Support: General

⚡ Local Taxi SEO Audit and Ranking Optimization

What This Article Covers If you run a taxi or transportation business and are experiencing issues with your website's local search rankings — such as unexpected ranking drops, audit errors, or optimization features not working as expected in Search Atlas — this article explains what typically requires backend investigation and how to escalate effectively. When This Requires Backend Assistance Some SEO audit and ranking issues for local taxi keywords cannot be resolved through self-serve steps alone. Issues related to website SEO audits and ranking optimization for local taxi keywords may require a backend action by the Search Atlas team to investigate and resolve. In these cases, the Search Atlas team will investigate on the backend and apply the necessary fix. You do not need to re-run audits repeatedly or attempt workarounds — escalating with the right information is the most efficient path to resolution. What to Have Ready Before You Escalate To help the team investigate and resolve your issue as quickly as possible, please have the following information ready when you reach out: - Your website URL — the exact domain you are running audits or tracking rankings for. - The specific keywords you are targeting (e.g., "taxi service [city]," "airport taxi [city]") and the target location (city, region, or ZIP code). - A description of the issue — a clear explanation of what is not working as expected with your SEO audit or local keyword rankings. - Any error messages — copy the exact text of any error shown on screen. - Timestamps — when you first noticed the issue and whether it is ongoing or intermittent. What to Expect After Escalating Once you contact the support team with the above details, a team member will review your account and the relevant backend systems. You will be updated on the cause of the issue and informed when the fix has been applied. Resolution timelines vary depending on the complexity of the backend investigation. 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 Use Third-Party Content Sources with Search Atlas

Search Atlas does not currently offer a native, one-click integration with third-party content curation tools like UpContent. This article explains how you can still bring external content into your Search Atlas workflow without waiting for a direct integration. 🔍 Common Causes Customers searching for an UpContent integration (or similar tools such as Curata, Feedly, or RSS-based sources) encounter this gap because Search Atlas manages content creation and optimization internally through Content Genius rather than pulling from external curation platforms via an API connection. 🛠️ Recommended Workaround Because there is no direct integration, the confirmed approach is to manually bring your external content into Search Atlas: 1. Export your content from the third-party tool. In UpContent (or your preferred curation platform), locate the article or content piece you want to use and copy the full text, or export it as a plain-text or HTML file. 2. Open Content Genius. Navigate to the Content Genius section within your Search Atlas platform. 3. Start a content session for existing content. Look for an option that allows you to work with or import content you already have, rather than generating new content from scratch. The exact label may vary depending on your account or platform version. 4. Paste your external content. Copy the text from your third-party source and paste it into the content editor field. 5. Set your target keyword and settings. Enter the primary keyword you want the content optimized for, configure any additional settings as available, then run the optimization to let Content Genius analyze and enhance the imported text. 6. Review and edit the output. Once processing completes, review the suggestions and recommendations. Accept, modify, or reject changes as needed before publishing. ✅ What to Expect When this approach works successfully, your pasted content should appear in the Content Genius editor and be processed against the target keyword you entered. If you encounter an option or step that does not match what is shown in your account, the interface may differ — contact support for guidance specific to your account setup. 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.

