Nucleus Frequently Asked Questions

You have questions.
We have the answers.

Nucleus Frequently Asked Questions

You have questions.
We have the answers.

Getting Started with Nucleus AI

To create your Free Account and get your AI employee working for you:

  1. Go to Nucleus.com and click ‘Activate Now’ (or go to app.nucleus.com/register)
  2. Complete the form:
    • Enter your Email Address
    • Pick a password
    • Check the box to agree to our Terms of Use and Privacy Policy
    • Click ‘Sign Up’
  3. Now we’re going to train your AI employee:
    • Enter your Business Name
    • Enter your Website URL (if applicable)
    • Enter your Full Name
    • Enter your Mobile Phone Number

You’re now in the Nucleus portal! Your new phone number is listed at the bottom of the portal menu. Call this number to hear your AI Attendant answer.

Your AI-powered business phone number is displayed at the bottom of your portal menu. This number is available 24/7 to answer calls.

New users get full access to all Premium features for seven days. After the trial, you can continue with a Free plan or upgrade to Premium.

Upgrading, Billing, & Account Management

  1. Login to your Nucleus account.
  2. Click on your Account Avatar in the top-right corner of the portal.
  3. Click ‘Upgrade to Premium.’

⚠ Closing your account is permanent and non-reversible. Any remaining time on a paid subscription will be forfeited.
To close your Free or Premium account:

  1. Login to your Nucleus account.
  2. Click on your Account Avatar in the top-right corner.
  3. Select ‘Account.’
  4. Select ‘Close Account.’
  5. Confirm that you want to close your account.

Click on your avatar in the top-right corner of the portal to access Account Settings, Billing, and a link to our FAQs.

Free vs. Premium Accounts

Feature Free Plan Premium Plan
AI Attendant with customizable Greetings

✅

✅
Business Information 1,000 characters 10,000 characters
Staff Directory Up to 10 members Up to 100 members
Missed Call Notifications & Messages Email only Email & SMS
AI Voice Selection Limited options Full selection

  • Upgrade to a Premium account.
  • Email us at support@nucleus.com with your current phone number and carrier details to request a number transfer.

Yes! Go to the Attendant Settings page, select a voice from the Voice Profile dropdown, and click ‘Play Voice Preview’ to listen. Premium users have access to additional voices.

Yes! We’re working with premium voice providers to introduce more realistic AI Attendants.

Free account holders can add ten team members, and Premium account holders can add 100 team members.

Login, go to Attendant Settings, and select your time zone. This timezone applies to scheduled staff availability.

Your Nucleus account is pre-configured with a standard Welcome greeting. This greeting includes your company name as it appears in the “Business name” field on the Attendant Training page.

Your Nucleus account is also pre-configured with a Goodbye message. Your AI Attendant will say this message on a “best effort” basis. This means your AI Attendant will use conversational cues to detect the caller’s intention to end the call.


To customize your Attendant’s Greetings:

  1. Login to your Nucleus account.
  2. Go to the Attendant Training page.
  3. Edit the Welcome and Goodbye messages.
  4. Click ‘Save.’

Managing Calls, Staff, & Messages

The Staff Directory allows your AI Attendant to transfer calls to team members by name or role. If a staff member is unavailable, the AI Attendant will take a message and send it via email or SMS (Premium only).

  1. Login to your Nucleus account.
  2. Navigate to Attendant > Staff Directory.
  3. Click ‘Add Staff.’
  4. Enter the team member’s details:
    • Full Name
    • Email Address
    • Phone Number (for call transfers & messages)
    • Roles: These are any job titles or tasks this team member is responsible for. Roles tell your AI attendant who to transfer calls to based on callers’ inquiries. Type the team member’s role in the box (such as “billing”, “CEO”, “hairstylist”) and hit Enter/Return or Tab on your keyboard. Enter as many roles as you want.
    • Missed Call Notification Preference (Email for Free users; Email or SMS for Premium users)
    • Availability (Available, Unavailable, or Schedule-based)
  5. Click Save

Yes, most US and Canadian destinations are supported. However, some high-cost destinations are blocked.

