Healthcare Support Runbook

"Why is my export blocked?"

This is the most common question from healthcare accounts. Here's how to diagnose it.

Go to Conversion Sync > Deliveries and find the blocked event. The status column shows skipped and the detail panel shows the skip reason.

Skip Reason	What It Means	Fix
`healthcare_allowlist_blocked`	Event type not on HIPAA allowlist	Add it to the allowlist in Privacy & Compliance, or explain why it should stay blocked
`healthcare_stage_transition_blocked`	Pipeline stages can't be exported in HIPAA mode	By design — use conversion events instead
`healthcare_missing_conversion_key`	Signal rule missing a valid conversion definition	Re-create the rule with a proper conversion definition source
`legal_gate_blocked`	BAA/legal requirements not met	Complete legal setup: BAA Approved + HIPAA Eligible
`legal_compliance_missing`	No legal record exists	Customer needs to accept the DPA/BAA
`hipaa_baa_unsigned`	BAA approved but not signed	Complete the signature workflow

Confirm these three things:

Privacy mode is hipaa (not standard with blocklists)
Legal panel shows BAA Approved, HIPAA Eligible, all acknowledgements checked
Allowlist has the expected event types checked

If a healthcare customer accidentally switches from HIPAA to standard mode:

Fix: Switch back to HIPAA in Privacy & Compliance. The allowlist configuration is preserved.

Signal rules created in standard mode are not retroactively blocked. After enabling HIPAA mode:

Existing rules are subject to the allowlist gate on the next export cycle
No action needed — the pipeline checks the allowlist at export time, not rule creation time

Go to Conversion Sync > Deliveries and click on a sent event
In the detail panel, check:
- filters_applied should include: ip_removed, user_agent_removed, url_sanitized, external_id_removed:fbc, etc.
- privacy_mode_snapshot.mode should be "hipaa"
- legal_gate_snapshot should show allowed: true
If payload_redacted shows { redacted: true, hipaa_mode: true } — this confirms raw PHI was not stored in the audit log

Field	Stripped?	Notes
Client IP	Yes	Removed from Meta user_data
User agent	Yes	Removed from Meta user_data
HTTP referrer	Yes	Removed from custom_data
Page title	Yes	Removed from custom_data
External IDs (fbclid, gclid, fbc, fbp)	Yes	Removed from Meta user_data
URL path	Yes	Reduced to origin only
Hashed email (Meta)	Sent	For ad matching — hashed, not plaintext
Hashed phone (Meta)	Sent	For ad matching — hashed, not plaintext
Hashed email (Google)	Stripped	When strip_external_ids is active
Hashed phone (Google)	Stripped	When strip_external_ids is active
Meta LDU flags	Injected	Always in HIPAA mode

Severity	Trigger	Response
P1	PHI confirmed sent to Meta/Google	Disable exports immediately. See incident response
P2	Healthcare account in standard mode with active exports	Switch to HIPAA. Audit recent exports
P3	Legal setup incomplete, exports blocked	Guide through onboarding
P4	Allowlist configuration question	Explain the allowlist