Troubleshooting

💬 How to Reach a Live Agent in Chat

💬 How to Reach a Human Agent in Support

🔄 Fix Account Sync Issues and Golden Loops

Overview Some Search Atlas users experience account-wide sync issues where changes made by one admin are not visible to others, or where Golden Loops fail to save correctly. This article explains what to do if you encounter these problems. Step 1 — Confirm Your Workspace Access Before troubleshooting sync, verify that all team members are in the same workspace and have the correct roles assigned. Check your workspace settings to confirm that any admins who should share access are listed with the appropriate permissions. If a team member is missing, invite them and ask them to accept the invitation before testing sync again. Step 2 — Refresh and Re-authenticate Sync issues are sometimes caused by a stale browser session. Try the following before escalating: 1. Save any unsaved work. 2. Log out of your Search Atlas account completely. 3. Clear your browser cache and cookies, or try an incognito/private window. 4. Log back in and navigate to the affected area. 5. Ask the other admin to do the same on their device, then check whether changes are now visible to each other. Step 3 — Check Golden Loop Settings If a specific Golden Loop is not saving or is behaving unexpectedly, navigate to the Golden Loops section of your account. Open the Golden Loop that is not saving correctly, re-select any required settings such as the associated Project, and save again. If the issue persists after saving a second time, note the exact details of what is not persisting so you can share them when escalating. When to Escalate If the steps above do not resolve your sync issue or your Golden Loop continues to fail to save, please have the following information ready before contacting support: - Your workspace or project name - The exact behavior you are seeing (e.g., which settings are not saving, which admin accounts are affected) - Any error messages displayed on screen - The approximate time the issue first occurred 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.

💬 How to Connect With a Human Support Agent

🎯 Overview If you need personalised help from a real person — not a bot — Search Atlas makes it easy to request help from a human support teammate through the platform. 💬 How to Reach a Human Agent 1. Log in to your Search Atlas account. 2. Open the available support chat option inside the platform. 3. Request to speak with a human support teammate. 4. Describe the question or issue you need help with. Our team can help with questions and issues that require human assistance. ⏰ When Should You Contact a Human Agent? The chat assistant can handle many common questions automatically. However, reaching out to a human teammate is the right move when: - You are experiencing a technical issue that automated guidance hasn't resolved. - You need help with account access, billing, or plan changes. - A feature is not behaving as expected and you need it escalated. - You have a time-sensitive problem affecting your workflow. - You need guidance on a complex SEO strategy within the platform. 💡 Tips for a Faster Resolution To help our team resolve your issue as quickly as possible, have the following ready before you start the chat: - A clear description of the issue or question. - The name of the tool or feature you are working with. - Any error messages you have seen, copied exactly as they appear. - Relevant details that help explain what happened and what you expected to happen. 🔍 Before You Chat — Quick Self-Help Checks Sometimes a fast fix is just a few clicks away. Try these steps before opening a chat: - Refresh the page and try the action again. - Review relevant Search Atlas Help Center articles. - Note any error message or unexpected behaviour before contacting support. If none of these steps resolve your problem, contact support through the platform and request help from a human teammate. 📞 Contact Support 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.

💬 How to Chat With a Human Support Agent

💬 Overview If you need personalised help from a real person, Search Atlas makes it easy to connect with a human support teammate. Everything happens directly inside the platform through the live chat widget. 🛠️ How to Reach a Human Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of any page inside 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 support team. 💡 Tips for Faster Support To help our team resolve your issue as quickly as possible, include the following details when you start the chat: - What you were trying to do — describe the task or feature you were working with. - What happened — explain the unexpected behaviour or error you encountered. - Steps to reproduce — list what you clicked or entered before the issue occurred. - Screenshots or screen recordings — visuals help us diagnose problems faster. ⏰ Support Availability Our human teammates are available during business hours. If you reach out outside of those hours, an agent will follow up with you as soon as possible. You may also receive helpful automated responses in the meantime that could resolve your question right away. ❓ Frequently Asked Questions Do I need to describe my issue before requesting a human agent? You are not required to, but sharing a brief description upfront helps our team prepare and reduces back-and-forth. Even one sentence about your situation makes a difference. What if the chat widget does not appear? Try refreshing the page or clearing your browser cache. If the widget still does not appear, try a different browser or disable any ad-blocking extensions that may be hiding it. 📞 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 connected with a member of our team.

💬 How to Reach a Human Support Agent

🎯 Overview If you need personalised help from a real person — whether you have a technical issue, a billing question, or simply want to talk through your account — Search Atlas offers live human support directly inside the platform. This article explains exactly how to reach a human agent in seconds. 💬 How to Connect with a Human Agent Follow these steps to be connected with a member of our support team: 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and press Enter. 5. You will be connected with a real member of our team. You do not need to describe your issue before requesting a human — simply type human teammate and a team member will greet you and ask how they can help. 🤔 When Should You Request a Human Agent? You are always welcome to request human support. It is especially useful when: - You have a complex technical issue that needs hands-on investigation. - You have questions about your subscription, billing, or credits. - You want to discuss account changes such as plan upgrades or downgrades. - The AI assistant's response did not fully resolve your question. - You prefer to explain your situation directly to a person. ⏱️ What to Expect After Connecting Once you type human teammate, a support agent will join the chat as quickly as possible. To help them assist you efficiently, consider having the following ready: - A brief description of your question or issue. - Your account email address or the workspace name you are working in. - Any screenshots or URLs relevant to your question (you can share these directly in the chat). - The name of the Search Atlas feature you are using, if applicable (for example, OTTO SEO, found via Left sidebar → OTTO SEO → All Sites (SEO Automation)). 💡 Tips for a Faster Resolution The more context you share upfront, the faster our team can help. Even a single sentence describing what you were trying to do and what happened is very helpful. You do not need to use technical language — just describe the situation in your own words. 🆘 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 connected with a member of our team. Additional Notes Common issues list: Billing/subscriptions, Crawl/indexing issues, Content generation problems, Third-party integrations. Also: mention specific tools (OTTO SEO, Content Assistant, Cloud Stack) and error messages as prep info.

