Abstract: An automated service agent may be used to service issues discussed by users of a group communication channel. In the process of servicing the issue, the automated service agent may differentiate the roles of the users and identify a requester of the issue. In one scenario, the automated service agent may contact the requester in a private communication channel to collect more detailed or private information from the requester. The issue may be resolved in the private communication channel with the requester. Information may be posted back to the group communication channel to inform the other users as to the successful resolution of the issue and how the issue was resolved. While communicating with the requester in the private communication channel, messages may be posted to the group communication channel to keep the other users up to date on the progress of resolving the issue in the private communication channel.