We needed HIPAA-ready chat, voice, and tickets without paying $80k a year for an enterprise contract. Message gave us a BAA on a $19 plan. That should not be possible. It is.
Rx.com ships maintenance medications by mail. Patients call with order-status questions, refill timing, drug interactions, and the occasional emergency. The old support stack (RingCentral + Help Scout) could not pass a HIPAA audit without a $40k upgrade, and patient PHI was floating across three vendors.
Side by side, what the old stack did and what Message does instead.
Rx.com's auditor flagged that patient drug-status conversations were sitting in three vendor systems with three different access models. Even if each vendor signed a BAA, the data flow was non-auditable. The auditor recommended consolidation.
Message hosts every conversation in one isolated workspace, with each customer's data walled off from every other tenant. Auditors get one access log to review, not three. The BAA is signed at workspace creation. The audit passed in three weeks.
Rx.com configured the AI Code of Conduct to refuse medical advice and escalate any conversation that triggers regulated-content keywords. The AI handles the 78 percent of conversations that are 'where is my package' and 'when does my refill arrive,' leaving the licensed pharmacists for the work that legally requires them.
After-hours patient calls route to an on-call pharmacist's phone via Message. Calls are recorded with patient consent, transcribed, and pinned to the patient's record. SLAs are met 99.4 percent of the time. The 0.6 percent? Phone-network failures on the carrier side, which Rx and Message investigated together.
Products on the Message platform plus the integrations they connected.
Fourteen days free. No credit card. Same product, same support, same AI as every team in this collection.