Override the Conversation ID Prefix per Channel or Team
To give each channel or team its own conversation ID prefix, open Settings → Conversation ID, go to Prefix Settings → Prefix Override Mode, switch it to Channel-Specific or Team-Specific, and add an override for each channel or team. Anything without an explicit override falls back to the default prefix.
Skip this entirely if every conversation should use the default prefix — leave Prefix Override Mode on No Override (recommended unless you have a reason not to).
Before you start
- A user role with the Manage automation permission
- Conversation IDs already enabled and configured — see Configure conversation IDs
Steps
- Open Settings → Conversation ID and find Prefix Settings → Prefix Override Mode.
- Pick the mode:
No Override — use the default prefix everywhere
Channel-Specific — different prefix per channel
Team-Specific — different prefix per team - When you switch to Channel-Specific or Team-Specific, a new card appears below for managing the overrides.
For Channel-Specific Prefixes:
- Pick a channel from the dropdown (email, web-chat, sms, whatsapp, facebook, instagram, voice, amazon).
- Type the prefix you want for that channel — e.g.,
EMAIL,CHAT. - Click the + button.
For Team-Specific Prefixes:
- Pick a team from the dropdown.
- Type the prefix.
- Click +.
Each override appears in a list below. Click the trash icon to remove an override (conversations from that channel or team revert to the default prefix).
Finally, 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.
Good to know
- Only one override mode is active at a time — switching from Channel-Specific to Team-Specific means channel overrides stop applying.
- Channels or teams without an explicit override fall back to the default prefix.
Verify it worked
Create a test conversation on a channel (or routed to a team) that has an override, and check the ID in the conversation header — it should carry the override prefix, not the default. If it doesn’t, confirm the override mode matches the kind of override you added — see Conversation ID troubleshooting.