Search Atlas offers live support through the in-platform chat widget. During high-traffic periods or outside of standard support hours, live agents may not be immediately available. This article explains what to expect, how to prepare your request, and how to get connected with a human teammate as quickly as possible.
Our support team is available through the chat widget located in the bottom-right corner of the Search Atlas platform. When live agents are online, you can connect directly by typing human teammate in the chat. When agents are temporarily offline — such as during weekends or high-volume periods — the chat may be handled by our AI assistant until a teammate becomes available.
It is important to note that the AI assistant cannot escalate your request on your behalf or guarantee a callback. Only a live agent can action escalations, issue resolutions, or account-level changes.
To get the fastest resolution when a live agent becomes available, prepare the following information before opening a chat:
Describe the issue clearly: What were you trying to do, and what happened instead?
Note the exact error or behaviour: Copy any error messages or take a screenshot.
Record when it started: Include the date and approximate time of the first occurrence.
List the affected feature or tool: For example, OTTO SEO, Site Auditor, Keyword Research, etc.
Include your account email: This helps agents locate your account instantly.
Providing these details upfront means the first available agent can begin resolving your issue immediately — without needing to ask follow-up questions.
Log in to your Search Atlas account.
Click the chat widget in the bottom-right corner of the platform.
Type human teammate to be connected with a live support agent.
If no agent is available, leave your detailed message in the chat. Agents will follow up as soon as they return online.
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.
If you open the chat outside of live support hours, our AI assistant will acknowledge your message and keep a record of the conversation. When live agents come back online, your chat history is preserved so you do not need to repeat yourself — provided you have already described your issue in the chat before closing the window.
Important: Simply requesting to speak with a human without describing the underlying issue may delay your resolution.