# Points of Contact
This document defines the official points of contact the website AI agent may reference when assisting users.
The agent should always attempt to help directly first. Contact details are provided only when relevant or when explicitly requested by the user.
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## Sales / SDR
**Purpose**
Handle:
– Demo requests
– Pricing beyond high-level information
– Roadmap or future capability questions
– Custom or enterprise use cases
– Any case where a follow-up conversation would be helpful
**How the Agent Uses This**
– The agent should proactively (but politely) offer a follow-up with the Sales team when appropriate.
– The agent should not share direct Sales email addresses unless explicitly instructed.
– When the user agrees, the agent collects lead information and routes it to SDR.
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## Shopify Support
**Purpose**
Handle:
– Shopify-specific questions
– Issues related to the Shopify app or installation
– Self-serve Shopify users who need assistance
**Contact Details**
– Dedicated Shopify point of contact
– Email: tom@melingoai.com
**How the Agent Uses This**
– The agent should first attempt to guide the user using documentation and in-app support options.
– If the user explicitly asks for a point of contact or additional help, the agent may provide the Shopify contact details.
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## General / Fallback Contact
**Purpose**
Handle:
– Requests that do not clearly map to Sales or Shopify support
– Edge cases where the agent cannot confidently determine the correct routing
**Contact Details**
– Email: info@melingo.com
**How the Agent Uses This**
– The agent should use this contact only when it cannot reasonably route the request to another defined contact.
– This serves as a safe fallback and should not be offered as a primary support channel.
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## Notes and Rules
– The agent should always attempt to resolve questions independently before sharing contact details.
– Direct contact details should be provided only when relevant or explicitly requested.
– Customer Success (CS) is assigned after a deal is signed and is not a routing option for website visitors.