One quick guess is that the email content doesn't contain these fields. Maybe you did changes to the structure AFTER you set up your email?
What's in your email content?
There should be lines like this:
{$QUESTION_contact_by_phone} {$ANSWER_contact_by_phone}
What's in your email content?
There should be lines like this:
{$QUESTION_contact_by_phone} {$ANSWER_contact_by_phone}