TELUS Assist

• TELUS Assist is a virtual assistant that is available any time of the day, 24/7 – no need to plan a phone call or chat

• Get answers instantly on your mobile phone or desktop device

• It's quick and easy to use, with self-serve and add-on options all in one spot

• If you need further assistance during business hours, you can ask to be transferred to a live chat agent or request to have someone call you back. The agent will receive your account information and the transcript of your conversation with the virtual assistant to be able to help you quickly

Note: Chat assistance and scheduled call back are not available for some enquiries. In these cases, TELUS Assist will provide a toll-free number for our contact centre.

1. Head to telus.com/business and select the purple TELUS Assist icon on the page to launch the virtual assistant

   

   If you don’t see the purple TELUS Assist icon or window, first try disabling any ad blockers in your web browser

2. Select Yes or No depending on if you are currently a TELUS Business customer

3. Select the product or service you need assistance with

Note: For your security, you will be required to log into your My TELUS account to access any account information.

• Keep it short and simple. The virtual assistant recognizes key words to understand your question:

  “How to pay my business bill?”

  “How do I check my voicemail?”

  “Setup email on my computer”

• Use quick response buttons to access commonly requested information

  

• Use the thumbs up icon 👍 and the thumbs down icon 👎 to let us know if our answer was helpful. We use this information to enhance your future experience

  

• If you are chatting with the virtual assistant during business hours, and would like to speak with a live agent, type Agent at any time to be connected to the next available chat agent or Call to have an agent call you back

What can TELUS Assist help with?

TELUS Assist can answer almost any Business Solutions questions

Can TELUS Assist help me with all my TELUS services?

TELUS Assist can access information for all TELUS Business Mobility, Internet, and other services. For the best experience, please ensure you are selecting the correct TELUS service at the start of the session. If you require information on multiple TELUS services, you will need to restart your session to select a different service.

What languages does the virtual assistant understand?

TELUS Assist is fluent in both English and French. The assistant defaults to your preferred language on TELUS.com. To change it, go to TELUS.com on your mobile or desktop device and change your preferred language.

Do I have to log into my My TELUS account?

You do not need to log in to your account to ask general questions.

I don’t have a My TELUS account. Can I still use TELUS Assist?

Yes. General information is available without logging into My TELUS.

I am not a TELUS customer. Can I still use TELUS Assist?

Yes. The virtual assistant can help answer general questions.

Why do you ask for my name and phone number?

We ask for contact information so if you ask to be transferred to a live chat agent, the agent will have your name and number to call you back if you are disconnected.

How do I chat or speak with a live agent?

If you are chatting with TELUS Assist during business hours, type Agent to be connected to the next available chat agent or Call to have an agent call you back.