix. 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.

📹 YouTube SEO Support and Video Publishing Capabilities

🎯 What This Article Covers Some customers ask whether Search Atlas can automatically publish videos to YouTube to help grow a channel and improve rankings. This article clearly explains the scope of YouTube SEO support inside Search Atlas so you know exactly what to expect. 🚫 Does Search Atlas Publish Videos to YouTube? No. Search Atlas cannot publish videos directly to YouTube. There is no native integration that uploads, schedules, or auto-publishes video content to any YouTube channel. If you are looking for a tool that pushes video files to YouTube automatically, you will need a dedicated video publishing platform for that step. ✅ What Search Atlas Can Do for YouTube SEO While direct video publishing is outside the platform's scope, Search Atlas does provide meaningful support for YouTube SEO through the following capabilities: - Keyword Research: Use the Keyword Research tools to discover high-volume, low-competition search terms that are relevant to your video topics. Targeting the right keywords in your video titles, descriptions, and tags is one of the most impactful YouTube SEO actions you can take. - Video Script Generation with Content Genius: Content Genius can generate structured, SEO-optimised scripts for your YouTube videos. Well-written scripts help you naturally include target keywords in your spoken content, which YouTube's auto-captions pick up and index. - Supporting Blog Content: Embedding YouTube videos inside well-optimised blog posts increases view counts and watch time signals, both of which support YouTube rankings. Content Genius can produce the supporting blog articles that host your videos. - Competitive Research: Analyse what topics and keywords competitors rank for, then plan video content that fills gaps in your niche. 🔄 Recommended Workflow for YouTube SEO 1. Use Keyword Research in Search Atlas to identify target terms for your next video. 2. Open Content Genius and generate an SEO-optimised script built around those keywords. 3. Record and edit your video using your preferred production tools. 4. Upload and publish the video manually through YouTube Studio. 5. Return to Content Genius to write a supporting blog post that embeds the published video and targets the same keyword cluster. 6. Monitor organic performance and keyword movement inside Search Atlas to refine your content strategy over time. 💡 Why This Workflow Still Improves Rankings YouTube SEO success depends heavily on keyword relevance, watch time, and off-platform signals. Search Atlas helps you nail the research and content strategy phases, which are the highest-leverage steps. The actual upload step takes only a few minutes inside YouTube Studio, so the manual handoff is minimal compared to the research and content creation time saved. 🗺️ Where to Find the Relevant Tools - Content Genius: Left sidebar → Content Genius - Keyword Research: Left sidebar → Keyword Research - OTTO SEO Automation: Left sidebar → OTTO SEO (URL: /seo-automation-v3) — useful for automating supporting blog content at scale 🙋 Need Further Help? 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.

🛠️ How to Escalate a Technical Support Request

🔍 Overview If you're experiencing a technical issue that standard support hasn't resolved — such as crawl failures, account configuration problems, or platform errors — you can request escalation to our technical team. To ensure the fastest resolution, it helps to clearly describe the problem before escalating. This article walks you through exactly how to do that. 📋 Before You Escalate: Gather the Right Information Our technical team can investigate and resolve issues much faster when they have the right details upfront. Before reaching out, take a moment to collect the following: - What you were trying to do: Describe the action you were taking — for example, running a site crawl, setting up OTTO SEO automation, or accessing a report. - What happened instead: Describe the error or unexpected behaviour you encountered. Include any error messages exactly as they appeared. - When it started: Note the date and approximate time the issue first occurred. - How often it happens: Is this a one-time issue or does it happen consistently? - Steps to reproduce: If you can repeat the issue, list the steps you take to trigger it. - Screenshots or screen recordings: Visual evidence helps the technical team identify the root cause quickly. - Affected URLs or accounts: If the issue is tied to a specific domain, subaccount, or workspace, include those details. 🚀 How to Request a Technical Escalation 1. Open the live chat widget in the bottom-right corner of the Search Atlas platform. 2. Briefly describe your issue in the chat so our support team understands the context. 3. Type human teammate to be connected with a member of our team. 4. Share the information you gathered in the section above. The more detail you provide, the faster our technical team can investigate. 5. Our team will assess the issue and escalate it internally if specialist involvement is needed. You will be kept informed of progress. 💡 Tips for a Faster Resolution - Be specific: Vague requests like "something isn't working" slow down diagnosis. Describe the exact feature or page where the problem occurs. - One issue at a time: If you have multiple problems, report them separately so each one gets proper attention. - Stay available: Our team may need follow-up information. Responding promptly keeps your case moving forward. - Check your plan and permissions: Some features are tier-specific. If a feature seems missing, confirm it is included in your current subscription before escalating. ⚙️ Common Technical Issues and Where to Find Them If your issue relates to one of the areas below, here is where to navigate in the platform so you can provide accurate details to support: - OTTO SEO automation errors: Left sidebar → OTTO SEO → SEO Automation (URL: /seo-automation-v3). Note which step or setting is causing the problem. - Crawl failures: Check the crawl log for the affected project and note any error codes or status messages displayed. - Account or subaccount issues: Note the affected account name, email, and any actions recently taken such as plan changes or user additions. ⏱️ What to Expect After Escalation Once your request is escalated, here is what typically happens: - A support team member reviews your case and gathers any additional information needed. - If specialist involvement is required, your case is escalated to the technical team with all context included. - You will receive updates through the chat as the investigation progresses. - Complex issues — such as platform-level bugs or infrastructure problems — may take additional time, but you will always be kept informed. 💬 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.

🛠️ Getting Technical Help Inside Search Atlas

🔍 Overview If you selected Technical Help in the chat but weren't sure how to describe your issue, that's completely fine. This article helps you prepare the right details so our support team can resolve your problem quickly and accurately — without back-and-forth delays. ⚙️ Why a Clear Description Speeds Up Your Support Our support team handles a wide range of technical topics across the platform. When you provide specific details upfront, we can skip the diagnostic back-and-forth and get straight to a solution. Vague requests like "something isn't working" often require several follow-up questions before we can help — which means longer wait times for you. 📋 What to Include When Reporting a Technical Issue Before opening the chat, take a moment to note the following: - What you were trying to do: For example, "I was trying to run an OTTO SEO automation from the OTTO SEO section." - What happened instead: Describe the unexpected behavior — an error message, a blank screen, a button that didn't respond, or a result that looked wrong. - The exact error message (if any): Copy and paste any error text you saw on screen. Even partial messages help. - Where in the platform it happened: Include the page name or the URL path (for example, /seo-automation-v3 for the OTTO SEO section). - When it happened: Approximate date and time, and whether the issue is ongoing or occurred once. - Steps to reproduce: List what you clicked or did before the problem appeared. This helps us recreate the issue on our end. 🗺️ Quick Platform Navigation Reference Not sure where to find a feature? Here are some common starting points: - OTTO SEO automations: Left sidebar → OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3) If you're experiencing an issue in a different section of the platform, note the name shown in the left sidebar and the URL — both are useful for our team. 💡 Common Technical Issues and Quick Checks Before reaching out, try these quick steps — they resolve many common problems: 1. Refresh the page. A simple browser refresh clears temporary glitches. 2. Clear your browser cache. Cached data can cause features to display incorrectly. 3. Try a different browser. Chrome or Firefox are recommended for the best experience. 4. Check your internet connection. An unstable connection can cause timeouts or incomplete page loads. 5. Log out and log back in. This resets your session and resolves most authentication-related issues. If none of the above resolves the issue, the next step is to contact our support team with the details gathered above. 🚀 How to Reach Our Support Team 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. When the chat opens, paste in the details you prepared — what you were doing, what went wrong, any error messages, and the steps to reproduce the issue. The more context you provide, the faster we can help.

