🗂️ 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:
- Summarise your previous conversation. Briefly describe what was discussed, what steps were taken, and what outcome was reached or expected.
- 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.
- Share the approximate date and time. This helps the team locate your previous session in our records quickly.
- Describe the current issue clearly. Explain what is still unresolved or what new questions have come up since your last chat.
- 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.