Set up and manage Nexus Phone Service
Nexus Phone Service brings company numbers, call routing, business texting, departments, and dedicated staff lines into one settings area.
Last verified July 22, 2026 · Nexus web app
Before you begin
Decide which number should be your main company line, who should answer each number, and how calls should be handled during and after business hours.
For business texting registration, have your company's legal name, address, website, tax information, and examples of the messages customers will receive available.
Open Phone Service
Go to Settings → Communications → Phone Service.
The Starter Plan gate explains the available phone features and provides options to unlock them or compare plans.
If you see Phone Service Required
The Phone Service Required page means Nexus Phone Service has not been activated for the current plan.
- Review the phone-service benefits shown on the page.
- Click Unlock Phone Features to begin changing the plan, or click View All Plans to compare the available options.
- Complete the plan steps shown in Nexus.
- Return to Settings → Communications → Phone Service.
The phone setup and management tabs appear after Nexus Phone Service is activated.
Phone Service tabs
After activation, the page includes:
- Phone Numbers
- A2P Registration
- AI CSR
- Call Center
- Direct Lines
Some tabs and actions depend on your company's active phone features and current setup.
Complete first-time setup
If no company number is active, Nexus shows Get Started with Phone Service or Complete Phone Service Setup.
- Click Start Phone Service Setup or Start Service, whichever appears.
- Follow the on-screen steps to choose a company number.
- Review the number before confirming the setup.
- Return to Phone Numbers and choose the Main Company Line.
If the current plan does not include Nexus Phone Service, the setup page provides a link to review the available plan.
Add and organize phone numbers
Open Phone Numbers.
Choose the main company line
- Find Main Company Line.
- Open the number list.
- Select the number customers should recognize as your primary line.
Nexus uses this number as the default caller ID for outbound calls.
Add another number
- Click Add Another Number.
- Follow the prompts to select the number.
- Finish the setup.
- Return to Phone Numbers and find the new line in the list.
The usage section shows how many numbers are currently available on your plan.
Assign a number
- Find the phone number.
- Open its three-dot menu.
- In Phone Number Settings, choose any applicable settings:
- Campaign for source attribution;
- Assign to Staff Member for an individual owner;
- Department for call-center routing; and
- AI Routing Override when this line should use different receptionist behavior.
- Click Save Changes.
The number list shows its campaign, staff assignment, department, and whether it is the main line.
Complete Business Texting Registration
Open the tab labeled A2P Registration to complete Nexus Business Texting Registration.
- Click Start Registration and enter the requested company information.
- Review the information carefully before submitting it.
- Watch the status shown on the page.
- When prompted, complete the next business-registration step.
- Click Register Campaign and describe how your company uses text messages, including the requested examples and customer consent details.
- Return to this tab to monitor the registration status.
The next available action changes as each step is completed. If Nexus shows a registration notice at the top of Phone Service, open this tab and complete the step identified there.
Configure the Nexus receptionist
Open AI CSR to manage how the Nexus receptionist handles inbound calls. Review the greeting, conversation instructions, scheduling behavior, and routing choices before turning the receptionist on for customer calls.
Use AI Routing Override in a specific number's settings only when that line should behave differently from the company-wide receptionist setup.
Configure Call Center departments
Open Call Center.
For each department:
- Add or open the department.
- Assign the phone numbers that should reach it.
- Assign the staff who answer its calls.
- Set business hours for each day and confirm the time zone.
- Choose how calls route during business hours.
- Choose a separate after-hours route when needed.
- Review the welcome greeting, queue prompt, hold music, overflow route, call recording, and voicemail settings.
- Save the department.
Routing choices can include department staff, the Nexus receptionist, voicemail, another department, or an outside number. Test both business-hours and after-hours behavior after making a routing change.
Set up Direct Lines
Open Direct Lines to manage dedicated company numbers for individual staff. Choose the staff member, number, routing, and voicemail settings shown in the setup.
If Direct Lines shows a plan notice, follow the on-screen option to review availability.
Troubleshooting
The page keeps showing first-time setup
Finish the number-selection steps, then return to Settings → Communications → Phone Service. Confirm the selected number appears under Phone Numbers.
Add Another Number is unavailable
Review the usage section for your current number limit. Also confirm your role allows phone settings changes.
Business texting is not ready
Open A2P Registration and review the status for each registration step. Complete any step marked as needing information. A submitted step may remain under review before the next action becomes available.
Calls reach the wrong person or department
Open Phone Numbers, open the number's three-dot menu, and check Assign to Staff Member, Department, and AI Routing Override. Then review that department's business-hours and after-hours routing.
Outbound calls show the wrong number
Return to Phone Numbers and update Main Company Line.