💬 Getting Help: How to Describe Your Issue

💡 Why Details Matter When you reach out for technical help, describing your issue in detail helps our team understand what's happening and find a solution quickly. Vague requests like 'LIVE SUPPORT' or 'help' without context can cause delays because we won't know where to start troubleshooting. 🎯 What to Include in Your Support Request To get the fastest response, share these details: - What you were doing: Which feature or page were you using when the issue occurred? (e.g., 'I was trying to generate content in OTTO SEO' or 'I was syncing my WordPress plugin') - What went wrong: Describe what happened instead of what you expected. (e.g., 'The page got stuck on a loading screen' or 'I got an error message') - The error message (if any): Copy and paste the exact error text you see on screen. (e.g., 'wp_client_error' or '500 Internal Server Error') - When it happened: Roughly when did you encounter this? (e.g., 'This morning at 10 AM' or 'For the past 2 days') - What you've already tried: Have you refreshed the page, cleared your browser cache, or tried a different browser? Let us know what worked or didn't work. 📝 Examples of Helpful Support Requests Good example: 'I'm trying to generate a blog post in OTTO SEO, but after I clicked Generate, the page got stuck showing a loading spinner for 15 minutes. I refreshed the page and the content wasn't created. The URL still shows /seo-automation-v3.' Less helpful example: 'LIVE SUPPORT — not working' 🔧 Common Issues and How to Report Them If you're experiencing one of these problems, here's what to tell us: - Page is stuck or frozen: Say which page, what action you took before it froze, and if you see a loading indicator or error. - Error message appeared: Copy the exact text of the error, including any error codes or numbers you see. - Feature not working as expected: Explain what you tried to do, what happened instead, and what you expected to happen. - Plugin or integration issue: Tell us which plugin (e.g., WordPress), which action you were performing, and any error codes or messages that appeared. - Can't log in or authenticate: Let us know if you see an error, if the page is blank, or if it seems to hang during login. 💬 How to Send Your Support Request When you're ready to describe your issue: 1. Open the chat widget in the bottom-right corner of the Search Atlas platform. 2. Type a clear description of what's happening (use the examples above as a guide). 3. Include any error messages, screenshots, or steps you've already tried. 4. Press Enter and wait for a response. ⏱️ What to Expect With clear details, our team can often diagnose and fix your issue in one conversation. Without specifics, we'll need to ask follow-up questions, which takes more time. Providing details upfront helps us serve you faster. 🆘 Ready to Get Help? 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.

🛠️ How to Get Technical Help Quickly

🎯 Why Clear Issue Descriptions Matter When you contact support, the fastest way to get help is to describe your issue clearly from the start. Our team can only investigate and resolve a problem once they understand what is happening. If you reach out without describing your issue, there will be a back-and-forth delay before troubleshooting can even begin. 📋 What to Include When You Ask for Help Before starting a chat, take a moment to gather the following details. The more context you provide upfront, the faster our team can assist you. - What you were trying to do: For example, "I was trying to run a Site Audit" or "I was publishing changes in Website Studio." - What happened instead: Describe the unexpected result, error message, or behaviour you observed. Copy and paste any error text if you can. - Where it happened: Include the tool or section of the platform (for example, OTTO SEO, OTTO, Local SEO, Landing Page Studio, or Google Business Profile). - Your domain or project name: Let us know which site or project is affected. - Steps to reproduce: If you can repeat the problem, briefly list the steps so our team can replicate it on their end. 🔍 Common Issues and Where to Find Them If you are unsure which tool is causing your problem, the list below covers the most common areas where technical issues arise: - OTTO SEO: Navigate to the left sidebar and select OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3). Issues here may include automation errors or pages not updating. - OTTO & Site Audit: Problems such as crawls failing or OTTO not applying recommendations. - Landing Page Studio (Website Studio): Issues such as visual edits not saving, background images not updating, or contact forms missing from pages. - WordPress Connector: Errors during sync, grayed-out connection buttons, or wp_client_error messages. - Google Business Profile (GBP): Difficulties managing multiple locations or adding a GBP profile through Brand Vault. ✅ A Simple Template to Describe Your Issue Not sure how to word your request? Copy and fill in the template below when you open a chat: - Tool or section: [e.g., Site Audit / OTTO / Landing Page Studio] - What I was doing: [e.g., running a crawl / publishing a page edit] - What happened: [e.g., I saw an error message / the change did not save] - Error message (if any): [paste the exact text here] - Domain or project: [your website URL or project name] 💬 How to Reach a Human Teammate Our support team is available directly inside the platform. There is no phone number or email address — everything is handled through live chat so your conversation and account details are in one place. 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. Once connected, paste your issue description using the template above so your teammate can start investigating right away — no extra back-and-forth needed.

🗨️ Reaching Support: Chat-First Help at Search Atlas

🔍 Overview Search Atlas does not offer phone support. All customer support — including account questions, billing issues, and technical help — is handled through the live chat widget built directly into the platform. This allows our team to respond quickly, keep a full record of your conversation, and escalate your case to the right specialist without you having to repeat yourself. 💬 How to Reach a Human Agent You can connect with a real person at any time through the chat widget. Here is how: 1. Log in to your Search Atlas account. 2. Open the chat widget in the platform. 3. Request to speak with a human agent. 4. You will be connected with a member of our support team. There is no need to navigate a phone menu or wait on hold. The chat widget connects you directly to our support team. 💳 Getting Help With Billing and Account Issues Billing and account questions are fully supported through the chat widget. When you connect with a human teammate, you can ask about: - Charges or invoices on your account - Plan changes or cancellations - Account access problems To help our team resolve your issue as quickly as possible, have the following details ready before starting the chat: - The email address associated with your Search Atlas account - A brief description of the issue - Any relevant dates or invoice numbers if you have them 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.

🎥 How to Create a Loom Video for Support

Record, edit, and share a Loom screen or camera video so the support team can see exactly what's happening on your end. 🔧 Step 1: Install Loom 1. Download Loom: Go to loom.com and click Get Loom for Free. Follow the prompts to create an account if you don't have one. 2. Install the Loom Chrome extension (optional): For quick access, install the Loom extension from the Chrome Web Store, or download the Loom desktop app for Mac or Windows. Once installed, Loom is ready to launch from your desktop or browser toolbar. 🔑 Step 2: Open Loom and Log In 1. Open the Loom app or extension: Launch Loom from your desktop, or click the Loom icon in your Chrome browser. 2. Log in: Sign in with your credentials, or create a new account if you haven't already. You'll land on the Loom home screen, ready to configure a new recording. ⚙️ Step 3: Set Up Your Recording Options 1. Choose a recording mode: - Screen + Camera: Records your screen and camera feed simultaneously (you can reposition the camera overlay). - Screen Only: Records your screen without the camera. - Camera Only: Records just your camera without capturing the screen. 2. Select the screen area: Choose to record your entire screen, a specific application window, or a specific Chrome tab. 3. Choose your audio input: - Select your microphone and confirm it is working if you want to include a voiceover. - Test the microphone level to ensure good sound quality before you start. Your settings are saved automatically and apply to your next recording. 🔴 Step 4: Start Recording 1. Click Start Recording: After configuring your settings, click the red Start Recording button. 2. Select your screen area (if prompted): Choose which screen or window to record, then click Share. Loom begins the countdown immediately after you click Share. 📹 Step 5: Record Your Video 1. Countdown timer: Loom displays a 3-second countdown before recording starts — use this time to get ready. 2. Record your content: Narrate as needed, click through screens, and present the issue or content clearly. 3. Pause or restart: Use the Loom toolbar to pause, restart, or cancel the recording at any time. The Loom toolbar stays on screen during recording so you can control the session without stopping. ⏹️ Step 6: Stop Recording 1. Finish the recording: Click the green checkmark or the Loom icon to stop recording. 2. Preview your video: Your video automatically uploads to Loom's cloud storage and opens in a new browser tab for review. You'll see your video fully uploaded and ready to edit within a few seconds. ✂️ Step 7: Edit and Share Your Video 1. Trim or edit: Use Loom's editing tools to trim unnecessary parts from the beginning, middle, or end of your video. 2. Copy the link: Copy the shareable link, or adjust the privacy settings to control who can view the video. 3. Share: Paste the link into an email, chat message, or support ticket. Anyone with the link can watch your video immediately — no Loom account required to view. 📁 Step 8: Manage Your Video 1. Title your video: Give the video a clear, descriptive title for easy identification later. 2. Organize: Move the video into a Loom folder to keep your recordings tidy. Your Loom library is searchable by title, so a clear name makes recordings easy to find later. 🎯 You've now recorded, edited, and shared a Loom video — paste your link into any support conversation to give the team full context at a glance.