📋 Using the Phase 2 SOP Template in SA-Product-Specialists

🗺️ Overview The Phase 2 Standard Operating Procedure (SOP) template is a structured guide that Product Specialists use to document and communicate key workflow steps within the sa-product-specialists channel. Posting the template correctly ensures consistent handoffs, reduces errors, and keeps the team aligned. 📌 What Is the Phase 2 SOP Template? The Phase 2 SOP template is a pre-formatted document designed to capture all critical information needed when escalating or handing off a task to the product-specialists team. It standardises how information is shared so every team member has the context they need to act quickly and accurately. The template typically includes: - Task title and description — a clear summary of what needs to be done - Current status — where the task stands at the point of handoff - Steps completed — actions already taken before escalation - Next required action — what the receiving specialist needs to do first - Priority level — urgency classification so tasks are handled in the right order - Relevant links or attachments — supporting documents, screenshots, or platform references - Assigned owner — the person responsible for completing the next step 🚀 How to Access the Phase 2 Template 1. Log in to your team's project management workspace. 2. Navigate to the sa-product-specialists channel or the designated SOP documentation space. 3. Locate the Phase 2 SOP template in the shared templates library. Your team lead or manager can share the direct link if you do not yet have access. 4. Open the template and make a copy before editing — never edit the master template directly. ✏️ How to Fill Out and Post the Template 1. Copy the template — create a new instance for each task or escalation. Do not reuse a previously filled copy. 2. Complete every field — leave no section blank. If a field does not apply, write N/A so reviewers know it was considered. 3. Be concise and specific — use plain language. Avoid internal shorthand that others may not recognise. 4. Attach supporting evidence — include screenshots, platform URLs, or relevant account IDs where applicable. 5. Set the correct priority — confirm the urgency level with the requesting manager before posting if you are unsure. 6. Post in the sa-product-specialists channel — paste the completed template directly into the channel. Do not share it as a private message unless instructed otherwise. 7. Tag the relevant team member — mention the assigned owner so they receive an immediate notification. 8. Confirm receipt — wait for an acknowledgement from the assigned specialist before closing out your involvement in the task. ✅ Best Practices - Always use the most recent version of the Phase 2 template. Check with your team lead if you are unsure whether your copy is up to date. - Post the template at the time of escalation — do not wait until the end of the day. - Keep the channel organised by using thread replies for follow-up comments rather than posting new top-level messages. - If a task is resolved before the assigned specialist acts on it, update the posted template with a RESOLVED note and a brief summary of the outcome. - Do not share internal SOP links externally with customers. The SOP is an internal coordination tool only. ⚠️ Common Mistakes to Avoid - Editing the master template — always work from a copy. - Skipping the priority field — every post must have a clearly defined urgency level. - Posting incomplete templates — a partial template creates confusion and slows resolution. - Using the wrong channel — confirm you are posting in sa-product-specialists and not a general or unrelated channel. 💬 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.

