SMS Copilot: AI-Powered Message Suggestions
Automate with AI3 min readUpdated 2026-03-12
SMS Copilot: AI-Powered Message Suggestions
SMS Copilot reads your conversation history and generates 2–3 reply suggestions for each incoming message. You review, edit if needed, and send. The AI handles the first draft; you keep full control of what goes out.
Available on: Team plan and above (AI add-on may be required for advanced features)
How It Works
- A customer sends you a message.
- SMS Copilot reads the full conversation thread — not just the latest message.
- It generates 2–3 contextual reply options based on the conversation history, your business context, and the customer's question.
- You see the suggestions above the compose area.
- Click a suggestion to load it into the compose field. Edit if needed, then send.
SMS Copilot does not send messages automatically. Every suggestion requires your explicit action to send.
When Suggestions Appear
Suggestions appear automatically when:
- You open a conversation with an unread incoming message.
- A new message arrives while you're viewing a conversation.
Suggestions do not appear when:
- The last message in the thread is from you (the customer hasn't replied yet).
- The conversation is closed.
Editing Suggestions
Click any suggestion to load it into the compose field. From there, you can:
- Edit the text freely before sending.
- Add attachments (images, documents) alongside the suggested text.
- Switch to a different suggestion by clicking another option.
- Discard all suggestions and write your own reply.
SMS Copilot vs SMS Bot vs Templates
| SMS Copilot | SMS Bot | Templates | |
|---|---|---|---|
| How it generates replies | AI reads conversation context | Keyword rules you define | Pre-written messages you save |
| Who sends | You review and send | Bot sends automatically | You select and send |
| Personalization | Different suggestion per conversation | Same reply per keyword | Same text every time (with optional variables) |
| Best for | Clearing inbox quickly with contextual replies | FAQs, after-hours auto-replies | Repeatable messages (confirmations, follow-ups) |
Tips for Better Suggestions
- Keep conversations in one thread. Copilot uses the full thread for context. Fragmented conversations across multiple numbers produce weaker suggestions.
- Use specific subject lines in templates. If your first message to a customer is clear about the topic, Copilot's replies stay on-topic.
- Don't rely on it for complex or sensitive messages. Copilot is best for routine replies. For legal, medical, or escalation messages, write your own.
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