## **👋 Why Your First Message Matters**

Sending a short greeting like "hi" is a friendly way to start, but it doesn't tell us what you need. We then have to ask follow-up questions before we can help, which adds time to every conversation.

If you include a few key details in your first message, you can often get an answer in a single reply.

## **📝 What to Include in Your First Message**

A good support message answers four simple questions:

1. **What are you trying to do?** For example: "I want to run a site audit" or "I want to update my billing details."
2. **What happened instead?** Describe what you saw, such as a missing result, a page that won't load, or something that looks wrong.
3. **Where did it happen?** Tell us the tool or page you were using and the website or project it relates to.
4. **When did it start?** Let us know if it just began, or if it has been happening for a while.

## **📎 Helpful Extras to Share**

These details help us understand your situation quickly:

- The exact wording of any error message
- A screenshot of the page or the problem
- The domain, keyword, or project name involved
- The steps you took right before the problem appeared
- Anything you've already tried, such as refreshing the page or logging out and back in

## **✅ Example of a Clear Message**

Instead of: **"hi"**

Try: **"Hi, I'm trying to export my keyword report for my project, but the download button doesn't respond. I've tried refreshing the page. Here's a screenshot."**

A message like this lets us start working on the solution straight away.

## **💡 Common Topics You Can Ask About**

If you're not sure how to start, here are some common things customers contact us about:

- Questions about how to use a tool or feature
- Help understanding your reports or results
- Account, plan, or billing questions
- Something that isn't working as expected
- Setting up a new project or website

Pick the one closest to your situation and tell us a little about it.

## **🛠️ Quick Checks Before You Reach Out**

Some issues can be fixed in a minute or two. Before you contact us, you can try these steps:

1. Refresh the page and try again.
2. Log out of the platform and log back in.
3. Try a different browser or an incognito window.
4. Check that you're using the correct project or website.
5. Clear your browser cache if a page looks outdated or incomplete.

If none of these solve the issue, mention that you tried them when you contact us. It saves time for both of us.

## **🙋 Need Help? Contact Our Team**

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be instantly connected with a member of our team.

When you connect, tell us what you need in your first message, and we'll take it from there.