🔒 Using Search Atlas With Agency-Managed Websites

🧭 Overview If your website is managed by a third-party marketing agency, you may be concerned about Search Atlas tools automatically making permanent changes without your approval. This article clarifies exactly which tools are diagnostic and read-only, which tools can execute changes, and how to safely review everything before your agency touches a single line of code. 📋 Understanding Tool Modes in Search Atlas Search Atlas tools fall into two categories: diagnostic (read-only) tools that only collect and display data, and execution tools that can apply changes to your site. Neither category makes changes automatically — execution tools always require a deliberate action from you first. - Diagnostic tools analyse your site and surface recommendations. They never modify your website. - Execution tools (such as OTTO SEO) can apply optimisations, but only after you review and explicitly approve them. No Search Atlas tool will silently push permanent changes to a live website. Every action that affects your site requires a manual trigger from an authenticated user inside the platform. 🔍 Diagnostic and Read-Only Tools The following tools are entirely read-only and safe to use on any website, including those managed by a third party. They surface data and recommendations but never write to your site. - Site Metrics — Access via Left sidebar → Site Explorer. Analyses your domain's SEO performance, backlinks, and traffic estimates. No changes are made to your site. - Keyword Magic — Access via Left sidebar → Keywords → Keyword Magic. Discovers keyword opportunities. Read-only. - Rank Tracker — Access via Left sidebar → Keywords → Rank Tracker. Monitors keyword ranking positions over time. Read-only. - Keyword Gap — Access via Left sidebar → Keywords → Keyword Gap. Compares your keyword coverage against competitors. Read-only. - Local tools — Access via Left sidebar → Local → GBP Projects. Sections including Overview, Media Library, My Tasks, Posts, Reviews, and Local Citations provide data and task management for your Google Business Profile. Changes to your GBP listing only occur when you explicitly publish or submit content within these sections. ⚙️ OTTO SEO: How Execution Works OTTO SEO is Search Atlas's AI-powered SEO automation tool. It is important to understand how OTTO applies changes before connecting it to any website managed by a third party. - OTTO generates a list of recommended SEO fixes based on a site audit. These appear as pending recommendations in your OTTO dashboard. - Recommendations are not applied automatically. You must review each one and choose to deploy it. - When you do deploy a recommendation, OTTO applies it through your connected CMS (for example, WordPress via a plugin). OTTO does not inject persistent JavaScript onto your site by itself — changes go through your CMS integration and are stored in your CMS database, just like a manual edit would be. - You can revert individual changes from the OTTO dashboard if you need to undo something after deployment. Important: Search Atlas does not use a JavaScript snippet to silently override your live site's content. Any claim that changes are applied via a temporary front-end JavaScript layer should be disregarded — changes made through OTTO are real CMS edits and should be treated as such. ✅ Recommended Workflow for Agency-Managed Sites Follow these steps to safely use Search Atlas alongside a third-party marketing agency. 1. Start with diagnostic tools only. Run a full site audit and review keyword and rank data using Site Metrics, Keyword Magic, Rank Tracker, and Keyword Gap. None of these require CMS access or affect your live site. 2. Review OTTO recommendations before connecting your CMS. You can connect your site to OTTO and let it generate recommendations without deploying anything. Review the full list of suggested fixes in the OTTO dashboard. 3. Export or share recommendations with your agency. Share the recommended fixes with your marketing agency for their review before any deployment. This keeps your agency informed and in control of their own workflow. 4. Agree on a deployment plan. Decide with your agency which recommendations they will implement manually and which, if any, you will deploy through OTTO. Avoid duplicate work. 5. Deploy in stages. If you choose to deploy through OTTO, apply changes in small batches so your agency can verify each update on the live site before the next batch is applied. 6. Use the revert option if needed. If any deployed change conflicts with your agency's work, revert it from the OTTO dashboard and notify your agency so they can implement the fix their preferred way. 💬 Key Points to Share With Your Agency - Search Atlas tools do not automatically modify a live website. - All execution actions require a logged-in user to manually approve and trigger them. - OTTO changes are applied through the CMS, not through an invisible front-end layer, so they are fully visible in your CMS edit history. - Your agency retains full control of the CMS and can review, edit, or revert any change OTTO has made directly in WordPress or whichever CMS you use. 🆘 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.

