Set up locations, opening hours and holiday closures

A location is a branch or other site belonging to your business. Every business starts with a primary location whose address, service phone and opening hours are the main business details. If you have one site, edit that location rather than adding a duplicate.

How it works

Additional locations depend on your plan’s location allowance. Each can have its own name, address, phone, role, opening hours and support hours.

There are four different meanings of “hours”:

Setting	What it controls
Opening hours, closures and special dates in the Handbook, or Business hours in the full location panel	When this location is open, including dated changes.
Support hours	When a human team is available. Clear Same as org support hours to enter this location’s weekly support hours; select it again to remove the override. See Support Team settings.
Business days	Which dates count when a period is measured in business days. This is separate from visiting hours.
Calendar availability	When appointments can be offered, subject to that calendar’s hours, existing events and booking rules.

A location closure does not itself change business-day counting. Branch holiday choices also do not change the workspace’s business-day rules. Support hours have their own weekly editor; location special dates are not a separate support-hours holiday calendar. Opening hours are not the switch for turning customer replies on or off.

The support-hours grid allows up to two windows per day, initially 09:00–17:00 when added. If workspace support hours mirror the primary location, its one-time openings and dated closures can also affect support availability.

All location schedules use the workspace’s time zone. A different holiday calendar for a branch does not give it a different time zone.

Where to find it

Open the Handbook → expand What [assistant name] knows → select Business → find Locations. The section heading uses your bot’s name. Sections start collapsed, so open that heading before looking for the tab.

Click a location’s address, phone or hours value to open its editor; missing values can be opened too. The editor includes Holidays and, when available, the branch’s Holiday calendar selector. Open this location also opens the full panel, including Expanded editing and Holidays. + Add a location opens Settings → Locations, the location library. Use that library to add, remove or reorder branches and manage their integration mappings. The shared wording is under What a location is called, alongside the locations.

The workspace’s country-based holiday calendar is called its Market. Inspect or change it under Settings → Workspace → Market. If built-in holidays are unavailable, the Holidays section offers a Market settings link to that page. See business-day settings for the shared calendar rules.

Set it up

Check your existing location

Find the location by name using the path above.
Click its address, phone or hours value.
Edit the details you need.
Choose Save for the location details.
Check the displayed opening hours.
Choose Confirm hours if they are correct, or edit them as described below.

Set weekly hours and overnight opening

A window is one opening-to-closing time range. You can add several windows on a day, for example 09:00–13:00 and 14:00–18:00.

Open the location’s hours editor.
Choose Customize schedule if the hours still show as defaults.
Choose Add window beside a weekday.
Set the opening and closing times. A new weekly window starts at 09:00–17:00; replace these if needed.
Choose Save window.
Repeat for other windows and weekdays.

To edit an existing window, change its time fields and leave the pair of fields to save. Effective from sets the first date on which a weekly rule can apply; blank means no start-date restriction. An Until date means the rule stops before that date.

For overnight hours, enter the closing time on the next day: 22:00–02:00 means open until 02:00 the following morning. Keep windows from overlapping, including across midnight. Equal opening and closing times represent an overnight full-day span, not a zero-minute window; use deliberate, checked ranges.

For a weekly grid, use Expanded editing in the full panel. Draw a window and choose Regular (every week) or One-time (this date only). You can edit or move existing windows. In a weekly edit, All weeks is the default; Only this week changes just that occurrence. Switching Regular / One-time changes the window’s type. Use Undo when offered; not every operation has it. Use the compact list for exact times or on a phone.

Add one-time openings and full-day closures

Use Special dates for exceptions to the weekly schedule.

Choose Add under Special dates.
Select Date. The editor accepts today through approximately five years ahead, using the workspace’s local date. Past dates cannot be added here.
Choose Extra hours or Closed under Type.
For extra hours, enter opening and closing times. The draft starts at 10:00–14:00.
Choose Save date.
For a closure, review and confirm the closure dialog.

Extra hours add to the regular hours; they do not replace them. To replace a date’s hours in the expanded editor, Clear day removes that date’s current windows, after confirmation. You can then add the intended one-time hours. Other weeks remain unchanged.

