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How to get through to a human

3 min read

Pick the menu option for billing, cancelling or complaints, call early in the morning or mid-week, and ask for a callback if it's offered. Or let your simp wait on hold for up to 6 minutes, then let you know so you can take over.

Liam

What you can do yourself.

It varies by company, so treat these as what usually works rather than what always does.

  1. Step 1Pick billing, cancelling or complaints

    Those options usually reach a person fastest, because they are the calls companies least want to lose.

  2. Step 2Ask for an advisor, or press 0

    If the menu doesn't understand you, saying "speak to an advisor" or pressing 0 works on some lines, not all.

  3. Step 3Call when it's quiet

    First thing in the morning and mid-week tend to have the shortest queues. Monday mornings and lunchtimes are usually the longest.

  4. Step 4Take the callback

    If they offer to ring you back, say yes. You keep your place without being stuck on hold.

  5. Step 5Have your details ready

    Keep your account number and postal code to hand before you dial, so you don't lose the person while you look.

  6. Step 6Try chat or the app

    Live chat or the company's own app sometimes has a shorter queue than the phone line.

The catch: none of this makes the queue shorter. On a busy line you still wait, and you have to be there when someone picks up.

How a simp does it.

Alex needed an appointment. Liam rang and waited in the queue, and when the receptionist picked up, Alex took over.

LiamLiam - Sit in the queueOutgoing - AI number - 5:00
Example call
  1. 00:00 - Phone menuYour call is important to us. You are caller number 12.
  2. 02:40 - LiamStill holding.
  3. 04:52 - ReceptionistFront desk, sorry about the wait.
  4. 04:55 - LiamHi, I'm Liam, calling for Alex about an appointment. Please hold - I'm connecting you to Alex.

You tapped Take over. 4 minutes of hold music you did not hear.

Can an AI wait on hold for me?

Yes. Your simp rings the number, works through the phone menu and waits on hold for up to 6 minutes, then lets you know so you can take over. If a person answers first, you tap Take over in the Simp app and pick up for the conversation. Any call your simp is handling ends after 10 minutes.

Hold time counts towards your AI minutes, the same as the rest of the call, so a call that holds for the full 6 minutes uses 6 of them. Simp AI includes 20, Simp+ includes 30 and Simp Pro includes 50 AI minutes a month. If you run low, top-up packs of 10, 20 or 30 minutes are in the app and last 60 days from when you buy them.

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Your simp waits on hold for up to6 minutesthen lets you know so you can take over.
Any call your simp is handling ends after10 minutes

Your simp holds. You talk.

Tell your simp who to call and why. It works through the menus and waits on hold for up to 6 minutes, then lets you know so you can take over. When a person answers, you tap Take over and pick up for the actual conversation.

What it can't doYour simp doesn't pretend to be you. You take over when a person answers, so anything that needs you, like security questions, stays with you. It never gives out your passwords, PINs or security answers. It only makes the calls your simp is allowed to make.What your simp is allowed to do

Questions about getting through to a human.

Does waiting on hold use my AI minutes?

Yes. Time your simp spends waiting on hold comes out of your monthly AI minutes, the same as the rest of the call. You can top up in the app if you run low.

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How long will my simp wait on hold?

Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. Any call your simp is handling ends after 10 minutes. Hand-over isn't automatic: you tap Take over in the Simp app.

What your simp is allowed to do
What happens if they ask security questions?

You tap Take over before it gets that far, and answer them yourself. It never gives out your passwords, PINs or security answers.

What your simp is allowed to do
Liam

Let your simp do the waiting.

Every plan comes with a simp that waits on hold for up to 6 minutes, then lets you know so you can take over.

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