💬 How to Get Help From a Human Agent

🧭 Overview Sometimes you need to speak directly with a person — whether you have an account question, a billing concern, or something you're not sure how to describe. This article explains how to reach a live Search Atlas teammate quickly, and covers the most common account and billing topics so you can get answers even faster. 💬 How to Reach a Live Teammate The fastest way to get human support is through the live chat widget built into the platform. You do not need to explain your issue in detail before requesting a person — just follow these steps: 1. Log in to your Search Atlas account. 2. Look for the chat icon in the bottom-right corner of any page. 3. Click the icon to open the chat widget. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. Once connected, you can describe your issue in your own words — our team will take it from there. 📋 Common Account and Billing Topics We Can Help With Not sure what category your issue falls into? That is completely fine. Here are some of the most common reasons customers reach out, so you can get a sense of what our team handles every day: - Plan upgrades or downgrades — changing your subscription tier or billing cycle (monthly vs. annual). - Seat and quota questions — adding team members, understanding how credits are counted, or resolving quota errors. - Billing discrepancies — charges that look incorrect, unexpected invoices, or questions about what you were billed for. - Quota top-up requests — purchasing additional usage credits outside your standard plan allowance. - Subscription mismatches — if your account features do not match the plan you signed up for, our team can investigate and correct this. - Access or permission issues — problems logging in, managing team roles, or accessing features you expect to have. You do not need to identify the exact issue before starting a chat. Our team is trained to help you diagnose and resolve problems of any kind. 👥 Managing Your Team and Account Settings If your question is about team access or user management, you can review your current setup before reaching out: 1. Click your avatar in the top-right corner of the platform. 2. Select Team Members from the dropdown menu, or navigate directly to /settings. 3. From here you can view current seats, roles, and pending invitations. If something on this page looks incorrect — for example, a seat count that does not match your plan — take note of what you see and mention it when you chat with our team. ⚡ Tips for a Faster Resolution While you do not need to prepare anything before opening a chat, sharing a few details upfront helps our team resolve your issue more quickly: - The email address associated with your account. - A brief description of what you were trying to do when the issue occurred. - Any error messages you saw on screen (a screenshot is helpful if you have one). - Whether the issue affects one user or your entire team. 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.

💬 How to Reach a Live Agent in Search Atlas

💬 Overview If you need to speak with a real person on the Search Atlas support team, you can connect with a live teammate instantly — no phone calls or emails needed. Everything happens through the chat widget built directly into the platform. 🛠️ How to Connect with a Live Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. Our team is available to help with any question — whether it is a technical issue, a billing concern, or general guidance on using Search Atlas features. 💡 Tips for Faster Support - Describe your issue upfront. Once connected, share as much detail as possible — for example, what you were trying to do, what happened, and any error messages you saw. This helps the team resolve your issue faster. - Include your project or account details. Mentioning the specific feature, project name, or URL you were working with speeds up the troubleshooting process. - Be specific about your goal. Let the team know what outcome you are looking for so they can point you to the right solution quickly. ❓ Frequently Asked Questions Is there a phone number or email I can use? No. The live chat widget inside the platform is the only support channel. This allows our team to respond faster and keep a record of your conversation for follow-up. What are the support hours? Our team works to respond as quickly as possible. Once you type human teammate in the chat, a team member will be with you as soon as one is available. What if the chat widget is not visible? Try refreshing the page or clearing your browser cache. If the widget still does not appear, try opening the platform in a different browser or disabling any browser extensions that may block chat widgets. 📞 Need Further Assistance? 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.

⚡ How to Reach a Human Agent in Chat

🤔 Why You Might See an Automated Response First When you open the live chat widget inside Search Atlas, our AI assistant is the first to respond. It is designed to answer common questions quickly and help you find solutions without waiting. However, we completely understand that sometimes you simply want to speak with a real person — no technical problem required. 💬 How to Connect With a Human Teammate You do not need to explain a technical issue to request a human agent. To be connected with a real member of our support team, open the chat widget inside the Search Atlas platform and type human teammate to be connected with a member of our team. You do not need to describe your issue first or wait through a long automated flow before asking for a person. ⚙️ How Chat Routing Works Search Atlas uses a chat system designed to serve customers as efficiently as possible. An AI assistant handles frequently asked questions and guides you through common workflows, providing instant answers around the clock. When the AI assistant does not fully resolve your question, or when you simply prefer to speak with a person, a real support specialist is available to help with complex issues, account-specific questions, billing enquiries, or any other matter you need assistance with. If you experience duplicate messages or unexpected routing behaviour in the chat — such as receiving the same automated response more than once or being looped back to the AI after requesting a human — this is a known routing and escalation handling issue that our support team can resolve directly. 🚀 Tips for a Faster Support Experience While you are never required to share details before requesting a human, having a few pieces of information ready can help our team resolve your query more quickly: - Your account email address or workspace name. - A brief description of what you need help with, even one sentence. - Any relevant page or feature you were using when the issue occurred. - If you experienced duplicate routing or escalation issues, note the approximate time it occurred and any repeated messages you received. 🛠️ Common Reasons Customers Request a Human Agent You are not alone if you prefer speaking with a person. Our team regularly assists customers with situations such as: - General questions about Search Atlas features or pricing. - Account setup, onboarding, or data import guidance. - Billing or subscription enquiries. - Feedback or feature requests they want to discuss directly. - Cases where the AI assistant did not fully answer their question. - Duplicate chat routing or escalation handling issues. All of these are valid reasons to request a human teammate, and our team is happy to help. 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.

