Telus-owned prepaid brand Public Mobile is changing how its customers get help by replacing its old community-based ticketing system with a new process called Expert Messaging.

The wireless carrier started rolling out the change on August 11, with plans to have the system fully operational by August 24.

Under the new setup, customers will still start their support requests through the Public Mobile chatbot, which has been upgraded with generative messaging to answer common questions. If the chatbot cannot solve the issue, the system transfers the conversation directly to a Customer Support Agent within the same chat screen.

Unlike live chat options, the new message-based system allows users to reply whenever it suits their schedule. Customers will receive an SMS or email notification as soon as an agent responds to their inquiry.

During the phased rollout, Public Mobile says it is operating on a hybrid system:

• August 11 to 19: The new messaging experience becomes available nationwide through the Self Serve portal, alongside a phased regional rollout on the main website.
• August 24: Expert Messaging fully launches across all platforms.

Once the migration wraps up on August 24, Public Mobile will disable its long-standing CS_Agent profile on the community forums. From that point on, subscribers will no longer be able to send direct messages to the support team through the community board and must use the new chat interface instead.

One of the biggest complaints about Public Mobile was trying to get customer support through its online message boards. Let’s see if this new system will make things better or not for customers.