# Unblu — Customer Service & Helpdesk

Unblu by Unblu Inc. holds a panel rating of 3/5 from 6 AI judges (category median 2.5/5), as of 2026-10-27. Provenance: provenance unknown; sovereignty: 1 of 4 dimensions proven.

- Vendor: Unblu Inc. (https://www.unblu.com)
- Category: [Customer Service & Helpdesk](https://whats-best.ai/software/customer-service.md)
- Provenance (editorial classification): provenance unknown
- Canonical page: https://whats-best.ai/software/customer-service/unblu
- Alternatives: https://whats-best.ai/software/customer-service/unblu/alternatives ([markdown](https://whats-best.ai/software/customer-service/unblu/alternatives.md))
- Data as of: 2026-10-27 · evaluated 2026-10-27 · oldest source captured 2026-10-27

**AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology

## At a glance

- Vendor: Unblu Inc.
- Headquarters: Not stated on the vendor’s pages as of 27 Oct 2026
- Data hosting: Not stated on the vendor’s pages as of 27 Oct 2026
- Free plan: Not stated on the vendor’s pages as of 27 Oct 2026

## The panel's verdict

Unblu Inc., a Basel-based customer-service platform whose integrations cluster in banking, scores highest on customer data protection, 7 to 8, and integrations, a flat 7. Judges credit retention that executes — per-category intervals, a garbage-collection job, deletion sweeping messages, files and recordings, audit logs storing the requesting IP — and an openly documented web API with OpenAPI in JSON and YAML, versions v2 to v4, webhooks, and native integrations into Avaloq, Backbase, Temenos, Finnova and Salesforce. Weakest are ticketing core and knowledge and self-service, both flat at 4: routing is genuine — automatic dispatch, up to four priority bands, forwarding to teams — but no public information exists on SLA timers, breach warnings or response-time reporting, and knowledge is a ChatGPT-fed bot corpus with no editorial workflow or deflection reporting. Judges split on omnichannel and sovereignty, both spanning 5 to 7: lower scores weigh missing email, requester portal and WhatsApp consent handling, plus jurisdiction and residency recorded as unconfirmed against the imprint's Basel entity; higher scores credit the named Swiss cloud and ISO 27001. No public prices exist.

**Speaks for it:**
- Retention that executes — per-category intervals, a garbage-collection job, and conversation deletion that sweeps messages, files, recordings and participations
- Audit log entries storing the requesting IP of each change, alongside granular role-based permissions by conversation sensitivity
- Chat escalating mid-issue to voice, video or co-browsing without the customer starting over, with WhatsApp native through the WhatsApp Business Cloud API
- An openly documented web API — OpenAPI in JSON and YAML, versions v2 to v4, webhooks, Java libraries on Maven Central — plus native Avaloq, Backbase, Temenos, Broadridge, Finnova and Salesforce integrations and queue delegation to a third-party ACD
- A Swiss sovereign cloud hosted by T-Systems Schweiz AG in Zollikofen and Bern, an on-premise option, and downloadable ISO 27001 and SOC 2 Type 2 certificates

**Held against it:**
- No public information on SLA timers, breach warnings, escalation chains or first-response and resolution reporting
- Knowledge resources immutable once the database is created, with no editorial workflow, versioning, review dates or deflection reporting
- No public information on inbound email as a channel, a requester-facing portal, or stated consent handling for WhatsApp
- No published subprocessor list, with US Cloud Act exposure flagged for the GCP and IBM Financial Services Cloud deployment options
- No public prices of any kind — a contact email and a whitepaper behind a request form are the only paths

**Best for:**
- You run a bank or wealth platform and want native embedding in Avaloq, Backbase, Temenos, Broadridge, Finnova or Salesforce
- You must host in Switzerland — the sovereign cloud names T-Systems Schweiz AG in Zollikofen and Bern — or deploy on-premise
- Your auditors need retention and deletion machinery you can demonstrate: per-category intervals, deletion notices, audit logs storing requesting IPs
- You already run a third-party ACD and want to delegate the queue rather than replace your telephony stack

**Avoid if:**
- Your operation runs on SLA clocks — ticketing core scored 4, and no public information exists on timers, breach warnings or response-time reporting
- You need a managed knowledge base your editors can version and review — resources are immutable once the database is created and no deflection reporting backs the up-to-80% resolution claim
- You must avoid US-provider exposure — ask the vendor: the public pages we read do not show it

## Scores by judge and criterion

Scores out of 5, each judge scoring independently against the published rubric (v1). "n/r" = not rated: the vendor publishes no price.