🤖 Real-Time Agent Availability: What FIN Can Check

🧠 What FIN Can and Cannot Do FIN is Search Atlas's AI support assistant. It can answer product questions, guide you through features, and connect you with a human teammate — but it cannot check whether a human support agent is online at this exact moment. FIN does not have access to real-time agent schedules, shift data, or live queue status. This means if you ask "Are human agents available right now?", FIN cannot give you an accurate yes or no answer. ✅ How to Check Live Agent Availability Yourself The most reliable way to find out whether a human teammate is currently available is to open the chat widget and reach out directly. The widget reflects current support status in real time. 1. Open the chat widget inside the Search Atlas platform. 2. Initiate a conversation to see whether a human teammate is available. 3. If you want to be connected with a human teammate, type human teammate in the chat input and send the message. If a human teammate is available, you will be connected. If none are currently online, the chat will let you know and you can leave a message for follow-up. ⏰ What Happens When No Agents Are Available If no human teammates are currently online, you have two options: - Leave a message in the chat. A teammate will follow up with you as soon as one is available. - Continue with FIN for immediate help with product questions, navigation guidance, or troubleshooting steps. FIN is available 24/7 and can resolve a wide range of questions without a human agent. ❓ Why FIN Cannot Answer This Question Automatically FIN operates from a knowledge base of product documentation and support articles. It does not have a live connection to agent scheduling systems or real-time support queue data. This is why FIN will always direct you to open the chat widget and reach out directly, rather than confirming availability on your behalf. FIN is being transparent about the limits of what it can verify. 💬 Need a Human Teammate Right Now? 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.

🔗 Fix Broken Links Using Atlas Agent

🧭 What This Article Covers Atlas Agent can help you identify and fix broken links on your website through the Site Auditor tool. However, the steps to access Site Auditor may look different depending on your plan tier, user role, and current UI configuration. This article walks you through every scenario so you can get started without hitting a dead end. ✅ Before You Begin: Requirements Checklist Make sure the following conditions are met before following the steps below: - Plan tier: Site Auditor is available on Pro plans and above. If you are on a Starter plan, you will not see this tool in your sidebar. - User role: You must have Admin permissions to run a site audit and trigger Atlas Agent automations. Viewer accounts cannot initiate crawls or fixes. - Project set up: You must have at least one active project with a connected domain before Site Auditor can crawl your site. If you are unsure about your plan or role, navigate to Avatar (top-right) → Billing → Plans & Top-ups (Change Plan) to check your plan, or ask your workspace Admin to confirm your permissions. 🗺️ How to Navigate to Site Auditor Depending on your UI version, Site Auditor may appear in one of two locations: - Standard sidebar layout: In the left-hand sidebar, look for the Site Auditor option under the SEO Tools section. - Condensed or icon-only sidebar: The sidebar may be collapsed. Click the expand arrow on the left edge of the screen to reveal full menu labels, then look for Site Auditor under SEO Tools. - Top-navigation layout (some Enterprise accounts): Navigate to OTTO SEO → Site Audit → Overview (Website Overview). If you do not see Site Auditor in any of these locations, your plan may not include it. See the section below on plan access for next steps. 🚀 Running a Crawl and Using Atlas Agent to Fix Broken Links 1. Open OTTO SEO → Site Audit → Overview (Website Overview) and select the project you want to audit from the project dropdown at the top of the page. 2. Click Recrawl Site. The crawl may take a few minutes depending on your site size. 3. Once the crawl is complete, go to the Issues tab and filter by Broken Links or look for the 4xx Errors category in the issues list. 4. Select one or more broken link issues by checking the boxes next to them. 5. Click the Fix with Atlas Agent button that appears in the action bar above the issue list. 6. Atlas Agent will open a task panel on the right side of the screen. Review the suggested fixes — these may include redirect recommendations, link replacements, or removal suggestions. 7. Approve individual fixes or click Apply All to let Atlas Agent implement the recommended changes automatically. 8. After fixes are applied, re-run a crawl to confirm the broken links have been resolved. 👥 Guidance for Different User Roles Admin users have full access to Site Auditor, all crawl settings, and Atlas Agent automation. No additional steps are needed. Editor users can run crawls and use Atlas Agent to apply fixes, but cannot change the connected domain or billing settings. If a fix requires domain-level changes, flag it to your Admin. Viewer users can see audit results but cannot run new crawls or use Atlas Agent. If you need to take action on broken links, contact your workspace Admin to upgrade your role. 📋 Plan Tier Availability - Starter: Site Auditor is not included. Upgrade to Pro or higher to access this feature. - Pro: Full Site Auditor access with Atlas Agent automation for broken link fixes. - Agency and Enterprise: All Pro features plus multi-project crawls, advanced filtering, and priority processing for large sites. To upgrade your plan, go to Avatar (top-right) → Billing → Plans & Top-ups (Change Plan) and select a plan that includes Site Auditor. 🔧 Common Access Issues and Fixes - Site Auditor is missing from the sidebar: Your plan does not include this feature, or your role is set to Viewer. Check your plan and permissions in Account Settings. - The Fix with Atlas Agent button does not appear: Make sure you have selected at least one issue using the checkboxes. The button only appears when one or more issues are selected. - Crawl is stuck or shows an error: Verify your domain is correctly connected under Project Settings. If the domain requires authentication, make sure crawl credentials are saved. - Atlas Agent suggestions are greyed out: This can happen if your session has timed out. Refresh the page and re-select your issues. 💬 Need More Help? 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.

