Nucleus FAQs

Enterprise has the option to deliver custom CPU/GPU infrastructure per customer, telecom-grade security, 99% uptime SLAs, and dedicated implementation support.

Retail chains, food distributors, healthcare practices, and other high-volume enterprises. We customize workflows for industry-specific needs—appointment scheduling for healthcare, order management for distribution, loyalty enrollment for retail.

Our telecom platform processes 600 million to 1 billion minutes monthly. Your dedicated infrastructure scales automatically during seasonal peaks without hiring or training new staff.

Most enterprise clients are fully operational within 2 weeks to 6 months, depending on complexity and scope of automation. Healthcare and retail implementations on average are complete in 3-6 weeks.

Optional custom integrations with CRMs, ERPs, POS systems, inventory management, loyalty platforms, and industry-specific APIs. Real-time data sync ensures no information is lost.

No. We deploy alongside existing systems with minimal disruption. Your team continues normal operations while we handle integration and testing.

Healthcare: Appointment scheduling, insurance pre-qualification, reminder calls, multi-location coordination. Retail: Order processing, loyalty enrollment, inventory checks, promotional campaigns. Distribution: Order intake, delivery scheduling, substitution workflows, back-order notifications

Built for enterprise compliance requirements. By the end of 2027 we expect to be HIPAA-ready for healthcare, SOC 2 certified and GDPR compliant. Your data stays in-house with dedicated infrastructure.

Executive-grade dashboards with real-time call metrics, sentiment analysis, performance trends, and actionable recommendations. Track ROI with cost-per-call reduction and resolution time improvements.

Telecom-grade security with the option to implement dedicated CPU/GPU isolation per customer. Constant unit testing and 24/7 monitoring ensure reliability.

99% uptime SLA launching Q1 2027. Our telecom platform currently maintains 600M+ minutes monthly with enterprise-grade reliability.

Absolutely. Auto-scaling infrastructure handles peak demands—Black Friday, harvest seasons, holiday rushes—without adding headcount or sacrificing performance.

Every Enterprise deployment is tailored. We configure workflows, integrate your systems, train AI on your processes, and provide dedicated support throughout implementation.

White-glove implementation, dedicated customer success manager, custom SLAs, priority support, and ongoing optimization. Your success is our success.

Book a demo to see our platform in action. We'll analyze your needs, design a custom solution, and provide a detailed implementation timeline. Most clients see ROI within the first quarter.

Nucleus is your AI phone agent that sounds human and works 24/7 so you never miss another call.

Sign up free at nucleus.com. We automatically learn from your website and Google Business Profile to get you running in minutes—no tech team required.

Go to nucleus.com and click 'Sign Up' (or go to app.nucleus.com/register)

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'

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 and your AI Receptionist has learned about your business through your website.

Your new phone number is listed at the bottom of the portal menu. Call this number to hear your AI Receptionist answer.

Visit nucleus.com and click 'Login,' or go directly to app.nucleus.com/signin. Enter your email and password, then click 'Sign In.'

Absolutely. Premium users can bring their existing number; just email us at support@nucleus.com with your current phone number and carrier details to request a number transfer. Free users get a new number to test drive our AI.

Your AI-powered business phone number is displayed at the bottom of your portal menu. Your AI Receptionist is available to answer calls 24/7/365 that come into this number.

No, currently there is no Nucleus phone app. To access Nucleus, you simply signup at app.nucleus.com/register. After signing up, you will be in the Nucleus web application.

No, you do not need to enter any credit card details to create a Nucleus account and get your AI Receptionist working for you. The only time you will need to provide payment information is when you choose to upgrade to Premium.

No, you can keep your existing phone number and use your new Nucleus AI phone number as well.

Everything you need to get started: a new business phone number, AI Receptionist to answer 100% of your calls, 1 team member for your Receptionist to transfer calls to, 1,000 characters of business info, and basic reporting.

No, to get integrations, please book a demo with our team to learn more.

When you want to add SMS notifications, invite 10 team members, record calls, or need 10,000 characters of space in your Business Information Center for detailed business info. Just $20/month.

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.'

Pro is built for teams ready to scale. Get 20 team members, warm transfers, bi-directional SMS, sentiment analysis, KPI dashboards, and non-custom CRM integrations for $189/month. Join waitlist. Note that custom integrations are only included in the Enterprise plan.

⚠ 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 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.

Completely human. Our conversational AI carries on natural conversations—no scripted responses or robotic voices.

Yes! Go to the Reception 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 Receptionists.

We start with your website and Google Business Profile. You add custom FAQs in your Business Information Center. Your AI learns and responds just like you would.

Yes! Premium and Pro users get call recordings, transcripts, caller sentiment analysis, and detailed summaries.

Free account holders can add one team member, Premium account holders can add 10 team members, and Pro account holders can add 20 team members. Your AI Receptionist can transfer calls to team members across North America.

