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Recommended LiveHelpNow chat settings for HIPAA, PCI compliance

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Question
How do I setup my LiveHelpNow chat account in order to meet HIPAA and PCI privacy rules?

Answer

The following settings must be applied for LiveHelpNow Chat accounts to meet HIPAA privacy requirements.

  1. Force secure chatting:
    http://help.livehelpnow.net/article/1/8010/

  2. Remove email and print icons on the chat window:
    http://help.livehelpnow.net/article/1/36002/

  3. Deselect 'Operators can send/request files during chat' in Admin panel > Chat system > System setup > System settings.

  4. Restrict operators' ability to email chat transcripts:
    Go to Admin panel > Chat System > System setup > System settings > scroll down to Operator restrictions, un-check 'Operators can email chat transcripts'

  5. Do not email chat transcript copies to visitors upon chat completion:
    In Admin Panel > Customization > Chat window select each window and scroll down to the bottom of the menu. Ensure that 'Email customers chat transcript automatically upon chat completion' is left un-checked.

  6. Do not email yourself chat transcript copies (view them within operator panel Analytics reports or securely send them to a web service using Eventing API):
    In Admin Panel > Customization > Chat window select each window and scroll down to the bottom of the menu. Ensure that 'Email transcripts:' is left blank.

  7. Request your account be restricted to certain IP addresses so only agents within your company network are allowed to login.

  8. Setup Eventing API to send chat transcripts to your server and request transcripts to be immediately purged.

  9. For ALL data that must be collected from the customer in secure HIPAA and PCI compliant way please setup and use secure forms. (My account->Forms)

 

Related articles:
How and where is Live Chat, Ticket and Knowledge Base data stored?
Is LiveHelpNow PCI certified, HIPAA compliant, and Safe Harbor compliant?


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Article Details
Views: 8839 Created on: Dec 05, 2014
Date updated: Jan 17, 2017
Tagged: HIPAA, privacy


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