Some further feedback on this. If we notice a user post multiple messages in a row we can get ahead of the VA trying to turn them all into individual messages by doing the 📌 on the first message and the 🎫 on the last message - this still works to stop there being an inflow of 3+ messages. However, the VA doesn't seem to understand what we did, and ended up asking in multiple threads if help is still needed, and then it also asked directly in the channel as well. I can't select either yes or no in response to the bot, as it's now no longer responding to to a user's message. In addition to the VA handling this behavior itself, I'd like to add on that if a human agent already combines multiple messages, the VA should be able to handle ignoring those.
Suggestion
Some further feedback on this. If we notice a user post multiple messages in a row we can get ahead of the VA trying to turn them all into individual messages by doing the 📌 on the first message and the 🎫 on the last message - this still works to stop there being an inflow of 3+ messages. However, the VA doesn't seem to understand what we did, and ended up asking in multiple threads if help is still needed, and then it also asked directly in the channel as well. I can't select either yes or no in response to the bot, as it's now no longer responding to to a user's message. In addition to the VA handling this behavior itself, I'd like to add on that if a human agent already combines multiple messages, the VA should be able to handle ignoring those.