Client Risk Profile Updates

A client risk profile is a snapshot with a shelf life. The attitude to risk, capacity for loss, time horizon, income requirement and dependants captured at onboarding describe the client as they were on the day they signed. Three years later that client has changed employer, inherited, retired, separated, taken on a mortgage, or simply aged into a shorter time horizon. The profile on file no longer describes them. Suitability duties generally turn on the client's current circumstances, which means the firm carries a continuing obligation to re-profile and to be able to evidence that it did.

Most practices run this on a spreadsheet of review dates and the memory of whoever maintains it. The questionnaire goes out as an email attachment. Some clients return it complete, some return it with three answers filled in, most return it after the second or third chase. A paraplanner reconciles the new answers against the last profile by eye, flags the ones that moved, and books the adviser call. Past a couple of hundred clients the spreadsheet stops being trustworthy and review dates begin to slide quietly.

The leaks are specific. Reviews that drift past their due date leave live recommendations resting on stale suitability evidence, which is the first thing a regulator, an auditor or a complaints body asks to see. Clients whose circumstances moved materially - a redundancy, a liquidity event, a new dependant, a diagnosis affecting income - go unnoticed until they raise it themselves, which is the same moment they wonder whether a different firm would have noticed first. Advisers spend chargeable hours collecting answers rather than interpreting them. And when the firm is asked to produce the trail - what was asked, when, what the client said, who reviewed it, what changed as a result - it reassembles that trail out of inboxes and shared drives.

Pipeline and stages

One pipeline, Risk Profile Review. An opportunity represents a single review cycle for a single client, so a client on an annual cycle generates one opportunity each year and the pipeline doubles as the review register.

• Review Due - the cycle has opened on schedule; nothing sent yet.
• Questionnaire Sent - invitation delivered, awaiting the client.
• Partially Completed - the client started and abandoned; a different chase applies.
• Responses In - complete submission received, awaiting comparison against the prior profile.
• Material Change Flagged - one or more answers moved beyond tolerance; priority adviser review.
• Adviser Review Booked - meeting on an adviser calendar.
• Awaiting Sign-Off - adviser has met the client; the new profile is not yet attested.
• Profile Updated - new profile recorded, audit record closed, next cycle scheduled.
• Unresponsive - Escalated - the chase sequence is exhausted; handed to the adviser and logged as an attempted review.

Calendars

• Risk Review - Standard - 45 minutes, per-adviser availability, 2 business days minimum notice, buffer of 15 minutes after. Used when nothing material moved.
• Risk Review - Material Change - 60 minutes, narrower windows, 1 business day minimum notice so flagged cases are not queued behind routine ones.
• Paraplanner Clarification Call - 15 minutes, used when a response is internally inconsistent and needs a human to ask what the client meant, before the adviser is involved.

Custom fields

Create these on the contact record. The profile fields are versioned by copying the current value into the prior field before the new value is written, which is what makes change detection possible without a separate database.

• Risk Review Cycle Months - number. 12, 24 or 36, set per client by service tier.
• Risk Review Due Date - date. Drives the cycle opener.
• Risk Review Last Completed - date.
• Attitude To Risk Score and Attitude To Risk Score Prior - number, 1 to 10.
• Capacity For Loss Band and Capacity For Loss Band Prior - text. Low, Medium, High.
• Investment Time Horizon Years and Investment Time Horizon Years Prior - number.
• Knowledge And Experience Band - text. Basic, Informed, Experienced.
• Employment Status and Employment Status Prior - text.
• Dependants Count and Dependants Count Prior - number.
• Income Requirement Changed - yes or no, as stated by the client.
• Material Change Reasons - text. Machine-written list of which comparisons breached tolerance.
• Vulnerability Indicator Declared - yes or no. Set only from the client's own declaration, never inferred.
• Profile Signed Off By - text. Named adviser.
• Profile Signed Off Date - date and time.
• Questionnaire Version - text. The version of the question set the client answered, so the trail shows what was asked.
• Audit Record Link - text. URL of the stored submission PDF.
• Review Attempt Count - number. Increments on each chase.
• Consent Marketing Email, Consent Service SMS - yes or no, recorded separately.

Tags

• risk-review-open, risk-review-complete - cycle state, mutually exclusive.
• material-change - applied on flag, removed on sign-off.
• review-overdue-30, review-overdue-60, review-overdue-90 - escalating, used for the compliance report.
• vulnerability-declared - suppresses all automated chase messaging and forces human-only contact.
• do-not-sms, do-not-email - hard suppressions honoured by every workflow.
• attempted-review-logged - the firm tried and documented the attempt.

