or on the TELUS website. Simply type the details of your question and you’ll be put in touch with a human agent.
You can submit a request through TELUS Expert Messaging 24 hours a day, 7 days a week.
What are the benefits of TELUS Expert Messaging?
TELUS Expert Messaging is fast and convenient. We'll work as quickly as possible to assist you with your question or concern and you don't have to stay in the app or website to wait for a response. You'll receive a notification when a team member responds and you can follow up at your convenience. Resolved conversations are then saved for 90 days.
Select the Virtual Assistant icon (located in the bottom-right corner of your screen) to start a chat.
Type your question to the Virtual Assistant.
If TELUS Expert Messaging currently covers the help topic, the Virtual Assistant will offer the option to connect with a team member.
Select
Continue to TELUS Expert Messaging
.
What types of questions can be handled through TELUS Expert Messaging?
Currently, team members can assist with questions about the following:
Your bill
Your account, including updating your account information
Roaming and roaming charges
Resolving and disputing bill errors
In the coming weeks and months, we’ll be continuously working to expand the help topics covered by TELUS Expert Messaging.
What products and services can I get support for using TELUS Expert Messaging?
Currently, team members can help you with the following consumer products and services:
TELUS Mobility Postpaid (excluding Employee Preferred Plan (EPP])
TELUS Optik TV
TELUS Home Internet
TELUS Home Phone
TELUS Smart Hub Internet
At this time, there is
no support
via TELUS Expert Messaging for the following products and services at this time:
TELUS Mobility Postpaid on Employee Preferred Program (EPP)
TELUS Mobility Prepaid
TELUS SmartHome Security
ADT by TELUS Security
TELUS Custom Security Systems
Vivint Security
TELUS SmartWear Security
TELUS Online Security
TELUS HomePro
TELUS Subscriptions (Stream+, Disney+, Xbox Game Pass, Apple TV+, TELUS TV Digital Box)
TELUS Health Medical Alert
TELUS Health MyCare
TELUS Health MyPet
All TELUS Business services
How quickly will experts respond in the channel?
Team members will respond to your question or concern as quickly as possible. You’ll receive a notification when they respond.
What happens after my question or concern is resolved?
Once you confirm with the team member that you're satisfied with the resolution provided, the conversation will be closed.
If you initiated the conversation on the My TELUS app, you will be able to review the transcript on the
Message Centre
under
History
for 90 days. We will introduce message history to the web version of TELUS Expert Messaging later this year.
What if the expert can’t provide a resolution?
If your request requires further help from a specialized team, the team member will engage with them on your behalf and give you an update once they receive a resolution. In the rare case that your request needs to be resolved through a voice call, the team member will ensure it is passed on to the right person and arrange a callback for you.