Tell your assistant your opening hours and policies

You tell your assistant your opening hours and policies by writing them down in your Knowledge base and publishing them. There is no separate opening-hours setting: opening hours, delivery, returns and anything else customers often ask about all live there, and the assistant answers from what you publish.

During setup

The Store policies step of the guided setup has four boxes: Delivery, Returns and refunds, Opening hours and Other things customers ask. Fill in the ones that apply and select Save and continue. Each one you save is added to your knowledge base and published, so the assistant can use it at once. The step then shows Saved — edit in Knowledge. If it shows Draft — finish in Knowledge instead, open Knowledge and publish it there.

Adding or changing something later

1. Open Knowledge in the sidebar.
2. Select Add something.
3. Give it a Title, such as "Opening hours" or "Christmas opening".

4. Choose What kind of thing is it?:

   • A policy (delivery, returns, refunds)
   • A common question
   • Something else
5. Write the answer in What it says (up to 20,000 characters).
6. Save it. New items start as drafts: select Publish so the assistant can use it.

To change an item, select Edit. To stop the assistant using it, select Unpublish or Archive.

Tips for good answers

• Write it the way you would say it to a customer. "We're open 8am to 10pm, Monday to Saturday, and 10am to 4pm on Sunday" works better than a table.
• Be specific. Include delivery areas, minimum order values, collection times and how long refunds take, if those apply to you.
• Cover each location. If your shops have different hours, say which hours belong to which shop.
• Plan for changes. Add a separate item for bank holidays or seasonal hours, publish it when it applies and unpublish it afterwards.
• Test it. Ask the assistant the question in the test console and check the answer.