Fix Stuck Microagent Tasks and Common Bugs

Overview Some customers have reported a combination of issues affecting Microagent tasks, Instant Indexing setup, and Content Genius features. This article explains each known issue and sets accurate expectations for what to have ready when escalating to the support team. Stuck Microagent Tasks in PENDING Status Microagent tasks can become stuck in a PENDING state and never complete. If you see tasks marked PENDING that are not progressing, note the following details before escalating: - The name of the affected project or Content Genius document - The approximate time the task was created and how long it has been stuck - Any error messages or status indicators you see on screen Our team will need these details to investigate and manually reprocess affected tasks on the backend. Blank Service Account Email for Instant Indexing When activating Instant Indexing, some users encounter a blank service account email field. This leaves the Google Search Console (GSC) verification step incomplete and can cause the indexing status to appear contradictory. If your service account email field is still blank, this requires manual provisioning by our team. Before escalating, please have the following ready: - Your project or site name in OTTO SEO - A screenshot showing the blank service account email field - Confirmation of which GSC property you are trying to connect Known Content Genius Bugs Some reproducible bugs affecting Content Genius features have been identified. If you are experiencing issues with Content Genius — such as problems with keyword management, SEO scoring, or content generation — please escalate with the following information: - The name of the affected project and document - A description of the exact behavior you are seeing - The exact error message, if any, along with the date and time it occurred 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.

🤖 AI Agent Deep-Link Navigation Fix

A bug affecting the AI Agent's deep-link behavior has been resolved, ensuring the agent opens with the correct parameters when accessed via a direct link and clears its state properly upon closing. ✨ What's New The AI Agent now correctly reads and applies deep-link parameters when launched from a direct URL. Previously, navigating to the agent via a deep link could result in the agent failing to open in the expected state. Additionally, closing the agent now reliably clears all associated parameters, preventing stale state from persisting across sessions. 🛠️ How to Use It 1. Navigate to the AI Agent using a deep link that includes URL parameters. 2. Confirm the agent opens and reflects the correct context based on those parameters. 3. Close the agent and reopen it to verify that no residual state from the previous session carries over. 📋 What to Expect This fix is applied automatically — no configuration changes are required. The improvement affects all users who access the AI Agent via deep-link URLs. The agent will now consistently initialize with the correct parameters and reset fully on close, regardless of how it was previously accessed. 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.

Fix AI Agent Pulling the Wrong Business URL

🔍 Overview If your AI Agent is referencing the wrong website URL or business details — for example, pulling a URL from a different domain than your active project — the issue is almost always in GBP Galactic, not in your project settings or OTTO connection. The AI Agent sources business information (including your website URL) directly from GBP Galactic, not from the Google Business Profile linked inside your OTTO project. This means that even if your project is correctly connected to the right GBP profile, the AI Agent will still use whichever GBP profile is activated inside GBP Galactic. ⚠️ Why This Happens You may have two or more GBP profiles connected across different domains in Search Atlas. A common scenario looks like this: - Project A is set to ericrounds.com with its own GBP profile. - Project B is set to a different domain (for example, a service business) with a separate GBP profile. - Both GBP profiles exist inside GBP Galactic, but the wrong profile is currently activated there. Because the AI Agent reads from GBP Galactic, it will use the active profile — even if that profile belongs to a different domain than your current project. Verifying or changing your project-to-GBP linkage in OTTO will not fix this. ✅ How to Correct the GBP Profile the AI Agent Uses To resolve this issue, you need to ensure the correct GBP profile is set as active inside GBP Galactic. Navigate to Local → GBP Galactic (GBP Projects) from the left sidebar in your Search Atlas account, review the GBP profiles connected there, and make sure the profile that corresponds to your active project's domain is the one currently active. If you are unsure which profile is active or how to switch it, please reach out to the Search Atlas support team and they can update the active GBP profile on your account to match your intended domain. 🧩 Understanding the Two Separate Connections It helps to think of these as two independent systems: - OTTO project → GBP connection: This controls which GBP profile is used for SEO tasks, optimizations, and project-level reporting inside OTTO. Changes here do not affect what the AI Agent sees. - GBP Galactic → Active profile: This is the data source the AI Agent reads from when generating responses, referencing your business URL, or personalizing content. This must be set correctly and independently. Both connections can point to different profiles without triggering an error, which is why the wrong URL can appear even when your project setup looks correct. 🛠️ Quick Checklist - You have more than one GBP profile connected in Search Atlas. - Your active OTTO project is set to the correct domain. - You have opened GBP Galactic and confirmed which profile is currently active there. - The active profile in GBP Galactic matches your intended project domain. If after reviewing GBP Galactic the wrong profile is still being used by the AI Agent, contact the Search Atlas support team so they can verify and correct the active profile on your account.

🔌 Troubleshooting AI Agent Connection Errors

This article covers common steps to take when your AI agent fails to respond or returns an unexpected error message. Because AI agent connection errors can stem from a variety of account-specific or configuration-specific causes, the steps below focus on what to gather and how to get the right help quickly. What to Check First Before escalating, gather the following information so our team can identify the root cause as efficiently as possible: - The exact error message you are seeing (copy the text or take a screenshot) - The name of the AI agent or project affected - When the error first appeared and whether it is consistent or intermittent - Any recent changes made to your account, integrations, or agent configuration When to Escalate Because AI agent connection errors are often tied to specific account configurations or backend states, the most reliable path to resolution is to contact our support team directly. Please have the following ready when you reach out: - Your project name and the name of the affected AI agent - The exact error message or a screenshot - A description of when the issue started and how frequently it occurs - A note of any recent changes to your account or integrations 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.

🗂️ Onboarding Playbook Auto-Run Stability Fix

A targeted fix has been applied to the onboarding playbook auto-run flow, ensuring agent projects are properly attached and descriptions are accurately sent during automated execution. ✨ What's New The onboarding playbook auto-run feature has been updated to correctly attach the agent project and transmit the associated description when the automated flow is triggered. Previously, a mismatch in how the customer frontend communicated with the AI agent pipeline could cause the onboarding sequence to run incompletely or fail silently. This fix aligns the frontend behavior with the underlying agent infrastructure, resulting in a more reliable and consistent onboarding experience. 📋 What to Expect No action is required on your part. The fix is applied automatically in the background. Users going through the onboarding playbook auto-run will now experience a smoother, uninterrupted flow with the correct agent context loaded from the start. If you previously encountered issues with the onboarding sequence not completing as expected, those should now be resolved. 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.