🕒 Weekend Human Support Availability Hours

👋 Overview We know that questions can come up at any time, including on weekends. This article explains when human support agents are available during Saturday and Sunday, what to expect outside those hours, and how to get help through our live chat. 📅 Weekend Support Hours Our live human support agents are available on weekends during reduced hours compared to weekdays. During these windows, a member of our team can respond to your questions in real time through the live chat widget. - Saturday: Human agents are available during limited daytime hours. - Sunday: Human agents are available during limited daytime hours. Because our team supports customers across multiple time zones, the exact staffed hours can shift and are not fixed to a single published time. If you need to know the specific hours a human agent is available right now, the most accurate source is the live chat widget itself: open it and it will clearly show whether a human agent is available or if you have reached us outside of staffed hours. 🤖 What Happens Outside Staffed Hours If you reach out when no human agent is online, you will not be left without help. Here is what you can expect: - Our automated assistant can answer many common questions instantly, at any hour. - You can leave your message in the chat, and it will be waiting for the next available agent. - An agent will follow up as soon as the team is back online, typically at the start of the next staffed window. 💬 How to Reach a Human Agent Requesting a human agent is quick and can be done entirely inside the platform. Follow these steps: 1. Log in to your Search Atlas account. 2. Click the chat icon in the bottom-right corner of the platform. 3. Type your question or request in the chat window. 4. If you specifically need a person, ask to speak with a "human agent". 5. If an agent is online, you will be connected in real time. If not, your message will be saved and answered when the team returns. 💡 Tips for Faster Weekend Help To get the most out of weekend support, keep these tips in mind: - Be specific: Include details such as the feature you are using, the account or project name, and any error messages. - Add screenshots: Visual context helps agents understand and resolve your issue faster. - Send it anyway: Even outside staffed hours, submitting your message means it is first in line when an agent returns. - Check the knowledge base: Many common questions are answered in our help articles, so you may find a solution right away. 📌 Key Takeaways - Human agents are available on weekends during limited daytime hours. - The live chat widget shows whether an agent is currently online and is the most accurate source for the specific hours in effect right now. - Outside staffed hours, automated help is available and your message is saved for follow-up.

🛠️ Report an Issue: How to Submit Debug Information Through the Search Atlas WordPress Plugin

The Report an Issue feature in the Search Atlas WordPress plugin provides a simple, streamlined way for clients to notify our team of problems they encounter. In a few simple steps, users can include a full issue description, select the severity, and automatically attach all relevant system information we need to debug and prioritize the issue efficiently. This ensures faster troubleshooting and better visibility for the engineering team. 📌 Plugin version requirement: The Report an Issue feature requires the latest version of the Search Atlas WordPress plugin. Before submitting a report, please make sure your plugin is updated to the most recent release to ensure the feature functions correctly and to avoid known connectivity issues present in older versions. 🖥️ Step-by-Step Guide 🔧 Step 1 — Navigate to the Report a Bug Section From your WordPress dashboard, click the More Features (apps-grid icon), then select Report a Bug. Your screen will load the full reporting interface, displaying two major areas: - System Information - Report an Issue This system information is automatically included in your report to help our team debug your environment. 📝 Step 2 — Review the System Information Block Under the “System Information” section, you’ll see key details about your installation: - Website URL - Plugin version - WordPress version - PHP version - Active theme - Project UUID — a unique identifier for your Search Atlas workspace, used by our team to locate your account quickly. This data requires no action from you — it is collected automatically and securely. 🗒️ Step 3 — Enter Your Issue Description Below the System Information block, you will find the Issue Description text area. If you do not see it, scroll down past the system details panel. Here, you’ll describe: - What happened - Any error messages - Steps to reproduce the issue - Any relevant context ⚠️ The field requires at least 10 characters. If the field is empty and you try to proceed, it will show a validation warning — exactly: "Issue description must be at least 10 characters long" — and the form will not submit until the minimum is met. 🚦 Step 4 — Select the Severity Level Below the description field, choose the issue severity. Choose the level that best matches the impact of the problem: - Critical — site is down, data loss is occurring, or the plugin is completely unusable. - High — a major feature is broken or significantly impacting your workflow. - Medium — functionality is impaired but a workaround exists. - Low — cosmetic, minor, or non-blocking issue. Selecting the right severity helps our engineering team triage and prioritize your report appropriately. 👤 Step 5 — Include User Information You’ll see a checkbox labeled: Include current user information (username, email) This helps us contact you if more context is needed. 📤 Step 6 — Submit Your Report Click the Submit Report button. Once submitted: - The plugin bundles your system data, - Attaches your description, severity, and user info, - Sends everything directly to our monitoring dashboard, - And becomes available to the engineering team for triage. After submission, you will see an on-screen confirmation message indicating that your report was received successfully. If you opted to include your user information, our team may follow up by email with any additional questions or updates as the issue is investigated. 📌This ensures we can prioritize and debug issues properly. 💡 How It Works Behind the Scenes Once your report is submitted: - The issue appears automatically in our internal dashboard. - Our engineering team can see full environment details and debug context. - Each issue is tracked, organized, and prioritized for investigation. This makes the process fast, transparent, and reliable for both the user and the development team. ⚠️ Troubleshooting: If the Report Issue page does not load, throws an error, or the plugin appears to be in an unhealthy state, please contact our support team directly through your usual support channel and include your Website URL, plugin version, and a manual description of the issue so we can assist you right away. ✨ Final Notes The Report an Issue tool is designed to make communicating technical issues frictionless. Just describe what you experienced, choose a severity, and click submit, the plugin handles the rest, giving our team everything needed to investigate. If you ever need help or want to share more details, don’t hesitate to reach out. We’re here to support you!

