## 🧭 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.