LiveHelpNow Help Desk

Support Center

BASIC

ADVANCED

Exact Match:

  • Home
  • Categories
  • Sign in
  • Home
  • Categories
  • |
  • Sign in
  1. Home
  2. Categories
  3. Recommended LiveHelpNow chat settings for HIPAA, PCI compliance

Recommended LiveHelpNow chat settings for HIPAA, PCI compliance

  • Date updated 2020-11-10
  • Author LiveHelpNow
  • Comments 0
  • Rating
  • Categories
  • Live Chat System
  • Security and Privacy
  • Account Setup
  • Tags
  • HIPAA
  • privacy

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

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

  1. MUST! For ALL PI,PHI,PCI data that needs be collected from the customer in SMS chat, in-Browser chat or Email, please setup and use secure forms. (Admin Panel->My account->Forms)
    Secure Forms allow data collected via encrypted channel, store encrypted at-rest as well as to be purged upon view or on a regular schedule.
    More info on Secure Forms for PCI/HIPAA comliant data collection:

    https://www.livehelpnow.net/help-desk-software/hipaa-pci

    https://www.livehelpnow.net/blog/hipaa-pci-compliant-chat-and-email/

    https://www.livehelpnow.net/blog/wishes-can-come-true-secure-forms/


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

  3. MUST! 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'

  4. MUST! 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.

  5. MUST! 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.

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

  7. OPTIONAL: Setup Eventing API to send chat transcripts to your server and request transcripts to be immediately purged.

  8. MUST! Request transcripts and PII data to be purged immediately upon chat completion or per specific schedule (1 hour\1 day after chat completion)

 

Related articles:
How and where is Live Chat, Ticket and Knowledge Base data stored?

Is LiveHelpNow PCI certified, HIPAA compliant, and Safe Harbor compliant?

Rate this article


Your email is now subscribed to alerts for this article

Your email is not subscribed to alerts for this article

Subscribe to alerts for this article below

Unsubscribe to alerts for this article below


Leave a comment?

Related articles

  • Is it possible to block IPs from starting a chat session?
    • 25305
    • 60
    • 0
  • Can I monitor visitor traffic on my eBay auction page?
    • 26968
    • 59
    • 0
  • Multiple chat buttons on multiple web pages
    • 23150
    • 60
    • 0
  • Can your system be used with dynamic and secure web pages? Does it work properly on Linux hosting?
    • 27658
    • 59
    • 0
  • Is any software downloaded on my visitors computer when they visit my Websites?
    • 21193
    • 58
    • 0
  • How do I change the message that appears when I terminate a chat session?
    • 19107
    • 58
    • 0
  • How do I customize the Welcome Message Sent at the start of a Chat Session?
    • 19778
    • 58
    • 0
  • How to Collect Visitor Information with Live Chat
    • 21469
    • 61
    • 0
  • Live chat installation on multiple websites
    • 33415
    • 74
    • 0
  • Mobile Chat - Live Chat for Mobile
    • 27302
    • 31
    • 0

Popular Knowledge Base Articles

  • Customize with different languages
    • 22208
    • 27
    • 0
  • LiveHelpNow Section 508 Compliance & Accessibility for Visually Impaired Users
    • 17630
    • 61
    • 0
  • Unsecured content warnings
    • 16505
    • 57
    • 0
  • HelpOut Tab - changing Chat, Ticket and Callback button images
    • 24300
    • 27
    • 0

Knowledge Base Authors

  • Michael Conde
    Michael Conde
    Total articles: 11
  • LiveHelpNow
    LiveHelpNow
    Total articles: 254

Company Sites

Home

Blog

Categories

  • General Questions
  • Getting Started
  • Customization
  • Advanced Customization
  • Troubleshooting
  • All Categories

Connect With Us

  • LiveHelpNow, LLC
  • Customer Support Software
  • 515 S West End Blvd
    Suite 202
    Quakertown, PA 18951

  • 8775483001
  • help@livehelpnow.com
  • https://www.livehelpnow.net
    Powered by LiveHelpNow customer support suite