Forms

• Risk Profile Questionnaire - the core multi-step form. Sections for personal and employment circumstances, dependants and liabilities, objectives and time horizon, attitude to risk, capacity for loss, knowledge and experience, and a free-text section for anything the client wants the adviser to know. Every page saves progress so an abandoned form can be resumed from the same link. Carries the questionnaire version number as a hidden field.
• Circumstances Change Notification - a short standing form linked from every client email footer, so a client who moves house or changes job can tell the firm between cycles and open an off-cycle review.
• Adviser Sign-Off Form - internal only. The adviser confirms the profile they are attesting to, records the rationale for any override of the scored outcome, and names themselves. This is the record that closes the cycle.
• Vulnerability Self-Declaration - optional, client-initiated, plain language, with an explicit statement of what the firm does with the answer.

BO's role and guardrails

BO handles collection, scheduling and routing. BO does not interpret, advise or recommend. The guardrails are the build, not an afterthought:

• BO may explain what a question is asking in procedural terms - what a time horizon means, where to find a figure - and may confirm what the client submitted.
• BO must never suggest an answer, comment on whether a score is appropriate, discuss any product, fund, portfolio or allocation, or characterize anything as suitable or unsuitable.
• Any message containing a question BO cannot answer within those limits is routed to the owning adviser with the client's exact words, and BO replies only that a qualified adviser will respond.
• Trigger phrases - should I, is this a good, what would you do, can I afford, recommend, invest in - force an immediate human handoff regardless of context.
• Every BO message carries the firm's standing footer identifying BO as an assistant, not an adviser, and stating that nothing in the message is advice.
• BO never sends to a contact tagged vulnerability-declared.
• Full transcripts of every BO conversation are retained on the contact record, because the record-keeping obligation covers automated communications as much as human ones.

Numbers and channels

• One dedicated outbound number for service SMS, registered for application-to-person messaging and kept separate from any marketing number so service and marketing traffic are distinguishable in the logs.
• Email from the firm's own authenticated sending domain, with SPF, DKIM and DMARC in place. Review correspondence should not go out on a shared marketing subdomain.
• Inbound voice routed to the practice line; after hours, a recorded message and a callback request logged against the open opportunity. No AI voice handling of inbound client calls in this build - a firm that wants it should scope the consent and recording requirements with its compliance function first.
• Quiet hours enforced to the client's own time zone; nothing automated sends outside local business hours.

One client, one cycle, start to finish. The client is on a 12-month cycle and last completed a profile 11 months ago.

1. Day minus 30. The nightly scheduler finds Risk Review Due Date falling 30 days out. It copies every current profile value into its matching Prior field, creates an opportunity in Risk Profile Review at stage Review Due, assigns it to the owning adviser, applies risk-review-open, and sets Review Attempt Count to 0.
2. Day minus 30, 9:15am local. The invitation email goes out from the adviser's own address, with a personalized questionnaire link carrying the current Questionnaire Version. The opportunity moves to Questionnaire Sent. No SMS yet - the first contact on a regulated review is always email, so the client has the written context.
3. Day minus 27. The client opens the form, completes the circumstances and dependants sections, and closes the tab. Progress is saved. The opportunity moves to Partially Completed and the partial-completion rescue sequence takes over from the standard chase.
4. Day minus 25. Rescue email: "You got about halfway through your review - your answers are saved, so picking up where you left off takes a couple of minutes." Resume link, same URL. Review Attempt Count increments to 1.
5. Day minus 23. Still incomplete. Service SMS at 10:00am local, only because Consent Service SMS is yes and do-not-sms is absent: "Hi Marianne - your annual review questionnaire is half finished and saved. Finish here: [link]. Reply STOP to opt out of texts."
6. Day minus 22. The client finishes the form. The submission is rendered to PDF, stored, and the URL written to Audit Record Link. New values are written to the live profile fields - the Prior values are already safely held. The opportunity moves to Responses In.
7. Day minus 22, immediately after. Change detection runs. Employment Status has moved from Employed to Self-Employed, and Investment Time Horizon Years has fallen from 15 to 7. Both breach tolerance. Material Change Reasons is written as "Employment status changed; time horizon reduced by 8 years." The material-change tag is applied and the opportunity moves to Material Change Flagged.
8. Day minus 22, within the minute. The adviser gets an internal notification naming the client and the two reasons. The client gets a booking email pointing at Risk Review - Material Change, not the standard calendar, worded neutrally: "Thanks Marianne - that is all received. A couple of things have changed since last time, so let us talk them through properly. Here are Daniel's next available slots." Nothing in that email characterizes the change as good, bad, or requiring any action.
9. Day minus 20. The client books a 60-minute slot. The opportunity moves to Adviser Review Booked. A preparation pack is generated for the adviser: the full submission, a side-by-side of every field against its Prior value with the breaches marked, the free-text comments verbatim, and the complete BO transcript.
10. Day minus 19 and day minus 18. Standard confirmation and reminder sequence - confirmation on booking, reminder 24 hours before, reminder 2 hours before. The 2-hour reminder is SMS if consent exists, otherwise email.
11. Day minus 18. The meeting happens. The adviser does the regulated work: discusses the changes, agrees the revised profile, and explains what it means. None of that is automated and none of it is BO's.
12. Day minus 18, after the meeting. The opportunity moves to Awaiting Sign-Off. The adviser receives the Adviser Sign-Off Form prefilled with the submitted values, overrides the scored attitude-to-risk from 6 to 5, types the rationale, and submits. Profile Signed Off By and Profile Signed Off Date are written.
13. Day minus 18, on submission. The opportunity moves to Profile Updated. Risk Review Last Completed is set to today, Risk Review Due Date is pushed forward by Risk Review Cycle Months, material-change and risk-review-open are removed, risk-review-complete is applied.
14. Day minus 17. A plain confirmation email goes to the client summarizing what is now recorded - attitude to risk, capacity for loss, time horizon, next review date - with a line inviting them to correct anything that looks wrong and a link to the Circumstances Change Notification form for anything that changes before the next cycle. The cycle is closed and the audit trail is one record, not an inbox search.

