Introducing Silent Mode: A Low‑Profile Way to Bring Serval Into Your Help Desk Channel

Rolling out an AI product shouldn’t mean thrusting a chat bot in front of users before you’re comfortable. Silent Mode lets you add Serval to any help desk channel quietly, giving agents full control over when, and whether, the AI speaks up.

How Silent Mode Works

1. Invisible ticket creation

   Serval monitors every inbound message in the designated channel and automatically opens a ticket (either in Serval or in your existing system) without posting a public reply.

   
   

2. AI‑on‑demand

   The AI remains silent unless someone explicitly @mentions Serval in the thread. Agents can:

   • Ask Serval for a resolution right in the Slack thread, or

   • Use Copilot within the Serval web app to resolve the request completely behind the scenes.

   
   

3. Safe, staged adoption

   Because agents decide which threads get an AI response, Silent Mode offers a risk‑free path to introduce Serval. Start with the automations you feel comfortable running, then broaden coverage as confidence grows. When you’re ready, simply turn Silent Mode off and let Serval resolve routine tickets autonomously, knowing its behavior has already been vetted in live conditions.

Why We Built It

Every company should be able to adopt AI at its own pace and in a way that feels natural to end users. Silent Mode puts that control squarely in your support team’s hands.

Try It Today

Silent Mode is available to all Serval customers now. Flip the switch, experiment, and let us know how it changes your support workflow. We’d love your feedback.