When an agent starts a new outbound email (Inbox → + → Conversation → Email), the ID field in the sidebar shows “—” until the email is sent. Our agents need the reference number while writing the email, to log it in our back office. Today they have to send first and then go back to copy it.
The only way to get an ID before sending is to create a Customer ticket first, which is much slower than a simple email.
Request: give a new outbound email its conversation ID as soon as it’s started, and show it in the sidebar before sending, the way Freshdesk shows a ticket number from the start.
