When someone is invited to join an Intercom workspace, they become a teammate, and information related to that teammate account is stored in our databases.
Protecting your rights to your data is critical to our mission at Intercom. This article will walk you through the process of requesting to delete teammate data.
Request removal of your teammate data
In order to have your teammate data permanently removed from our databases, you’ll first need to have your teammate record removed from every workspace you are a part of. Any teammate with access to the Teammates page in the workspace settings can remove teammates.
To remove a teammate, follow these steps:
Navigate to Settings > Workspace > Teammates.
Click Edit next to the teammate’s name.
Select Remove teammate.
When prompted, reassign the teammate’s conversations to another person or leave them unassigned. Any future messages sent to the removed teammate’s Intercom email will go to the Unassigned inbox.
Note:
If you have been added to multiple workspaces, you will need to have a teammate remove you from each workspace individually.
You cannot remove yourself directly or edit your own permissions. Another teammate with the necessary permissions must perform these changes.
In test workspaces, permissions inherit settings from the main workspace, so changes to teammates’ permissions in the main workspace will apply automatically.
Removed teammates cannot be directly restored. To reinstate them, you must re-invite them using the same email address. However, reassigned conversations will not revert to the original teammate.
Removal versus deletion, what’s the difference?
When a teammate removes another teammate from a workspace, that means that:
The removed teammate’s permissions in the workspace are cancelled. - They will no longer be able to access the workspace.
The teammate won't show up in the teammate list anymore.
Messages, conversations, articles and assignment rules are reassigned from removed teammate to a teammate of your choice.
Conversations/sent messages will remain unchanged.
Removed teammates can be reinstated by inviting them back using the same email.
Reassigning conversations is a mandatory step before removing a teammate to maintain customer communication.
Historical messages remain visible but are attributed to a "deleted user."
However, when you request to have a teammate record permanently deleted, that means that:
All references to the existing teammate will be removed from our databases once the deletion is fully processed.
Conversations and messages sent by that teammate will be unchanged.
Deletion does not remove historical conversation data, mentions, tags, or macros.
Request permanent deletion of a teammate record
If you want your own teammate record to be deleted, make sure you are no longer included as a teammate on any workspace. Once your teammate record has been removed from all workspaces, your data will be automatically deleted within 30 days.
If you are requesting to permanently delete a different teammate’s data (not your own), you will need to provide the email address and admin_ID value for that teammate. Make sure you have removed the teammate from your workspace first. Once this is done, reach out to our team at team@intercom.com.
Important: Hard deletion is permanent, however you can cancel a delete request within 7 days of asking us to delete the teammate. After 7 days the teammate is permanently removed.
How does deleting a teammate affect reporting?
How deleted teammates appear
The way a deleted teammate's name appears depends on where you're looking:
Custom Reports (charts in the UI): The original name continues to appear. "Former Teammate" only shows in the rare edge case where the underlying record is completely absent from the database, which does not occur under normal circumstances.
CSV Exports: Deleted teammates show as "Former teammate". Exports verify whether the admin still has active workspace access, rather than whether their record exists — which is why the behaviour differs from the UI.
Teammate filters/dropdown: Deleted teammates no longer appear in the filter dropdown, as it only lists active workspace members. However, data attributed to them still appears under their original name when grouped by teammate.
Key points when a teammate is deleted
The conversations remain in reports.
Metrics for deleted teammates are removed from Team inbox performance reporting.
The current assignee is updated on all of their assigned conversations.
Because Teammate assigned reflects who is currently assigned (not the original assignee), the newly assigned teammate's metrics will change when filtering, viewing, or segmenting by Teammate assigned. This applies to View by and Segment by in Custom reports.
Reports where metrics don't change:
Overview report > Teammates table (Filter by Teammate)
Team performance > Teammate performance
Conversations (Filter by Teammate)
Responsiveness (Filter by Teammate)
Effectiveness (Filter by Teammate)
Customer satisfaction (Filter by Teammate)
Custom reports > Replies sent metric (Filter by/View by/Segment by Teammate replied)
Reports where metrics do change:
Team performance > Conversations assigned by team (Filter by Teammate assigned)
Team performance > Median first response time by team assigned (Filter by Teammate assigned)
Conversations (Filter by Teammate assigned)
Responsiveness (Filter by Teammate assigned)
Effectiveness (Filter by Teammate assigned)
Customer satisfaction (Filter by Teammate assigned)
Custom reports (Filter by/View by/Segment by Teammate assigned)
For further questions, reach out to us in the Messenger, or see how to contact us with data queries.
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