🗓️ Weekend Support Hours and Agent Availability

📋 Overview We know questions don't always wait until Monday. This article explains when live support agents are available on weekends, what response times to expect, and how to get help any time of day, including outside of staffed hours. 🤔 Are Agents Available on Weekends? Yes. Our support team offers live coverage on both Saturday and Sunday. Weekend hours are shorter than our weekday schedule, so response times may be slightly longer, but you can still reach a live agent for time-sensitive issues. ⏰ Weekend Support Hours Live weekend support is available during the following window: - Saturday: Reduced-hours live coverage, from 8 a.m. to 5 p.m. - Sunday: Reduced-hours live coverage, from 8 a.m. to 5 p.m. 🔍 How to Check Current Availability The fastest way to confirm whether an agent is online right now is to check directly in the product: 1. Log in to your Search Atlas account. 2. Click the chat icon in the lower-right corner of the screen. 3. Look at the chat header. It will show either an "Agents are online" status or the next time live support resumes. 💬 What to Expect on Weekends Weekend coverage is designed to keep you moving on urgent matters. Here is what typically happens: - During staffed hours: A live agent responds in chat, usually within a few minutes during quieter periods and longer during peak times. - Outside staffed hours: No action required from your side. It enters our queue and is answered when the next agent comes online, often first thing the following morning. - Complex issues: Some requests need a specialist who works standard weekday hours. In those cases, a weekend agent will gather details and escalate so the right person can follow up on the next business day. 🆘 Getting Help Any Time Even when live agents are offline, you have several self-service options that resolve many common questions instantly: - Knowledge Base: Search our help center for step-by-step guides on setup, billing, integrations, and troubleshooting. - In-app chat messages: Leave a detailed message with screenshots so an agent can respond quickly once online. - Live chat: Type human teammate in the chat widget in the bottom-right corner of the platform to be connected with a member of our team. ⚡ Tips for a Faster Response To help us resolve your issue on the first reply, please include: - The account or workspace name associated with your request - A clear description of what you were trying to do - The exact error message, if any - A screenshot or screen recording when relevant ❓ Frequently Asked Questions Do weekend agents handle the same issues as weekday agents? Weekend agents handle most account, product, and troubleshooting questions. A small number of specialized requests may be scheduled for follow-up during weekday hours. Will I lose my place in line if I message after hours? No. Messages sent outside staffed hours stay in the queue and are answered in order once agents return. Are hours different on public holidays? Yes. Holiday coverage may differ from a standard weekend. The in-app chat always reflects the current schedule. ✅ Summary Live support is available on both Saturday and Sunday during reduced hours, and you can confirm exact availability at any moment through the in-app chat. Outside staffed hours, your messages are queued and our knowledge base is available around the clock, so you are never without a way to get help. Additional Notes If you specifically need a person, type human teammate in the chat window. The automated assistant handles many common questions instantly; explicitly requesting a human routes you to a live agent when one is available.

🎯 The 9 Golden Loop Marketing Families and What Each One Delivers

🎯 The 9 Marketing Families Search Atlas currently runs 174 live Golden Loops across 9 marketing families. You choose which families to activate — it's never all-or-nothing. Each one runs the same signal → recommend → approve → ship → measure cycle, tailored to that part of your marketing: - CRM + Email (44 loops) — lifecycle and relationship marketing from first touch through retention. - Meta Ads (27 loops) — paid social health, creative, audiences, and timing in one rhythm. - SEO + AI Search (24 loops) — technical health, content, and visibility across search and answer engines. - Google Ads (22 loops) — search demand, spend, conversion quality, and landing-page alignment. - Website + CRO (19 loops) — page health, conversion friction, and experiments that improve the site. - Local + GBP (18 loops) — local presence, listings, reviews, and location-level visibility. - Authority + PR (11 loops) — trust, authority, citations, and earned distribution. - ChatGPT Ads (5 loops) — emerging paid discovery with measured, approval-aware learning. - LinkedIn (4 loops) — professional audience signals and human-reviewed presence. 📊 What to Expect, Family by Family Results vary by family and by account. Here's what's been documented so far — we're sharing real numbers where we have them, and being upfront where we don't, rather than giving a generic answer. Meta Ads Results A Day Parting loop more than cut CPA in half — a 57% reduction — in one documented account. Google Ads Results An always-on agent keeps spend inside an efficiency band and auto-adjusts budget in response to performance. SEO + AI Search Results One account saved 9 days and 17 hours on tag, meta, and header deployments; across a broader cohort, 6,203 ranking positions were gained, with one page jumping 72 positions in 3 days. Website + CRO Results Customers have used this for an agentic website rebuild applying CRO best practices; we don't yet have a documented before/after metric to share for this specific family. Local + GBP Results The goal is improved map ranking and phone call volume; one documented case reported a "massive improvement" in visibility, though not yet with a specific percentage. Authority + PR Results One 90-day campaign produced 5,000+ editorial placements, 12,000 press releases, and 75,000 cloud-stack deployments — roughly $2M in campaign value. LinkedIn Results Works by turning one piece of content (like a blog post) into multiple assets that get posted automatically; we don't yet have a documented engagement metric to share. CRM + Email Results We don't yet have a documented outcome case to share for this family. ChatGPT Ads Results We don't yet have a documented outcome case to share for this family. Across all 174 live loops, customers running Golden Loops have seen up to 90% faster content turnaround, 35% higher rankings, 80% less manual work, and 70% fewer SEO errors, once a channel is fully running on its own. We'll update this article as more documented per-family results become available. 🧭 Related Reading For what a Golden Loop is and the cycle it runs, see our overview article. For how approvals and safety controls work, see our article on the Golden Loops approval model. 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.

