TELUS Assist

Learn how our virtual assistant can help you get instant answers 24/7.

How can TELUS Assist help me?

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.

Getting started

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.

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
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.

Helpful tips

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

Frequently asked questions (FAQ)

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.