📊 Troubleshooting Stalled Metric Growth in Search Atlas

🔍 Overview If your domain's authority score, UX signals, or content score appear frozen or not improving in Search Atlas, you are not alone. Metric growth can stall for several reasons — some related to your site's activity, others related to how and when Search Atlas collects and processes data. This article walks you through the most common causes and what you can do about each one. ⚙️ How Search Atlas Updates Site Metrics Search Atlas recrawls and recalculates domain-level metrics on a regular schedule. Because this process involves large volumes of data across many domains, updates are not instant. Here is what to keep in mind: - Processing lag is normal. After you publish new content, earn backlinks, or improve page experience, it can take two to six weeks before those changes are fully reflected in your scores. - Scores are relative. Authority, UX, and content scores are benchmarked against competing domains. Even if your site improves in absolute terms, your score may stay flat if competing sites improve at the same pace. - Data pipelines occasionally experience delays. Our engineering team monitors for processing issues and resolves them proactively. If metrics appear completely frozen for more than three weeks with no movement whatsoever, this may indicate a data pipeline issue that requires investigation. 📋 Step-by-Step: Check Your Site Metrics 1. In the left sidebar, click Site Metrics to open the Site Explorer list at /site-explorer/list. 2. Locate your domain (for example, www.quicksortindia.com) and open its detail view. 3. Note the last updated timestamp shown on the metrics panel. If this date is more than three weeks old, the data may be awaiting a refresh cycle. 4. Check the trend graph for each metric — authority, UX signals, and content score. A flat line over a short period (under four weeks) is usually normal. A completely unchanged score over six or more weeks warrants further review. 5. Use Left sidebar → Keywords → Rank Tracker (Keyword Rank Tracker) to confirm whether your keyword rankings are also static. If rankings are moving but scores are not, the scoring pipeline may still be processing recent changes. 💡 Common Reasons Metrics Stall — and What to Do - Not enough new content or backlinks. Authority scores respond to consistent link acquisition and topical depth. If your link profile and content output have not changed, your score will not change either. Use Left sidebar → Site Metrics → Keyword Gap to find content opportunities you may be missing. - Content score is low due to thin or off-topic pages. The content score reflects topical coverage and relevance across your domain. Adding well-structured, in-depth content on your core topics is the most reliable way to improve it over time. - UX signals need technical improvements. UX signal scores factor in page speed, mobile usability, Core Web Vitals, and similar signals. Run a technical audit on your site and address any flagged issues to give this score room to grow. - Domain was recently added. Newly added domains have limited historical data. Scores for new domains often remain low for the first one to three months as Search Atlas accumulates enough data to calculate reliable metrics. - Competing domains are improving faster. Because scores are relative, rapid competitor improvements can offset your own gains. Use Left sidebar → Site Metrics → Keyword Gap to identify where competitors are outpacing you and prioritise those gaps. 🛠️ What to Do If Metrics Have Not Updated in Over Three Weeks If your last-updated timestamp shows the data is more than three weeks old and you have confirmed this is not simply a display lag, follow these steps: 1. Hard-refresh your browser (Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac) to rule out a cached view. 2. Log out of Search Atlas, clear your browser cache, and log back in. 3. Check whether the issue affects only one domain or all domains in your account. A single stalled domain is different from a platform-wide delay. 4. If the data is still not updating after the steps above, contact support immediately so our team can investigate the data pipeline for your specific domain. 📈 Best Practices to Support Consistent Metric Growth - Publish new, topically relevant content on a regular schedule — at minimum two to four pieces per month. - Build backlinks consistently through outreach, digital PR, or partnerships rather than in sporadic bursts. - Address Core Web Vitals and mobile usability issues promptly, as these directly influence UX signal scores. - Monitor your Rank Tracker weekly so you can correlate ranking improvements with eventual score changes. - Use the Keyword Magic tool (Left sidebar → Keywords → Keyword Magic) to discover high-opportunity keywords that can accelerate topical authority growth. 🆘 Still Need Help? If you have followed the steps above and your metrics are still not updating, or if you believe there may be a data issue specific to your domain, we are here 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.

🔧 Troubleshooting Invalid Order on Upsell Packs

If you're seeing an "invalid order" error when trying to add an upsell pack (such as the Search Secrets pack for $97), the issue is almost always a mismatch between your current subscription state and the pack requirements. This guide walks you through the exact details our support team needs to resolve it quickly. 🔍 Common Causes - Subscription tier incompatibility: The pack may require a specific plan level. - Existing active pack: You may already have the pack or a conflicting add-on on your account. - Payment method issue: Your card on file may be expired or declined. - Proration conflict: A mid-cycle billing change is failing to calculate correctly. 🛠️ Step-by-Step 1. Capture the exact error message: Take a screenshot or copy the full text of the error, including any order or reference number displayed. The exact wording helps our team identify the root cause. 2. Check your current subscription: Review your current plan details from the top-right avatar → Billing (Plans & Top-ups tab) to confirm which tier you're on. 3. Verify your payment method: Within your billing area, confirm your card is valid, not expired, and has sufficient funds for the $97 charge. 4. Clear cache and retry: Hard-refresh the page (Ctrl+F5 or Cmd+Shift+R), then attempt the purchase one more time to rule out a session or caching issue. 5. Escalate with full details: If the error persists, contact support (below) and include: the exact error message text, your current plan name, the name of the pack you're trying to add, and a timestamp of the attempt. ✅ How to Confirm It Worked Once the order processes successfully, you should see a confirmation screen with an order number and a successful payment receipt emailed to your account address. Additionally, when you return to Billing (via the top-right avatar), the upsell pack (e.g., Search Secrets) should appear as an active add-on under your subscription or billing details. If neither of these happens, the order did not go through. 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.