🛠️ Reporting Platform Bugs and Requesting Billing Relief

🔍 Overview If you are experiencing multiple technical issues — such as delays in OTTO SEO actions, repeated or identical content suggestions, incorrect scoring results, or unexpected tool behavior — and these issues are affecting your ability to use the platform, you may be eligible for a billing adjustment while our engineering teams work on a fix. This article explains how to report bugs effectively, what to expect during the resolution process, and how to request billing relief. ⚠️ Common Technical Issues That Qualify for Escalation The following types of issues have previously been escalated to engineering teams for investigation and resolution: - OTTO SEO deployment delays: Actions queued in Left sidebar → OTTO SEO → Overview that take longer than expected to process or appear stuck. - Duplicate or identical content suggestions: The platform repeatedly suggesting the same titles, headings, or recommendations without variation. - Incorrect scoring or heatmap results: Scores that do not reflect the actual state of your content or site. - Unexpected tool behavior in country or language settings: Tools switching regions or languages without your input. If you are experiencing one or more of these issues, document each one separately before contacting support. This speeds up the escalation process significantly. 📋 How to Document Your Issues Before Contacting Support To help our team escalate your case quickly, prepare the following information for each issue: 1. Describe the issue clearly: What were you doing when it occurred? What did you expect to happen, and what happened instead? 2. Note the affected feature and page: For example, OTTO SEO → Site Audit → All Audits, or the specific tool you were using. 3. Record the date and time when you first noticed each problem. 4. Take screenshots or screen recordings that clearly show the unexpected behavior. 5. List each issue separately — do not group multiple bugs into a single description, as each one is likely routed to a different engineering team. ⏱️ What Happens After You Report a Bug Once your issues are reported to our support team, here is what to expect: - Ticket creation: Each confirmed bug is assigned a unique internal ticket number so it can be tracked independently. - Team routing: Issues are routed to the relevant engineering team (for example, OTTO SEO infrastructure, billing systems, or content generation). - Status updates: Tickets move through stages including In Development, In Review, and Awaiting Release. Our support team can provide status updates on any of your open tickets. - Resolution timeline: Complex bugs may require several days or weeks depending on their scope. Our team will keep you informed as progress is made. 💳 Requesting a Billing Adjustment or Pause If confirmed platform bugs are preventing you from using core features, you may request a billing adjustment. This is handled on a case-by-case basis by our support team. Here is what you should know: - Billing adjustments such as account credits or temporary pauses on invoicing are available when technical issues are verified and escalated. - A credit or billing pause does not cancel your subscription — your account and data remain fully intact. - Any adjusted billing timeline (for example, a deferred invoice date) will be confirmed in writing by the support agent handling your case. - Billing relief requests must be made through the live chat widget — they cannot be processed automatically. When you contact support to request a billing adjustment, reference the issues you have documented and mention that you would like a billing review while the bugs are under investigation. ✅ Checking the Status of Your Reported Issues After your tickets have been created, you can follow up at any time through the live chat widget. Have your ticket numbers ready if they were shared with you, as this allows the support team to pull up your case immediately and give you a current status update. 💬 Need Help 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.

🛠️ Reporting a Persistent Technical Issue Effectively

🔍 Overview Sometimes a technical issue persists even after standard troubleshooting steps like clearing your cache, cookies, or switching to an incognito window. If that describes your situation, this article will help you understand why issues can remain unresolved, what information our team needs to investigate, and exactly how to escalate so we can help you as quickly as possible. ⚠️ Why Some Issues Require Further Investigation Certain platform bugs are not caused by your browser or local settings — they originate on our servers or within specific platform features. Common examples include: - Blank or empty modals — A pop-up window opens but displays no content (for example, in GBP Posts publishing workflows). - Buttons that appear but do not respond — An action button such as Retry Failed Platforms looks clickable but is disabled without explanation. - Metrics showing 0% instead of no data — A visibility score displays as zero when the correct behaviour is to show that data is unavailable for that platform. - Unsupported platforms showing incorrect results — Platforms that are not yet supported may surface misleading figures rather than a clear unavailability indicator. These types of issues require our engineering team to investigate server-side behaviour and cannot be resolved by refreshing your browser or changing devices. ✅ Troubleshooting Steps to Try First Before escalating, please confirm you have already attempted the following. Our support team will ask for this information, so completing these steps in advance speeds up the process. 1. Clear cache and cookies — In your browser settings, clear all cached data and cookies, then reload the platform. 2. Try incognito or private mode — Open a new incognito window (Chrome: Ctrl+Shift+N / Cmd+Shift+N) and log in again. 3. Try a different browser — If you normally use Chrome, test the same action in Firefox, Edge, or Safari. 4. Disable browser extensions — Ad blockers or script blockers can interfere with platform features. Disable all extensions and retest. 5. Check on a different device or network — If possible, test on a different computer or switch from Wi-Fi to mobile data to rule out a local network issue. If the problem continues after completing all of the steps above, the issue is very likely platform-side and requires engineering review. 📋 Information to Gather Before Contacting Support To resolve your issue as quickly as possible, please have the following ready when you reach out. The more detail you provide, the faster our team can identify and fix the root cause. - Screenshots or a screen recording — Visuals are the single most important piece of evidence. Capture exactly what you see, including any error messages, blank areas, or unexpected values. - The URL where the issue occurs — Copy the full address from your browser bar at the moment the issue appears. - The specific feature or section affected — For example: OTTO SEO (found in the left sidebar under OTTO SEO → All Sites (SEO Automation), URL: /seo-automation-v3), GBP Posts, LLM Visibility, or another area. - Steps to reproduce — List exactly what you clicked or did before the issue appeared. The more precise, the better. - How long the issue has been occurring — Note the date you first noticed it. - Your previous conversation reference — If you reported this issue in an earlier support conversation that was closed, mention it so our team can review the full history and your original screenshot. 💬 How to Escalate to Our Support Team If you have completed the troubleshooting steps and gathered the information above, our team is ready to help. 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. When you start the conversation, share your screenshots, the URL, and the reproduction steps straight away. This allows us to escalate directly to engineering without needing a follow-up round of questions, which gets your issue resolved faster. 📌 Important Note on Previously Closed Conversations If your issue was discussed in a previous support conversation that has since been closed, that conversation history — including any screenshots you shared — may not be automatically visible to the next agent. To make sure nothing is missed, please re-share your screenshots and a brief description of the issue when you open a new chat. Mention that this is an ongoing problem so the agent can flag it for priority review.

🛠️ How to Report a Technical Issue Effectively

🔍 Why Clear Problem Descriptions Matter When you reach out for technical help, the details you share directly affect how quickly we can resolve your issue. A vague request — such as selecting Technical Help without describing the problem — means our team has to ask follow-up questions before we can even begin investigating. This adds unnecessary wait time for you. This article walks you through exactly what information to include so we can help you as fast as possible. 📋 What to Include in Your Technical Help Request Before contacting support, gather the following details. The more specific you are, the faster we can identify and fix the issue. - What you were trying to do: Describe the task or feature you were using when the problem occurred. For example: "I was generating a new article in Content Genie" or "I was connecting my WordPress site via the plugin." - What happened instead: Describe the unexpected behaviour. For example: "The page got stuck on a loading screen" or "I received a 500 error." - Where in the platform it happened: Share the page URL or navigate path. For example: Left sidebar → OTTO SEO → All Sites (SEO Automation) (/seo-automation-v3). - When it happened: Include the date and approximate time, including your timezone. - Steps to reproduce: List the exact steps you took before the issue appeared. This helps our team replicate and confirm the problem on our end. - Screenshots or screen recordings: Visual evidence is extremely helpful. Capture the full browser window, including any error messages. - Browser and device: Tell us which browser (e.g. Chrome 125, Safari 17) and operating system you are using. ⚡ Common Technical Issues and Quick Checks Before reaching out, try these quick checks — they resolve many common problems without needing support. - Page stuck loading or showing AI_IN_PROGRESS: Refresh the page after 2–3 minutes. If the status does not update, note the article title and project name, then contact support. - WordPress plugin not connecting or timing out: Disconnect and reconnect the plugin from your WordPress dashboard. Make sure your Search Atlas credentials are correct and that no firewall or security plugin is blocking the connection. - SSO or login errors (e.g. 500 error on sign-in): Clear your browser cache and cookies, then try again in an incognito window. If the error persists, note the exact URL and error message before contacting support. - OTTO overriding third-party SEO settings (e.g. Yoast titles): Check your OTTO configuration settings to see which fields OTTO is set to manage. You can disable OTTO's control over specific fields such as title tags to preserve your existing Yoast settings. 💬 How to Contact Support with Your Details Once you have gathered the information above, follow these steps to reach our team quickly. 1. Open the Search Atlas platform in your browser. 2. Click the chat widget in the bottom-right corner of the screen. 3. Type a brief description of your issue, including the details listed in the section above. 4. Type human teammate to be connected with a member of our team. The more detail you provide upfront, the faster we can diagnose and resolve your issue — often without needing a single follow-up question. ✅ Example of a Strong Support Message Here is an example of a well-structured technical help message: "Hi, I am having trouble with Content Genie. I started generating a new article yesterday at 3 PM EST. The page has been stuck on AI_IN_PROGRESS ever since and has not updated. The article title is 'Best SEO Tools 2025' inside my project named 'Blog Content'. I am using Chrome 125 on Windows 11. I have attached a screenshot showing the stuck status." A message like this gives our team everything needed to investigate immediately. 🙋 Still Need Help? 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.