🛠️ Fix Atlas Agent Photo Count Restriction Errors

🔍 What Is Happening When you launch Atlas Agent to automatically create content such as Press Releases or Cloud Stacks, the Agent pulls all images stored in your Brand Vault and attempts to attach them to the content it is building. If the total number of images in your Brand Vault exceeds the limit the automated system can attach to a single piece of content, the Agent stops and returns a photo count restriction error. This is a known behaviour in the automated pipeline. Your Brand Vault data is safe and nothing has been deleted or corrupted. The error only affects automated content generation — it does not reflect a problem with your account or your images themselves. ✅ Why Manual Creation Still Works When you create a Press Release or Cloud Stack manually, you choose which images to attach at the time of creation. Because you are selecting a smaller set of images rather than attaching the entire Brand Vault automatically, the photo count limit is never reached and the content is created successfully. ⚙️ How to Work Around This Issue Until a permanent platform fix is fully rolled out, the most reliable workaround is to reduce the number of images in your Brand Vault so it stays within the limit the Atlas Agent can handle automatically. Follow the steps below: 1. Audit your Brand Vault images. Review all images currently saved in your Brand Vault and identify any that are duplicates, outdated, or not needed for automated content generation. 2. Remove excess images. Delete or archive images you do not need the Agent to use automatically, keeping only the core brand images you want attached to generated content. 3. Retry Atlas Agent. Once the image count is reduced, go to Left sidebar → Content → Content Genius and relaunch Atlas Agent to generate your Press Release or Cloud Stack. 4. Use manual creation as an immediate alternative. If you need content right away and cannot reduce your Brand Vault images immediately, use the manual creation flow inside Left sidebar → Content → Content Genius to select only the images you need and complete your content without hitting the restriction. 📋 Key Facts to Know - Your Brand Vault images and all account data remain completely safe — this error does not cause any data loss. - The photo count restriction is triggered by the total number of images in your Brand Vault, not by the size or format of the images. - Manual content creation is a fully supported alternative and produces the same output as the automated Agent flow. - Engineering has addressed related Brand Vault sync issues in recent platform updates, and improvements to the automated image-handling pipeline are ongoing. 💡 Tips to Prevent This in the Future - Keep your Brand Vault lean by storing only the images you actively use for content generation. - Regularly review and remove any images that were uploaded for one-off projects and are no longer needed. - If you add a large batch of images to your Brand Vault, test Atlas Agent on a small content task immediately afterwards to confirm the count is still within limits before running bulk generation. 🙋 Still Seeing the Error If you have reduced your Brand Vault images and Atlas Agent is still returning a photo count restriction error, or if you are unsure how many images are within the allowed limit, our team can investigate your specific account. 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.

🛠️ Atlas Agent Error Affecting Playbook Functionality

🔍 Overview Some customers have experienced errors with Atlas Agent that prevent playbooks from running correctly. This article explains what caused the issue, what has been fixed, and what to do if you are still affected or would like to request compensation for the disruption. ⚙️ What Was Causing the Issue Several bugs affecting Atlas Agent were identified and have since been resolved by our engineering team. The confirmed issues included: - Atlas Agent failing in certain browsers that lacked full support for required browser features - Errors appearing when browsing all agent sessions or opening existing sessions - Unhelpful or raw error messages being surfaced to users instead of clear, readable ones - The tags field not functioning correctly when creating a new playbook All of the above have been marked as resolved. If you encountered any of these symptoms, the underlying cause has been fixed. ✅ Steps to Take If You Are Still Seeing Errors 1. Refresh your browser and clear your cache. Some error states can persist in the browser after a fix has been deployed. 2. Switch to a supported, up-to-date browser. One confirmed bug was specific to browsers missing certain modern browser capabilities. Using the latest version of Chrome, Edge, or Firefox is recommended. 3. Navigate back to Atlas Agent. Go to Left sidebar → Content → Content Genius and launch Atlas Agent from there to start a fresh session. 4. Retry your playbook. Open or create a playbook and test whether it runs successfully. If you were previously unable to use the tags field when creating a playbook, this should now be functional. 5. If errors persist, contact our support team. If you are still experiencing issues after following the steps above, our team needs to know so your case can be escalated. 💡 About Compensation for This Issue We understand that instability in a tool you rely on is frustrating. If Atlas Agent errors caused significant disruption to your workflow, you may be eligible for compensation. Our support team has the ability to escalate affected cases for review, and compensation has been offered to customers impacted by this bug. To be considered, you will need to contact us through the chat widget so your account can be reviewed and your case submitted for Tier 2 approval. Compensation decisions are made on a case-by-case basis. 🚀 What Our Team Did to Resolve This When this issue was first reported, our support team took the following actions: - Confirmed the bug was high priority and actively being worked on by developers - Logged affected customers so their cases were tracked - Escalated cases for compensation review through our internal process - Verified with customers once the fix was confirmed live If you reported this issue and have not yet heard back about compensation, please reach out through chat so we can follow up on your case. 📞 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 connected with a member of our team.

