Hey I had the same problem. Mine was an IT help desk where both IT staff and
users could have a chat like the above.
The big problem is the one of searching, and that's when you come up against
the limitation of the Notes database format. You can't return one search result
based on the contents of multiple documents.
So in the end the searchable help database contains only resolved issues. That
way when an issue is close I can slurp all the responses into one RTitem and
have the issue doc searchable.
Current issues are searchable but only for the contents of the help request...