HIPAA compliance with Zoho SalesIQ
The Health Insurance Portability and Accountability Act (including the Privacy Rule, Security Rule, Breach notification Rule, and Health Information Technology for Economic and Clinical Health Act) ("HIPAA"), requires
Covered Entities and Business Associates to take certain measures to protect health information that can identify an individual. It also provides certain rights to individuals. Zoho does not collect, use, store or maintain health information protected by HIPAA for its own purposes.
HIPAA requires Covered Entities to sign a Business Associate Agreement (BAA) with its Business Associates on the permissible and impermissible uses of Protected Health Information (PHI). You can request our BAA template by sending an email to
legal@zohocorp.com.
Product-specific features
As many healthcare-related organizations started using SalesIQ to provide the best support to their customers, SalesIQ is working for HIPAA compliance by putting in place certain measures to keep the customers' ePHI information secure.
Data audits help you secure your system and monitor for unexpected changes or usage trends. Zoho SalesIQ will store the audit logs, i.e., the information about every addition, update, and deletion of the ePHI possible fields of your database record.
ePHI data in SalesIQ
Before we see how the SalesIQ protects the customers' ePHI data, we shall see all the entry points for the ePHI data.
Conversations
In SalesIQ, if a customer organization processes the health data, ePHI might appear in the conversations. Hence, all the live chat data will be considered by SalesIQ as ePHI and subjected to audits.
Pre-chat forms
The information of the visitors that they provide before initiating a conversation with the operators will contain information such as Name, Email, Phone number. This information on its own doesn't fall under the ePHI category, but when associated with the conversation, it can be considered as ePHI. Hence, SalesIQ treats all the default Pre-chat form data as ePHI.
JS API custom fields
Zoho SalesIQ allows customers to use JS API custom fields on their website to configure custom fields and get more data from their visitors using the pre-chat forms. Since the JS API custom field is implemented on the customer's website, SalesIQ can only display the collected data, and the customers cannot modify it. Hence, it will not be audited, and HIPAA requirements cannot be implemented on this JS API option.
We do not recommend the usage of the JS API custom fields to collect ePHI data from the visitors.
Note:
- The data collected using the JS API custom fields will be encrypted in the storage.
- The customer cannot modify the data collected using JS API custom field via SalesIQ.
Audit Exports and Retention
To comply with HIPAA, we have started auditing essential ePHI data. All audit logs are retained for a duration of up to one year. The Audit log can be shared with portal operators and visitors upon request based on the feature.
1. Conversation attachment download audit logging
Zoho SalesIQ keeps audit logs of all conversation attachment downloads performed on your database.
2. Conversation delete audit logging
Zoho SalesIQ keeps audit logs of all conversation deletions performed on your database. The audit logs will contain only limited information such as Visit ID and Conversation ID.
3. Visitor meta like name, email, and phone update logging
Zoho SalesIQ keeps audit logs of visitors' information updates provided via pre-chat forms.
4. Data encryption
All conversation and audit data is encrypted in storage. SalesIQ uses Zoho Filestore and databases to store the data securely.
- All ePHI considered data like chat messages and attachments encrypted and stored securely.
- SalesIQ follows the Zoho encryption standard to encrypt the data at both transit and storage levels.
Important:
- No other feature has the possibility to receive ePHI data. Hence, the other features will not be subjected to audits.
- Kindly note that the content presented here is not to be construed as legal advice. Please contact your legal advisor to learn how HIPAA impacts your organization and what you need to do to comply with HIPAA.
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Integrating Zoho Bookings with Zoho SalesIQ
Zoho Bookings in SalesIQ Zoho Bookings is an online tool that your customers can use to book appointments with your experts and specialists to avail your services. When you publish your services on Zoho Bookings, your customers can access this ...Desktop apps for SalesIQ
The SalesIQ Desktop apps are available on the App Store on Mac as well as the Microsoft store on Windows. These can be downloaded from the respective stores to get the the SalesIQ experience right to your desktop. Mac Downloading the SalesIQ app from ...Integrating Whatsapp Channel with SalesIQ
Integrating WhatsApp business with your SalesIQ helps you handle your business' WhatsApp chat conversations on your SalesIQ dashboard. Let your visitors contact you from the convenient channel, and your operators can handle the chat from their ...Payment gateways for SalesIQ-Checkout Integration
The following are the list of payment gateways supported on SalesIQ. Each payment gateway has its own flow for configurations. Stripe Authorize.Net 2Checkout PayPal Forte Razorpay Paytm PayTabs Note The payment gateway list provided in the Add ...SalesIQ for Zoho Sites
Add the power of live chat to your Zoho Sites and start publishing your text, photos and video. Integrate Zoho SalesIQ with your site templates and get connected with your visitors in real time. Integrate Now Configuring Zoho SalesIQ to your Zoho ...
New to Zoho LandingPage?
Zoho LandingPage Resources