What is Knowledge?

Knowledge is your firm's knowledge base for email responses. When you add frequently asked questions and their answers, Ping's AI uses them as reference when drafting email replies—ensuring your responses are consistent, accurate, and aligned with your firm's standard answers.

Why Use Knowledge?

  • Consistency: Every email draft references the same approved answers.
  • Time savings: No need to re-type common responses.
  • Accuracy: The AI pulls from your verified information, not guesses.

How to Access Knowledge

  1. Click your name at the bottom of the left sidebar, then click Settings.
  2. Open the Knowledge tab.

Ping screenshot

Adding a New Knowledge Entry

  1. Click New.
  2. Enter the Question (up to 500 characters).
  • Example: "What documents do I need for quarterly taxes?"
  1. Enter the Answer (up to 2,000 characters).
  • Example: "You'll need your W-2s, 1099s, and bank statements from the quarter."
  1. Click Save.

Ping screenshot

Editing or Deleting a Knowledge Entry

  1. Find the entry in your list.
  2. Click on it to open the edit modal.
  3. Make your changes and click Update, or click Delete to remove it.

Bulk Import Knowledge (CSV)

If you have many entries to add, you can import them all at once:

  1. Click Import.
  2. Click Download template to see the required format.
  3. Fill in your questions and answers in the CSV file.
  4. Drag and drop your file (or click to upload).
  5. Review the preview — Ping will show you which entries are valid and flag any duplicates or errors.
  6. Click Import to add all valid entries.

Ping screenshot

CSV Format Requirements

Paste this into a plain text editor or save a spreadsheet with these headers:

Code snippet

question,answer "What is your cancellation policy?","Clients can cancel with 30 days notice." "Do you offer payment plans?","Yes, we offer monthly payment plans for engagements over $5,000."

How the AI Uses Your Knowledge

When Ping drafts an email reply, it automatically checks your Knowledge entries for relevant information. If a client asks a question you've already answered in Knowledge, the AI will reference that answer in the draft.

Note: You don't need to do anything extra—just keep your Knowledge entries up to date, and Ping handles the rest.

Tips for Great Knowledge Entries

  • Be specific: "What are your office hours?" is better than "Hours?"
  • Keep answers complete: Include all the details someone would need.
  • Update regularly: Remove outdated info and add new common questions.
  • Think like a client: What do they ask you repeatedly via email?