Infrastructure / Security and Identity / LeapXpert
Your customers are chatting on WhatsApp. None of these conversations are archived.
LeapXpert: WhatsApp, iMessage, SMS, and Signal—archived and organized according to your rules in Microsoft Teams and Microsoft Purview.A customer writes in the app that they open it a hundred times a day, and they won’t switch just to please your compliance department. Meanwhile, these conversations take place on phones: no archives, no search capabilities, and nothing remains when an employee leaves the company. LeapXpert brings these conversations into the Microsoft tools you already manage.
Three Reasons Why These Conversations Slip Through the Company's Cracks
None of these is a mistake. They are normal behaviors, which is why an internal policy does not prohibit them.
The customer chooses the app, not the company
A customer who messages their advisor on WhatsApp won’t open a secure portal just because the company prefers it. They expect a response right where they asked the question—and often within an hour.
Rejecting this channel means losing the conversation, not just moving it elsewhere.
Banning WhatsApp Does Not Delete Conversations
The directive has been signed, and the messages keep coming on the personal phone, where no one can see them. The company believes it has resolved the issue just as it loses sight of it.
A ban that is circumvented is reassuring, and that is what makes it dangerous.
An employee who leaves the company takes the relationship with them
The history of his conversations with his clients remains on his phone. In the event of a dispute, an audit, or a request from an authority, there is nothing to search for, nothing to produce, and sometimes nothing to prove.
A conversation that isn't archived cannot be produced on the day you're asked for it.
Two operating modes—and the phone decides which one to use
Neither is generally better. It all depends on the device: a company-provided phone gives you a choice, while a personal phone leaves you with no choice.
Common apps, using your business number
The employee continues to send messages via WhatsApp, iMessage, SMS, Signal, or Telegram using the company-provided phone and their work number. The messages are sent as usual, then imported into the platform and archived.
- Nothing new for the employee to learn
- The customer keeps the number they're familiar with
- Archived texts, images, files, voice messages, and reactions
- For company phones only
The Limit. A message that violates your data loss prevention policies is detected and flagged, but it is not blocked before being sent.
Conversations in Microsoft Teams or in the Leap Work app
The customer stays in their app. The employee replies to them via Microsoft Teams or through the publisher’s Leap Work app, using a separate business number. Each message passes through the platform before being delivered.
- Can be used on a personal phone
- Customer conversations alongside internal conversations, in Teams
- WhatsApp voice calls made and received from Teams
- A business number separate from the personal number
The advantage: A message that violates your rules can be blocked before it’s sent—not just reported after the fact.
Your advisors and your administration do not need to use the same method
An advisor who communicates with clients every day using a company phone works in native mode. A team that uses its personal phones uses Teams. Both modes coexist within the same company, and this is the most common situation.
What the platform offers, in order of importance
Archiving first, rules next, and the rest later. An AI assistant that accesses conversations that haven't been archived yet just shifts the problem.
Everything that is written and sent, including what has been deleted
Text messages, images, files, voice messages, emojis, and reactions, as well as deleted messages. Both one-on-one and group conversations, with the customer’s consent obtained and retained.
Customer conversations in Teams
The Leap Work for Teams app integrates into Teams conversations, both on computers and mobile devices. Since September 2025, it has also allowed users to make and receive WhatsApp voice calls without leaving Teams.
Your rules applied to messages
Data loss prevention, whether platform-specific or provided by Microsoft Purview. Information barriers between teams that are not supposed to communicate with each other, message templates, and legal notices required on a channel.
Exported to the archive you're already using
Conversations are sent to Microsoft Purview, Verint Financial Compliance, or other archiving and monitoring systems, either through pre-built connectors or via export: email, XML file, or API.
Access via Entra ID; encryption using your keys
Single sign-on via Microsoft Entra ID and multi-factor authentication, role-based permissions, and network address restrictions. Application-level encryption using keys you control, tamper-proof audit logs, and antivirus scanning of received files.
What Comes After Compliance
The publisher offers modules that leverage these conversations: Signals to identify trending topics, Maxen to help advisors prepare their responses, and workflows that convert a message into a request for approval. These are added once the archiving system is in place.
How We Do It
LeapXpert provides the platform. What determines the outcome lies in the surrounding elements: Entra ID, Teams, Purview, Intune and the existing archive. The first step takes place before the quote is issued, because it determines the approach, the number of licenses, and sometimes even the very feasibility of the project.