🔁 Reporting Incorrect Voodoo AI Responses

Use this SOP to quickly report any time Voodoo AI gives an incorrect, incomplete, or unhelpful answer, or when you spot issues in the Knowledge Base. ✅ What To Do Right after the conversation, submit the ClickUp form and include: - The customer's intent or question (what they were trying to solve) - The AI's response that did not work (paste the text or include a screenshot) - The actual solution that resolved the issue - The resource(s) used to solve it (e.g., KB articles, manual steps, internal links) - The Intercom conversation link (if available) 🚀 Why It Matters Your input helps us: - Improve Voodoo's accuracy and coverage - Keep the Knowledge Base reliable and up to date - Identify and fix bugs or gaps in support flows 📍 Where Is The Form? You can access the form directly via the link below: AI – Incorrect Answer Feedback Form in ClickUp ✅ When To Use This Form Submit the form immediately after any conversation where: - Voodoo gave a wrong, incomplete, or confusing answer - You had to step in and resolve the issue manually - You used a resource that Voodoo did not suggest 📝 How To Fill Out The Form 1. Identify the issue. Did the AI give a wrong, confusing, or incomplete answer? Is something in the Knowledge Base outdated or incorrect? Is there a bug in the workflow, UI, or links? 2. Open the form.Click here to open the form. The form creates a task automatically, so nothing gets lost. 3. Fill out the form with as much detail as you can, including: - Type of issue (choose one or more options) - Link to the Intercom conversation - Screenshot(s) showing the issue - Description of the AI response that failed - How it was resolved (if applicable) - Correct response - Resources used to fix the issue (if any) 🚀 What Happens Next? - Your report becomes a task in ClickUp - The Knowledge & AI team reviews and resolves it - Fixes are implemented as soon as possible (KB updates, AI training, bug fixes) 🚦 Reminders - Be specific and clear, especially when summarizing the customer's intent and the correct answer - Paste all relevant links — these are essential for retraining Fin - Feedback entries are reviewed weekly by the Content & AI Training team 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.

💡 Submit a Feature Request to Search Atlas

💡 Why Submit a Feature Request? Search Atlas actively collects customer ideas to shape the product roadmap. If you have a suggestion — such as wanting Website Studio thumbnails to refresh automatically over time rather than showing only the original generated image — you can submit it directly through the official product portal. Your request will be visible to the product team, and you will receive updates as its status changes. 🚀 How to Submit Your Feature Request 1. Open the Search Atlas product portal in your browser: https://portal.productboard.com/searchatlas/1-search-atlas-product-portal/tabs/3-launched 2. Browse existing ideas to check whether someone has already submitted a similar request. If so, you can upvote it to show your support. 3. If your idea does not already exist, look for the option to submit a new idea and describe your suggestion clearly. Include as much context as possible — for example, which feature is affected, what behaviour you currently see, and what you would like it to do instead. 4. When prompted, enter your email address. This is how ProductBoard notifies you when the status of your request changes, such as when it is under review, planned, or launched. ✅ What Happens After You Submit Once your request is submitted, the Search Atlas product team will review it alongside other ideas. You may see your request move through status stages such as Under Consideration, Planned, or Launched. You will receive email notifications at each stage so you can stay informed without needing to check back manually. 📋 Tips for a Strong Feature Request - Be specific: Describe exactly what you want the feature to do, not just a general improvement. - Explain the use case: Share why this change would help you or your workflow. - Include examples: If relevant, mention the tool or page where the change should apply, such as Website Studio. - Use a real email: You need a valid email address to receive status updates on your submission. 🛠️ Need More Help? 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.

💬 How to Close a Test Chat Conversation

🔍 What Happened? If you were testing the live chat widget inside the Search Atlas platform and your conversation was accidentally escalated to a support teammate, don't worry — this is a common occurrence. When certain keywords or actions are triggered during a test, the system may automatically route the conversation to a human agent. This article explains what to expect, how the conversation gets closed, and how to avoid accidental escalations during future tests. ⚙️ Why Did My Test Get Escalated? The chat widget is designed to detect when a customer needs human support. The following actions can trigger an automatic escalation: - Typing phrases like human teammate, agent, or help - Sending multiple messages in quick succession - Interacting with certain bot prompts that are mapped to escalation flows Because these triggers are intentional safety features, even a test conversation can be routed to a live teammate if any of these conditions are met. ✅ How to Close an Accidentally Escalated Conversation If your test conversation was escalated and you need it closed, follow these steps: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type a short message explaining that this was a test, for example: "This was a test conversation — please close this chat." 3. A teammate will acknowledge your message and close the conversation on their end. 4. You will receive a confirmation once the conversation has been marked as resolved. There is no negative impact on your account when a test conversation is escalated. Our team is happy to close it for you without any follow-up required. 🛠️ How to Avoid Accidental Escalations When Testing If you need to explore the chat widget's behaviour without triggering a live escalation, keep the following tips in mind: - Avoid escalation keywords — do not type phrases like human teammate, talk to someone, or agent during a test. - Keep messages neutral — use placeholder text that does not match any escalation triggers. - Test during off-peak hours — if an accidental escalation does occur, our team will still respond, but off-peak times may reduce any confusion. - Notify the team in advance — if you plan to run a structured test, let a teammate know beforehand so they can monitor without escalating. ❓ Frequently Asked Questions Will this affect my account or support history? No. Accidental test conversations are noted and closed without any impact to your account standing or support metrics. Can I delete the test conversation from my history? Conversation history is managed by our support team. If you would like a test conversation removed from your record, simply ask a teammate when requesting the closure. What if the chat widget is not responding? Try refreshing the page. If the issue persists, the widget may be temporarily unavailable. Wait a few minutes and try again. 💬 Need Further Help? 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.

🔍 How to Find Your Previous Chat History

This article explains what to do if you cannot locate a previous chat session inside the platform. If you have not deleted any chats but cannot find a recent conversation, follow the steps below. 🛠️ Step-by-Step 1. Open the tool where the chat took place. Navigate to the same area of the platform you were using when the conversation occurred and look for any history or session list within that tool's interface. 2. Check that you are logged into the correct account and workspace. If you belong to more than one workspace or have multiple accounts, confirm that the workspace currently shown matches the one you were using when the chat occurred. Chat history may not be visible if you are viewing a different workspace. 3. Scroll through any available session list. Older sessions may not appear at the very top. Scroll down within whatever session list is available to see if earlier conversations are listed further down. 4. If you still cannot find the session, contact support. The platform's support team can look into your account directly and advise whether the session was saved. Before reaching out, note the approximate date and time of the missing conversation and the area of the platform where it took place, as this will help the team locate it faster. ✅ How to Confirm It Worked You have successfully located your chat history when you can see a list of past sessions inside the tool you used and can open the conversation you were looking for. If you are unable to find the session after completing every step above, reach out to our support team with the details noted in step 4. 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.

