Read chat input on strategy

[cavagnaro]

Hi guys,
Anyone has tried to read customer inputs on strategy to create something like a self service?
Idea is to open a chat and ask customer an ID, then the chat will answer the status of this ID by reading a DB.
Could do it by forms but customer wanna give like a flexible options while on chat itself...more "human"...
Tried but so far can't see inputs on URS...any idea of which method can I follow or just impossible?

Thanks

[terry]

Don't see how it can be done - interaction server doesn't track chat sessions after they were established.