🛑Anti-Farming Heuristics

Goal: Stop staff from dragging tickets out just to farm message pay.

Bot flags when:

  • Staff sends >10 msgs in a ticket with little/no progress.

  • Same instructions repeated.

  • Escalation delayed >15 min when obvious.

  • Customer idle but staff keeps sending filler msgs.

Enforcement:

  • 1st flag → Bot DM warning: “Make progress or escalate.”

  • 2nd flag → Bot forces modal: choose Escalate / Waiting for Customer / Action Taken.

  • 3rd flag → Manager pinged for manual review.

Exceptions (Complex tickets):

  • Remote sessions (AnyDesk etc.)

  • Multi-step reinstall / troubleshooting

  • Admin marks /complex → raises msg cap to 30

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