My messaging tickets are created with an empty email field

Issue symptoms

My end user creates a request from the Web Widget in messaging and fills in the Email field. However, when I open the profile of the end user from the ticket, the Email field is empty.

Resolution steps

The Email field can be empty on the end-user profile when Use only verified emails is selected from your settings. Your end user is not authenticated with JSON Web Token (JWT), and the email address is unverified. For that reason, the email address is not registered in the user profile.

To solve this, you can accept all types of email addresses. From your messaging settings, select Use both verified and unverified emails.

This will display all email addresses in the Email field for your end users.