WebEngage is not HIPAA compliant for HIPAA Covered Entities or Business Associates because WebEngage does not offer a HIPAA Business Associate Agreement for its platform, which prevents regulated organizations from using it to create, receive, maintain, or transmit electronic protected health information.
HIPAA requires a written HIPAA Business Associate Agreement when a vendor performs services that involve protected health information for a HIPAA Covered Entity or another Business Associate. The agreement must address permitted uses and disclosures, require safeguards for electronic protected health information under the HIPAA Security Rule, require breach reporting under the HIPAA Breach Notification Rule, and apply equivalent restrictions to subcontractors. Without an executed HIPAA Business Associate Agreement that covers the service in scope, protected health information cannot be placed into the platform, processed by the platform, or disclosed through the platform’s communications features.
WebEngage operates as a customer data platform and engagement system that can ingest identifiers and behavioral data through SDKs, web tracking, segmentation attributes, campaign orchestration, and integrations with analytics and customer relationship management systems. Names, email addresses, device identifiers, and interaction logs can become protected health information when they are linked to treatment, payment, or healthcare operations, including appointment status, service utilization, benefits interactions, care program enrollment, or billing context. Campaign artifacts such as templates, dynamic fields, landing pages, and web forms create recurring pathways for protected health information entry and replication.
WebEngage publishes security control statements on its own website, including the statement, “Multi-factor authentication (MFA) is required for all users accessing sensitive data.” Vendor security controls can support internal risk management, but they do not satisfy HIPAA contracting requirements and they do not authorize a regulated organization to use the platform for protected health information without a HIPAA Business Associate Agreement.
WebEngage may be used by healthcare organizations only for datasets and communications that exclude protected health information and do not link identifiable individuals to healthcare services or payment. Workflows that require protected health information should use a vendor that is willing to sign a HIPAA Business Associate Agreement for the specific services used and that can be configured and governed to support access controls, audit controls, transmission security, retention controls, and breach response procedures aligned with HIPAA obligations.