Instead of a massive, complicated back-end, imagine if each Slack 'installation' (i.e. customer) had their own set of services, distinct from one another.
Even with 10K users each for the larger customer accounts, I'd imagine that 'customer backend' might not have be super complicated.
i.e. I wonder if there's an opportunity for systems such as these to 'scale horizontally' instead of vertically, whereby each customer has their own little set of services.
In this manner 'managing billions of messages' wouldn't seem so daunting, rather, no more daunting that some 3rd party running several thousand MS Outlook instances, one for each customer.