Unblu Connector

Financial Messaging & Trading Communications | Connector for Unblu

Capture, archive, and surveil Unblu digital client engagement communications within Shield’s end-to-end eComms compliance platform, without losing a single conversation, chat transcript, or piece of metadata.

What Is the Shield Connector for Unblu?

Unblu is a digital client engagement and conversational banking platform used by regulated financial services firms — particularly wealth management, private banking, retail banking, and insurance organisations — to facilitate real-time digital communication with clients through live chat, co-browsing, video banking, and asynchronous messaging capabilities integrated within the firm’s digital banking or advisory portal. Unblu enables financial institutions to replicate the quality of in-person advisory and relationship management interactions through digital channels — allowing advisors and relationship managers to communicate with clients via live chat, video, and co-browsing sessions directly within the firm’s website or app environment.

Shield’s connector for Unblu ingests live chat transcripts, video consultation records, asynchronous messages, and associated metadata from the Unblu platform directly into Shield’s compliance platform, making every captured client engagement communication immediately available for AI-powered surveillance, investigation, and eDiscovery alongside every other channel the firm uses. From the moment data enters Shield, it is available within a single unified platform — ensuring that digital client advisory communications are subject to the same compliance standards as every other regulated channel.

Unblu data does not exist in isolation. Shield ensures that Unblu records are available alongside every other channel in a single unified investigation and examination workflow.

Why Unblu Compliance Is Complex

Unblu communications present compliance challenges that reflect both the specific characteristics of digital client engagement platforms and the regulatory sensitivity of financial advisory communications delivered through digital channels. Several issues arise consistently across regulated firms:

• Digital advisory communications and conduct of business obligations. Unblu is used to deliver regulated advisory services digitally — investment advice, product recommendations, suitability assessments, and portfolio management consultations conducted through live chat or video. These communications are subject to the same conduct of business standards as face-to-face or telephone advisory interactions — including FCA COBS, MiFID II suitability requirements, and SEC investment adviser obligations. The fact that advice is delivered through a digital engagement platform does not reduce the compliance obligation; it creates a specific digital record that must be captured.
• Suitability documentation and digital advice records. MiFID II Article 25 and FCA COBS 9A require investment firms to document the basis for investment recommendations and to retain that documentation alongside the client communication. When investment advice is delivered through an Unblu live chat or video session, the transcript or recording of that session forms part of the suitability documentation record. Failure to capture and retain Unblu advisory communications may mean that the firm cannot demonstrate suitability compliance for advice given through digital channels.
• Multi-modal capture requirements. Unblu generates several distinct communication types — live chat transcripts, video consultation recordings, co-browsing session records, and asynchronous messages — each with different data structures, different metadata characteristics, and potentially different compliance characteristics. Solutions that capture only one Unblu communication type while missing others produce incomplete digital client communication records.
• Client consent and communication context. Digital client engagement through Unblu typically involves explicit client consent to the communication being recorded or transcribed. The compliance record must include not only the communication content but the consent context — ensuring that the archived record accurately represents the terms on which the communication was conducted. This consent context is part of the compliance and GDPR record for digital advisory communications.
• Cross-channel continuity in digital advisory relationships. Client advisory relationships managed partly through Unblu are also managed through email, phone, and potentially e-banking secure messaging. Compliance architectures that keep Unblu data separate from other client communication channels produce incomplete advisory relationship records that cannot support comprehensive suitability reviews, complaint handling, or regulatory examination responses.

Key Features of the Shield Unblu Connector

Complete Multi-Modal Unblu Communication Capture. Shield captures all Unblu communication types within compliance scope — including live chat transcripts, video consultation recordings, asynchronous messages, and co-browsing session records — alongside the full metadata layer generated by the Unblu platform. All data is ingested in full, with zero data loss across all Unblu communication modes.

Full Metadata Preservation Including Session and Consent Context. Shield retains and enriches the complete Unblu metadata layer — including session identifiers, advisor and client identifiers, communication mode, session timestamps, duration data, consent records, and platform-specific context fields. Consent context is preserved as part of the compliance record — ensuring that archived Unblu communications accurately represent the terms and conditions under which digital advisory conversations were conducted.

AI-Powered Transcription for Video and Voice Content. For Unblu video consultation recordings and voice components of digital engagement sessions, Shield applies AI-powered transcription specifically trained on financial services advisory communications — producing searchable transcripts of advisory conversations that enable surveillance, investigation search, and eDiscovery across the full digital consultation record.

Immutable, Audit-Ready Archive. All Unblu data captured by Shield is stored in a tamper-evident, WORM-compliant archive with a complete audit trail of every access and action taken on the record. Data is indexed for rapid search and retrieval, supporting regulatory examination responses, eDiscovery requests, suitability reviews, and client complaint handling. Retention periods are fully configurable to meet jurisdiction-specific requirements — including the five-to-seven-year requirements under MiFID II and MAR, the six-year standard under SEC Rules 17a-3 and 17a-4, and applicable FCA recordkeeping requirements.

