Conversation ID Troubleshooting
Most conversation ID problems come down to one of five causes: a failed save, a conversation created before the feature was enabled, a changed Start Number, the wrong Prefix Override Mode, or an email-subject position older email clients don’t thread. Find your symptom below for the fix.
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Symptom: Save Settings shows “Failed to save settings.” Fix: Reload the page and try again. If it keeps failing, copy your settings to a notepad, reload, and re-enter them.
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Symptom: Email subjects don’t include the ID even with the toggle on. Fix: Check that the conversation was created after you enabled the toggle. Existing conversations don’t retroactively get IDs. Also confirm the conversation has an ID at all (visible in the header if Show ID in Header is on).
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Symptom: Sequential counter jumped or repeated. Fix: Someone changed the Start Number. Atender doesn’t prevent collisions — set Start Number higher than your highest existing ID before saving.
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Symptom: A channel’s prefix override isn’t being applied. Fix: Confirm Prefix Override Mode is set to Channel-Specific (not None or Team-Specific). Only one override mode is active at a time. See Override the conversation ID prefix per channel or team.
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Symptom: Email threading broke after enabling the email subject ID. Fix: This shouldn’t happen with the default At the end position —
Re:stays first, so threading still works. If you switched to After Re: prefix, some older email clients may not thread correctly. Switch back to At the end to fix.