🔍 Identifying Search Atlas Dynamic Optimization Code Snippet

🧩 Overview If you notice an unfamiliar script on your website and want to know whether it belongs to Search Atlas, this article explains exactly what to look for. The Search Atlas dynamic optimization snippet has specific, identifiable markers that make it easy to confirm at a glance — no login or account details required. 🔎 Key Identifiers of the Search Atlas Snippet The Search Atlas dynamic optimization script contains three reliable signatures. If all three are present, the code belongs to Search Atlas. - Element ID: The script tag includes the attribute id='sa-dynamic-optimization'. This unique ID is only assigned by Search Atlas and will not appear in third-party scripts. - Domain reference: The snippet loads resources from or communicates with the domain dashboard.atlascoremarketing.com. Look for this domain in the src attribute or within the script body. - Base64-encoded loader pattern: The snippet uses a base64-encoded string to load its core script. You will see a long string of characters using only letters, numbers, +, /, and = padding — this is the encoded loader. It is typically assigned to a variable or passed directly into a script initialisation call. 📋 How to Locate the Snippet on Your Website 1. Open your website in a browser and right-click anywhere on the page, then select View Page Source or Inspect. 2. Press Ctrl + F (Windows) or Cmd + F (Mac) to open the search bar within the source view. 3. Search for sa-dynamic-optimization. If the snippet is present, this term will highlight immediately. 4. Confirm the surrounding code also references dashboard.atlascoremarketing.com and contains a base64-encoded string as described above. 5. If all three identifiers are present, the script belongs to Search Atlas dynamic optimization. ✅ Quick Reference: What the Snippet Looks Like Below is a summary of the three markers to check side by side: - **id attribute:**id='sa-dynamic-optimization' - **Domain:**dashboard.atlascoremarketing.com - Loader format: A base64-encoded string (long alphanumeric sequence ending in one or two = characters) You only need to find one of these to begin your investigation, but all three will be present in a legitimate Search Atlas snippet. If any identifier is missing or the domain is different, the script may belong to another service. ⚠️ What If the Script Does Not Match These Identifiers? If the script on your site does not include id='sa-dynamic-optimization', does not reference dashboard.atlascoremarketing.com, and does not contain a base64-encoded loader, it is not a Search Atlas dynamic optimization snippet. In that case, check with your developer or review your tag manager to identify the service that injected it. 🗑️ Removing or Managing the Snippet If you have confirmed the snippet belongs to Search Atlas and wish to manage or remove it, the setting is controlled from within your Search Atlas dashboard. Changes to dynamic optimization are applied at the account level and will reflect on your site after the next page load. If you are unsure which setting controls the snippet, your developer or the Search Atlas support team can point you to the right location. 💬 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.

