Copilot 101
This is the platform where you access the FFH Care Queue Copilot.
What is Fuel IX?
This product offers professional-grade home monitoring with crystal-clear video and can be managed remotely through one simple app.
What is SmartHome+ Video?
This is the minimum number of discovery questions you should ask per turn when bridging.
What is 2?
This promo code gives existing mobility customers $10 off when they activate internet services.
What is M&HATL?
CCTS stands for this organization.
What is the Commission for Complaints for Telecom-television Services?
This internet speed plan is best for customers who enjoy online gaming, stream HD and 4K video on multiple devices, and run multiple connected devices.
What is Internet 500 (or Gigabit Internet)?
Discovery questions should be this type of question, NOT yes/no questions.
What are open-ended questions?
For Stream+ Basic or Premium, customers can get this discount amount off for 12 months using a promotional code.
What is $10 off?
What is the Commission for Complaints for Telecom-television Services?
What are Billing concerns, Moves (address changes), and Changes in my account?
After every interaction with the copilot, you should type this word and start a new chat for every new interaction.
What is "End"?
These are the TWO types of bundle discounts available when customers have both TELUS Mobility and Home Solutions services.
What are M&H (Mobile & Home) perks and discounts?
When bridging to SHS, these TWO plan types should be prioritized.
What are SHS Video Plans first, then SmartHome+ bundles?
This is the Black Friday 2025 promo code that gives customers $15 off TELUS TV for 24 months (launched October 29, 2025).
What is TVSAVE15?
Most billing-related CCTS complaints arise from these THREE issues.
What are missed credits, incorrect pricing, and unclear explanations of fees and proration?
If you can't access Fuel IX, you should ask your leader to submit a ticket here.
What is https://support.fuelix.ai/?
For SmartHome Security customers to receive the Mobility bundle discount, the security product must be present and the mobility account must be this.
What is linked (same name and/or same address)?
This is an example of a good discovery question: "What would make this service more valuable for you?" or this alternative.
What is "How has your current internet service been working so far?" or "What's most important for you when choosing a plan?"
This promo code gives customers $0 Professional Installation for TELUS TV, which is valued at this dollar amount.
What is TVINSTALL (or TVINSTALL200) worth $200?
When a customer mentions CCTS, BBB, Legal, or Office of the President, Home Solutions agents must immediately do this.
What is warm-transfer to EMT (Escalation Management Team)?
Every team member should do this at the start of their shift to accelerate their path to success on every call.
What is log in to their primary copilot (within 10 minutes)?
This is the monthly discount a customer receives when they bundle SHS with postpaid TELUS mobility or Koodo in National areas (excluding QC ILEC).
What is $10 off per month?
When a customer is eligible for SHS or SH+, agents should use this priority OneSource link to get subscriptions and plans.
When customers sign up for SHS with self-install, they receive a discount for this many days of service.
What is 10 days?
This is TRUE or FALSE: SmartHome Security (SHS) is a valid product for CCTS complaints.
What is FALSE? (All products are valid for CCTS complaints EXCEPT SHS)