Eight workflows. Every one of them checks do-not-sms, do-not-email and vulnerability-declared before it sends anything, and every one of them exits the moment the opportunity leaves the stage it was built for. Every client-facing template carries the firm's approved disclosure footer.

1. Review Cycle Opener

Trigger: scheduled, nightly at 02:00 firm time, across all contacts.

Conditions: Risk Review Due Date is exactly 30 days from today, AND the contact is not already tagged risk-review-open, AND the contact has an owning adviser.

Actions, in order:

1. Copy each live profile value into its matching Prior field: attitude to risk, capacity for loss band, time horizon years, employment status, dependants count. This happens first and is the one step that must never be skipped - without it there is nothing to compare against.
2. Create an opportunity in Risk Profile Review at Review Due, named "[First name] [Last name] - review due [month year]", assigned to the owning adviser.
3. Set Review Attempt Count to 0 and clear Material Change Reasons.
4. Apply risk-review-open, remove risk-review-complete.
5. Internal notification to the owning adviser, batched into one daily digest rather than one per client: "6 reviews opened today."

Exit: runs once per contact per cycle; the risk-review-open check prevents a duplicate if the scheduler runs twice.

2. Questionnaire Invitation and Chase

Trigger: opportunity enters Review Due.

Conditions: not vulnerability-declared - those route straight to workflow 7 for human contact.

Actions, in order:

1. Wait until the next weekday at 09:15 client-local.
2. Email from the owning adviser's address, subject "Your [month year] review - a few questions first": "Hi [First name], your next review is due in about a month. Before we meet, please update your details so [adviser first name] is working from current information. It takes around ten minutes and you can stop and come back - your answers save as you go. [Start your review]. If anything has changed that you would rather discuss directly, reply to this email and we will call you."
3. Move the opportunity to Questionnaire Sent. Increment Review Attempt Count.
4. Wait 5 days.
5. Branch - form not started: second email, subject "Reminder: your review questionnaire". "Hi [First name], a quick nudge - we still need your updated details before your review. [Start your review]." Increment attempt count.
6. Wait 4 days.
7. Branch - still not started AND Consent Service SMS is yes: SMS at 10:00 client-local: "Hi [First name], it is [adviser first name]'s office at [firm]. Your review questionnaire is still outstanding: [link]. Reply STOP to opt out of texts." Increment attempt count.
8. Wait 4 days.
9. Branch - still not started: third email, this one offering the alternative: "Hi [First name], if the form is awkward we are happy to go through it on a call instead. [Book 15 minutes with [paraplanner first name]] or [complete it online]." Increment attempt count.
10. Wait 5 days.
11. Branch - still not started: hand to workflow 7.

