🤝 We're Sorry Your Previous Chat Ended Unexpectedly
We sincerely apologize if a previous support session ended before your issue was resolved. Every customer deserves patient, attentive help — regardless of how quickly they type or how complex their question is. This should not have happened, and we take this seriously.
This article explains how to reconnect with our team, what to expect from a support interaction, and how we're working to improve your experience.
💬 How to Reach Our Support Team
Our support team is available exclusively through the live chat widget inside the Search Atlas platform. This is the fastest and most effective way to get help.
- Log in to your Search Atlas account at app.searchatlas.com.
- Look for the chat widget in the bottom-right corner of the screen.
- Type your question or describe your issue in detail.
- To speak directly with a human agent, type human teammate in the chat. You will be connected to a member of our team.
There is no need to wait to be asked a question or to respond within a set time frame. Take as much time as you need — our team is here to help at your pace.
📞 Why We Don't Offer Phone or Email Support
We understand that some customers prefer to speak with someone over the phone or via email. We appreciate that feedback. At this time, live chat is our only supported contact channel. This allows us to keep response times fast, maintain a full record of your conversation, and share links, screenshots, and step-by-step instructions in real time.
We are continuously reviewing our support offering and value knowing your preferences. You are welcome to share feedback directly in the chat.
🛠️ What to Do If You Were Disconnected Mid-Issue
If your previous chat ended before your problem was resolved, here's how to get back on track quickly:
- Reopen the chat widget in the bottom-right corner of the platform.
- Type human teammate to be connected with a live agent immediately.
- Briefly describe what happened — for example, that a previous chat ended unexpectedly and your issue is still unresolved.
- Share the domain or account details relevant to your issue (for example, your website URL) so the agent can pull up the right information quickly.
- If you have a previous chat transcript or reference number, mention it — this helps the team pick up where you left off.
✅ What to Expect From Every Support Interaction
Every interaction with the Search Atlas support team should meet these standards:
- Patience: Agents will never end a chat because you need more time to type or think.
- Accuracy: Our team will only share information they can verify — they will tell you clearly if something needs to be escalated or checked further.
- Clarity: You will receive clear, step-by-step guidance without confusing jargon.
- Continuity: If an issue cannot be resolved in one session, the agent will ensure a clear next step is in place before the chat ends.
If your experience does not meet these standards, please let us know immediately in the chat so we can address it.
📊 We're Actively Improving Our Support Experience
We are aware that some customers have received inconsistent guidance from our support system — including incorrect information about account status, billing, or escalation steps. Our team is actively working on fixes to ensure every interaction is accurate and helpful. We appreciate your patience as these improvements are rolled out.
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.