What is the best way to notify users(s) via app of a new contact or call?

[Nathan951]

I need user(s) to get a notification of call engagement.

Is there still no way to @ metion users in via API?? This seems so basic. It works from UI not API

The only way I have found to get a notification of a new call/engagement is to:

1. Go in app settings
2. Turn notification on for ticket status update
3. Create a new ticket 
4. Set an owner
5. Associate ticket with Engagement & Contact
6. Set status

There has got to be an easier way. Please advise.

[danmoyle · Accepted solution]

@Nathan951 would creating a workflow (contact based) triggered by the activity property "call type" work? This would allow you to notify users, and also send a webhook or use Zapier if it's integrated. 

You could use call type, notes, or outcome as a trigger. Then the step could be internal communication (email or in-app), a Slack notification, send a webhook, or other integration you have in the portal. 

[Nathan951]

Thanks for chiming in. Yes I tried the "@"user with no luck, just as you mentioned.

Was curious if there was any other methods, other than the one I found by creating a ticket.

[Jaycee_Lewis]

Hey, @Nathan951. Thanks for your question. The short answer is — you are not missing an API-based solution.

You can create Notes, assign owners, and associate those notes to other Objects. But adding an “@”-type notification is not possible. 

I found this matching Idea from our community member @CMcKay — Notifications API. 

Hey, @CMcKay  @danmoyle @jolle @albertsg, outside using Webhooks or Workflows (may not be possible due to account tier) do you have any creative suggestions for @Nathan951? 

Thank you for having a look! — Jaycee