🧭 Overview
When you request to speak with a live agent inside the Search Atlas platform, our support team is ready to help. However, to resolve your issue as quickly as possible, it helps to come prepared with a clear description of what you need. This article explains how to make the most of every support conversation — and what to do if you're not sure where to start.
🤔 Why Describing Your Issue Matters
Our live support team can assist you much faster when they understand the context of your request upfront. If you type human teammate in the chat widget without describing a problem, the agent will need to spend time asking follow-up questions before they can begin helping you. Sharing key details from the start cuts that back-and-forth significantly.
✅ What to Include Before Requesting an Agent
Before or right after you type human teammate, try to include the following information in your message:
- What you were trying to do — for example, "I was trying to run a site audit" or "I was setting up OTTO SEO for a project."
- What happened instead — describe the unexpected behaviour, error message, or missing result you encountered.
- Where in the platform it occurred — mention the tool, section, or page name (e.g., Content Planner, Rank Tracker, AI Agent).
- Any steps you already tried — let us know if you refreshed the page, retried the action, or checked any settings.
- How urgent it is — if a deadline or client delivery is affected, say so.
📋 Example of a Helpful Handoff Message
Instead of: "Talk to an agent"
Try something like: "I'd like to speak with a human teammate. I was running an AI Agent task for keyword clustering and the task appeared to complete, but no results were saved. I've tried refreshing and restarting the task twice. This is for a client report due tomorrow."
This gives the agent everything they need to start investigating right away.
🛠️ Not Sure What the Problem Is? That's Okay Too
Sometimes you may notice that something feels off but you can't pinpoint exactly what went wrong. In that case, describe what you expected to happen versus what you observed. Even a vague description — like "the page looked different from usual" or "a feature I normally use isn't showing up" — gives the agent a useful starting point.
You do not need to diagnose the issue yourself. Our team will work through it with you. Just share as much context as you can.
⚡ Common Reasons Customers Contact Support
Here are some of the most frequent scenarios where speaking to a live agent is the right move:
- A tool or feature is not loading or is behaving unexpectedly.
- An AI Agent task did not complete or returned an error.
- You're unsure which Search Atlas feature is best for a specific goal.
- A project or report is missing data you expected to see.
- You need guidance on a billing or account question.
💬 How to Reach a Live Agent
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.