🔗 Third-Party Integration Requests Outside Search Atlas

🧭 Overview Search Atlas is an all-in-one SEO platform built to help you research keywords, track rankings, manage local listings, and publish content — all from a single dashboard. While we are continuously expanding our feature set, some requests involve third-party platforms or workflows that fall outside the current scope of Search Atlas. A common example is porting press releases from a tool like Signal Genesys into Search Atlas or setting up media rooms for separate business entities within the platform. This article explains what is currently supported, what is not, and how to work effectively within Search Atlas for similar use cases. ✅ What Search Atlas Currently Supports Search Atlas offers a growing set of tools that can handle many content publishing and local media needs natively. Here is what is available today: - Content Publishing: Create, optimise, and publish SEO content directly within the platform using the built-in content editor and AI writing tools. - Media Library: Upload and manage media assets for your local projects by navigating to Left sidebar → Local → Media Library. - Local Posts: Publish posts to your Google Business Profile listings by navigating to Left sidebar → Local → Posts. - Local Citations: Build and manage local citations for your business entities via Left sidebar → Local → Local Citations. - Multi-location Support: Manage multiple business entities and locations under a single Search Atlas account using GBP projects at Left sidebar → GBP Projects. - Rank Tracking: Monitor keyword performance across entities via Left sidebar → Keywords → Rank Tracker. 🚫 What Falls Outside Search Atlas Scope The following requests are currently outside the scope of what Search Atlas supports: - Direct integrations with Signal Genesys or other press release distribution platforms: Search Atlas does not have a native connector to import, sync, or manage content from Signal Genesys or similar third-party PR tools. - Dedicated media room pages for separate entities: Search Atlas does not currently offer a standalone media room feature where press releases, brand assets, and media contacts are hosted for individual business entities. - Automated porting of press release content: Bulk importing formatted press releases from external platforms into Search Atlas is not supported at this time. 💡 Recommended Workarounds Even though direct integration is not available, you can still achieve similar outcomes using tools already inside Search Atlas: 1. Manually repurpose press release content: Copy your press release text from Signal Genesys and paste it into the Search Atlas content editor. From there you can optimise it for SEO, adjust headings, and publish or export it as needed. 2. Use the Media Library for brand assets: Navigate to Left sidebar → Local → Media Library to upload logos, images, and media files associated with each business entity. Organise assets per project to keep entities separate. 3. Create entity-specific GBP projects: Set up a dedicated GBP project for each business entity under Left sidebar → GBP Projects. This allows you to manage posts, citations, and reviews independently per entity. 4. Publish news updates as Local Posts: For press release-style announcements, use Left sidebar → Local → Posts to publish updates directly to each entity's Google Business Profile, keeping audiences informed without needing a separate media room. 5. Track visibility of published content: After publishing, monitor keyword rankings and organic visibility for each entity via Left sidebar → Keywords → Rank Tracker. 🗺️ Submitting a Feature Request Search Atlas is actively developed based on customer feedback. If a third-party integration or a feature like media rooms is important to your workflow, we encourage you to submit a feature request. Your feedback directly influences the product roadmap. To submit a request, open the chat widget in the bottom-right corner of the platform and describe the integration or feature you need. Our team logs all feature requests and reviews them regularly. 🛠️ Need Further Help? 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.

💬 How to Reach a Live Agent in Chat

🎯 Overview Search Atlas includes a built-in live chat widget that connects you directly with our support team. If you need help from a real person — whether it's a billing question, a technical issue, or general guidance — you can reach a human teammate without leaving the platform. 💬 How to Connect with a Human Agent To reach a live support teammate, open the chat widget inside the Search Atlas platform and request to speak with a human agent. The chat widget is accessible throughout the platform, so there is no need to navigate to a specific page first. If your initial message is handled by an automated assistant and you are not connected to a live person, let the assistant know that you would like to speak with a human teammate. A member of our support team will be routed to assist you. 📋 Tips for Faster Support To help our team resolve your issue as quickly as possible, include the following details when you start your chat: - A clear description of your issue — what you were trying to do and what happened instead. - The feature or tool you were using — for example, OTTO SEO, Coworker, Site Auditor, or another area of the platform. - Any error messages — copy and paste the exact text or attach a screenshot if possible. - Steps you have already tried — this helps our team avoid repeating troubleshooting you have already done. - Your project name or URL — so our team can locate your account quickly. The more context you provide upfront, the faster we can resolve your issue. ⏰ When to Expect a Response Our team aims to respond to all live chat requests promptly during business hours. If you reach out outside of business hours, your message will be saved and a teammate will follow up with you as soon as they are available. If you have opened a chat and have not received a response from a live agent, try sending a follow-up message in the same conversation indicating that you are still waiting for assistance. This can help re-trigger agent routing. ❓ Frequently Asked Questions - What if I am not connected to a live agent after opening the chat? Send a follow-up message in the chat conversation indicating that you would like to speak with a human teammate. Our team will be routed to your conversation. - What if the chat widget is not visible? Try refreshing the page. If the widget still does not appear, make sure you are logged in to your Search Atlas account. 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.

💬 How to Connect With a Human Support Agent

🎯 Overview If you need personalised help from a real person — not a bot — Search Atlas makes it easy to request help from a human support teammate through the platform. 💬 How to Reach a Human Agent 1. Log in to your Search Atlas account. 2. Open the available support chat option inside the platform. 3. Request to speak with a human support teammate. 4. Describe the question or issue you need help with. Our team can help with questions and issues that require human assistance. ⏰ When Should You Contact a Human Agent? The chat assistant can handle many common questions automatically. However, reaching out to a human teammate is the right move when: - You are experiencing a technical issue that automated guidance hasn't resolved. - You need help with account access, billing, or plan changes. - A feature is not behaving as expected and you need it escalated. - You have a time-sensitive problem affecting your workflow. - You need guidance on a complex SEO strategy within the platform. 💡 Tips for a Faster Resolution To help our team resolve your issue as quickly as possible, have the following ready before you start the chat: - A clear description of the issue or question. - The name of the tool or feature you are working with. - Any error messages you have seen, copied exactly as they appear. - Relevant details that help explain what happened and what you expected to happen. 🔍 Before You Chat — Quick Self-Help Checks Sometimes a fast fix is just a few clicks away. Try these steps before opening a chat: - Refresh the page and try the action again. - Review relevant Search Atlas Help Center articles. - Note any error message or unexpected behaviour before contacting support. If none of these steps resolve your problem, contact support through the platform and request help from a human teammate. 📞 Contact Support 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.