Exit conditions: exits immediately and permanently on any of - form started (workflow 3 takes over), form completed (workflow 4 takes over), opportunity moved manually by a human, client replies to any message, do-not-email or do-not-sms applied mid-sequence, or the opportunity leaves Questionnaire Sent.

3. Partial Completion Rescue

Trigger: questionnaire first page submitted but the form is not marked complete after 48 hours.

Conditions: opportunity is in Questionnaire Sent or Partially Completed.

Actions, in order:

1. Move the opportunity to Partially Completed. This stops workflow 2 dead - a client who has started needs different copy from one who has not.
2. Wait 2 days.
3. Email, subject "Your answers are saved": "Hi [First name], you made a start on your review questionnaire and then got pulled away - entirely understandable. Everything you entered is saved, so you can pick up exactly where you left off: [Resume]. You have [n] sections left."
4. Wait 2 days.
5. Branch - still incomplete AND Consent Service SMS is yes: SMS at 10:00 client-local: "Hi [First name] - your review questionnaire is part-finished and saved. Finish here: [link]. Reply STOP to opt out."
6. Wait 3 days.
7. Branch - still incomplete: internal task to the paraplanner, "Call [client] - questionnaire stalled at section [n]", due same day, with a link to the Paraplanner Clarification Call calendar to offer the client.
8. Wait 5 days. If still incomplete, hand to workflow 7.

Exit: form completed, human intervention, or suppression tag applied.

4. Change Detection and Routing

Trigger: Risk Profile Questionnaire submitted and marked complete.

Conditions: none - every complete submission runs this.

Actions, in order:

1. Write the submitted answers to the live profile fields. Write Questionnaire Version from the form's hidden field.
2. Render the submission to PDF, push it to the firm's document storage, write the returned URL to Audit Record Link.
3. Move the opportunity to Responses In.
4. Run each comparison against the firm's agreed tolerances. The defaults to start from, to be confirmed by the firm: Attitude To Risk Score moved by 2 or more; Capacity For Loss Band changed at all; Investment Time Horizon Years moved by 3 or more, or crossed below 5; Employment Status changed at all; Dependants Count changed at all; Income Requirement Changed is yes.
5. Write every breach into Material Change Reasons as plain sentences - this text is what the adviser reads and what the audit trail keeps.
6. Branch A - one or more breaches: apply material-change, move to Material Change Flagged, notify the owning adviser immediately by internal message and email with the client name and the reason text, and send the client the booking email pointing at Risk Review - Material Change: "Thanks [First name] - all received. A few things have changed since last time, so let us give it a proper conversation rather than a quick one. Here are [adviser first name]'s next available times: [booking link]." No evaluation of the change appears anywhere in that message.
7. Branch B - no breaches: move to Adviser Review Booked pending booking and send the standard booking email pointing at Risk Review - Standard: "Thanks [First name] - that is everything we needed. Pick a time that suits for your review: [booking link]."
8. Branch C - internally inconsistent answers (for example a time horizon under 3 years with a top-band attitude to risk, or a capacity-for-loss answer that contradicts the stated income requirement): do not route to booking. Create a task for the paraplanner to clarify by phone, and send the client only "Thanks [First name] - received. [Paraplanner first name] will call you to check one or two answers before we book your review." A contradiction is resolved by a person, never by the automation picking the more plausible answer.

Exit: runs once per submission. A re-submission re-runs it in full.

5. Booking, Reminders and Preparation Pack

Trigger: a slot is booked on either review calendar.

Actions, in order:

1. Move the opportunity to Adviser Review Booked.
2. Confirmation email immediately: date, time, duration, format, the adviser's name, and a one-line agenda. For a flagged review the agenda line reads "We will go through the changes you have told us about."
3. Generate the adviser preparation pack and attach it to the opportunity: full submission, field-by-field comparison against Prior with breaches marked, verbatim free-text comments, the complete BO transcript, and the last signed-off profile.
4. Wait until 24 hours before the slot: reminder email with the same details and a reschedule link.
5. Wait until 2 hours before: SMS if Consent Service SMS is yes, otherwise email - "Reminder: your review with [adviser first name] at [time] today. [Join / address]. Reply STOP to opt out."
6. Branch - no-show (not marked attended within 30 minutes of the end): move to Review Due, notify the adviser, and send "Sorry we missed you, [First name] - rebook whenever suits: [link]." After a second no-show, stop automated rebooking and create a task for the adviser instead.
7. Branch - attended: move to Awaiting Sign-Off and fire workflow 6.

Exit: cancellation, reschedule (the sequence restarts against the new slot), or sign-off.