Login, go to Reception 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 Reception Training page.

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

To customize your Receptionist's Greetings:

1. Login to your Nucleus account.

2. Go to the Reception Training page.

3. Edit the Welcome and Goodbye messages.

4. Click 'Save.'

Nope. Set up in minutes, not weeks. No phone systems to install, no tech team required.

We are working towards SOC 2, HIPAA and GDPR compliance, targeted for the end of 2027.

Your AI will politely take a message and notify you immediately. Pro users get warm transfers to your team.

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

1. Login to your Nucleus account.

2. Navigate to Reception > Staff Directory.

3. Click 'Add Staff.'

4. Enter the team member's details:

• Full Name

• Email Address

• Phone Number (for call transfers & messages)

• Roles (e.g., "Billing," "CEO," "Customer Support")

• Missed Call Notification Preference (Email for Free users; Email or SMS for Premium users)

• Availability (Available, Unavailable, or Schedule-based)

5. Click 'Save.'

When adding a team member to the Staff Directory, you set their Availability to tell your AI Receptionist when to transfer calls to them, and when to take a message instead:

1. Login to your Nucleus portal

2. Navigate to the Reception Staff Directory page

3. Select a team member to set their Availability

4. In the Availability drop down menu, select from:

• Available. Send calls through: Your AI Receptionist will always route calls to this Team Member, regardless of the day or time of day.

• Unavailable. Take a message: Your AI Receptionist will always tell the caller that this team member is unavailable and will offer to take a message. Your AI Receptionist 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 Receptionist will only send calls to the team member during the hours you specify in the Schedule widget. Your AI Receptionist 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:

1. Select "Schedule. Accept calls based on timetable." for the team member's Availability to activate the scheduling widget

2. 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.

3. Uncheck any days of the week that the Team Member is Unavailable. Your AI Receptionist 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 Reception Settings page.

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 via Email. Premium users: Choose between Email or SMS.

No, you must choose either Email or SMS.

This section allows you to teach your AI Receptionist about your business. Your AI Receptionist will use this information to answer customer questions. If you entered a website URL when you signed up for your Nucleus Account, 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 Reception > 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 Receptionist 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 Receptionist 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 Receptionist information relevant to the Subject. Your AI Receptionist 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 Receptionist, 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.

With a Free account, you receive high-level call reporting on the Dashboard. Select the period of time you want to view data for and view:

• Total calls

• Number of calls resolved completely by your AI Receptionist

• Overall performance score of your Receptionist

• Number of current Active Calls being handled by your Receptionist

The Reporting page is available for Premium users and gives you an overview of your business call activity. You can filter by time period and view:

• Number of calls

• Average call duration

• Number of messages taken by your AI Receptionist

• Number of calls your AI Receptionist completed without needing to send a message or transfer the call

• Average caller sentiment trends

• Call status trends over time

Caller sentiment refers to the emotional tone of the conversation—positive, neutral, or negative. We're always working to improve call sentiment analysis. Currently, your AI Receptionist analyzes sentiment during each call based on the words used by the caller during the conversation, and displays an average across all calls in the Call Sentiments panel.

This graph shows the outcomes of your calls. You can filter by time period to see how call outcomes change over time and identify patterns in call handling. You'll see how many calls were resolved, transferred, unresolved, incomplete, or resulted in a message being taken.

With Premium, you get access to the entire Reporting page which provides: High level call detail records, Call Detail History: Dive into summaries, action items, and sentiment analysis for individual calls, Call Recordings and Transcripts: Enable these in your Settings→General Settings to access downloadable recordings and written transcripts of your calls going forward

Go to Settings → General Settings, and toggle on: Enable Call Recording, Enable Call Transcription. Once enabled, all future calls will be recorded and transcribed, and a disclaimer will play at the start of each call to notify your caller.

Yes! Once enabled, you can access, play, and download recordings and transcripts from the Reporting page for any future calls.

When you enable call recordings, a Recording Notice will play at the start of your calls. In your Nucleus account, head to the Reception page, and mouse over the {recording_notice} field in the Welcome Message Greeting to see the current recording notice. You cannot delete this notice, but you can move it to a different location in the Welcome Message: Type your Welcome Message and add {recording_notice} at the point in the message where you want it to play, Delete {recording_notice} from the start of the message, Hit Save

We're launching an insights Dashboard soon! Follow us on Instagram, TikTok, or YouTube for updates.

Visit the Helpdesk on our website, or email our support team at support@nucleus.com

SMB users: Use our site chat bot or email support at support@nucleus.com. Enterprise clients: Reach out to your dedicated customer success manager.

Absolutely. As you grow, we'll migrate your data and upgrade your infrastructure seamlessly. No disruption, no lost conversations. Reach out for a demo when you're ready.

Ready to scale your business? Book a Demo for Enterprise solutions. Want to try risk-free? Start Free with our SMB platform