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BYU PATHWAY WORLDWIDE
Phone Number on Help Center
Phone Number on Help Center
Phone Number Added on the Help Center Home Page
Phone number will be visible to students in the United States and Canada starting on 23 March 2026
We expect an increase in phone calls, as it is easier to find our phone number
Call Backs
Call Backs
When students call in and no one is available to answer, they are added to a queue.
Calls in the queue are offered to agents as they become available.
This is one reason why agent availability is so important. It prevents students from waiting in the queue.
To keep people from waiting in the queue during our busiest times, we have added a call back feature to our inbound calls.
If a student calls and there are no agents available, they will be given the option to press 1 to get a call back instead of waiting.
When the student presses 1, the call will end, but they will stay in our queue.
When the next agent is available, Reach will call the student and give the call to the agent.
What does this look like for agents?
Call Backs will be assigned to agents, just like regular inbound phone calls.
The main difference will be in the notification. It will say “Call Back” instead of “Incoming Conversation.”
When agents answer the phone, they will follow normal procedures to help the student, but they should be aware that we called them back.
This is what the notification will look like when you receive a call back.
The rest of the call will look the same as you are used to.
Prospective Student Cases
Prospective Student Cases
We are now able to create cases for prospective students/general contacts Because of this, we expect there to be a case for EVERY CALL.
Seriously, every phone call will now need to have a case.
Either create a new case, if one doesn’t exist, or add notes to an existing case.
There are NO EXCEPTIONS to this rule.
You will be QAed on this
Reminder
Remember that we should NEVER add a new contact into Reach. This causes many issues on the back end and can lead to cases being lost.
How to create a prospective student case
1. Open the Case View
2. Click on + New Case
3. Change the case view to Prospective Student Case by using the drop-down at the top of the page.
4. Fill out the Case Title and Portal Product/Service
5. Next we will be adding a Lead to the case.
A lead is different than creating a contact.
We should never create a contact record in Reach.
If the student has already contacted us, a lead may already exists.
To check if a lead exists, search in the “Prospective Student” field.
If one exists, click on the name to add it to the case.
6. If a lead does not exist, create one by clicking on “+ New”
Add the potential student’s name, email address, and phone number.
TIP: An easy way to get the student’s email and phone number is by saying “Can I get your email and phone number so that I can contact you if our call is disconnected?”
7. After creating the lead, add the lead to the case by searching for it in the “Potential Student” field
8. Click save
9. Add case to the phone support queue
Once saved, you can fill out the case as normal
Emailing Prospective Students
We will be able to send emails to prospective students using Reach.
For now, students will NOT be able to reply to these emails.
When emailing students, make it clear that we will not see responses to those emails.
If the student needs additional help, they’ll need to call us back in.
If you need screenshots from the potential student, we will have to collect those via a Zoom/Teams call.
To email a prospective student, first create their case
Then click on + in the timeline and select Email
You will see Lead in the To Field.
When you send the email, it will go to the email address in the lead
Reminder
We won’t see any replies to these emails, so potential students should call us back if they need additional help
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