Safaricom has explained how customers can bypass its automated customer care menu and speak directly to a human agent after growing complaints that its phone support system disconnects callers without offering access to a real person.
The clarification follows complaints from customers on social media, with several questioning whether the telecommunications company had replaced human customer care representatives with artificial intelligence.
Customers have repeatedly raised the concerns on Safaricom’s official X support account, @Safaricom_Care, demanding an easier way to reach customer service.
How to bypass Safaricom’s automated customer care system
Safaricom uses an Interactive Voice Response (IVR) system to handle calls made through its customer care numbers.
Customers calling 100 for prepaid services or 200 for postpaid services are first taken through an automated menu that asks them to select their preferred language before presenting different service categories.
According to Safaricom, customers calling the 100 helpline must first navigate the automated menu and select the category related to their problem before accessing the option to speak to an agent.
However, the company has confirmed a shortcut that allows callers to reach a human representative without going through all the menu options.
Customers can press 0 directly from the main menu to be placed in a queue for a customer care agent.
In a July 2026 response to a customer on X, Safaricom Care explained:
“Sorry you will get the “Speak to an Agent” option on the third attempt menu replay on dialing 100(IVR); and also when you press 0 directly from the main menu you get queued to connect with an agent.”
The company added that the option to speak to an agent also appears when the automated menu plays for the third time without the caller making a selection.
Safaricom has also advised customers experiencing difficulties with its phone support system to seek assistance through direct messages on its social media platforms.
Other ways to contact Safaricom customer care
Customers who cannot reach a human representative through the phone helpline can use several alternative support channels.
1. Contact Safaricom through WhatsApp
Safaricom operates an AI-powered virtual assistant known as Zuri, which is available on WhatsApp.
Customers can save 0722 000100 and send the message “Hi Zuri” to begin a conversation.
The virtual assistant handles routine requests, including M-PESA reversals, PUK retrieval and the purchase of airtime and data bundles.
2. Reach Safaricom through social media
Customers dealing with complicated issues, including suspicious transactions and Home Fibre connectivity problems, can contact Safaricom through its verified social media accounts.
The company has directed affected customers to send their complaints and relevant details through direct messages on X via @Safaricom_Care and its official Facebook page.
3. Visit a Safaricom shop or use email
Customers whose complaints require physical verification can visit Safaricom shops across the country.
Email support also remains available for customers who prefer submitting their concerns through written correspondence.
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