Out-of-the-Box AI Surveillance Models. Shield ships with pre-configured AI surveillance models for Unblu communications, targeting behaviours including inappropriate advisory communications, suitability failures, misleading client information, conflicts of interest, and personal misconduct — calibrated to the specific language patterns of digital financial advisory communications. Models can be customised to reflect a firm’s specific conduct risk appetite and digital advisory policy requirements.

Unified Cross-Channel Client Advisory Record. Unblu data does not exist in isolation. The same advisors who conduct digital consultations through Unblu also communicate with clients via email, phone, Bloomberg IB, and other channels. Shield ingests Unblu data into the same unified compliance platform as every other channel, enabling compliance teams to correlate digital engagement records with the full client advisory communication record across all sources. This cross-channel context supports complete suitability documentation, complaint handling, and regulatory examination responses.

Data Governance and Chain of Custody. Shield’s Unblu connector preserves a complete, verifiable chain of custody from ingestion through archiving and retrieval. Every stage of data handling is logged, auditable, and reportable — giving compliance officers and legal teams the confidence that Unblu digital engagement records are admissible, complete, and unaltered throughout their lifecycle.

Regulatory Coverage

Unblu digital client engagement communications are classified as business records subject to capture, retention, and supervision requirements across multiple regulatory frameworks. The Shield Unblu connector supports compliance with:

• MiFID II Article 16(7) and Article 25 — requiring investment firms to record and retain electronic communications related to orders and transactions for a minimum of five years, and to document the basis for investment recommendations and suitability assessments — directly applicable to Unblu digital advisory communications and consultation records.
• FCA Rules (SYSC 10A, COBS, and Consumer Duty) — requiring FCA-regulated firms to retain relevant client communications, including digital advisory interactions, to meet suitability documentation standards for investment advice delivered through digital channels, and to demonstrate compliance with Consumer Duty standards for digital client engagement — applicable to Unblu communications by FCA-regulated wealth management, private banking, and advisory firms.
• SEC Investment Adviser Act Rules 204-2 and Marketing Rule — requiring registered investment advisers to maintain records of client communications and advisory correspondence — applicable to Unblu advisory communications in US-regulated investment adviser contexts.
• FINRA Rules 4511 and 3110 — requiring member firms to archive all communications relating to their business as such — applicable to Unblu communications by registered representatives in connection with investment products and advisory services.
• GDPR and applicable data privacy regulations — Shield’s architecture supports data residency requirements and privacy-compliant data handling, with specific attention to consent and recording disclosure requirements for Unblu digital engagement sessions under GDPR and the FCA’s consumer protection framework.

Other Related Connectors

Shield’s connector portfolio spans the full range of eComms channels and trading platforms used across regulated financial institutions. All connectors feed into a single unified compliance platform, so Unblu data is always reviewed in the context of every other channel your digital advisory and client-facing teams use.

• E-Banking
• BFS Salesforce
• Microsoft Exchange
• Microsoft Teams Chat
• Bloomberg IB and Bloomberg Mail
• Voice and Turret
• Microsoft Teams Voice
• Zoom
• WhatsApp Business
• Mobile (SMS/MMS)
• Gmail

Frequently Asked Questions

Does the Shield Unblu connector cover video consultations as well as live chat?

Yes. Shield captures all Unblu communication modes — including live chat transcripts, video consultation recordings, co-browsing session records, and asynchronous messages — within the unified compliance archive. Video consultation recordings are transcribed using Shield’s AI transcription capability, producing searchable transcripts that enable surveillance and investigation search across the full digital consultation record alongside live chat and message records.

How does the Unblu connector differ from the E-Banking connector?

The E-Banking connector captures secure messages, transaction notifications, and client correspondence generated within the e-banking portal or mobile banking platform — asynchronous digital banking communications between clients and the firm. The Unblu connector captures real-time and scheduled digital advisory engagement — live chat, video consultations, and co-browsing sessions — typically used for more complex, advice-intensive client interactions. Both generate compliance-relevant digital client communications and both may be relevant for firms using both platforms.

Which regulations does the Shield Unblu connector help firms comply with?

The Shield Unblu connector supports compliance with MiFID II Articles 16(7) and 25, FCA Rules SYSC 10A, COBS, and Consumer Duty, SEC Investment Adviser Act Rules 204-2, FINRA Rules 4511 and 3110, and applicable data privacy regulations including GDPR.

Can Unblu data be reviewed alongside email and other client advisory channels during a suitability review?

Yes. Shield ingests Unblu data into the same unified compliance archive as email, phone, and all other client advisory channels. Suitability reviews, client complaint investigations, and regulatory examinations frequently require access to the complete client advisory record — including digital consultation transcripts and recordings alongside email correspondence, phone calls, and account management notes. Shield enables compliance and supervision teams to reconstruct the complete advisory communication record across all channels in a single workflow.

How should firms handle consent and GDPR obligations for Unblu digital engagement recordings?

Unblu digital engagement sessions — particularly video consultations — typically require explicit client consent to be recorded or transcribed. GDPR obligations — including the lawful basis for processing, data subject access rights, and retention limitations — apply to Unblu session recordings, alongside financial services recordkeeping requirements. Shield’s architecture supports privacy-compliant handling of Unblu data, including the preservation of consent records, configurable retention periods, and data residency controls.