🛠️ Handling Unspecified Technical Issues Effectively

🎯 Why Describing Your Issue Matters When you reach out for support, the more clearly you describe your problem, the faster our team can identify the root cause and provide a solution. Vague or incomplete descriptions — even when escalated to a human teammate — can lead to delays, repeated back-and-forth, and conversations that end without resolution. This article walks you through how to identify and communicate your technical issue effectively before or during a support conversation. 🧩 Common Reasons a Problem Goes Unresolved - The issue was not described beyond a general feeling that something is wrong. - Only a term or concept was asked about (for example, asking what a CMS is) without connecting it to the actual problem being experienced. - The conversation moved to agent escalation before the core issue was identified. - No specific feature, page, or action was mentioned. If any of these sound familiar, the steps below will help you reframe your request so it leads to a real resolution. 🔍 How to Identify Your Underlying Issue Before contacting support or requesting a human teammate, take a moment to answer these questions: 1. What were you trying to do? For example: publishing content, connecting a CMS, running an automation, or reviewing a report. 2. What happened instead? Describe the unexpected result — an error message, missing data, a button that did not respond, or a feature that behaved differently than expected. 3. Where in the platform did it happen? Note the specific section. For example, OTTO SEO is accessed from the left sidebar under OTTO SEO → All Sites (SEO Automation) at the URL /seo-automation-v3. 4. When did it start? Was this the first time you tried this action, or did it work before? 5. What have you already tried? Refreshing the page, reconnecting an integration, retrying a step — include anything you attempted. 💬 What to Say When You Request an Agent When you open the chat widget and type human teammate, it helps our team enormously if you lead with a brief summary of your issue. Use this simple format: - I was trying to: [describe the action] - What happened: [describe the unexpected result or error] - Where: [name the feature or section, e.g. OTTO SEO, Site Auditor, Link Builder] - What I already tried: [any steps you already took] Example: "I was trying to publish an AI-generated article from the OTTO SEO section, but the publish button is greyed out and nothing happens when I click it. I refreshed the page and retried, but the issue persists." This level of detail allows our teammate to jump straight into troubleshooting rather than spending time gathering basic information. 📖 A Note on Definitions vs. Technical Problems Our support team is here to solve problems inside the Search Atlas platform. If you ask about a general concept — such as what a CMS (Content Management System) is — that is a helpful starting point, but it is not the same as reporting a technical issue. A CMS is any platform used to create, manage, and publish digital content, such as WordPress, Webflow, or Shopify. Search Atlas integrates with CMS platforms to streamline content publishing directly from the platform. If you were asking about a CMS because you are having trouble connecting one to Search Atlas, or because a CMS-related step in a workflow is not working, that is the technical issue worth describing. Sharing that context ensures the conversation moves toward a real fix. ✅ Quick Checklist Before Escalating - I can name the feature or section where the issue occurred. - I can describe what I was trying to do and what happened instead. - I have noted any error messages or unexpected behavior I observed. - I have tried at least one basic troubleshooting step (e.g. refresh, retry, re-login). - I am ready to share my account details if asked. Running through this checklist before or during a chat conversation significantly increases the chance of resolving your issue in a single interaction. 🙋 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.

🛠️ Search Atlas Troubleshooting Hub

Search Atlas is a powerful platform built on interconnected systems: SEO data, AI workflows, automation engines, integrations, and real-time insights. When everything is working together, results compound quickly. But when something breaks—or simply doesn’t behave as expected—it can interrupt your workflow, delay outcomes, and create confusion. This troubleshooting hub is designed to eliminate that friction.

🧠 Search Atlas Troubleshooting Guide (Diagnosis Layer)

