An urgent notice is a short-lived fact that beats everything else. It's injected into every AI reply and overrides anything in the knowledge base that contradicts it, until the expiry time you set.
That's what you want for "we're closed today due to a staff event". It is exactly what you don't want for permanent facts — those belong in a Note.
How do I add one?
- Knowledge → Urgent → Add Urgent Notice.
- Write the notice text (up to 1,000 characters). Be specific and dated: "We are closed today (June 18) due to a staff event. We reopen tomorrow at 9am."
- Set an expiry. There's an End of today shortcut. The notice must expire in the future, and it stops overriding answers automatically at that time.
- Make sure Active is ticked, and add it.
What should I use an urgent notice for?
Short-lived facts that would otherwise make your assistant wrong:
- Unexpected closures, holiday hours, weather days.
- A service outage or a shipping delay.
- A product recall, a sold-out item, a paused promotion.
- A phone line that's down and an alternative to use instead.
What should I not use it for?
- Permanent knowledge. It expires, and then the fact disappears.
- Life-threatening emergencies. An urgent notice is not a safety mechanism. If you need the assistant to recognise a real-world emergency and tell someone to call 911, that's Emergency escalation.
Does it expire on its own?
Yes — that's the point. After the expiry time it stops influencing answers, and it shows in the list as Expired. You don't need to remember to take it down, but do delete stale ones to keep the list readable.