The iService Workflow system has its own interaction properties that are created within the workflow. These function similar to segment interaction case properties, but with a few differences. All workflow properties are managed as Case properties, where the same value is associated with every interaction within the Case. The workflow properties support most of the same configurations as segment properties, such as allowing multiple values. The primary difference is that workflow properties are not shared with any other workflow or page within the iService system. They are dedicated to use within the specific workflow. This removes the need to map them to IDs within your tenant, because they are the same in every tenant where the workflow is imported.
All workflow properties behave as if they were a "Case" property. This means there is only one value recorded for the property inside of the entire case (conversation). The value shown will be the save regardless of whether you are viewing a question or answer in the conversation. On the other hand, Segment Interaction properties can be case, question, or answer properties. If you need to save a different value for every interaction within a conversation, you will need to use a question or answer property created within a Segment.
Interaction Property Methods
There are two methods for using interaction properties within a workflow. You can use existing interaction properties created within your tenant's Segments (Segment Defined Property), or you can create a custom property that only exists within the workflow interface. Workflow interaction properties are not listed in the Topic settings for your segments and cannot be added directly to non-workflow interactions. Otherwise, they function similarly.
To create a workflow property, select Define Custom Property.
Creating a custom property
In the property definition panel, select the type of value for the input. Turn on the "Index this property field" switch if you want to include this field in the Search Interactions page. When you enable indexing, the values in the database are indexed and made available for searching. If you want to allow more than one value for the property, like a list of product preferences, turn on the Allow Multiple Values switch. This will add the option for the user to enter an unlimited number of values for the property.
The setup for workflow properties is different than the Segment Defined Properties. All of the values are configured directly within the workflow panel. For example, a multiple choice property functions like a segment property that uses a list of values. In a segment property, the list is defined in the Tenant Settings - Lists page. In a workflow property you create the list directly within the workflow.
When you select Segment Defined Property, the workflow property definition is moved to the Segment Properties tab. That tab presents a list of your segment workflow properties along with a drop down to map them to the desired property in your tenant. The drop down will mirror the list shown in the Interaction Search page. The primary reason for using a segment property in a workflow is for the audit trail of changes to the property. If you need to generate reports related to changes in a property value, you must use a segment defined property.
Text properties are limited to 450 characters of data and include the following configuration options. They are rendered as a standard HTML text input when loaded.
Number
Name
Description
1
Index this property field for interaction search.
Enable this option to add a database index to this field that will make it available for searching in the Interaction Search page. This will also make the data available for external reporting.
2
Allow multiple values.
Enable this option to add a plus sign (+) next to the property so users can add more than one value, like phone numbers or product preferences.
3
Only set through workflow actions.
Enabling this option will prevent users from updating property values outside of workflow buttons. This disables the ability to edit the value after the interaction is created.
4
Add Field/Column
Click this button to begin creating a grid property. See below for details on making grid properties.
The multiple choice property creates a drop down menu with a list of values to select.
Click to expand
Number
Name
Description
1
Index this property field for interaction search.
Enable this option to add a database index to this field that will make it available for searching in the Interaction Search page. This will also make the data available for external reporting.
2
Enforce unique value for this property.
This setting will check for any existing values for the property when saved. If there is already an interaction with the same value, the user will be instructed to enter a different value.
3
Value Choices
Use this control to build a list of values that will be displayed as a drop down for the property.
4
Add Value
Add values to the Value Choices list.
5
Allow multiple values.
Enable this option to add a plus sign (+) next to the property so users can add more than one value, like phone numbers or product preferences.
6
Only set through workflow actions.
Enabling this option will prevent users from updating property values outside of workflow buttons. This disables the ability to edit the value after the interaction is created.
Date properties are presented as a date picker. There are several versions of the date property.
Date
The user will select a single date from the calendar.
Number
Name
Description
1
Index this property field for interaction search.
Enable this option to add a database index to this field that will make it available for searching in the Interaction Search page. This will also make the data available for external reporting.
2
Enforce unique value for this property.
This setting will check for any existing values for the property when saved. If there is already an interaction with the same value, the user will be instructed to enter a different value.
3
Min Date
The calendar will not allow users to select dates prior to the date set here.
4
Max Date
The calendar will not allow users to select dates after to the date set here.
5
Allow multiple values.
Enable this option to add a plus sign (+) next to the property so users can add more than one value, like phone numbers or product preferences.
6
Only set through workflow actions.
Enabling this option will prevent users from updating property values outside of workflow buttons. This disables the ability to edit the value after the interaction is created.
Date + Time
The user will select a single date with a time.
Number
Name
Description
1
Index this property field for interaction search.
Enable this option to add a database index to this field that will make it available for searching in the Interaction Search page. This will also make the data available for external reporting.
2
Enforce unique value for this property.
This setting will check for any existing values for the property when saved. If there is already an interaction with the same value, the user will be instructed to enter a different value.
3
Min Date
The calendar will not allow users to select dates prior to the date set here.
4
Max Date
The calendar will not allow users to select dates after to the date set here.
5
Allow multiple values.
Enable this option to add a plus sign (+) next to the property so users can add more than one value, like phone numbers or product preferences.
6
Only set through workflow actions.
Enabling this option will prevent users from updating property values outside of workflow buttons. This disables the ability to edit the value after the interaction is created.
Date Range
The date range property allows user to select a range of dates in the form or a beginning and ending date.
Number
Name
Description
1
Index this property field for interaction search.
Enable this option to add a database index to this field that will make it available for searching in the Interaction Search page. This will also make the data available for external reporting.