| Criterion | The Support Lead | The Agent Advocate | The Data Protection Officer | The Shop Operator | The Integrator | The Skeptic |
| --- | --- | --- | --- | --- | --- | --- |
| Ticketing, queues & SLA | 2/5 | 2/5 | 2/5 | 2/5 | 2/5 | 2/5 |
| Channels in one queue | 3/5 | 3.5/5 | 2.5/5 | 3/5 | 3.5/5 | 3.5/5 |
| Knowledge base & deflection | 2/5 | 2/5 | 2/5 | 2/5 | 2/5 | 2/5 |
| Customer data protection | 3.5/5 | 3.5/5 | 4/5 | 3.5/5 | 3.5/5 | 4/5 |
| Integrations & API | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 |
| European sovereignty | 3.5/5 | 3/5 | 3.5/5 | 2.5/5 | 3.5/5 | 3/5 |
| Pricing transparency | n/r | n/r | n/r | n/r | n/r | n/r |
| **Weighted verdict** | **2.5/5** | **3/5** | **3.5/5** | **3/5** | **3/5** | **3/5** |

### The judges

- **The Support Lead** (v1.0): Runs a team of twelve against an SLA the sales team promised. Wants routing that reflects skill, timers that warn before they breach, and reporting she can take to a quarterly review. Reads "AI-powered" as a claim to be checked against the queue on a Monday morning.
- **The Agent Advocate** (v1.0): Has answered tickets for six years and judges every tool by the hundredth reply, not the first. Wants search that finds the old thread, macros that save real keystrokes, and one screen rather than four tabs. Treats agent-activity dashboards as a smell.
- **The Data Protection Officer** (v1.0): Sees a ticket archive for what it is: years of personal data customers typed themselves, including the things they should not have. Wants retention that executes, redaction, an audit of who read what, and an answer on whether vendor support can open a ticket.
- **The Shop Operator** (v1.0): Handles "where is my parcel" at volume and needs the order in front of the agent without a second login. Judges omnichannel by whether WhatsApp and the shop actually land in one queue, and deflection by whether the ticket count falls in December.
- **The Integrator** (v1.0): Has to wire the helpdesk into a CRM, a shop and an identity provider that all predate it. Wants a documented API with rate limits, webhooks that retry, SCIM, and a sandbox. Reads a partner-contact form on an integrations page as a missing API.
- **The Skeptic** (v1.0): Counts the channel logos on the marketing page, then asks which of them share one queue and one history. Reads for the tier where SLA policies begin, what a "light agent" may actually do, and whether the AI summariser is included or metered.

## European sovereignty — proven facts

Built only from facts on the vendor's own pages; a dimension we could not prove is left open, never scored as zero. Headline: 1 of 4 dimensions proven.

| Dimension | Finding | Points | Source |
|---|---|---|---|
| Legal entity | Not determined | — | — |
| Ownership | Not determined | — | — |
| Data residency | Not determined | — | — |
| Subprocessors | US CLOUD Act reach | 0/2 | [S3] |

## Key facts

Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources).

**Compliance**
- Access control: granular role-based permissions [S6]
- AI customer data: no [S3]
- AI labelling: yes [S3]
- AI policy: yes · no [S3]
- Aria audit trail: Full audit trail for MiFID II, FINMA, SEC compliance [S1]
- Background screening: yes · yes [S3]
- Certifications: ISO 27001:2022 · SOC 2 Type 2 [S6]
- Cve monitoring: 24 [S3]
- Data centre ownership: no [S3]
- Ddos protection: yes [S3]
- Dlp interceptor: message and file interceptor integrating with external DLP applications [S6]
- Encryption: AES-256 · yes [S3]
- Encryption key rotation: yes [S3]
- Gcp platform certifications: yes [S3]
- GDPR: yes [S3]
- Ibm fs cloud validated: yes [S3]
- Identity verification: client verification via e-banking or wealth portal authentication [S6]
- Irqao registered: yes [S3]
- ISO 27001: ISO 27001:2022 · yes [S3]
- ISO 27001 certificate download: ISO 27001:2022 certificate · direct download [S3]
- SOC 2 type2: GCP and OTC deployments · SOC 2 Type 2 · yes [S3]
- Tls: yes · TLS 1.2 [S3]
- Wcag: WCAG 2.1 Level AA [S6]

