What problem are you facing?

Currently, if a user sends a suicidal message, the only way admins can respond to them is by talking the channel the user sent the message in. However, the user may not check the channel and read the response.

What can we do to fix that problem?

Enable the admins to message a possibly suicidal user directly, so that they get a notification, and so that the admins can engage in conversation with them.