Does Freshdesk / Freddy AI sign a BAA?
Only on some plans or setups
Freshworks says it may sign a BAA covering Freshdesk, standalone Freshchat, Freshcaller and Freshdesk Omnichannel. Its own Freddy AI FAQ says Freddy AI products are not part of any Freshworks HIPAA configuration guide, so the AI features fall outside the documented HIPAA setup.
Not fully covered by the BAA: Freddy AI (Freddy AI Agent, Freddy AI Copilot, Freddy AI Insights).
- Business associate
- Freshworks
- Tool
- Freshdesk / Freddy AI
- Plans with a BAA
- Freshdesk, Freshchat (standalone), Freshcaller, Freshdesk Omnichannel
- Checked
By plan
| Plan | BAA | How to get it | Conditions |
|---|---|---|---|
| Freshdesk, Freshchat (standalone), Freshcaller, Freshdesk Omnichannel | Conditions apply | Through salessupport@freshworks.com | Freshworks says it may mutually execute a BAA with covered entities and business associates. The BAA stays valid only while the customer follows the HIPAA configuration guide (Secure Operating Environment). No eligible pricing tier is named. The articles list a sales/support phone (+1-866-832-3090) and support email; one article names support@freshdesk.com but links to support@freshworks.com. Freshchat is in scope only as the standalone product, not inside Freshsales Suite or Freshmarketer.[1],[2],[3] |
| Other Freshworks products (e.g. Freshsales, Freshmarketer, Freshchat in Freshsales Suite) | No BAA | Not offered | Freshworks says processing ePHI in products other than those listed is not recommended and is not covered by the BAA.[1],[3] |
Are the AI features covered?
Vendors often sign a BAA for the core product but leave some AI features out. Here is what Freshworks says about each one.
| AI feature | Under the BAA | Details |
|---|---|---|
| Freddy AI (Freddy AI Agent, Freddy AI Copilot, Freddy AI Insights)Freshdesk, Freshchat (standalone), Freshcaller, Freshdesk Omnichannel | Excluded | The Freddy AI data and safety FAQ (modified July 22, 2026) says Freddy AI products are not part of any Freshworks HIPAA configuration guide. It leaves HIPAA analysis to the customer. Because the BAA depends on following those guides, Freddy AI is outside the documented BAA setup. No page says Freddy AI can be used with PHI.[4],[1] |
Customer support AI that offer a BAA
- AdaBAA on: Enterprise contracts (Ada is sales-led)Some plans only
- Intercom FinBAA on: Fin workspaces (Fin AI Agent standalone), Intercom ExpertSome plans only
- Jotform AI AgentsBAA on: Enterprise, GoldSome plans only
- Kustomer AIBAA on: Enterprise or Ultimate with HIPAA add-on packageSome plans only
- LivePerson Conversational CloudBAA on: Conversational Cloud (enterprise contracts)Some plans only
- Salesforce Agentforce / EinsteinBAA on: Salesforce contracts with a signed BAA naming HIPAA Covered ServicesSome plans only
All BAA-ready alternatives to Freshdesk / Freddy AI
Compare Freshdesk / Freddy AI
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Sources
- Freshworks Commitment Towards HIPAA Compliance
- HIPAA Configuration Guide (Freshdesk and HIPAA)
- HIPAA Configuration Guide for Freshchat
- Freddy AI data and safety FAQs
A signed BAA is necessary but not sufficient for HIPAA compliance, which also depends on configuration, access controls, and your own policies. Verdicts summarize the vendor's own published terms as of the date checked; confirm with the vendor and your counsel before sending protected health information. Not legal advice.