**Data**
- Audit log ip storage: yes [S10]
- Conversation deletion scope: messages · files exchanged · bot threads · conversation-specific config and text property settings · canned response usages · invitations · recordings and blobs · participations, presences, state changes, sessions · yes [S10]
- Created conversation cleanup: CREATED · request or PIN engagement type · never any messages [S10]
- Created conversation cleanup properties: com.unblu.conversation.cleanup.created.checkInterval · com.unblu.conversation.cleanup.created.minTimeSinceCreation · com.unblu.conversation.cleanup.created.batchSize [S10]
- Default interval property note: com.unblu.record_retention.conversationRetentionIntervalDefault · no [S10]
- Deletion after agreement: yes [S3]
- Deletion notice options: one week before deletion · one week before · one day before · day of deletion · never [S10]
- Device cookie expiry property: com.unblu.identifier.deviceCookieMaxAge [S10]
- Device info contents: OS name and version · browser · raw user agent · device type · screen size · device identifier · person · last seen · last 2FA completion · push tokens and settings for push devices [S10]
- Geolocation contents: continent · country · region · city · coordinates · time zone · no [S10]
- Geolocation tracking disable property: no · com.unblu.platform.server.geolocation.geoLocationTrackingEnabled · new sessions only [S10]
- Orphan payload cleanup defaults: 50000 · 300 · 1000 [S10]
- Orphan payload cleanup disable: no · com.unblu.server.storage.blob.deliveryLogOrphanPayloadCleanup.enabled [S10]
- Presence retention default: superadmin · yes [S10]
- Presence retention preview: yes · com.unblu.platform.enablePreview [S10]
- Processor role: data processor [S3]
- Retention: yes · one year [S3]
- Retention admin permissions: change within bounds · can disable entirely [S10]
- Retention configuration interface: Record retention section of Account Configuration · /recordretention/update [S10]
- Retention event sources: creation timestamp · conversation end timestamp · presence end timestamp · call execution timestamp [S10]
- Retention max interval properties: com.unblu.record_retention.webhookDeliveryLogRetentionIntervalMaximum · com.unblu.record_retention.auditLogRetentionIntervalMaximum · com.unblu.record_retention.presenceRetentionIntervalMaximum · com.unblu.record_retention.conversationRete… [S10]
- Retention max interval recommendation: more than 1 year strongly discouraged · 1 year [S10]
- Retention mechanism: interval then marked for deletion and garbage collection job [S10]
- Retention min intervals: 1 day · 1 day · 1 day · 1 hour [S10]
- Retention policy entities: audit log entries · conversations · person presences and related entities · webhook call log entries [S10]
- Webhook blob threshold: 5000 [S10]

**Hosting**
- Gcp financial cloud: Google Cloud Platform · yes · yes [S3]
- Ibm fs cloud: regulated financial workloads · AES-256 [S3]
- Residency options: Unblu Financial Cloud · Swiss sovereign cloud · on-premise [S6]
- Swiss sovereign cloud: T-Systems Schweiz AG · Swiss · Zollikofen · Bern [S3]

**Integrations**
- Acd delegation: yes [S4]
- Acd third party queue: Queue can be delegated to a third-party ACD system [S5]
- API versions: v2 · v3 · v4 [S12]
- API webhooks: APIs · Webhooks · Bot Actions APIs · CRM · core banking [S6]
- Authentication mechanisms: basic · api_secrets_bearer · authenticator_service [S12]
- Avaloq: Native integration with Avaloq web and mobile front ends [S1]
- Backbase: Integration with Backbase apps: secure messaging, video, AI chat [S1]
- Basic auth warning: Basic auth not recommended for browser-based calls [S12]
- Bot frameworks: Bot Integration component connects bot frameworks such as RASA or Microsoft Bot Framework with the Unblu server [S9]
- Bot person endpoint: /persons/createOrUpdateBot endpoint; bot persons also editable in Aria UI [S9]
- Broadridge: Native integration with Broadridge Advisor Workstation [S1]
- Broadridge: Broadridge Advisor Workstation [S6]
- Cloud hostname: unblu.cloud [S12]
- Copilot API: Direct Line 3.0 API [S9]
- Core banking: Avaloq [S6]
- Entity types: Entities include user, team, conversation, account [S12]
- Entry paths: unblu · app [S12]
- Expand parameter: yes [S12]
- Finnova: Integration with Finnova E-Banking, Mobile Banking, Advisor Workbench [S1]
- Finnova: Finnova [S6]
- Hosting regions note: Cloud fixes entry path prefixes to defaults (app/unblu) [S12]
- Java library: yes · Maven Central · GitHub [S12]
- Knowledge resource download: download resource; web resources as tar.gz, files as-is [S8]
- No patch syntax: no [S12]
- Openapi location: /rest/v2/openapi · /rest/v3/openapi [S12]
- Openapi spec: JSON · YAML · yes [S12]
- Optimistic locking: Version field used for optimistic concurrency control [S12]
- Pagination: yes [S12]
- Personpresence endpoint: /personpresences/read returns propagated authentication values so bots can call third-party systems on user's behalf [S9]
- Restrict dialog length: /bots/restrictDialogCounterpart endpoint limits message length per bot dialog; adjustable during dialog [S9]
- Schemas: API reference includes a large set of documented schemas [S11]
- Search endpoints: yes [S12]
- Search operators: CONTAINS · EQUALS · NOT_EQUALS · GREATER_THAN · LOWER_THAN · IN · NOT_IN · IS_NULL · IS_NOT_NULL · IN_RANGE · NOT_IN_RANGE [S12]
- Secret masking: SECRET and MULTILINE_SECRET config properties masked in expanded reads [S12]
- Server bundled docs: <unblu-server>/unblu/servicesdocumentation [S12]
- Temenos: Integration with Temenos Digital, Wealth, Journey Manager [S1]

