Are Kustomer AI's AI features covered by the BAA?

AI Agents (chat, voice, SMS): covered by the baa. Customer Assist: covered by the baa. Other AI tools (KIQ, Architect, Concierge, Envoy, Data Explorer, AI Agent Studio): coverage not stated.

Does Kustomer AI sign a BAA?

Q: Does Kustomer AI sign a HIPAA BAA?

Only on some plans or setups. Kustomer signs a BAA for Enterprise and Ultimate subscriptions that add its HIPAA package. Kustomer lists AI Agents on chat, voice and SMS, and Customer Assist on chat, among its HIPAA-covered channels.

Only on some plans or setups

Kustomer signs a BAA for Enterprise and Ultimate subscriptions that add its HIPAA package. Kustomer lists AI Agents on chat, voice and SMS, and Customer Assist on chat, among its HIPAA-covered channels.

Based on 2 sources, all from Kustomer unless marked.

Business associate: Kustomer
Tool: Kustomer AI
Plans with a BAA: Enterprise or Ultimate with HIPAA add-on package
Checked: Oct 11, 2026

Some plans only

Kustomer signs only for the plans listed.

By plan

Plan	BAA	How to get it	Conditions
Enterprise or Ultimate with HIPAA add-on package	Signs a BAA	Through salesKustomer Account Executive	Customers subject to HIPAA must review and accept the Kustomer BAA, which they request through their Account Executive. Required settings include SSO with MFA, restricted and expiring API keys, a 15-minute agent idle timeout and no inline images for PHI. Email hooks are not HIPAA compliant. Gmail needs the customer's own BAA with Google, and third-party apps need a separate BAA with each app provider.[1],[2]
Other subscriptions / no HIPAA add-on	Not confirmed	Not stated	The page names only Enterprise and Ultimate with the HIPAA add-on. It does not say outright that other plans are excluded.[1]

Are the AI features covered?

Vendors often sign a BAA for the core product but leave some AI features out. Here is what Kustomer says about each one.

AI feature	Under the BAA	Details
AI Agents (chat, voice, SMS)Enterprise or Ultimate with HIPAA add-on package	Covered	Kustomer's HIPAA page lists Chat, Voice and SMS as HIPAA-compliant channels, each including AI Agents.[1],[2]
Customer AssistEnterprise or Ultimate with HIPAA add-on package	Covered	Listed as part of the HIPAA-compliant Chat channel.[2]
Other AI tools (KIQ, Architect, Concierge, Envoy, Data Explorer, AI Agent Studio)Enterprise or Ultimate with HIPAA add-on package	Not stated	The HIPAA page does not mention these features.[1]

Customer support AI that offer a BAA

AdaBAA on: Enterprise contracts (Ada is sales-led)Some plans only
Freshdesk / Freddy AIBAA on: Freshdesk, Freshchat (standalone), Freshcaller, Freshdesk OmnichannelSome plans only
Intercom FinBAA on: Fin workspaces (Fin AI Agent standalone), Intercom ExpertSome plans only
Jotform AI AgentsBAA on: Enterprise, GoldSome 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 Kustomer AI

Sources

HIPAA Compliance | KustomerKustomer, Documentation. Checked Oct 11, 2026.
HIPAA Compliance | KustomerKustomer, Documentation. Checked Oct 11, 2026.

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.