Closed blocks the entire local date, including hours spilling in from the previous night. Extra hours do not override a closure. Remove the closure to reopen the date; the underlying schedule then applies again. The closure dialog has an optional reason. Keep it suitable for customers: it is included with the business’s opening facts.

Also close calendars with unique hours is selected by default. It closes attached custom-hours calendars too. Clear it to leave those calendars on their own hours; calendars following the branch still close. Calendars at other branches are unaffected. A calendar with no location selected uses the primary location.

Close only one calendar through the Coach

For a day off affecting one person or resource, ask the Coach to change that calendar, not the whole branch.

Name the calendar and the date or date range you want closed.
Review the proposed card. The calendar’s section names it and says only this calendar; a grouped card may also contain other changes, so check every section.
Check the dates and the before-and-after hours. A calendar-only closure does not close the branch or its other calendars.
Choose Save only when the whole card is right. A chat reply such as “yes” does not apply it.

A one-time closure or reopening keeps a calendar following the branch’s weekly hours. A reviewed change to dated hours normally keeps that link too. There is one exception: if a current opening runs past midnight and touches the requested date, the day before or the day after, the change gives the calendar its own schedule. The check includes branch hours and the calendar’s own dated openings, even an opening added earlier in the same card. An opening that ends exactly at midnight does not trigger this exception. Its current effective hours are copied before the change, so adding unrelated hours does not shift existing booking times. A weekly edit also gives the calendar its own schedule. In either case, the card warns: This calendar will have its own hours instead of following the branch. Later branch weekly changes will no longer flow to that calendar.

Replacing a calendar’s dated hours removes its previous hours on those dates; adding hours keeps the existing openings. Check both the hours and the schedule warning before choosing Save.

Reopening a calendar removes its own closure only. It cannot override a branch closure that still applies to it. The branch’s Also close calendars with unique hours choice does not widen a calendar-only closure to other calendars.

These requests need the same permissions as editing the target directly. Calendar edits need access to the branch and the appropriate calendar-editing permission; changing the branch itself needs location-management permission. If one part of a grouped card is no longer allowed or its reviewed hours have changed, none of the group is saved. Ask for a fresh card after checking the current hours and access.

You can also tell the Coach about a closed day or changed hours; it prepares a card for you to review and Save, and nothing changes until you choose Save.

Before your workspace’s first launch, if a location still uses default weekly hours, give the Coach the hours for all seven weekdays, including which days are closed. It does not fill unmentioned days with the starting hours. If days are missing, no proposal is created; supply the missing days and ask again. Set the weekly hours before requesting changes for specific dates. Review the whole week before choosing Save. This initial-week requirement does not change the manual hours editors or calendar-only changes.

During setup, correcting a pending location card keeps its other proposed days and details when they can be combined. The new card appears with the latest Coach reply and the old card becomes Replaced, with no Save action. Check the whole new card before saving it. If the location still uses default hours, the before-side says Not set yet rather than showing an assumed working week. See reviewing setup suggestions for the card statuses.

Settings

Location fields

Field in the Handbook editor	What to enter or choose	Starting value or fallback
Name (English)	The site’s name, such as “City centre”. This identifies the particular place, not its type.	At least one of the English and Hebrew names is required.
Name (Hebrew)	The site’s Hebrew name.	If the name in the screen’s language is missing, the other name is displayed.
Address	The current address customers should receive.	Can be left blank; check it before launch.
Service phone	A number for contacting this location, with its country code. In the full location panel this field is called Phone.	Can be blank. This does not connect a messaging channel. See connecting WhatsApp.
Role	Customer-facing for a place customers may visit; Fulfillment only for a fulfillment site that should not be offered as a place to visit.	Customer-facing.
What kind of place it is (English)	A word such as “clinic”, “store” or “branch”.	Blank uses the business default for English.
What kind of place it is (Hebrew)	The corresponding Hebrew word for the kind of place.	Blank uses the business default for Hebrew.
Support hours	When the team serving this location is available.	Same as org support hours is selected until you set an override.

In the full location panel, the two place-type fields are labelled What is this location called? (English) and What is this location called? (Hebrew). They are the same settings, not additional names.