6. Sign-Off and Audit Close

Trigger: opportunity enters Awaiting Sign-Off.

Actions, in order:

1. Email the owning adviser a link to the Adviser Sign-Off Form, prefilled with the submitted values and the change reasons.
2. Wait 2 business days. If not submitted, reminder to the adviser. Wait 3 further business days. If still not submitted, notify the compliance owner - an unattested profile after a completed meeting is the single most dangerous state in this pipeline, and it should never age quietly.
3. On submission: write Profile Signed Off By, Profile Signed Off Date, and any overridden values with the adviser's stated rationale. Overrides are recorded alongside the scored outcome, never over the top of it.
4. Set Risk Review Last Completed to today and Risk Review Due Date to today plus Risk Review Cycle Months.
5. Remove risk-review-open, material-change and any overdue tags. Apply risk-review-complete.
6. Move the opportunity to Profile Updated.
7. Wait 1 day. Client confirmation email listing what is now on record and the next review date: "Hi [First name], here is what we have recorded after your review: [summary]. Your next review is due [date]. If any of this does not look right, reply and tell us. If your circumstances change before then, you do not need to wait - tell us here: [Circumstances Change Notification]." The summary restates the record; it makes no recommendation and comments on nothing.

Exit: sign-off submitted. No automated path closes a cycle without it.

7. Unresponsive Escalation and Attempted-Review Log

Trigger: handed over by workflow 2 or 3, or Risk Review Due Date passes with the opportunity still before Responses In.

Actions, in order:

1. Move the opportunity to Unresponsive - Escalated.
2. Apply review-overdue-30. Stop all automated client messaging on this cycle - more automated chasing after four or five attempts produces nothing but a worse record.
3. Create a task for the owning adviser: "Personal contact required - [client] review overdue, [n] documented attempts, last contact [date]." Due in 3 business days.
4. Wait 30 days. If still unresolved, apply review-overdue-60 and notify the adviser's manager.
5. Wait 30 days. If still unresolved, apply review-overdue-90 and notify the compliance owner.
6. At each escalation, write an attempted-review record to the contact: every attempt, its channel, its timestamp, and the outcome. Apply attempted-review-logged. The firm cannot force a client to respond; it can document precisely that it tried, and that record is the point of this workflow.

Exit: the client responds (back to workflow 3 or 4), or a human closes the opportunity with a stated reason.

8. Off-Cycle Change and Integrity Reporting

Trigger A: Circumstances Change Notification form submitted.

1. Notify the owning adviser immediately with the client's verbatim text.
2. Branch - if the client has flagged a change to employment, dependants, income need or health affecting income, open a new review cycle at once regardless of the scheduled due date: run workflow 1's field-versioning step, create the opportunity at Review Due, and send the questionnaire. A mid-cycle material change makes the scheduled date irrelevant.
3. Otherwise create an adviser task to assess whether an off-cycle review is needed, with a 2-business-day due date.
4. Acknowledge to the client: "Thanks [First name] - that is logged and [adviser first name] has it. Someone will be in touch within two working days."

Trigger B: scheduled, first business day of each month at 07:00.

1. Compile and email the compliance owner and each adviser their own figures: open reviews by stage, overdue counts by tag, completion rate, median attempts to completion, material change rate, median days from Responses In to Profile Updated, unattested profiles over 5 business days old, and the attempted-review list.
2. Branch - if any contact has no Risk Review Due Date, or an owning adviser who is no longer active, include it in an exceptions block at the top. These are the records that quietly fall out of the process, and they only surface if something looks for them every month.

Exit: both triggers are self-contained and run to completion.

Reviews stop depending on anyone remembering. The due date drives the cycle, the cycle drives the chase, and the chase stops when the client responds rather than when someone notices. The register is the pipeline, so "how many reviews are open and how overdue are they" is a view, not a reconciliation exercise.

Change detection becomes mechanical. Previously a paraplanner compared two documents and formed a judgment about whether anything mattered; now the comparison runs on every submission against explicit tolerances, and the judgment is reserved for the cases that actually breached them. The adviser's hour goes into the conversation instead of into the collection.

The evidence position changes most. For every cycle the firm can produce, from one record: the version of the question set the client was asked, the date it was sent, every chase attempt and its channel, the client's verbatim answers as submitted, the automatic comparison against the prior profile, the adviser who signed off, the date and time they did, and the rationale for any override. That is the shape of trail an audit or a complaint asks for, assembled as a by-product of running the process rather than as a project after the fact.

