Abby supports HIPAA-compliant call handling for eligible accounts that may receive protected health information.
When HIPAA is enabled, calls are handled by human receptionists only. AI answering is not currently HIPAA-compliant and is not used on HIPAA-enabled accounts.
Who HIPAA Call Handling Is For
HIPAA-enabled call handling is designed for businesses that may receive protected health information during calls.
This may include medical practices and other covered healthcare-related organizations.
How HIPAA Call Handling Works
When HIPAA mode is enabled:
Calls are answered by human receptionists.
AI answering is not used.
Human receptionists follow the call-handling instructions configured for your account.
Calls can still be routed, transferred, or handled as messages based on your setup.
For more information about configuring your calls, see Call Handling & Routing.
How HIPAA Calls Use Abby Minutes
Because HIPAA-enabled calls are handled by human receptionists, each minute of call time uses 1 Abby Minute.
For example, a 10-minute call handled by a human receptionist uses 10 Abby Minutes.
The AI rate does not apply because AI answering is not used on HIPAA-enabled accounts.
For more information, see Understanding Abby Minutes.
Enable HIPAA
HIPAA must be enabled by Abby.
If you are setting up a new account, ask your Abby representative about enabling HIPAA during onboarding.
If your account is already active, contact Client Support at [email protected]. Our team will review your account and help enable HIPAA when it applies.
Helpful Articles
Call Handling & Routing
Understanding Abby Minutes
Abby Service Plans & Pricing Overview