Issue symptoms
The requester of my messaging tickets shows no email address. Why are messaging tickets created with no related email address, when I added a step to my bot answers to request this information?
Resolution steps
This happens when messaging is configured to allow only verified emails. If your messaging tickets are created without any email in the end user profile who submitted the ticket, your Creating email identities setting is set to Using only verified email addresses.
To allow unverified emails, enable Use both verified and unverified emails from your messaging settings.