🗺️ 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
- Open the chat widget in the bottom-right corner of the platform and request to speak with a live agent.
- Mention the name of the teammate you previously worked with — if they are available, the team will try to transfer you.
- 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.