Watch these, monthly:

• Overdue review count and the age distribution across the 30, 60 and 90 day tags. This should trend to near zero and stay there; a rising 90-day bucket is the signal that something upstream is broken.
• Questionnaire completion rate, and separately the partial-abandonment rate. A high abandonment rate concentrated on one section means that section is badly worded, not that clients are uncooperative.
• Median attempts to completion. If it is drifting up, the first email is not landing - check deliverability before adding more chases.
• Material change rate - the share of completed reviews that flag. Too low usually means the tolerances are too loose to catch anything; too high means they are too tight and advisers will start ignoring the flag.
• Days from Responses In to Profile Updated. This is adviser-side latency and it is where cycles actually stall.
• Sign-off override rate and reasons. A pattern of advisers overriding the same scored question in the same direction is evidence the question set needs revising.
• Attempted-review count - clients the firm documented trying to reach and could not. This number is a compliance artefact in its own right.

Data and client records

• A clean client list with the owning adviser named on every record. Reviews route by owner, and an unowned client silently never gets one.
• The last completed profile date for every client, and the cycle length that applies to them. If this does not exist, the build has nothing to schedule from - decide a policy for unknown dates before launch rather than letting the scheduler guess.
• Agreed, written tolerances for what counts as a material change. These are the firm's judgment, not the platform's defaults, and they should be signed off by whoever owns suitability before a single review goes out.
• The current questionnaire version, numbered, with a decision on what happens to in-flight reviews when the question set changes mid-cycle.

Integrations

• Calendar sync for every adviser, two-way, so review slots cannot double-book against client meetings held elsewhere.
• Document storage for the submission PDFs - the firm's own storage, within whatever retention and jurisdiction rules apply to it. The platform holds the link; the record of truth should sit where the firm's retention policy can reach it.
• A sync to the practice management or back-office system if one exists, so the profile does not become a second source of truth. Decide which system wins on conflict before you connect them.

Numbers and messaging registration

• Provision a dedicated number for service SMS and complete application-to-person registration - in the United States that is 10DLC brand and campaign registration, filed under the firm's legal entity with sample copy that matches what you will actually send. Approval takes time; start it in week one, not the week before launch.
• Register the service traffic as a separate campaign from any marketing traffic. Mixing them is how a firm ends up with service reminders filtered as promotional.
• Implement opt-out on every channel: STOP, UNSUBSCRIBE, CANCEL and QUIT honoured immediately and irreversibly on SMS, a working unsubscribe header and link on email, and a written confirmation that the opt-out took effect. Opting out of messaging must never remove the client from the review register - it changes the channel, not the obligation.
• Set quiet hours to the client's own time zone and respect them without exception.
• Authenticate the sending domain with SPF, DKIM and DMARC, and warm it if it is new.

Compliance, and the limits of this build

Risk profiling sits directly on top of suitability and record-keeping obligations, and those obligations differ by jurisdiction, by license, and by the kind of business the firm writes. Three things shape what this automation may do, and all three need your own compliance function's sign-off before launch:

• Suitability. Collecting information is not assessing it. The automation gathers, compares and routes; a qualified adviser assesses. Keep the boundary explicit in the copy, in BO's instructions, and in the sign-off step - the attestation is a named human's, always.
• Record-keeping. Decide what must be retained, for how long, and in what form, and configure retention to match before go-live. Automated messages and chatbot transcripts are communications with a client and are generally retainable on the same basis as any other. Build for that from the start; retrofitting a trail is not possible.
• Disclosure. Whatever your rules require on the face of client communications - firm identity, license or registration details, the status of the sender, the statement that a message is not advice - belongs in the footer of every template and every BO reply, not just the first one. Have your compliance function approve each template as written copy before it is loaded.

Two further items worth settling early. First, personal data: a risk questionnaire collects financial circumstances, dependants and sometimes health-related information, which in most data-protection regimes is a higher-sensitivity category - confirm your lawful basis, retention period and cross-border transfer position for the storage you connect. Second, vulnerability: if the firm operates a vulnerable-client policy, decide how a declaration interacts with automated contact, and default to human-only where there is any doubt.

None of the above is legal or regulatory advice, and it is not a compliance checklist. The requirements that bind your firm are set by your regulator, your license and your jurisdiction. Confirm every specific - what you must collect, how often you must re-profile, what you must disclose, what you must retain and for how long - with your own compliance function and your own counsel before this goes live. If you want help scoping the build around their answers, book a call at bookings.appbo.io.