This guide helps you identify and understand issues across Search Atlas services. ⚠️ Scope: This article covers diagnosis only — it does not contain resolution steps. Once you have identified the issue category, proceed to the relevant fix guide or escalation path. It answers: - What is happening? - Where is it happening? - Why is it happening? Before fixing anything, this is your diagnosis layer. 🧭 How to Use This Article Use this when: - A user reports an issue - A feature is not behaving as expected - You need to classify the problem before escalating 🛠️ Support Tool Health: The Intercom FIN / Search Atlas Connector instability issue (QP-5196) has been resolved. If FIN responses seem incorrect or incomplete, re-verify connector health before relying on its answers to diagnose customer issues. 🔍 SYSTEM DIAGNOSIS MAP 🧠 Root Categories ⚙️ Infrastructure Failures - Database unavailable - Redis down - Service unreachable - Memory crashes 👉 Symptoms: - 503 errors - Timeouts - Data not loading 👉 Next step: For resolution steps, see the Infrastructure Fix Guide or escalate via the Infrastructure / Platform engineering channel. 🔄 Async / Queue Failures - Celery tasks missing - Jobs stuck or never completed - Crawls not finishing 👉 Symptoms: - Spinners forever - “In progress” stuck - No visible error 📌 Known instance: The Atlas Brain indefinite spinner during analysis (LPS-442) is a confirmed example of this pattern — if you see it, check this category first. Note: this is distinct from the Atlas Brain 'no connection' freeze pattern, where the UI may report a false 'Success' state while the underlying deployment fails (see Atlas Brain / Website Studio section below). Both fall under async/queue failures but have different diagnostic indicators and escalation paths. 📌 Site Audit / OTTO sync note: Site Audit and OTTO now use the QP notify-data-change API (OTTO-2082). If data sync issues appear in these modules, verify notify-data-change pipeline health in addition to standard Celery/queue checks. 💳 Credit consumption note: Repeated automatic retries caused by connection errors can consume user credits. If a customer reports unexpected credit depletion, check for correlated Atlas Brain connection errors and retry loops in the same timeframe; if confirmed, escalate to the credits refund team with evidence of retry loops for manual credit restoration. Do not advise customers to re-run the tool until the underlying connection error is resolved. 👉 Next step: For resolution steps, see the Async / Queue Fix Guide or escalate via the relevant service's engineering channel (Linkgraph, Atlas Brain, or Data Pipelines). 🔗 External Dependency Failures - Gemini / OpenAI limits - SEMRush unavailable (now fetched asynchronously via Celery tasks per SE-536 — failures may surface as stuck jobs rather than immediate errors; check the Async/Queue Failures category in parallel) - DataForSEO throttling 👉 Symptoms: - Missing data - AI not generating - Partial outputs 👉 Next step: For resolution steps, see the External Dependency Fix Guide or escalate via the Data Pipelines engineering channel. 🖥️ Frontend / UI Failures - React errors - Graphs not rendering - reCAPTCHA issues - Billing Modal Freeze — The Add Payment Method modal may enter an indefinite loading state after clicking Add Card, with no error shown and no card added. This is a known frontend issue (QPB-697). Do not advise the customer to retry repeatedly; escalate to the billing team. - Press Release / Signal Genesys Publish Blocked by Image Validation — If a customer cannot publish and sees inline image errors in Step 3, the cause is an unsupported image format (WEBP, AVIF, HEIC, BMP, TIFF, ICO) or a corrupt/mislabelled file. This is expected validation behavior as of AB-970, not a system failure. 👉 Symptoms: - White screens - Broken UI elements - Actions not working 👉 Next step: For resolution steps, see the Frontend Fix Guide or escalate via the Frontend engineering channel. 🔀 Inter-Module Pipeline / Bridge Failures - API bridges between modules (e.g., Content Genius → Link Lab) can enter a blocked state - Actions complete on one side but do not propagate to the target module - Reference escalation: 215474220017778 👉 Symptoms: - Source module reports success - Target module never receives the handoff - No visible error in either module 👉 Next step: Escalate to engineering with pipeline telemetry data for the affected modules. 🧩 SERVICE-LEVEL DIAGNOSIS 🔧 Linkgraph (Core API) 🔴 Most Critical Patterns - Metrics not updating → queue issue - 503 errors → DB connection exhaustion - Jobs stuck → Celery worker version mismatch or task queue not processing (workers running an outdated task signature, or queue is backed up / not consuming — observable as tasks staying in PENDING/RECEIVED without progressing) - Crawls stuck → timeout on large sites 👉 Insight: Linkgraph issues are usually backend or queue-related 🤖 Content Assistant 🔴 Most Critical Patterns - AI not generating (hard failure) → Gemini quota (429) - AI reports success but output not applied (silent failure) → backend sync issue; UI may show 'Success' while generated content is not persisted or activated - Content incomplete → keyword service failing - JSON errors → malformed LLM output 👉 Insight: Most failures come from external AI dependencies, but watch for silent successes where the UI confirms an action that did not actually take effect on the backend. 