I'm sorry to hear you were having trouble connecting with our support. In the future, you can reach out to us through our help centre here, or through Facebook and Twitter as we provide 24/7 support across all channels.
To enable the SMS templates will require that we escalate your request to our Billing team for further consideration. I do have to note that each request needs to be reviewed on a case by case scenario which means we can not guarantee that we will be able to provide this feature until your trial has expired. To get the ball rolling, I need to verify the account. For this, I have sent you an email titled "Shopify Forum Support" which will require replying to the email with the requested information. Once I have your reply, I will escalate the ticket up for further review.