2
Enforce unique value for this property.
This setting will check for any existing values for the property when saved. If there is already an interaction with the same value, the user will be instructed to enter a different value.
3
Min Date
The calendar will not allow users to select dates prior to the date set here.
4
Max Date
The calendar will not allow users to select dates after to the date set here.
5
Allow multiple values.
Enable this option to add a plus sign (+) next to the property so users can add more than one value, like phone numbers or product preferences.
6
Only set through workflow actions.
Enabling this option will prevent users from updating property values outside of workflow buttons. This disables the ability to edit the value after the interaction is created.
Multiple Dates
The multiple date property allows users to choice a series of dates that are not contiguous.
Number
Name
Description
1
Index this property field for interaction search.
Enable this option to add a database index to this field that will make it available for searching in the Interaction Search page. This will also make the data available for external reporting.
2
Enforce unique value for this property.
This setting will check for any existing values for the property when saved. If there is already an interaction with the same value, the user will be instructed to enter a different value.
3
Min Date
The calendar will not allow users to select dates prior to the date set here.
4
Max Date
The calendar will not allow users to select dates after to the date set here.
5
Allow multiple values.
Enable this option to add a plus sign (+) next to the property so users can add more than one value, like phone numbers or product preferences.
6
Only set through workflow actions.
Enabling this option will prevent users from updating property values outside of workflow buttons. This disables the ability to edit the value after the interaction is created.
Number properties are saved in a format that supports math operations.
Number
Name
Description
1
2
Index this property field for interaction search.
Enable this option to add a database index to this field that will make it available for searching in the Interaction Search page. This will also make the data available for external reporting.
3
Enforce unique value for this property.
This setting will check for any existing values for the property when saved. If there is already an interaction with the same value, the user will be instructed to enter a different value.
4
Allow multiple values.
Enable this option to add a plus sign (+) next to the property so users can add more than one value, like phone numbers or product preferences.
5
Only set through workflow actions.
Enabling this option will prevent users from updating property values outside of workflow buttons. This disables the ability to edit the value after the interaction is created.
Some value types are only valid for a grid property and require additional setup before they can be defined. Grid properties have multiple columns in their display and can perform special functions.
The example below shows a grid property to calculate a charge for monthly hosting licenses. It includes (1) a download button to save the values from the grid into a CSV file, (2) a spreadsheet like interface where a user types into cells and other values are calculated or fetched from a data file (like a lookup function). A separate property can be created to display grand totals (3).
The configuration of this property is shown below. Each value in the grid has it's own property type.
Choice from data file - This is the look up field in a grid property where you choose the primary value that will return other values. An example would be select a product name to return the price.
Data file row value - This value is returned from a data file and not entered by the user. An example would be to return the price in this field when the user selects a product. This field does not allow direct input.
Row total (P * Q - D) - This is a preset formula for making a price calculation. The value is computed as Price x Quantity minus a discount amount.
Grid column total - If your grid has numbers, you can insert a total using this property. An example would be calculating a total price for an estimate based on the row totals in the grid.
To rename an object, click on the edit pencil next to the objects name that was entered in your panel.
Renaming a property
If you change the name of a referenced object directly in a panel, the object mapping will be removed and replaced by a new property definition. You will need to remap the reference in the mapping page.
Be cautious when renaming workflow properties! Workflow properties are a special type of property stored in the iService database that are referenced by their name. Changing the name after the property has been in use will make old data inaccessible from search or reporting. This is not an issue for properties mapped to Segment Properties because the workflow name is separate from the segment configuration of the property.
Workflows include a special type of property that mimics a spreadsheet or table of data. This property inserts a table that can look up values from a file and perform basic calculations. It is often used for generating estimates and proposals. The grid will automatically add new rows as you fill in the first row.
To create a grid property, start by defining the first column of the grid. Then, click Add Field/Column to convert the property into a grid.
Creating a grid property
This will update the property as shown below with multiple columns.
Example grid property
Grid properties are included in the Interaction Properties tab of your interaction.
A grid property example
You can download the contents of a grid property to a CSV file by clicking the download icon next to the property name.
Required workflow properties behave differently from Segment Properties. Segment properties can be used by associating the property with a topic. The topic then determines when the property is shown, and it can be required in every use case. Workflow properties, however, are not associated with a topic. They are only referenced directly within workflow forms, and the required attribute is dependent upon the submission button.
Workflow forms may include multiple buttons, and properties must be defined as required within the action buttons themselves. The required property configuration is set within the button because each button can run different action. Some properties may only be required for specific button clicks. When All Inputs Required is chosen iService will require all the visible form fields on the page. If an input field is not visible (e.g., within a hidden tab) it is not required.
In some use cases, the person submitting a form will be logged into iService and have existing contact properties. For example, their name or other details that you want to save directly into a ticket. You can pass these values into an Interaction propery using the Set Interaction Property action and the $value variable for contact data.
For the value you want to save into a property, use the format below to fetch it from the iService database.
$value -customer(property'XXX')$ where xxx is the name of the contact property.
The iService Workflow system has its own interaction properties that are created within the workflow. These function similar to segment interaction case properties, but with a few differences. All workflow properties are managed as Case properties, where the same value is associated with every interaction within the Case. The workflow properties support most of the same configurations as segment properties, such as allowing multiple values. The primary difference is that workflow properties are not shared with any other workflow or page within the iService system. They are dedicated to use within the specific workflow. This removes the need to map them to IDs within your tenant, because they are the same in every tenant where the workflow is imported. 
Configuring Workflow Properties
