👋 Overview
Sometimes you just want to talk to a person. Maybe the answer you need is complicated, or you would rather explain things to a human than to an automated assistant. This article explains how to reach a human teammate from inside Search Atlas, and how to make that conversation as quick and productive as possible.
🔗 How to Connect With a Human Teammate
The live chat widget inside the platform is the only support channel, and it takes just a few steps to reach a person.
- Log in to your Search Atlas account.
- Find the chat widget in the bottom-right corner of the platform and open it.
- Type human teammate in the message box and send it.
- You will be connected with a member of our team.
You do not need to explain everything before you ask for a person. You can request a human first and share the details once you are connected.
📝 What to Share Once You Are Connected
A request like "transfer me to a human expert" tells us you need help, but not what you need help with. The more detail you give in your first message, the less back-and-forth is needed. Try to include:
- What you were trying to do: for example, setting up a project, running an audit, or reviewing a report.
- Where in the platform it happened: the tool or page name, such as Site Auditor, Keyword Research, or OTTO SEO.
- What you expected to happen: a short description of the result you wanted.
- What actually happened: include any error message word for word if you can.
- Your website or project name: this helps us find the right account details quickly.
- What you have already tried: refreshing the page, logging out and back in, or trying another browser.
✍️ Example of a Helpful First Message
Here is a sample message you can adapt:
- "Hi, I am trying to connect my website to my project, but I see an error that says the connection failed. I have already refreshed the page and tried again. My website is example.com. Can you help?"
A message like this lets a teammate start working on the problem right away.
💡 Topics a Human Teammate Can Help With
If you are not sure whether your question is a good fit, here are common reasons customers ask for a person:
- Questions about your account, plan, or billing
- Problems with a tool that is not behaving as expected
- Help setting up a new project or connecting a website
- Understanding the results or recommendations in a report
- Guidance on which feature to use for a specific SEO goal
- Feedback or feature requests
⚡ Quick Self-Checks Before You Chat
If your issue is minor, these checks may solve it in a minute or two. If they do not help, a teammate will be happy to take over.
- Refresh the page and try the action again.
- Log out and log back in.
- Try a different browser or an incognito window.
- Disable browser extensions, such as ad blockers, that might interfere with the page.
- Check that you are viewing the correct project or website.
🛠️ If the Chat Widget Does Not Open
If you cannot see or open the chat widget, try these steps:
- Refresh the page.
- Turn off any browser extensions that block pop-ups or scripts.
- Try another browser or an incognito window.
- Log out, log back in, and look for the widget again in the bottom-right corner.
❓ Frequently Asked Questions
Do I need to describe my issue before asking for a person?
No. You can type human teammate right away. Sharing your issue early, though, helps us help you faster.
Can I contact support by phone or email?
No. The live chat widget inside the platform is the only support channel, which lets us see your context and help you directly.
What if I am not sure what the problem is?
That is fine. Describe what you were doing and what looked wrong, and a teammate will help you work out the rest.
🙋 Need Further 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.