Admissions web chat and two-way text

What it does

Answers questions from an approved knowledge base, collects contact details, and routes to a person by chat, text, or phone.

Where the privacy line sits

Chat on a public page can collect PHI the moment someone types why they're reaching out. Keep ad pixels off pages with the widget, and see HHS guidance on online tracking technologies. Text messages need consent and generic previews.

• PHI: BAA required. Touches protected health information. Needs a Business Associate Agreement if HIPAA applies.
• 42 CFR Part 2. May touch substance use disorder records covered by Part 2. Get counsel's review of consent and redisclosure.
• Crisis handoff required. Must route crisis statements to a human immediately (911 for emergencies, 988 for the Suicide and Crisis Lifeline).
• Consent for AI calls or texts. AI-voiced calls generally need prior express consent under the TCPA. Have counsel review consent language.

What stays human

Anything clinical, any crisis statement, and any promise about cost or coverage.

Example tools

• DIAL3D (web chat and SMS)

Listed because the vendor publicly describes this capability (source checked 2026-10-17). Not tested by us and not an endorsement. Ask every question in our vendor evaluation guide before you buy.

Not legal advice. Have a healthcare attorney review your setup before any patient or resident information goes into a tool.