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  1. Sinch
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Main navigation

  • Products
      • Column
        • Channels
          • SMS
          • MMS
          • RCS
          • WhatsApp
          • Facebook Messenger
          • Instagram
          • All Channels
        • Column
          • Connect channels with Conversation API

            Keep things simple and connect multiple channels with one integration for an omnichannel and conversational messaging experience

          • Standalone Messaging APIs

            Take a look at our standalone, secure cloud-based messaging APIs for single channel needs

      • Use cases
        • Message Across all Channels

          All-in-one messaging across every mobile channel

        • Engage with Customers

          Start a meaningful, real-time conversation with customers today

        • Boost Customer Support and Satisfaction

          Transform customer service with relationship-building conversations

      • Voice & Video
        • Voice Services

          Make calls directly connected to the largest tier 1 network

        • Toll-Free Voice

          Give callers an easy and reliable way to reach you

        • SIP Trunking

          Call local, long distance or toll-free with the highest quality service

        • Operator Connect for Microsoft Teams

          Enable Microsoft Teams calling with Operator Connect

          Direct Routing for Microsoft Teams

        • Unified Communications

          Get all the tools you need in one place with our comprehensive cloud communications platform

          Private Label Cloud Communications

        • Emergency Services

          Promote safety and security with innovative 911 technology. Find out how our solutions let you help callers quickly reach 911
          E911 Next Generation 911

        • Number Masking

          Anonymize voice calls to protect you and your customers while keeping personal numbers safe

        • Cloud Connect for Webex Calling

          Transform the audio precision of your Webex meetings

        • STIR/SHAKEN

          Fight back against robocalls, increase call answer rates, and build consumers' trust

        • In-App Video Calling

          Build a seamless, customizable in-app video experience into your mobile and web app

        • In-App Voice Calling

          Integrate voice easily into your app for smooth real-time communication globally

        • Voice API

          Design the exact voice call flow you need with flexible and scalable solutions​

      • Use cases
        • Scale Your Voice Services

          Get a complete voice solution from a single provider by setting up any call type your business needs to connect

        • Future-Proof Access to Emergency Services

          Help callers reach 911 and empower first responders to assist distressed callers

        • Implement Anonymous Calling

          Ensure privacy between end users and avoid revenue leakage through number masking or in-app calling

      • Email
        • Mailgun

          Email API – Send, receive, and track emails effortlessly with an industry-leading Email Service Provider

        • Mailjet

          Whitelabel email marketing solution--Accelerate your go-to-market with Mailjet Embedded

        • Email on Acid

          Email on Acid has the tools you need to press send with greater confidence

        • InboxReady

          Improve your inbox placement and connect with real people – your customers

      • Use cases
        • Ensure Deliverability

          Our powerful Email API scales to send billions of emails and delivers them quickly

        • Rendering QA and multi-platform preview

          Ensure your message gets seen as intended - no matter the client

      • Featured Resources
        • Illustration of a man on sofa
          Report
          Telco transformed
          Get the report
        • Ilustration of a man on a sofa
          Guide
          The actionable guide to increasing customer loyalty with mobile messaging
          Get the guide
      • Connectivity
        • Numbers

          Find a number that meets all your business needs

          Toll Free 10DLC Short Codes

           

        • Number Porting

          Keep business continuity with successful and painless number porting

        • Number Lookup

          Engage the right customers, on the right numbers

        • Voice IP Exchange

          Enhancing your connectivity with rich voice and video

        • PSTN Connect

          Gain nationwide IP access with interconnectivity to a single network

        • Fax API

          Securely send and receive faxes at scale

          Cloud Business Fax

      • Use cases
        • Expand Your Global Presence

          Add international and toll-free numbers for inbound calling, 2-way calling and emergency assistance

        • Text Message Enable Numbers

          Send SMS and MMS messages from any local 10-digit or toll-free number with P2P capabilities rivaling wireless carriers

        • Support Your Business Growth

          Tie numbers to voice service, call center, messaging, IoT solutions, faxing and emergency services

      • Verification
        • Verification API

          Multi-factor authentication for secure signups and logins

        • Flash Call Verification

          The faster, more cost-efficient alternative to traditional SMS verification

        • Data Verification

          No PIN, zero-click verification with proven security

        • Phone Call Verification

          Universal verification for mobile and landline numbers

      • Use cases
        • Provide Security and Trust

          Enhance app security and protect customers' shared data with scalable multi-factor authentication solutions

        • Improve Acquisition

          Increase conversion rates in your signup flow with flexible and reliable phone number verification

        • Ensure Global Reach

          Use phone numbers as a global user identity with SIM-based verification methods

      • Featured Resources
        • Illustration of a woman
          White paper
          Two-factor authentication: Why SMS is here to stay
          Get the white paper
        • Illustration of a woman
          White paper
          Building a smooth, secure experience with SMS-based 2FA
          Get the white paper
      • Applications
        • Campaigns