💬 Get the Most From Live Agent Support

🧭 Overview When you request to speak with a live agent inside the Search Atlas platform, our support team is ready to help. However, to resolve your issue as quickly as possible, it helps to come prepared with a clear description of what you need. This article explains how to make the most of every support conversation — and what to do if you're not sure where to start. 🤔 Why Describing Your Issue Matters Our live support team can assist you much faster when they understand the context of your request upfront. If you type human teammate in the chat widget without describing a problem, the agent will need to spend time asking follow-up questions before they can begin helping you. Sharing key details from the start cuts that back-and-forth significantly. ✅ What to Include Before Requesting an Agent Before or right after you type human teammate, try to include the following information in your message: - What you were trying to do — for example, "I was trying to run a site audit" or "I was setting up OTTO SEO for a project." - What happened instead — describe the unexpected behaviour, error message, or missing result you encountered. - Where in the platform it occurred — mention the tool, section, or page name (e.g., Content Planner, Rank Tracker, AI Agent). - Any steps you already tried — let us know if you refreshed the page, retried the action, or checked any settings. - How urgent it is — if a deadline or client delivery is affected, say so. 📋 Example of a Helpful Handoff Message Instead of: "Talk to an agent" Try something like: "I'd like to speak with a human teammate. I was running an AI Agent task for keyword clustering and the task appeared to complete, but no results were saved. I've tried refreshing and restarting the task twice. This is for a client report due tomorrow." This gives the agent everything they need to start investigating right away. 🛠️ Not Sure What the Problem Is? That's Okay Too Sometimes you may notice that something feels off but you can't pinpoint exactly what went wrong. In that case, describe what you expected to happen versus what you observed. Even a vague description — like "the page looked different from usual" or "a feature I normally use isn't showing up" — gives the agent a useful starting point. You do not need to diagnose the issue yourself. Our team will work through it with you. Just share as much context as you can. ⚡ Common Reasons Customers Contact Support Here are some of the most frequent scenarios where speaking to a live agent is the right move: - A tool or feature is not loading or is behaving unexpectedly. - An AI Agent task did not complete or returned an error. - You're unsure which Search Atlas feature is best for a specific goal. - A project or report is missing data you expected to see. - You need guidance on a billing or account question. 💬 How to Reach a Live Agent 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.

🛠️ Fix AI Agent Edits on Pillar Blog Pages

🔍 Overview Some customers have reported that the Website Studio AI agent declines to make edits — such as adding internal links — to pillar blog pages, even when the same prompt worked successfully before. This article explains what is known about this issue and what to have ready when reaching out for support. ⚠️ Why This Happens This is a known bug affecting the Website Studio AI agent when working on pillar blog pages. The root cause has not been fully confirmed, but reported symptoms include the agent refusing edit actions or failing to respond as expected on pillar page types. Because the underlying cause is being investigated on the backend, there are no verified self-serve steps that reliably resolve the issue. 📋 What to Have Ready When You Escalate To help our team investigate and resolve this as quickly as possible, please have the following information ready before reaching out: - Project name: The exact name of the Website Studio project where the issue occurred. - Pillar page URL: The specific page URL where the AI agent refused to make edits. - Prompt used: The exact prompt or instruction you entered into the AI agent when the failure occurred. - What you expected vs. what happened: A brief description of the intended edit and the agent's actual response (e.g., error message, refusal text, or no response). - Timestamp: The approximate date and time when the issue occurred, including your timezone. 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.

🔧 Fix Missing Domains in Your Golden Loops Workbook

Overview If one or more domains are missing from your Golden Loops workbook — for example, they do not appear in your domain list or you cannot run reports for them — this is typically a backend configuration issue that requires our team to investigate and resolve on your behalf. What This Means Missing domains in a Golden Loops workbook are not always something you can fix through the platform interface alone. In many cases, the root cause involves how domains are configured or associated with your workbook on the backend. Our support team will need to look into your specific account setup to identify and correct the problem. What to Expect Once you reach out, a member of our team will review your account, identify why the domains are not appearing in your workbook, and make the necessary backend adjustments. You do not need to attempt to reconfigure your workbook manually before contacting us. What to Have Ready When You Escalate To help our team resolve this as quickly as possible — especially if you are working against a deadline — please have the following information ready when you contact us: - Your account email address — the email associated with your Search Atlas account. - The exact domain URLs that are missing — for example, seoraleigh.net. List every domain that should appear but does not. - The name of the specific workbook where the domains are missing. - Any deadline or urgency context — let us know if you have a time-sensitive client deliverable so we can prioritize accordingly. - Any error messages or unexpected behavior — describe exactly what you see (or do not see) when you access the workbook. 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.

🛠️ Fix AI Agent Technical Errors Quickly

🔍 What Is This Error? If you see a message like "Sorry, there was an error processing your message" or the AI Agent stops responding mid-task, you have encountered a temporary technical error. These errors can occur when the agent tries to process a request, apply on-page fixes, or retrieve content details. The good news: most of these errors are transient and resolve quickly with a few simple steps. ⚠️ Common Situations Where This Happens - The AI Agent returns an error immediately after you send a message. - The agent starts a task — such as deploying on-page fixes — and then stops with an error. - Post details or content previews fail to load and show a technical error instead. - The agent appears to abandon your request without completing it. 🚀 How to Fix the Error 1. Refresh the page. Open OTTO SEO → All Sites (SEO Automation) from the left sidebar and reload your browser tab. This clears temporary session issues that can interrupt agent tasks. 2. Retype your request. Start a new message to the AI Agent. Do not copy and paste the previous message — rephrase it slightly and try again. 3. Wait one to two minutes. Occasional spikes in platform load can cause brief errors. Waiting a short time before retrying usually resolves this. 4. Check your browser. Clear your browser cache or try a different browser (Chrome or Edge recommended). Browser extensions can sometimes interfere with the agent. 5. Try a different task scope. If the error happens on a specific page or fix, try applying the action to a different URL first to confirm the issue is not isolated to one piece of content. 🔄 Why These Errors Occur AI Agent errors are typically caused by one of the following: - Temporary server timeouts — the agent's request takes longer than expected and the connection resets. - Tool availability changes — occasionally, an internal tool the agent relies on is updated or temporarily unavailable, causing the agent to stop mid-task. - Session expiry — long inactive sessions can cause the agent to lose context, resulting in a failed response. Our engineering team actively monitors error patterns and deploys fixes rapidly. Known issues related to agent errors have already been resolved as part of ongoing platform improvements. ✅ What to Do If the Error Persists If you have followed the steps above and the AI Agent continues to return errors, gather the following information before reaching out to support — it helps our team investigate faster: - The exact error message you see on screen. - The task or request you were trying to complete. - The URL or page the agent was working on. - The approximate time the error occurred. 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.

