## **👋 Need a Human? You're in the Right Place**

If you've ever typed something like "live agent," "is someone there?" or "I need help" into the chat, you're not alone. Many customers start this way, and our team is happy to help. This article explains how to reach a person and how to make your first message count, so you get an answer faster.

## **🙋 How to Reach a Human Teammate**

Connecting with a person takes just a few seconds. Follow these steps:

1. Log in to your Search Atlas account.
2. Find the chat widget in the bottom-right corner of the platform.
3. Click the widget to open the chat window.
4. Type **human teammate** and send the message.
5. You will be connected with a member of our team.

You can use the chat widget from any page inside the platform, so you can start a conversation right where you're having trouble.

## **✍️ Why Your First Message Matters**

When a chat starts with only "live agent" or "I need help," our team has to ask follow-up questions before they can begin. That adds extra back-and-forth and can delay your solution. If you describe your situation upfront, your teammate can start working on it right away.

You don't need to write a long message. One or two sentences is enough.

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

A helpful message usually answers a few simple questions:

- **What are you trying to do?** For example: "I'm trying to run a site audit" or "I want to add a new project."
- **Where in the platform are you?** Name the tool or page you were using.
- **What happened?** Describe what you saw, such as an error message, a blank page, or a result that looks wrong.
- **What did you expect to happen?** This helps us understand the gap.
- **Which website or project is affected?** Share the domain name if it's relevant.
- **What have you already tried?** For example: refreshing the page or logging out and back in.

## **💡 Message Examples**

Here are a few examples of clear first messages:

- "human teammate - My site audit has been running for a long time and hasn't finished. The project is for example.com."
- "human teammate - I have a question about my plan and which features are included."
- "human teammate - I can't find where to connect my Google account. Can you point me to the right place?"
- "human teammate - I'm new to Search Atlas and would like help getting started with my first project."

## **🧭 Not Sure What to Ask?**

It's completely fine if you can't put your problem into words. You can still open the chat and type **human teammate**. Then tell us what you were trying to do in your own words. Some helpful starting points:

- "I'm lost and don't know where to start."
- "Something doesn't look right, and I'm not sure what it is."
- "I need help understanding my results."

Your teammate will guide you with questions from there.

## **📎 Helpful Details to Have Ready**

Depending on your topic, it can speed things up to have the following on hand:

- The domain name or project name you're working with
- The name of the tool you were using
- The exact wording of any error message
- The steps you took right before the problem happened
- The email address you use to log in to your account

## **⏳ What to Expect After You Connect**

- A teammate will read your message and may ask a few clarifying questions.
- Stay in the chat window so you can see replies as they arrive.
- If you need to leave the page, keep the chat open in your browser so the conversation is still there when you return.
- If a question needs more investigation, your teammate will let you know the next steps.

## **❓ Frequently Asked Questions**

**Is the chat widget the only way to get help?**

Yes. The live chat widget inside the platform is our support channel. It connects you directly with a member of our team.

**Do I have to explain my issue before I'm connected to a person?**

No. Typing **human teammate** is enough to reach a person. Adding a short description at the same time simply helps us help you faster.

**I don't see the chat widget. What should I do?**

- Make sure you're logged in to the platform.
- Look in the bottom-right corner of the screen.
- Refresh the page and check again.
- Try a different browser or disable extensions that may block chat tools, such as some ad blockers.

**Can I send screenshots?**

If your issue is easier to show than describe, tell your teammate what you're seeing and ask how to share it. Screenshots can be very useful for troubleshooting.

## **🤝 Still Need Help?**

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.