💬 How to Reach a Human Agent in Support

🧭 Overview Search Atlas support is handled directly inside the platform through a built-in chat widget. If the AI assistant isn't resolving your issue, you can request a human team member at any time — no phone calls or emails needed. This article explains how to escalate your chat and answers common questions about the support process. 💬 How to Request a Human Agent Follow these steps to connect with a live member of the Search Atlas support team: 1. Look for the chat widget icon in the bottom-right corner of the platform. 2. Click the icon to open the chat window. 3. Type human teammate and press Enter. 4. You will be connected with a member of our team. You can do this at any point in your conversation — whether you're just starting out or have already been chatting with the AI assistant. ❓ What Is CT? You may see the term CT referenced in the chat. CT stands for Customer Team — the group of human agents who handle escalated or complex support requests inside Search Atlas. When you type human teammate, your conversation is routed to a CT member who can help you directly. 🤖 AI Assistant vs. Human Agent — What's the Difference? When you first open the chat widget, you'll be connected to Search Atlas's AI support assistant. The AI can help with many common questions quickly and at any hour. However, a human agent is better suited for: - Account-specific issues such as billing, credits, or plan changes - Technical problems that require investigation (e.g. crawl failures, data not loading) - Situations where previous troubleshooting steps haven't worked - Requests that need a judgment call or approval from the team There is no penalty or delay for requesting a human — our team is happy to step in whenever you need them. ⚙️ Common Issues That May Require Escalation The following scenarios are good examples of when connecting with a human agent will get you to a resolution faster: - Credit or billing discrepancies — If your account credits don't reflect a recent change or downgrade, a team member can investigate and correct this manually. - Cloud Stack or crawl failures — If your OTTO project is experiencing crawl errors or Cloud Stack issues, a human agent can escalate this to the technical team. - Plan changes and downgrades — Questions about what's included after a plan change are best handled by a team member who can review your account details. - Unexpected platform behaviour — If a feature isn't working as described in our documentation, a human agent can log a report and provide a workaround. 🕐 What to Expect After Escalating Once you type human teammate in the chat: 1. Your conversation history is preserved, so you won't need to repeat yourself. 2. A Customer Team member will review your issue and respond as quickly as possible. 3. If your issue requires further investigation, the agent will let you know next steps and expected timelines. To help the team resolve your issue faster, include as much detail as possible — such as the project name, the feature you were using, and a brief description of what went wrong. 🛠️ Before You Escalate — Quick Checks These steps can resolve common issues without waiting for a human agent: - Refresh the page and try the action again. - Log out and log back into your Search Atlas account. - Check that your browser is up to date and that no extensions are blocking the platform. - Review the relevant KB article for step-by-step guidance on the feature you're using. If none of the above resolves your issue, escalating to a human agent is absolutely the right next step. 📞 Need More Help? 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.

💬 How to Reach a Live Agent in Search Atlas

💬 Overview If you need to speak with a real person on the Search Atlas support team, you can connect with a live teammate instantly — no phone calls or emails needed. Everything happens through the chat widget built directly into the platform. 🛠️ How to Connect with a Live Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. Our team is available to help with any question — whether it is a technical issue, a billing concern, or general guidance on using Search Atlas features. 💡 Tips for Faster Support - Describe your issue upfront. Once connected, share as much detail as possible — for example, what you were trying to do, what happened, and any error messages you saw. This helps the team resolve your issue faster. - Include your project or account details. Mentioning the specific feature, project name, or URL you were working with speeds up the troubleshooting process. - Be specific about your goal. Let the team know what outcome you are looking for so they can point you to the right solution quickly. ❓ Frequently Asked Questions Is there a phone number or email I can use? No. The live chat widget inside the platform is the only support channel. This allows our team to respond faster and keep a record of your conversation for follow-up. What are the support hours? Our team works to respond as quickly as possible. Once you type human teammate in the chat, a team member will be with you as soon as one is available. What if the chat widget is not visible? Try refreshing the page or clearing your browser cache. If the widget still does not appear, try opening the platform in a different browser or disabling any browser extensions that may block chat widgets. 📞 Need Further Assistance? 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.

💬 How to Reach a Human Support Agent

🎯 Overview If you need personalised help from a real person — whether you have a technical issue, a billing question, or simply want to talk through your account — Search Atlas offers live human support directly inside the platform. This article explains exactly how to reach a human agent in seconds. 💬 How to Connect with a Human Agent Follow these steps to be connected with a member of our support team: 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and press Enter. 5. You will be connected with a real member of our team. You do not need to describe your issue before requesting a human — simply type human teammate and a team member will greet you and ask how they can help. 🤔 When Should You Request a Human Agent? You are always welcome to request human support. It is especially useful when: - You have a complex technical issue that needs hands-on investigation. - You have questions about your subscription, billing, or credits. - You want to discuss account changes such as plan upgrades or downgrades. - The AI assistant's response did not fully resolve your question. - You prefer to explain your situation directly to a person. ⏱️ What to Expect After Connecting Once you type human teammate, a support agent will join the chat as quickly as possible. To help them assist you efficiently, consider having the following ready: - A brief description of your question or issue. - Your account email address or the workspace name you are working in. - Any screenshots or URLs relevant to your question (you can share these directly in the chat). - The name of the Search Atlas feature you are using, if applicable (for example, OTTO SEO, found via Left sidebar → OTTO SEO → All Sites (SEO Automation)). 💡 Tips for a Faster Resolution The more context you share upfront, the faster our team can help. Even a single sentence describing what you were trying to do and what happened is very helpful. You do not need to use technical language — just describe the situation in your own words. 🆘 Still Need Help? 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. Additional Notes Common issues list: Billing/subscriptions, Crawl/indexing issues, Content generation problems, Third-party integrations. Also: mention specific tools (OTTO SEO, Content Assistant, Cloud Stack) and error messages as prep info.

💬 How to Get Help From a Human Agent

🧭 Overview Sometimes you need to speak directly with a person — whether you have an account question, a billing concern, or something you're not sure how to describe. This article explains how to reach a live Search Atlas teammate quickly, and covers the most common account and billing topics so you can get answers even faster. 💬 How to Reach a Live Teammate The fastest way to get human support is through the live chat widget built into the platform. You do not need to explain your issue in detail before requesting a person — just follow these steps: 1. Log in to your Search Atlas account. 2. Look for the chat icon in the bottom-right corner of any page. 3. Click the icon to open the chat widget. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. Once connected, you can describe your issue in your own words — our team will take it from there. 📋 Common Account and Billing Topics We Can Help With Not sure what category your issue falls into? That is completely fine. Here are some of the most common reasons customers reach out, so you can get a sense of what our team handles every day: - Plan upgrades or downgrades — changing your subscription tier or billing cycle (monthly vs. annual). - Seat and quota questions — adding team members, understanding how credits are counted, or resolving quota errors. - Billing discrepancies — charges that look incorrect, unexpected invoices, or questions about what you were billed for. - Quota top-up requests — purchasing additional usage credits outside your standard plan allowance. - Subscription mismatches — if your account features do not match the plan you signed up for, our team can investigate and correct this. - Access or permission issues — problems logging in, managing team roles, or accessing features you expect to have. You do not need to identify the exact issue before starting a chat. Our team is trained to help you diagnose and resolve problems of any kind. 👥 Managing Your Team and Account Settings If your question is about team access or user management, you can review your current setup before reaching out: 1. Click your avatar in the top-right corner of the platform. 2. Select Team Members from the dropdown menu, or navigate directly to /settings. 3. From here you can view current seats, roles, and pending invitations. If something on this page looks incorrect — for example, a seat count that does not match your plan — take note of what you see and mention it when you chat with our team. ⚡ Tips for a Faster Resolution While you do not need to prepare anything before opening a chat, sharing a few details upfront helps our team resolve your issue more quickly: - The email address associated with your account. - A brief description of what you were trying to do when the issue occurred. - Any error messages you saw on screen (a screenshot is helpful if you have one). - Whether the issue affects one user or your entire team. 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.