🧠 Atlas Brain / Website Studio 🔴 Most Critical Patterns - Infinite spinner during analysis (LPS-442) → queue/async failure; see Async/Queue Failures category. Diagnostic indicator: UI shows a persistent spinner with no status update. Distinct from the 'no connection' freeze pattern below. - 'No connection' freeze with false success states → backend connection drop causing NLP terms and schema deployment to fail silently while the UI displays 'Success' (escalation 215474307923656). Diagnostic indicator: UI confirms an action that did not propagate to the backend. Different diagnostic path and escalation than LPS-442. - CMS Connector State Mismatch — Atlas Brain may display a disconnected status even when the connector is active on the backend (cases 215474386800374, 215474258075754). Verify via backend admin before advising the customer to reconnect. - AI Agent Schema/NLP Deployment Sync Failure — Success status displayed but terms not activated (case 215474307923656). Check backend sync state. This may require manual deployment and engineering escalation (reference pattern: SPE-692 / AIAGENT-1904). - Publish Blocked by False Disconnection Error — Atlas Brain reports website not connected despite the site being active (cases 215474258075754, 215474386800374). Verify connection state on backend before advising reconnection or manual publish workaround. - Unexpected credit depletion → connection errors can trigger URL Indexer or other jobs to retry automatically and burn credits (case 215474438977629); correlate with Atlas Brain or connector error events, and escalate to the credits refund team if retry loops are confirmed. 👉 Insight: Atlas Brain failures often present as successful UI states masking backend faults — always verify actual backend state before trusting the UI. 🖥️ Customer Frontend 🔴 Most Critical Patterns - Login issues → reCAPTCHA - Graphs missing → null data - App crashes → chunk load errors - Billing Modal Freeze (QPB-697) → Add Payment Method modal hangs after clicking Add Card with no error and no card added; escalate to the billing team rather than advising retries. 👉 Insight: Frontend errors are usually data-state or loading timing issues 🔍 Keyword Explorer 🔴 Most Critical Patterns - No keyword data → ClickHouse failure - Missing enrichment → SEMRush unavailable - Slow results → DataForSEO limits 👉 Insight: This service depends heavily on external data pipelines 🔗 Backlink App 🔴 Most Critical Patterns - Data not loading → DB issues - No major user-facing errors → mostly infra/logging 🧠 KEY INSIGHT 👉 Most issues are not bugs They are: - System limits - Dependencies - Scale problems 🔑 Golden Rule Before fixing anything: 👉 Ask: Is this: UI, Data, Queue, Infrastructure, or Inter-Module Pipeline? ➡️ Next Steps After Diagnosis Once you have classified the issue: - Match the category to the relevant fix guide or runbook - Apply P-level severity classification (P0–P3) based on customer impact and scope - Escalate through the appropriate engineering channel (Linkgraph, Atlas Brain, Frontend, Data Pipelines, or Billing) with the diagnosis category, observed symptoms, and any referenced ticket IDs (e.g., LPS-442, SE-536, SPE-692, QP-5196, QPB-697, OTTO-2082, AB-970) - Hand off to the on-call engineer using the standard escalation protocol if the issue is P0/P1 or customer-blocking

💬 Managing Customer-Closed Conversations

💡 Why can customers close conversations? Customers can close a conversation when they no longer need help or consider their question resolved. This gives customers control over their support experience and helps keep active conversations focused. ✅ Should you remove this option? No. We recommend keeping the customer close option enabled. Removing it can leave completed conversations open, create unnecessary follow-up work, and make it harder to identify which requests still need attention. 📌 What happens when a customer closes a conversation? - The conversation is treated as completed from the customer’s side. - Your team can review the conversation history and use it for context. - If the customer needs more help, they can start or continue a conversation when that option is available. 🛠️ Recommended team workflow 1. Review the conversation before taking action. 2. Confirm whether the customer’s question was answered. 3. Leave the conversation closed if no further work is needed. 4. Follow up internally when the conversation shows an unresolved issue or product concern. 🔎 When should your team investigate? Review customer-closed conversations when they contain repeated questions, incomplete answers, negative feedback, or requests that require action. A customer closing a conversation does not always mean the underlying issue was fully resolved. 👥 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.