Who is texting whom, and on which phone?
We’ll work with you to identify the groups of employees who interact with customers, the applications actually in use, the phones used (whether company-provided or personal), and what your obligations require you to retain—and for how long.
We’re also looking at what your licenses Microsoft 365 already cover in terms of conservation and research. For some groups, we’ve concluded that an email is sufficient. We’ll let you know.
Integration with Your Microsoft Environment
Entra ID authentication, app installation in Teams, retention and policies in Purview, and enrollment in Intune company phones that will operate in native mode.
First one group, then the others
A pilot group is being launched, starting with the consent message that its customers will receive in their first message. Data loss prevention rules are initially set as alerts, to allow time to assess what false positives they might generate.
A rule that blocks a legitimate message is disabled within a month, and the company then finds itself with fewer safeguards than before.
When an employee joins the company, and when they leave
A new advisor must be set up on the day they arrive. When an employee leaves the company, their conversations remain archived within the company, and the employee’s clients are transferred to a colleague. Both parties agree to this arrangement once, in writing.
What You Need to Know Before Making a Decision
Six frequently asked questions, along with our answers— even when they don't go our way.
Is this limited to banks?
No. Financial institutions are the most at risk, because their obligations to retain records of conversations with clients are clearly spelled out in writing. But this issue arises in any company where a written message to a client creates a binding obligation for the company: wealth management, insurance, trust services, real estate, and trading.
The starting point is the same everywhere: figuring out which conversations you need to be able to retrieve, and for how long.
Where are the conversations hosted?
According to the terms and conditions published by the publisher, European customers are hosted in Ireland on Amazon Web Services and Microsoft infrastructure Azure, and the data processing agreements comply with Swiss data protection law.
No hosting providers in Switzerland are listed here. If your obligations require it, this is an issue you’ll need to resolve with the publisher before signing, and we’ll discuss it with you.
Are any specific Microsoft licenses required?
The Teams app requires a Teams license and an account on the LeapXpert platform. For archiving, searching, and rules in Purview, it all depends on the licenses Microsoft 365 you already have: some features are included, while others are not.
We take this inventory during the first step so that you don't buy the same item twice.
Why LeapXpert?
Because the platform is built around Microsoft Teams , and Purview—tools you’re likely already using. The vendor is an official Meta partner for WhatsApp, its offering is listed on the Microsoft Marketplace, and Gartner has named it a “Visionary” in its 2024 and 2025 reports on communications governance and archiving.
In Switzerland, he was honored at the 2025 WealthBriefing Swiss Awards in the risk management category. And his conversations are being shared on Verint, where we’re already setting up the recording.
How long have you been working with LeapXpert?
The partnership dates back to 2026. So what we bring to the table isn’t a long history of LeapXpert deployments—it’s everything that surrounds it, which we’ve been rolling out for years. Identity management in Entra ID, Teams , and its telephony system; rules in Purview; phones in Intune, and call recording with Verint.
That's where this type of project really comes into play, and you can see that for yourself by asking us for references.
What doesn't LeapXpert replace?
Neither your archive—which remains Purview or the system you’re already using—nor your licenses Microsoft 365. Nor is it a business phone system: calls are still routed through your Teams phone system or your carrier.
And no platform decides for you who is allowed to message which customers on which app. That decision is yours, and it’s made before the service goes live.
The questions that come with it
Managing conversations with customers always touches on three other topics. Here's where to find them.
Prevent data from leaving
The classification of sensitive documents and the rules that prevent a file from being sent to a private address, whether via email or chat.
See "Preventing Data Loss" TelephonyTelephony in Microsoft Teams
WhatsApp calls made from Teams are added to an existing phone system that must already handle: phone numbers, the carrier, and emergency calls.
See Telephony Teams PhonesManage computers and phones
Native mode requires that the company's phones be enrolled and managed. This is the task that almost always goes hand in hand with it.
View the page IntuneLet's start with the conversations you don't see.
Before we discuss licenses, we’ll work with you to identify who is communicating with customers, through which app, and from which phone. You’ll then know what needs to be monitored and how— including when the answer is that email is sufficient for some of your teams.
Three offices in French-speaking Switzerland: Renens, Sion , and Châtel-Saint-Denis. What we offer is the opportunity to meet the engineers who will do the work.
Phones
A company-provided phone and a personal phone are treated differently. This single assessment determines the approach, the number of licenses, and a good half of the project.
We do this with you before providing any estimate.