🤝 How to Get Support: Understanding Agent Availability and Contacting Our Team

Many customers reach out asking whether a specific support agent is available or who is currently online. While we understand you may have had a great experience with a particular team member, support at Search Atlas works as a shared team. This means you don't need to wait for one person to be available to get fast, expert help. This article explains how our support staffing works and how to get your issue resolved as quickly as possible. 👥 How Support Staffing Works Our support team operates as a unified group rather than relying on individual agents. Here's what that means for you: - No single point of contact required. Any available agent can access your account history and pick up where a previous conversation left off. - Shared notes and context. Every conversation is documented, so you won't have to repeat your full story if a different agent assists you. - Coverage across hours. Because the team rotates and covers different shifts, requesting a specific person by name can sometimes delay your help if that person is offline, on another case, or out of office. In short: the fastest path to a solution is to describe your issue, not to request a specific agent. 💬 How to Reach Support You can contact the Search Atlas support team through any of the following channels: - In-app chat: Click the chat icon in the bottom corner of your dashboard to start a conversation. Once the chat bot answers, type: "Human Teammate". This is the only way available to contact support. ⚡ How to Get Help Faster The single biggest factor in a quick resolution is a clear description of your issue. When you start a conversation, please include the following details instead of (or in addition to) asking who is available: 1. What you are trying to do. Example: "I'm trying to publish a page through the OTTO SEO tool." 2. What is happening instead. Example: "The page shows an error when I click Publish." 3. Where it's happening. Note the specific tool, project, or page, and include a URL if possible. 4. Any error messages. Copy the exact text or attach a screenshot. 5. What you've already tried. This helps us skip steps you've ruled out. Providing these details up front lets the first available agent begin solving your problem immediately, rather than spending the first few messages gathering background. ✅ Example: A Strong Support Request "Hi, I'm trying to connect my Google Search Console account in the Site Explorer, but after I authorize access I get a 'Connection failed' message. I'm using the project named 'Main Website.' I've already tried reconnecting twice and clearing my browser cache. Here's a screenshot of the error." A request like this gives any agent everything they need to help right away. 🙋 Can I Request a Specific Agent? You're always welcome to mention that you previously worked with a particular team member, and we'll do our best to route your conversation to them if they're available. However, please keep in mind: - That agent may be offline, assisting other customers, or off for the day. - Waiting for one person can slow down your resolution. - Any agent can fully access your case and continue your prior conversation. If continuity matters for a complex, ongoing issue, simply reference your previous ticket or conversation number, and the next agent can review the full history. 🕒 Support Availability Our team is available during published support hours, which you can find in your account dashboard and on our Help Center contact page. If you reach out outside of these hours, your message will be queued and answered by the next available agent. For urgent account or billing matters, please flag the priority clearly in your first message. ❓ Frequently Asked Questions Is a specific agent working right now? We don't share individual staff schedules, but the support team is always staffed during business hours. Start a conversation and the next available agent will assist you. Will I have to explain my issue again to a new agent? No. All conversations are documented, so any agent can review your history and continue without you repeating yourself. What if my issue is urgent? State that it's urgent at the start of your message and include all relevant details so we can prioritize and act quickly. 🔑 Key Takeaway You don't need to wait for a specific agent to get expert help. The fastest way to resolve your issue is to clearly describe what you need, and the next available member of our team will take care of you.

🛠️ AI Agent Orchestrator: Website Building Routes to Wrong Tool

When you ask the AI Agent to build a website, it should open Website Studio automatically. In some cases, the agent opens Cloud Stack instead — or skips the action entirely when your request is phrased in past tense. ⚙️ Why the AI Agent Selects the Wrong Tool The AI Agent Orchestrator reads the phrasing of your request to decide which tool to open. Two patterns trigger incorrect routing: - Cloud Stack opens instead of Website Studio: Certain keyword combinations in your prompt match the Cloud Stack routing rule before the Website Studio rule is evaluated. - No action is taken: Past-tense phrasing — for example, "I built a website" or "I was creating a site" — signals to the agent that the task is already complete, so it skips launching any tool. 💡 How to Phrase Website Building Requests Correctly Use present-tense, action-oriented language so the AI Agent routes to Website Studio. - Use: "Build a new website" or "Create a website" - Use: "Open Website Studio" or "Start a new site in Website Studio" - Avoid: "I built a website" or "I was building a site" — past tense causes the agent to treat the task as done - Avoid: vague phrases like "work on my site" without specifying the action you want taken Naming the tool explicitly — for example, "Use Website Studio to create a site" — ensures correct routing regardless of other wording in your message. 🛠️ What to Do If Cloud Stack Opens Instead of Website Studio 1. Close or dismiss the Cloud Stack panel that opened. 2. Return to the AI Agent chat. 3. Re-enter your request using present-tense phrasing — for example: "Build a new website in Website Studio." Website Studio will open on your next prompt and you can begin building immediately. ⚠️ Known Issue Status This routing behavior has been identified and resolved by the Search Atlas engineering team. If you are still seeing Cloud Stack open for website building requests after rephrasing your prompt, contact Search Atlas support so the team can investigate your specific account. 🎯 You now know why the AI Agent may open Cloud Stack instead of Website Studio and how present-tense phrasing gets you to the right tool every time. If the issue persists after rephrasing, reach out to Search Atlas support for hands-on assistance.