          Scalable mobile marketing solutions for rich, personalized campaigns

        • Chatlayer

          Conversational AI chatbot and voicebot platform

        • Contact Pro

          Voice, video, chat, messaging, and email - all in one cloud contact center solution

        • Sinch Engage

          Sinch Engage Software-as-a-service solution to use instant messengers for marketing, support and sales in one platform

        • Mobility Clients & SDKs

          Build your own customized, feature-rich mobility solution with a easy to configure cloud softphone and SDK

      • Use cases
        • Conversational Marketing

          Engage customers with meaningful, real-time conversations

        • Conversational Customer Service

          Transform customer service with relationship-building conversations

        • Conversational Commerce

          Automate the customer journey and provide unified customer experience 

  • Solutions
    • Business
      • Enterprise

        Obtain all your cloud communications solutions through one provider

      • Communication Service Providers

        Accelerate your innovation and maintain your competitive edge with our comprehensive communication solutions

      • Operators

        Optimize your operations and remove the headache of network management

    • By Department
      • Marketing

        Wow your customers effortlessly with personalized messaging throughout the customer journey

      • Operations

        Boost operational efficiency and customer satisfaction with timely, relevant notifications

      • Customer Service

        Engage customers on their terms, on their channels. Our cloud-based communications platform brings your legacy support platform into the digital age!

    • By Industry
      • Financial Services
      • Retail
      • Healthcare
      • Media & Entertainment
      • Telecommunication
      • Travel & Transport
      • More
  • Partners
    • column
      • Strategic Partner

        Optimize your partnership solutions and messaging channels with conversational technology, AI automation, and SaaS applications.

      • Integrations & Connectors

        Seamlessly integrate our solutions with your favorite existing tools

    • column
      • Channel Partner

        Your success as an agent depends on reliable communication platforms to empower your customers. Our CPaaS solutions for enterprise and wholesale include SIP trunks, voice for Teams or Webex Calling, SMS, MMS, conversational API and email.

      • Private Label Partner

        Exceed customer expectations with the best private label cloud solution and feel supported every step of the way.

  • Operator
      • Enterprise revenue maximization

        Use the range of your network assets to create new services for enterprise

        • A2P Monetization

          Major revenue gains are waiting for you with SMS in the enterprise space

        • SMS Firewall

          Boost security and monetize enterprise messaging

        • Signaling Firewall

          Strengthen your network and protect your subscribers

      • Intelligent interconnect

        Secure profitability with essential interconnect services while moving to the all IP-world of your future network

        • SMS for Operators

          Global SMS interconnectivity made easy

        • SMS Select

          Safeguard SMS monetization and tighten up security

        • MMS for Operators

          Global MMS interconnectivity made easy

        • Messaging Proxy

          Increase revenue on legacy messaging services

        • IPX

          Our one-stop shop for global connectivity

      • 5G readiness

        Balance 5G's lmitless possibilities with a smooth transition from legacy technology

        • 5G Messaging

          Make the most of the bright future of SMS in 5G

        • Policy & Charging

          Define any mobile offering with powerful tools. Do it fast to stand out from the crowd

        • Value Added Services Platform

          Subscriber call connection and messaging taken care of. Your revenue and TCO optimized

      • SMS Transformation

        Simplify your SMS business, boost A2P messaging revenue, and cut costs with one unique solution

        • SMS Transformation

          Maximize the value of your SMS business

      • Featured Resources
        • illustration girl on phone with a computer in her lap
          White paper
          Signaling threats: SS7 and beyond
          Get the white paper
  • Developers
  • Insights
    • By Type
      • Blog

        Your go-to resource for expert tips and insights on mobile engagement

        Culture & Technology 

      • Customer stories

        Discover how we help brands increase customer engagement, satisfaction, and growth

      • Resources

        Our latest research, reports, white papers, and guides are all here for you to enjoy and learn

        CX Education podcast

      • Events & Webinars

        Take a look at the events we'll be attending and hosting over the next few months

        On-demand

      • News

        Press coverage and company announcements

      • All Insights
    • Column
      • By Topic
        • Fraud in business messaging
      • Featured Resources
        • Image of the CX retail report cover on a tablet
          Report
          What's in store? Rethinking CX for retail and e-commerce
          Get the report
        • Banking customer using mobile communication
          Report
          Bank to the Future: Rethinking CX for financial services
          Get the report
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HIPAA Compliance & Sinch

With HIPAA increasingly in the limelight, we wanted to share where Sinch sits when it comes to developing new applications and HIPAA compliance requirements.

 

What is HIPAA?

The Health Insurance Portability and Accountability Act, or HIPAA as it’s more commonly known, and its accompanying regulations have been created to establish a national standard to govern the handling of Protected Health Information (“PHI”).

PHI includes the following types of data:

  • an individual’s past, present, or future physical or mental health or condition
  • information regarding an individual’s treatment
  • payment arrangements for an individual’s health care

If you’d like more information on how PHI is defined, take a look at the HIPAA website.

 

Which organizations does HIPAA cover?