💬 How to Chat With a Human Support Agent

💬 Overview If you need personalised help from a real person, Search Atlas makes it easy to connect with a human support teammate. Everything happens directly inside the platform through the live chat widget. 🛠️ How to Reach a Human Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of any page inside the platform. 3. Click the widget to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. 💡 Tips for Faster Support To help our team resolve your issue as quickly as possible, include the following details when you start the chat: - What you were trying to do — describe the task or feature you were working with. - What happened — explain the unexpected behaviour or error you encountered. - Steps to reproduce — list what you clicked or entered before the issue occurred. - Screenshots or screen recordings — visuals help us diagnose problems faster. ⏰ Support Availability Our human teammates are available during business hours. If you reach out outside of those hours, an agent will follow up with you as soon as possible. You may also receive helpful automated responses in the meantime that could resolve your question right away. ❓ Frequently Asked Questions Do I need to describe my issue before requesting a human agent? You are not required to, but sharing a brief description upfront helps our team prepare and reduces back-and-forth. Even one sentence about your situation makes a difference. What if the chat widget does not appear? Try refreshing the page or clearing your browser cache. If the widget still does not appear, try a different browser or disable any ad-blocking extensions that may be hiding it. 📞 Still Need Help? 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.

⚡ How to Reach a Human Agent in Chat

🤔 Why You Might See an Automated Response First When you open the live chat widget inside Search Atlas, our AI assistant is the first to respond. It is designed to answer common questions quickly and help you find solutions without waiting. However, we completely understand that sometimes you simply want to speak with a real person — no technical problem required. 💬 How to Connect With a Human Teammate You do not need to explain a technical issue to request a human agent. To be connected with a real member of our support team, open the chat widget inside the Search Atlas platform and type human teammate to be connected with a member of our team. You do not need to describe your issue first or wait through a long automated flow before asking for a person. ⚙️ How Chat Routing Works Search Atlas uses a chat system designed to serve customers as efficiently as possible. An AI assistant handles frequently asked questions and guides you through common workflows, providing instant answers around the clock. When the AI assistant does not fully resolve your question, or when you simply prefer to speak with a person, a real support specialist is available to help with complex issues, account-specific questions, billing enquiries, or any other matter you need assistance with. If you experience duplicate messages or unexpected routing behaviour in the chat — such as receiving the same automated response more than once or being looped back to the AI after requesting a human — this is a known routing and escalation handling issue that our support team can resolve directly. 🚀 Tips for a Faster Support Experience While you are never required to share details before requesting a human, having a few pieces of information ready can help our team resolve your query more quickly: - Your account email address or workspace name. - A brief description of what you need help with, even one sentence. - Any relevant page or feature you were using when the issue occurred. - If you experienced duplicate routing or escalation issues, note the approximate time it occurred and any repeated messages you received. 🛠️ Common Reasons Customers Request a Human Agent You are not alone if you prefer speaking with a person. Our team regularly assists customers with situations such as: - General questions about Search Atlas features or pricing. - Account setup, onboarding, or data import guidance. - Billing or subscription enquiries. - Feedback or feature requests they want to discuss directly. - Cases where the AI assistant did not fully answer their question. - Duplicate chat routing or escalation handling issues. All of these are valid reasons to request a human teammate, and our team is happy to help. 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.

💬 Get the Most From Live Agent Support

🧭 Overview When you request to speak with a live agent inside the Search Atlas platform, our support team is ready to help. However, to resolve your issue as quickly as possible, it helps to come prepared with a clear description of what you need. This article explains how to make the most of every support conversation — and what to do if you're not sure where to start. 🤔 Why Describing Your Issue Matters Our live support team can assist you much faster when they understand the context of your request upfront. If you type human teammate in the chat widget without describing a problem, the agent will need to spend time asking follow-up questions before they can begin helping you. Sharing key details from the start cuts that back-and-forth significantly. ✅ What to Include Before Requesting an Agent Before or right after you type human teammate, try to include the following information in your message: - What you were trying to do — for example, "I was trying to run a site audit" or "I was setting up OTTO SEO for a project." - What happened instead — describe the unexpected behaviour, error message, or missing result you encountered. - Where in the platform it occurred — mention the tool, section, or page name (e.g., Content Planner, Rank Tracker, AI Agent). - Any steps you already tried — let us know if you refreshed the page, retried the action, or checked any settings. - How urgent it is — if a deadline or client delivery is affected, say so. 📋 Example of a Helpful Handoff Message Instead of: "Talk to an agent" Try something like: "I'd like to speak with a human teammate. I was running an AI Agent task for keyword clustering and the task appeared to complete, but no results were saved. I've tried refreshing and restarting the task twice. This is for a client report due tomorrow." This gives the agent everything they need to start investigating right away. 🛠️ Not Sure What the Problem Is? That's Okay Too Sometimes you may notice that something feels off but you can't pinpoint exactly what went wrong. In that case, describe what you expected to happen versus what you observed. Even a vague description — like "the page looked different from usual" or "a feature I normally use isn't showing up" — gives the agent a useful starting point. You do not need to diagnose the issue yourself. Our team will work through it with you. Just share as much context as you can. ⚡ Common Reasons Customers Contact Support Here are some of the most frequent scenarios where speaking to a live agent is the right move: - A tool or feature is not loading or is behaving unexpectedly. - An AI Agent task did not complete or returned an error. - You're unsure which Search Atlas feature is best for a specific goal. - A project or report is missing data you expected to see. - You need guidance on a billing or account question. 💬 How to Reach a Live Agent 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.

Intercom Plugin Version Information

📌 Current plugin version Search Atlas does not publish a specific Intercom plugin version number in this article. To find the current version of the Intercom plugin used with Search Atlas, contact our support team directly — a teammate can confirm the exact version number tied to your account or integration setup. 🔍 What to have ready when you reach out To help our team answer your version question as quickly as possible, please have the following information on hand before contacting support: - Your Search Atlas account name or registered email address. - The platform or environment where the Intercom plugin is installed (for example, WordPress, Shopify, or a custom integration). - Any version number currently shown in your plugin or integration settings, if visible. - Any error messages or unexpected behavior you are experiencing that may be related to the plugin version. 💬 Need help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

📧 Resend the Welcome Email Manually

📬 Can the Welcome Email be resent? Yes. If a customer did not receive the Welcome Email, a team member can review the account and manually trigger a resend. There is no self-service resend option available in the platform. 🔎 Check these details first - Confirm the customer’s email address is entered correctly. - Ask the customer to check their spam, junk, promotions, and quarantine folders. - Ask them to search for messages from Search Atlas. - Confirm that their mailbox is not full or blocking automated messages. 💬 Request a manual resend 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to connect with a member of our team. 3. Share the customer’s account details and confirm the email address that should receive the message. 4. Ask the team to review delivery status and manually resend the Welcome Email. ✅ After the resend Have the customer check their inbox and spam or junk folders again. If the message still does not arrive, the team can review the delivery status and help identify whether the address or mailbox provider is blocking it. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

💬 Request Help From a Human

💬 Connect With the Support Team If you have a question or need help with anything in Search Atlas, you can reach a human teammate directly through the chat widget built into the platform. The fastest way to get a useful response is to arrive with a clear description of what you need. 📝 Prepare Before You Start the Chat Before opening a conversation, think through the following so the team can help you as efficiently as possible: - What are you trying to accomplish? (e.g. set up a project, understand a report, troubleshoot a feature) - Which project, website, or tool inside Search Atlas is involved? - Have you seen any error messages? If so, note the exact wording. - What steps did you take before the issue appeared? - Do you have a screenshot that shows the problem? ⏳ Tips for a Faster Resolution Send your description in your opening message rather than waiting to be asked. The more context you share upfront — the feature, the goal, and any errors — the sooner the team can point you to the right solution or take action on your behalf. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.