Configure conversation IDs

To set up conversation IDs, open Settings → Conversation ID, toggle Enable Conversation IDs on, pick a numbering strategy (sequential or random), optionally add a prefix and date component, choose where the ID is displayed, and click Save Settings. This article walks through each setting in order.

Before you start

• A user role with the Manage automation permission
• A clear sense of what your IDs should look like (start with the concept article if you’re not sure)

Step 1 — Enable the feature

1. Open Settings → Conversation ID.
2. Under General Settings, toggle Enable Conversation IDs on.

A Live Preview chip at the top of the page now shows an example ID. As you change other settings below, the preview updates in real time.

Step 2 — Pick a numbering strategy

Under Numbering Strategy:

• Sequential — a counter that increments with each new conversation. Set the Start Number to the value the next new conversation should get. Default is 1.
• Random — a random mix of letters and digits. Set the Random ID Length between 4 and 12 characters.

Sequential is the right pick for most teams — predictable, easy to read aloud, looks like a “real” ticket number. Random fits situations where you don’t want anyone reverse-engineering your volume from the IDs.

Heads up: changing the Start Number after you’ve already started using IDs resets the counter. Make sure the new value won’t collide with existing IDs.

Step 3 — Add a date component (optional)

Under Date Settings, toggle Include Date on if you want a date in the ID.

1. Pick a Date Format:
   YYMMDD → 231225
   YYYYMMDD → 20231225
   DDMMYY → 251223
   MMDDYY → 122523
2. Set the Date Separator — the character between the date and the rest. Defaults to -.

The sequential counter does not reset each day — it keeps incrementing across days, the date just changes alongside.

Step 4 — Add a prefix (optional)

Under Prefix Settings:

1. Default Prefix — type the prefix you want, like SUP, TKT, or CONV. Leave blank for no prefix.
2. Prefix Separator — the character between the prefix and the rest. Defaults to -.

The preview shows the final shape immediately.

If different channels or teams should get different prefixes, set that up after the basics — see Override the conversation ID prefix per channel or team.

Step 5 — Choose display surfaces

Back under General Settings:

• Show ID in Header — toggle on to display the ID in the conversation header inside Atender. Useful for your team’s visibility.
• Show ID in Email Subject — toggle on to inject the ID into outgoing email subjects. When on, a Position in Subject picker appears:
• At the end — Re: Help with my order [SUP-0001] (industry standard)
• After Re: prefix — Re: [SUP-0001] Help with my order

A small example panel below the position picker shows exactly what each option produces.

Step 6 — Save

Click Save Settings at the top of the page. The change applies to the next new conversation. Existing conversations keep the IDs they were assigned at creation.

Verify it worked

Create a new test conversation — send a test email, start a web chat, whatever’s easy. Open the conversation:

• If Show ID in Header is on, you should see the ID in the conversation header.
• If Show ID in Email Subject is on, send a reply and check the outgoing email — the subject should now include the ID in brackets in the chosen position.

If something looks off, see Conversation ID troubleshooting.

See also

• What is the Conversation ID
• Override the conversation ID prefix per channel or team
• Common conversation ID formats
• Conversation ID troubleshooting