**Legal**
- Board: Tecla Solari · Annina Bernath · Marcel Nickler · Andreas Sturm [S2]
- Copyright entity: UNBLU INC. [S1]
- Copyright entity: 2026 · Unblu Inc. [S3]
- Copyright holder: 2026 · UNBLU INC. [S6]
- Copyright notice: Site content protected by copyright; reproduction requires prior written consent of Unblu [S2]
- Germany entity: Unblu GmbH · Neue Mainzer Strasse 66-68, Eurotheum, D-60311 Frankfurt am Main [S2]
- Germany register: HRB 115927 [S2]
- Germany VAT: DE 329335287 [S2]
- Hq entity: headquarters · Unblu Inc. · Gartenstrasse 143, 4052 Basel, Switzerland [S2]
- Hq register: CH-140.3.003.301-4 · Commercial register of canton Basel-Stadt [S2]
- Hq VAT: CHE-114.546.895 [S2]

**Product**
- AI resolution rate: up to 80% of routine queries resolved instantly · yes · 24/7 [S6]
- All agents busy behavior: yes [S4]
- Analytics API: Web API includes analytics dashboards, data and widgets endpoints [S11]
- Aria adoption stat: At BPER, 90% of AI-suggested replies sent unchanged [S1]
- Aria AI orchestration: Aria AI orchestration, LLM-agnostic, human in the loop, routes between AI, advisors, core systems [S1]
- Audit API: Web API includes Audit endpoint for audit data [S11]
- Auth propagation properties: ID propagation auth info config properties for PUBLIC and INTERNAL entry paths [S9]
- Autodispatching reservation: milliseconds · ACCOUNT · com.unblu.session.inboundConversationReservationTimeout [S5]
- Automatic dispatch background tabs: yes [S4]
- Automatic dispatch behavior: Automatic dispatch reserves conversations; agents accept or decline [S4]
- Automatic dispatch scope: individual agents · teams · entire accounts · globally [S4]
- Automatic dispatch type restriction: no [S4]
- Automatic dispatching: com.unblu.queue.ui.autodispatching.autoRequestDispatchingEnabled · yes [S5]
- Bot personas: bot persona with description defining tone [S8]
- Bot types: dialog bots and conversation-observing bots [S9]
- Busy as available behavior: When all agents busy, Unblu can tell visitors agents are offline and only allow offline chat requests (com.unblu.agentavailability.treatBusyAsAvailable=false) [S5]
- Busy band cascading: Busy status applies to band and lower bands; agents stay available for higher bands [S4]
- Busy band disable: 0 [S4]
- Busy limits priority bands: Busy limits support up to four priority bands, each with its own concurrent-session limit [S5]
- Busy priority bands: 4 [S4]
- Calls API: Web API includes Calls endpoints (audio/video call management) [S11]
- Capabilities listed: Personalized Wealth Advisory · Contact Center Efficiency · Conversational AI in Banking · AI-Powered Workbench · AI Virtual Agent · Messaging · Video & Voice · Collaboration · Unblu Branch · Integration [S2]
- Case study bper: 64% cross-selling success improvement · BPER Banca [S6]
- Collaboration: Co-browse/collaboration; most widely adopted capability across 70% of Swiss cantonal banks [S1]
- Compliance recording: full session recording and audit trail [S6]
- Concurrent session limit: yes [S4]
- Conversation forwarding: Conversation forwarding to another agent, team or named area [S5]
- Conversation forwarding: agent · team · named area [S4]
- Conversation history: full chat history and conversation summaries [S6]
- Conversation priority source: conversation template [S4]
- Database deploy complete only: COMPLETE [S8]
- Database persona redeploy: yes [S8]
- Database resources immutable: no [S8]
- Database single live: 1 [S8]
- Database states: CREATING · COMPLETE · CREATION_FAILED · START_CREATION_FAILED [S8]

