Emails saying I have messages, but when I to go my messages there is nothing there?

I have chatted a few times with the same listener, and the last few days, I'll get an email saying that I have unread messages, and it'll tell me that they are from this listener, but when I go to my dashboard, where it shows listeners I've talked with, and the last parts of our conversations, it doesn't even show that listener's name anymore! I don't want them to think that I'm ignoring their messages, but I simply can't access them when I actually log into 7 cups of tea.

What is going on here, and what can I do?? Thank you!!