TELUS Assist

• TELUS Assist is a virtual assistant that is available 24/7. No need to schedule a phone call or online chat
• It gets you answers to questions about your TELUS service instantly on your mobile device or desktop
• It's quick and easy to use, with self-serve and add-on options all in one spot
• It answers almost any Mobile or Home Solutions question and helps you manage your TELUS account by performing account transactions, such as checking your account balance, resetting your account password and topping up data
• 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
• After hours, you can schedule a call back for the next day

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

Important: In case you don’t see the purple TELUS Assist icon or window at the bottom right, try disabling the ad blocker in your web browser. If you don’t want to disable your ad blocker, please visit us at telus.com/support for help.

1. TELUS Assist is available throughout the website on various pages. Whenever you see the purple TELUS Assist icon at the bottom right, select it to launch the virtual assistant. For both mobile and desktop users, TELUS Assist is open by default on this page for ease of use. Proceed to step 2 to interact with the virtual assistant
2. Select Mobility for questions about your mobile phone and mobile services or Home for questions about your TV, home phone, Internet, email and home security services

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

1. Keep it short and simple. The virtual assistant can recognize keywords to understand your question

Example:
“How much is my bill?”
“Add Easy Roam”
“Check my data”

2. You can also use our quick response buttons to access answers to common questions

• If you are chatting with our 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.
• Note: Chat assistance and scheduled call back are not available for some enquiries. In these cases, TELUS Assist will instead provide a toll-free number for our contact centre
• Bookmark telus.com/VirtualAssistant for easy access in the future
• In case you don’t see the purple TELUS Assist icon or window at the bottom right, try disabling the ad blocker in your web browser. If you don’t want to disable your ad blocker, please visit us at telus.com/support for help

How can TELUS Assist help me?

TELUS Assist can access information on all personal TELUS Mobility and TELUS Home services. For the best experience, make sure you are selecting the correct TELUS service at the start of the session. If you require information about multiple TELUS services, you'll need to restart your session and 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 device or desktop and change your preferred language.

Do I have to log in to my My TELUS account?

For your security, you must log in to your My TELUS account before you access any account information. You don't 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. Our virtual assistant helps with account questions and transactions, but it can also answer general questions.

Why do you ask for my name and phone number?

We ask for contact information so if you transfer to a live chat agent, the agent will have your name and number to call you back in case you get 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.

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