One source, one agent
Upload the page. Desk splits it into passages and keeps the title next to every match.
Answer the ticket from the page you already wrote.
Paste a refund policy, a pricing page, a setup note. Desk answers the visitor only when a sentence in that source matches, and it names the page.
How long do refunds take?
Refunds are issued within 14 business days of the request.
From: Refunds
What is the office wifi password?
I don't have that in the sources for this agent.
A refusal is a feature
If the question is not in the sources, the agent says so. It does not invent a policy.
A script for the site
Copy one line onto the page. Visitors ask there. You read the thread in the desk.