Hi @kgb,
You could potentially fork Mattermost to do this custom:
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Automate creation of a new user in Mattermost via APIs, perhaps on login. OAuth2 is coming in the 0.6.0 release, but there would need to be custom dev to skip the UI for that
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Create a renderer to bring up the Private Message channel in Mattermost between the 2 users you choose, probably triggered by a user action?
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Since you’d use the default Private Message channel it would be only the two users who communicate
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You could change the email notification logic to send a link back to the archive after the conversation.
Some of these custom features would also highly benefit the community, so you might consider adding in feature requests to influence the future of Mattermost (http://www.mattermost.org/feature-requests/) and perhaps the development can be shared,