HIPAA & BAA · Customer support / messaging
Is Intercom HIPAA compliant?
Conditionally. Intercom offers a Business Associate Agreement and HIPAA support on its Expert plan; a signed BAA must be requested from Intercom and is not available on the Essential or Advanced tiers.
Key facts
- BAA available: Conditionally — on specific plans
- What it takes: Expert plan; request the BAA from Intercom Sales/your account manager
- Official source: Intercom Pricing (Expert plan — HIPAA support) — https://www.intercom.com/pricing (verified 2026-06)
How to use Intercom in a HIPAA-compliant way
- Be on (or upgrade to) the Intercom Expert plan, which includes HIPAA support.
- Contact Intercom Sales or your account manager to request the BAA and HIPAA attestation report.
- Execute the BAA before processing any PHI.
- Configure your workspace appropriately per Intercom's guidance.
- Maintain your own access controls and safeguards.
Important caveats
- HIPAA support and the BAA are limited to the top-tier Expert plan.
- A signed BAA is required before processing PHI; it is not automatic.
- Intercom does not publish a feature-disable list — confirm required configuration directly with Intercom.
The bottom line
No software is "HIPAA compliant" on its own. HIPAA compliance is a property of your organization, not a tool. Even with a signed BAA, you remain responsible for configuring Intercom correctly, limiting access to PHI, training staff, and maintaining your own safeguards. This page is general information, not legal advice; confirm current terms with Intercom.
Frequently asked questions
Does Intercom sign a BAA?
On specific plans. Expert plan; request the BAA from Intercom Sales/your account manager A signed BAA is required before any PHI is involved.
Is Intercom HIPAA compliant out of the box?
No software is "HIPAA compliant" by itself. Even when Intercom offers a BAA, you are responsible for signing it, configuring the product correctly, restricting access, and maintaining your own administrative, physical, and technical safeguards.
What should I check before using Intercom with PHI?
HIPAA support and the BAA are limited to the top-tier Expert plan.
