Issue Summary

When submitting an email request to a JSM project and the email channel has the Virtual Service Agent toggled on, with AI Answers enabled with a connected KB, customer's receive duplicate email responses from the interaction they had with the VSA.

Steps to Reproduce

1. Make sure the project has the following enabled
   1. AI Answers in the project settings is turned on
   2. Virtual Service Agent is toggled on in the mail channel
   3. Configured KB with articles that can be found by the VSA
2. Send an email to the channel referencing known KB content
3. Wait for the VSA to respond with suggested content
4. Wait for the VSA to add its comment to the work item

Expected Results

The virtual service agent should either...

1. Respond to the customer to the customer with the suggestions via email and not add that same message as a comment in the work item.
2. Do not respond via email directly with the suggested content, add the content as an comment in the work item, and rely on the customer notification based on the comment added be sent to the customer.

Actual Results

The customer receives a direct email providing details on what was found and asking if the information was helpful.

The VSA also adds this exact information into the work item as a comment, which results in the customer receiving a second email with the same content that was the result of the customer notification that fires when a public comment is added.

Workaround

Technically, the "Public Comment Added" notification could be toggled off to prevent this behavior, but this is not a suitable workaround/solution as it would prevent other customer notifications from occurring when non-VSA comments were made.