Messaging bot variable saving

Hello,

We have this customer segmentation, which is a user field in their zendesk profile that goes "sla_basic - sla_bronze - sla_silver" and so on.

In our old third-party bot, when the user starts a conversation we check their segmentation, and when a user has a high segment, we immediately transfer them to a human agent. The idea was to serve those customers solely with human interaction.

In the messaging bot, if we ask the user for their mail in the greeting flow, via a form, then use zendesk API to check their user profile. save that field and use it to branch customers to different agent groups. High-segment customers get transferred and that's ok.

But; if a user is not a high-segment customer, we can not store that variable information in the same conversation. which forces us to ask the customer their e-mail address again and again. Because I don't want tickets without any contact information to show up.

It seems pretty weird and ridiculous to me that a variable can not be saved in the same conversation between two answers.

Is there a discussion about this on your side? maybe something planned in the roadmap?