Search Atlas support is handled directly inside the platform through a built-in chat widget. If the AI assistant isn't resolving your issue, you can request a human team member at any time — no phone calls or emails needed. This article explains how to escalate your chat and answers common questions about the support process.
Follow these steps to connect with a live member of the Search Atlas support team:
Look for the chat widget icon in the bottom-right corner of the platform.
Click the icon to open the chat window.
Type human teammate and press Enter.
You will be connected with a member of our team.
You can do this at any point in your conversation — whether you're just starting out or have already been chatting with the AI assistant.
You may see the term CT referenced in the chat. CT stands for Customer Team — the group of human agents who handle escalated or complex support requests inside Search Atlas. When you type human teammate, your conversation is routed to a CT member who can help you directly.
When you first open the chat widget, you'll be connected to Search Atlas's AI support assistant. The AI can help with many common questions quickly and at any hour. However, a human agent is better suited for:
Account-specific issues such as billing, credits, or plan changes
Technical problems that require investigation (e.g. crawl failures, data not loading)
Situations where previous troubleshooting steps haven't worked
Requests that need a judgment call or approval from the team
There is no penalty or delay for requesting a human — our team is happy to step in whenever you need them.
The following scenarios are good examples of when connecting with a human agent will get you to a resolution faster:
Credit or billing discrepancies — If your account credits don't reflect a recent change or downgrade, a team member can investigate and correct this manually.
Cloud Stack or crawl failures — If your OTTO project is experiencing crawl errors or Cloud Stack issues, a human agent can escalate this to the technical team.
Plan changes and downgrades — Questions about what's included after a plan change are best handled by a team member who can review your account details.
Unexpected platform behaviour — If a feature isn't working as described in our documentation, a human agent can log a report and provide a workaround.
Once you type human teammate in the chat:
Your conversation history is preserved, so you won't need to repeat yourself.
A Customer Team member will review your issue and respond as quickly as possible.
If your issue requires further investigation, the agent will let you know next steps and expected timelines.
To help the team resolve your issue faster, include as much detail as possible — such as the project name, the feature you were using, and a brief description of what went wrong.
These steps can resolve common issues without waiting for a human agent:
Refresh the page and try the action again.
Log out and log back into your Search Atlas account.
Check that your browser is up to date and that no extensions are blocking the platform.
Review the relevant KB article for step-by-step guidance on the feature you're using.
If none of the above resolves your issue, escalating to a human agent is absolutely the right next step.
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.