No, only North American numbers are supported at this time.

  • Free users: Receive missed call notifications and messages via Email.
  • Premium users: Choose between Email or SMS.

No, you must choose either Email or SMS.

When adding a team member to the Staff Directory, their Availability so your AI Attendant knows when to transfer calls to them, and when to take a message instead: 

  • Login to your Nucleus portal 
  • Navigate to Attendant Staff Directory page
  • Select a team member to set their Availability 
  • In the Availability drop down menu, select from: 
    • Available. Send calls through: Your AI attendant will always route calls to this Team Member, regardless of the day or time of day.
    • Unavailable. Take a message: Your AI attendant will always tell the caller that this team member is unavailable and will offer to take a message. Your AI attendant will then deliver the caller’s message via Email or SMS/Text to the team member, depending on what delivery mechanism has been set in their team member profile. 
    • Schedule. Accept calls based on timetable: Your AI attendant will only send calls to the team member during the hours you specify in the Schedule widget. Your AI attendant will take a message and deliver the message for any calls outside of those hours. 
  • To set Availability hours (office hours) in the Schedule widget:  
    • Select “Schedule. Accept calls based on timetable.” for the team member’s Availability to activate the scheduling widget
    • Set your team member’s availability hours by checking any days of the week this team member is available to take calls. Set their Available hours for each day by clicking in the From and To drop-down boxes.
    • Uncheck any days of the week that the Team Member is Unavailable. Your AI attendant will take messages and forward them via phone Email or SMS/Text on these days. 

Please note: You cannot currently set a time zone for each team member; a time zone can only be set for your entire business. Therefore, if you have a team Member who works in a different time zone, you must set their Availability hours according to the time zone you selected for your business on the Attendant Settings page.

Training Your AI Employee

This section allows you to teach your AI Attendant about your business. Your AI Attendant will use this information to answer customer questions.

If you entered a website URL when you signed up for your Nucleus AI Attendant, you may already have pre-populated information cards in the Business Information section. You should read these over to confirm the content is accurate.

  1. Login to your Nucleus account.
  2. Navigate to Attendant > Training > Business Information.
  3. Click ‘Add Information Card.’
  4. Enter a Subject (question or topic).
  5. Enter a Body (detailed answer).
  6. Click ‘Save.’
  7. Call your AI Attendant to confirm to test them.

To remove an information card, click Remove card.

Subject: The Subject of the card can be a question, or topic that relates to the content in the Body of the card. Your AI Attendant will use this Subject to determine if the content in the card is relevant to the caller’s question.

Subject Examples: “What are your hours of operations?” or “Services” 

Body: The Body is where you give your AI Attendant information relevant to the Subject. Your AI Attendant will use this information to construct an answer or conversation with the caller. 

Body Example 1: We are open Monday to Friday, 8am to 4pm. Closed Saturday and Sunday.

Body Example 2: We have a variety of services including tire rotations, engine checks, and internal and external vehicle cleaning. On Wednesday we have a drop-in service to bring your car for headlight checks. 

When you’re done inputting knowledge cards, be sure to click Save and watch for the confirmation message. Then, test your system by calling your AI Attendant, asking it questions, and adjusting your information cards as needed.

  • Hours of operation
  • Services offered
  • Pricing information
  • Frequently asked questions (FAQs)

There is no limit to the number of information cards, but:

  • Free users are limited to a total of 1,000 characters of information
  • Premium users can add up to 10,000 characters of information

The character counter at the top of the Business Information section will show you how many characters you have left.

Support & Upcoming Features

  • We’re launching Dashboard & Reporting features soon!
  • Follow us on Instagram, TikTok, or YouTube for updates.

  • Call our Nucleus AI employee, Alice, at 647-945-0261.
  • Visit the Helpdesk on our website.
  • Email our support team at support@nucleus.com.