Totally fair. But my goal would be to make it so you don't have to guess. If your response can't be automatically handled, it should fall back to a human who can do exactly what you need.

Take a cart recovery: If I send you a link, I'm just blindly assuming you forgot and your only objective is to complete your purchase.

But if I ask you a question, there's an opportunity for you to tell me one of the myriad of things you actually want. You may want to complete your purchase, or schedule it for another day, or check the delivery time first, or change what you ordered -- or even just opt out of texts.