May 6, 2025

Introducing Private Serval Messages with Team Routing

Your own private help desk - for all your requests

Introducing Unified, Private Support in Slack

Our mission is to help every employee spend more time on work they enjoy. Today, we’re rolling out the feature that brings that mission to life in the most direct way yet.

One DM for everything

Until now, getting help at work meant finding which public channel (or web portal) to make your request in, tagging the right team, and hoping your issue didn’t vanish into the noise. Not anymore.

Starting today, anyone can send a direct message to the Serval bot in Slack—about anything—and our AI agent will handle the rest.

  • Ask for fresh office snacks.

  • Check the latest PTO policy.

  • Unsubscribe from Sales alerts

  • Get access to Cursor

  • Unlock your laptop after too many password attempts.

One private DM, zero guesswork.

Unified and private internal support

Unified

No more channel-surfing. Whether the request is for IT, Security, HR, Workplace, or Finance, Serval’s AI uses context and natural language understanding to route the request instantly to the right team and trigger any automations they’ve set up.

Private

Some users don't want their requests to be public. Requiring public posts discourages employees from asking for help when they need it. With Serval, every request starts in a private conversation, and only the appropriate team ever sees it.

How it works

  1. DM Serval in Slack.

  2. AI routing & automation: Serval pinpoints the correct team and searches their pre-built workflows and guidance to run the appropriate automations.

  3. Escalation, if needed: If human intervention is required, Serval escalates the ticket such that only the appropriate team can view.

The result is a seamless hand-off: employees get near-instant resolutions for questions on any topic, while support teams spend more time on real escalations and less on redirecting employees to the right channel.

Ready to try it?

Private DMs are live for all Serval customers today. Open Slack, shoot Serval a message, and see unified, private support in action.

Curious to learn more? Book a quick demo above.