Three AI Writing Assistants to Evaluate for Customer SMS

Test each option with messages your agents actually send, including appointment changes, sales follow-ups, and replies to dissatisfied customers. Check whether the suggested wording preserves dates, prices, names, and commitments. Then evaluate how another agent takes over the conversation. Writing assistance and shared inbox management are separate requirements, and your proposed package needs to address both.

1. JustCall SMS Copilot: For SMS-Specific Tone Guidance and Rewriting

JustCall offers SMS Copilot within its messaging composer. It provides tone nudges while agents type and lets them rephrase a draft using a selected tone. Agents can regenerate a suggestion and choose whether to replace their original text. Consider it when your team wants writing assistance within its customer texting workflow.

JustCall notes that tone analysis and rephrasing work best with messages of at least 160 characters. Include shorter texts in your evaluation, and confirm plan access, shared inbox behavior, and SMS charges before subscribing.

Explore JustCall’s SMS Copilot

2. RingCentral: For Business Texting With AI Writing and Shared Inbox Options

RingCentral documents an AI writer for drafting contextual SMS replies and adjusting writing style and length. Its business SMS page identifies RingEX Ultra as including AI Assistant for SMS. It also describes an Advanced SMS Inbox for teams sharing and managing business texts.

Consider RingCentral if you are evaluating texting alongside business calling. Ask for a proposal covering the writing assistant and the shared inbox functions you need. Confirm which product handles agent assignment, conversation ownership, and handoffs, and demonstrate those functions using a customer SMS thread.

3. Dialpad: For Existing Users Evaluating Message Rewriting Through Labs

Dialpad’s AI Writing can polish, formalize, expand, shorten, or rewrite a draft using custom instructions. The agent reviews the suggestion and decides whether to insert it; the feature does not automatically send the message. Its documentation places access in supported web and desktop messaging experiences through Dialpad Labs.

Treat this as a conditional option for customer SMS. Ask Dialpad to demonstrate AI Writing in the exact external SMS conversation and shared line your agents would use. Confirm access and support arrangements before making it a purchasing requirement.

Choose Around Message Quality and Team Ownership

JustCall is a reasonable starting point when SMS-specific tone guidance and rewriting are the main requirements. RingCentral merits evaluation when you also need business calling and shared SMS inbox options. Existing Dialpad users can investigate AI Writing, subject to confirmation that it works in their customer SMS environment.

Compare the original draft with the suggested version, checking factual accuracy, tone, and length. Then test a reply arriving after the first agent’s shift ends. Confirm who owns that reply, what history the next agent sees, and the complete cost of messaging and AI access.

Confirm SMS Copilot access, supported numbers and destinations, messaging charges, shared inbox requirements, and evaluation conditions before starting. Ask how message length and encoding affect billable SMS segments.

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