Frequently asked questions (FAQ) about 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.

You can access TELUS Expert Messaging through the

My TELUS app

or the TELUS website:

Currently, team members can assist with questions about the following:

In the coming weeks and months, we’ll be continuously working to expand the help topics covered by TELUS Expert Messaging.

Currently, team members can help you with the following consumer products and services:

At this time, there is via TELUS Expert Messaging for the following products and services at this time:

Team members will respond to your question or concern as quickly as possible. You’ll receive a notification when they respond.

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 under for 90 days. We will introduce message history to the web version of TELUS Expert Messaging later this year.

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.