Intercom is a customer support platform, reviewed for Fin AI, conversation data, service-provider sharing, tracking, retention, and customer controls.
60
Mixed
60
Mixed
Intercom offers solid admin controls, but its support, messaging, and marketing layers still blend customer help with tracking.
Intercom is strongest where teams can control workspace access, deletion, consent notices, and conversation handling through admin settings.
The weakest area is the tracking and messaging surface, where support chats, product signals, and cookies can all feed a broader customer profile.
60
Mixed
Intercom, its service providers, and third parties may use AI and machine learning, including generative AI, to process personal information.
Conversation history, behavioral data, and customer records can all feed the support and automation surface.
65
Mixed
45
Weak
60
Mixed
75
Good
Legal Privacy Policy
Open: intercom.com1. AI Use
Intercom, its service providers, and third parties may use AI and machine learning, including generative AI, to process personal information.
2. Vendors
Conversation history, behavioral data, and customer records can all feed the support and automation surface.
3. AI Use
Intercom explicitly documents artificial intelligence and generative AI processing in the privacy policy.
4. AI Use
Customer workspaces and product configuration still determine what conversation data is available to AI features.
5. AI Use
Messenger notices and consent settings can narrow what data enters Intercom before AI features are layered on top.
Founded
Unknown
Founder
Unknown
Parent Company
Intercom
Lifecycle
Active
Category
CRM & Customer Support
CEO
Unknown
Security Team
In house
Date Added
05-18-2026
Once you delete a chat, you cannot recover it. Deleting a chat removes it both from your visible chat history and the system after the retention window.
Intercom explicitly documents artificial intelligence and generative AI processing in the privacy policy.
Customer workspaces and product configuration still determine what conversation data is available to AI features.
Messenger notices and consent settings can narrow what data enters Intercom before AI features are layered on top.
65
Mixed
Intercom uses vendors, hosts service data in the U.S., and allows transfers outside a user's home country.
Generative AI providers, advertising partners, and third-party links add more disclosure paths than a simple helpdesk-only deployment would.
Intercom documents data-transfer safeguards, privacy rights, and a privacy request form.
Customers can configure Messenger notices and some workspace settings instead of accepting one fixed sharing model.
Aggregated or anonymized information is disclosed separately from directly identified personal data.
Customers decide whether to connect some third-party websites and services rather than having every integration forced on them.
45
Weak
Intercom uses targeted advertising and allows third-party advertising companies to track activity over time and across services.
Conversation history, behavioral data, cookies, and service-usage monitoring create a broad tracking and profiling surface.
Customers can configure Messenger cookies and visitor notices in their own deployments.
Intercom provides a privacy request form and separate cookie-policy references.
Intercom is a business product rather than a mass consumer ad network, which slightly narrows the default ad-tech pressure.
60
Mixed
The policy uses broad retention language rather than a simple product-wide deletion window.
Content posted on Intercom sites may remain even after a user stops using the sites or loses access.
Intercom says it retains personal data only as long as needed for the purposes described in the policy.
Customers can manage some export, deletion, and workspace-lifecycle actions inside their own Intercom deployment.
Intercom documents a privacy request form and legal-basis contact route.
75
Good
Customers can manage notices, consent, Messenger cookies, and workspace settings.
Intercom documents a privacy request form for legal-basis and personal-data questions.
Workspace owners can govern who accesses conversations, user/company records, and connected features.
Customers can manage export and deletion workflows within their own use of the service.
End-user privacy still depends heavily on the Intercom customer that collected the conversation or behavioral data.
The final privacy outcome depends on customer configuration, integrations, and whether targeted advertising features are active.