The default word for a location

In What a location is called, edit Default noun (English) and Default noun (Hebrew), then choose Save. The built-in words are “branch” and “סניף”. A location’s own word overrides the business default only for that language.

The location-management area calls this What we call a branch by default. Its two fields save automatically. Use this default for a shared description such as “clinic”; use the name fields for individual names such as “North clinic”.

Default, custom and closed schedules

A new location starts with default hours, not an empty schedule that means closed. The starting hours are 09:00–17:00 on five days. The days normally follow the business’s country; older workspaces may retain a default based on their week-start setting. Check the displayed days rather than assuming they fit your business.

Default hours — not yet confirmed means the displayed starting schedule has not been approved. Those defaults are not supplied to the bot as confirmed business hours.
Customize schedule makes a location-specific schedule from the displayed defaults so you can edit the windows.
A custom weekly schedule uses the windows you entered. A day with no opening window is closed unless a one-time opening applies.
A fully closed schedule has no opening windows. Add the required hours to reopen it, or use Reset to default.

Choose Confirm hours when the displayed hours are correct. Editing the schedule also confirms it. Merely saving an address, name or phone does not confirm hours. Confirmation distinguishes reviewed opening hours from suggestions; it does not automatically decide every holiday’s hours. Resetting withdraws that confirmation, as explained below.

Holiday calendar

Holidays lists holidays and holiday eves from today through 90 days ahead, including both endpoints. It shows the selected country calendar and whether the choice comes from the workspace or this location. A holiday appearing here is not an automatic closure.

The Holiday calendar selector appears when the business has multiple locations, or when the location already has its own choice.

Automatic (…) is the default: use the country/holiday calendar selected for the workspace, called its Market. The route for inspecting or changing it is listed above.
Israel or United States selects that holiday calendar for this branch.
Selecting Automatic (…) again removes the branch override.

If no built-in holiday calendar covers your country, add closures in Special dates yourself. For business-day counting, use the separate business-day settings.

Choose an answer for each holiday date

First confirm the branch’s weekly hours. If asked, choose Confirm weekly hours. Then review each date:

Choice or status	What happens
Not confirmed	No specific holiday-hours decision has been saved for this date. For a branch with confirmed weekly hours that is normally open that weekday, the bot is explicitly told that the date’s hours are not confirmed. There is no confirmed schedule answer for that date; ordinary weekly hours are not a confirmed holiday answer.
Closed	Records a full-day branch closure.
Regular hours	Saves this branch’s current effective hours for this date, including any hours carried over from the previous night. It pins a dated answer, not a permanent “follow future weekly edits” choice.
Custom hours…	Opens a draft for this date. Enter Opens and Closes, use Add window for a break or another opening period, then choose Save. It starts from the current effective hours, or 09:00–13:00 if none exist. Extra draft windows start at 10:00–14:00.
Closed (regular)	The weekday is normally closed. Use Custom hours… to open specially.
Mark not confirmed	Removes the saved dated answer so you can decide again. It is not a “close this date” action.

To change an already confirmed answer, choose Mark not confirmed, then choose the new answer. Overnight custom hours are allowed, but cannot overlap preserved hours on the next day.

Apply Closed / Regular hours to all branches is off initially. When available and selected, the next Closed or Regular hours action also applies to eligible branches using the same holiday calendar. Each branch keeps its own hours for Regular hours. Already answered or ineligible branches are skipped; normally closed weekdays are also skipped for Regular hours. Check the applied count and skipped names. Custom hours… and Mark not confirmed remain local to the branch.

Integration locations

Where a connected integration supplies locations, the management area shows Integration locations.

Find the external location by its name and address.
Open Choose a location.
Select the corresponding omotto location.

The selection saves the link. It is a mapping to an existing location, not a new branch or another set of opening hours. The blank Choose a location option clears the mapping. These controls need integration-management permission as well as access to the location area. See connecting Shopify for the connection itself.

What happens when…

You reset to default

Reset to default removes custom weekly windows, one-time hours and closures, including stored older entries. It also withdraws the previous hours confirmation. The default hours displayed afterward are not supplied to the bot as confirmed business facts until you confirm or edit the schedule again. Review the confirmation carefully: this is not a way to undo just the last change.

