"Add an email to message visito"r error msg

Question:
On my inbox messages, some of my “visitor” messages won’t let me reply. I only use my laptop, and I’ve never encountered this problem until this month. At the bottom it says "add an email to message visitor ##

Product:
Wix Editor

What are you trying to achieve:
Trying to be able to answer my chat messages.

What have you already tried:
Made sure my gmail was attached to the inbox

Additional information:
[Include any other pertinent details or information that might be helpful for people to know when trying to answer your question.]