Engaging in conversations over media such as SMS with corporations is an increasingly popular and effective method of driving brand engagement and sales in the US. This behavior increased by over 400% in some instances on 2018's Black Friday compared to this time last year. It is thought to have a generally positive effect on consumer spending.
https://www.notebookcheck.net/E-converse-97-more-US-consumers-messaged-with-brands-this-Black-Friday-weekend-compared-to-last-year-s.370101.0.html
All major e-commerce platforms in China have some sort of IMS built in yet the US still largely relies on emails old as dinosaurs, it's genuinely annoying to get some simple answers that way.