HIPAA applies to any healthcare provider (covered entity) and their suppliers and vendors (business associates) based in the USA who “transmit, maintain, access or store” PHI for people who live in the USA.

In short, if you are working in an industry that handles medical information, you need to be HIPAA compliant.

 

What requirements are imposed on Healthcare Providers when communicating PHI information?

HIPAA has many rules, put together to help healthcare providers and organizations comply and safeguard PHI.

The most important things to remember under HIPAA rules are:

  • Ensure Privacy. Only share patient information with the patient, with third parties also dealing with the patient, when the patient has explicitly consented to the disclosure of their information, or when it is in the public interest to share information
  • Ensure Security. Ensure integrity, confidentiality, and security of PHI records by implementing physical, technical and administrative safeguards, i.e. only communicate PHI via encrypted and secure channels
  • Notify patients in the event of a data breach. All those related to the HIPAA covered entity are also responsible for providing breach notification

 

Does this mean I can’t send PHI information via text, voice or video?

The use of Text, Voice or Video to communicate with patients is not explicitly prohibited under HIPAA. The US Department of Health and Human Services (HHS) describes the situations in which healthcare providers can use these methods to communicate with patients here. It’s important to note that even in the scenarios listed below, healthcare providers should still use reasonable safeguards to verify identity before discussing or disclosing PHI. If you do not wish to send PHI and are looking for ideas on how to do that, please read the sections below.

 

Scenario 1: The Patient Starts the Conversation over Text, Voice or Video

The healthcare provider can assume that the patient is comfortable communicating in this way, so it’s OK to reply by Text, Voice or Video.

If the healthcare provider is concerned that the patient may not be aware of the risks associated with communicating on these channels, then they should discuss their concerns with the patient before going ahead, making them aware of any risks.

 

Scenario 2: The Patient Gives Formal Consent Before any Text, Video or Voice Conversations Take Place

Communicating via Text, Video or Voice is then OK. If a patient explicitly consents to, and still ‘prefers’ to use Text to communicate after being warned of the risks, they should be made aware that:

Third parties may be able to intercept Texts, Voice and Video and read / listen to them.

 

Scenario 3: The Patient Asks the Healthcare Provider to Communicate by Text, Voice or Video

Similar to scenario 1, if a patient asks to receive appointment reminders by Text, Voice or Video then the provider should go ahead.

 

Is Sinch HIPAA compliant?

HIPAA rules apply to “covered entities” and their “business associates.” A “covered entity” is a health plan, a clearinghouse, or a health care provider; a “business associate” is someone engaged by a covered entity to help carry out health care activities and functions that involve PHI. Both covered entities and business associates need to comply with HIPAA privacy rules.

Sinch is neither a covered entity nor a business associate, so our services and networks do not comply with HIPAA rules.

However, there is an exception called the “conduit” exception, promoted by the HHS which applies to companies transmitting PHI, stating that a Business Associate Agreement (BAA) is not necessary when “a person or organization that acts merely as a conduit for protected health information, for example the US Postal Service, certain private couriers, and their electronic equivalents.”

The HHS goes on to clarify this exception, stating that “entities that act as mere conduits for the transport of PHI, but do not access the information other than on a random or infrequent basis are not seen as business associates.” We believe that Sinch falls under the “conduit” exception.

If you are either a covered entity or a business associate, we strongly encourage you to consult with legal counsel to ensure your use of our network complies with any HIPAA obligations you may have. If you are uncertain, you should avoid transmitting PHI directly over our networks in a way that could be accessed by someone other than the patient or their healthcare provider.

 

How can I design my applications to use the Sinch platform while maintaining HIPAA compliance?

Some techniques that our clients have used are as follows:

  • Send a unique link (URL) to a page within a Text message pointing to the PHI data you wish to share. The page linked to should be encrypted and ideally behind a secure portal that requires user authentication before access is allowed
  • Send generic reminders or communications that do not reveal any PHI information, e.g., “It’s flu season— have you gotten your flu shot?”
  • Request the patient contact a call-center from a fixed line to enable verification of  identity before going ahead
  • Enable two-factor authentication on your portal, to allow a text message to be sent, or a phone call to be made containing a unique code that the patient can use to  access their PHI
  • Ensure that your application never transmits PHI over unencrypted channels including Voice, Video or Text

 

Additional Information

For more information on HIPAA privacy rules, we encourage you to visit the Department of Health and Human Services websites using the following links:

https://www.hhs.gov/hipaa/for-professionals/privacy

https://www.hhs.gov/sites/default/files/privacysummary.pdf

Please note that this information is provided solely as a courtesy, and constitutes a high-level summary of HIPAA, which is a complex statutory framework with numerous regulations enacted pursuant to that framework. This information is not legal advice and Sinch does not provide legal advice, or offer to interpret applicable law on behalf of its customers. Sinch strongly encourages you to seek the advice and consultation of a licensed attorney who specializes in HIPAA in order to ensure that your use of the Sinch services is in compliance with HIPAA and other applicable law.

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