🤔 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.