This resets the location itself. Return to branch hours on an individual calendar instead deletes all of that calendar’s own weekly rules, one-time openings and closures, including older entries, without deleting the location’s rows. Its confirmation lists future calendar-specific dates that will be removed, even a calendar closure currently hidden by a branch closure. The list does not mean older entries are kept. This is a reset, not a way to undo only the last change.

You receive a holiday-hours suggestion from the Coach

The Coach can show proactive holiday-hours cards starting 14 days before a holiday group begins, for branches with confirmed weekly hours and unanswered holiday dates. A card can cover several branches or dates. The initial suggestion is to close on holidays and keep the branch’s current effective hours on holiday eves. These are suggestions, not hours already saved.

Open the card.
Review each branch, date and proposed change.
Choose Save only if the changes are right.

Applying saves the reviewed closures or dated hours to the branches’ schedules. Opening or reviewing the card alone changes no hours. Dismiss removes the suggestion without setting hours or confirming those dates. The bot still receives those dates as unconfirmed until you set their hours. You can return to Holidays in the location panel to answer them manually.

You add, arrange or remove branches

Choose + Add a location using the route above.
In the location-management area, choose Add location if the new-location panel is not already open.
Enter at least one name and the other details.
Choose Add location in the panel.
Reopen the created location to set and confirm its hours.

When your plan’s allowance is full, Add location is disabled. The primary location counts toward the allowance. Ask the owner to review the plan rather than creating another site elsewhere.

The management list has Move up and Move down controls. These change the order, not which location is primary.

Delete is available only for non-primary locations and requires confirmation. It removes that location, its schedules and its integration mappings. You cannot delete the primary location. Calendars attached to a deleted location lose that attachment; inherited hours then use the primary location. Review calendar locations and availability before removing a branch.

You remove a recurring window

Delete window offers three scopes:

Only this date removes one occurrence, not the weekly rule.
From this date onward stops occurrences from the chosen date, leaving earlier ones unchanged.
All weeks deletes the saved weekly rule.

The dialog explains the impact and disables choices that would remove nothing. A removed single occurrence appears as an Exception; Restore brings it back.

You change hours after appointments have been booked

Changing hours changes availability for new bookings. It does not cancel, move, rewrite or send notices about existing appointments. Review those separately in Meetings.

You save or cancel an edit

Where you edit	How changes save
Handbook location details, including support hours	Explicit Save; Cancel discards unsaved details.
Handbook default-word editor	Explicit Save.
Existing location details and default-word fields in the management area	Automatically; check the save indicator at the top.
New location	Add location creates it.
Opening hours and special dates	Independently, when you finish a time edit, save a new window/date or confirm an action.
Holiday custom-hours draft	Its own Save.

Cancelling the Handbook details editor does not undo schedule changes already saved there.

An import finds details on your website

A knowledge import can suggest an address, service phone or opening hours. A discovered detail is not an approval.

Choose Import knowledge below the Handbook’s knowledge tabs to find the import’s review page.
Check the suggested details against the current business facts.
Edit an address or phone value if needed.
Use Don’t use for incorrect suggestions. Opening hours cannot be edited inline on this review page; reject incorrect hours instead.
Resolve conflicts and choose Approve & finish when the remaining suggestions are right.
Reopen the location editor to check the result and enter any missing hours.

Troubleshooting

No editing controls: ask the owner to check your permissions. Location management and integration mapping have separate permissions.
Hours overlap: correct the ranges, including the next day’s hours for overnight opening. The rejected change is not saved.
Hours changed elsewhere: review the latest version shown before editing again.
A past or distant special date cannot be selected: new special dates must be between today and approximately five years ahead. Check the workspace’s local date.
A holiday is missing: the list covers today through 90 days ahead only. Check the selected holiday calendar. For a date outside that list, use Special dates within its allowed date range.
Holidays have no action buttons: confirm the weekly schedule and check your editing permission. A fully closed branch needs opening hours restored first.
Hours will not load: use Retry. If loading or saving still fails, contact support with the location name and the action you were trying to take, without sharing passwords.