**Support**
- Compliance center docs: documentation portal · yes [S3]
- Hq hours: Mon-Fri: 8:30 a.m. – 5:30 p.m. · Switzerland headquarters [S2]
- Whitepaper: yes · Unblu Financial Cloud whitepaper · yes [S3]

81 more facts on the canonical page: https://whats-best.ai/software/customer-service/unblu

## Questions

### Is Unblu European?

Not determined: the vendor’s pages as captured do not say where Unblu is based.

### Where does Unblu store data?

Not stated on the vendor’s pages as of 27 Oct 2026.

### Does Unblu have a free plan?

Not stated on the vendor’s pages as of 27 Oct 2026.

### What are the best alternatives to Unblu?

As of 27 Oct 2026, the panel rates [Zendesk (3.5/5)](https://whats-best.ai/software/customer-service/zendesk), [HubSpot Service Hub (3/5)](https://whats-best.ai/software/customer-service/hubspot-service-hub) and [Crisp (3/5)](https://whats-best.ai/software/customer-service/crisp) highest among the other 32 Customer Service & Helpdesk products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [Zammad](https://whats-best.ai/software/customer-service/zammad) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [Unblu alternatives](https://whats-best.ai/software/customer-service/unblu/alternatives).

## What this page leaves out

- We found no public information on pricing on the pages we read (unblu.com, unblu.com/en/imprint, unblu.com/en/security-compliance, docs.unblu.com/latest/knowledge-base/guides/conceptual/queue-dispatching.html, docs.unblu.com/latest/knowledge-base/configuration/conversations/queue-configuration.html, unblu.com/en/platform/live-chat and 6 more). If the vendor publishes it somewhere else, send us the page.
- 17 compliance facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 7 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 4 data facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material.
- 1 hosting fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 1 integrations fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material.
- 2 sovereignty dimensions could not be confirmed on the vendor’s own pages and are shown as unknown.

## Sources

- [S1] Vendor page: https://www.unblu.com (checked 2026-10-27)
- [S2] Imprint — found from the homepage: https://www.unblu.com/en/imprint (checked 2026-10-27)
- [S3] Security / trust page — found from the homepage: https://www.unblu.com/en/security-compliance (checked 2026-10-27)
- [S4] Ticketing, queues & SLA — found from sitemap: https://docs.unblu.com/latest/knowledge-base/guides/conceptual/queue-dispatching.html (checked 2026-10-27)
- [S5] Ticketing, queues & SLA — found from sitemap: https://docs.unblu.com/latest/knowledge-base/configuration/conversations/queue-configuration.html (checked 2026-10-27)
- [S6] Channels in one queue — found from sitemap: https://www.unblu.com/en/platform/live-chat (checked 2026-10-27)
- [S7] Channels in one queue — found from sitemap: https://docs.unblu.com/latest/knowledge-base/integration/third-party-software/whatsapp.html (checked 2026-10-27)
- [S8] Knowledge base & deflection — found from sitemap: https://docs.unblu.com/latest/knowledge-base/integration/ucb/knowledge-bot.html (checked 2026-10-27)
- [S9] Knowledge base & deflection — found from sitemap: https://docs.unblu.com/latest/knowledge-base/aria/bots.html (checked 2026-10-27)
- [S10] Customer data protection — found from sitemap: https://docs.unblu.com/latest/knowledge-base/configuration/basics/record-retention-policies.html (checked 2026-10-27)
- [S11] Integrations & API — found from sitemap: https://docs.unblu.com/latest/reference/unblu-web-api/index.html (checked 2026-10-27)
- [S12] Integrations & API — found from sitemap: https://docs.unblu.com/latest/knowledge-base/integration/web-api-webhooks/web-api.html (checked 2026-10-27)

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Cite as: whats-best.ai, "Unblu — Customer Service & Helpdesk", AI panel analysis, as of 2026-10-27. https://whats-best.ai/software/customer-service/unblu

Corrections: https://whats-best.ai/correct/1068?target=page