SMS Caddy

BIG PURPLE DOT

How To Set Up SMS Caddy

Configure an AI-monitored rule that alerts you when client conversations need attention.

Before You Begin: What SMS Caddy Does

SMS Caddy's core function is to help ensure the business stays on track. It monitors SMS interactions between employees and clients to make sure SMS communication is professional and that business objectives — like setting meetings or resolving questions — are being met.

SMS Caddy uses a weighted scoring system:

1. AI Analysis — the AI evaluates the conversation against your defined rules.
2. Scoring — it assigns a score from 0 to 10 based on how closely the interaction matches your criteria.
3. Reporting Triggers — an alert (email or SMS) is only sent if the score meets or exceeds your Notification Threshold, so managers are only notified of truly critical or "Unacceptable" situations.
4. Image Evaluation — the AI can also "read" images, memes, and newspaper clippings, then alerts if the messages or images being sent become unprofessional.

Good to know

Any email or SMS number can receive alerts, even someone outside BPD. If the person you wish to monitor doesn't have BPD access, they'll simply receive the alert as a screenshot of the messages along with the score. BPD Administrators can go in and clear alerts at any time.

PATH: Top of Screen > AI Tools > SMS Caddy

Step 1: Enable SMS Caddy

1. Click the purple button labeled Enable SMS Caddy.

Step 2: Start a New Rule

PATH: Top of Screen > AI Tools > SMS Caddy > + New Rule

The Main Prompt gives the AI its identity and mission context. This is required, and you can use more than one prompt.

1. Click + New Rule.
2. Label your rule (required).

Good to know

Accuracy starts here. If you experience too many false positives, "tighten" your prompt by being more specific about what actually constitutes a failure in communication.

Step 3: Create a SMS Caddy Prompt

Give your prompt a clear, descriptive label so you and other administrators can quickly identify it later. This name is required and appears anywhere the prompt is listed within the rule.

Write the SMS Caddy Prompt(s) (required). For example:

• "I am running a Loan Origination branch with several employees. I use a CRM to manage my communications with my clients via SMS, phone calls, emails, etc."
• "You are an assistant who will be reading all of my team members' SMS conversations with clients/borrowers, realtors, and other industry professionals."
• "Your job is to use the Notification Scenarios below to come up with a score. This score will be used to determine whether or not a supervisor should be notified via SMS or Email to keep an eye on a conversation."

Step 4: Communication Scenarios

Define the context of the conversations the AI should monitor (required). Common scenarios include:

1. Contract signing
2. Scheduling meetings/follow-ups
3. Addressing technical difficulties

Step 5: Set Notification Criteria

List the specific triggers that should cause an alert (required). For example:

1. The employee responded, but the client's question was not resolved.
2. A meeting was discussed, but a specific date was never locked down.
3. The client appears agitated, dismissive, or rude.
4. Any angry words.

Step 6: Set the Notification Threshold

Adjust the sliding scale to tell the AI when to alert assignees.

Setting	Description
Low Threshold	A "loose" setting (e.g., 3 or 4) that alerts you to general conversational shifts.
High Threshold	A "strict" setting (e.g., 8 or 9) that only triggers for critical failures, such as blatant unprofessionalism.

Step 7: Choose Evaluation Settings

The AI evaluates every single message, both inbound and outbound. You can also set an Evaluation Delay so the system waits (minutes, hours, or days) before evaluating the conversation — ideal for monitoring responsiveness.

Good to know

Example: trigger an alert if an inquiry remains unresolved after 20 minutes.

Step 8: Configure Access Control

Set who can view alert history and who can acknowledge alerts. Higher roles always have access.

Permission	Available Access Levels
Who can view history	Admin Only, Assistant Admins & above, All Employees, or Assignees on Contact (restricts to users assigned to the specific contact).
Who can acknowledge alerts	Admin Only, Assistant Admins & above, All Employees, or Assignees on Contact.

Step 9: Set Up Recipients

Choose who gets notified and how.

1. Notify Assigned Users — automatically notify users assigned to the contact. Check the box for Text/SMS, Email, or both. SMS notifications require a notification number on the user's profile; users without one will be skipped.
2. External Recipients — add phone numbers to notify (type the number and press Enter) and/or email addresses to notify (type the address and press Enter).

Good to know

External recipients receive a notification and a link with enough context to take action, even if they don't have a BPD account. This lets outside partners help "save" a deal if communication breaks down.

Step 10: Save Your Rule

Once every required section is filled out, click Save. You can create multiple rules to monitor different workflows.

Monitoring Conversations and Evaluations

Evaluations appear directly in the contact conversation view. The system captures the most recent three messages for every evaluation. The AI can also "read" images, memes, and newspaper clippings. SMS Caddy can also alert if the message, or image being sent is becoming unprofessional.

Good to know: Escalation Logic

SMS Caddy won't spam you with the same alert for the same issue. If a conversation is flagged as "rude" (score 10), it won't re-notify for continued rudeness. But if the nature of the conversation changes — say, from "rude" to "threatening violence" — the AI recognizes that shift and triggers a new escalation alert, regardless of the numerical score.

The system will also re-trigger a notification for the same behavior if a significant amount of time (e.g., 24 hours) has passed and the issue remains unresolved.

Reviewing SMS Caddy Alert History

PATH: Top of Screen > AI Tools > SMS Caddy > History

This shows all alerts captured by the criteria you've written. Each alert displays the score given, the reason for the score, and the date and time of the evaluation. If an alert was sent, the recipients' email/SMS will also show.

1. Click an alert to open it and see the full message content.
2. Add a Resolution Note — enter a note (e.g., "Spoke with the LO; client is now satisfied") to document the fix, then click Acknowledge to show the alert was reviewed.
3. Click a recipient's name to open their profile for more details.

Acknowledging Alerts in the SMS Screen

Alert visibility shows up in a few places:

1. Red Notification Bar — a persistent bar on the left side of the SMS screen.
2. Clicking an SMS shows a red notification bar under the "From" section stating "Needs Attention." Click Details to open the SMS Caddy alert bar and see the score and reasoning.
3. In the SMS box, filter by "unacknowledged alerts" — the fastest way for a supervisor to isolate only the conversations that currently need intervention.