To better support our customers globally, Intercom has launched a Regional Data Hosting program for new customers on a contract account. The program allows customers to host their data closer to their primary location for optimal performance and compliance requirements. Our team can provision a regional Intercom workspace for you, offering the choice to have data processed in one of the Designated Regions: the United States (US), European Union (EU), or Australia (AUS).
When switching to regional data hosting, please note that direct migration of your existing workspace data from one region to another is not possible. You'll need to create a new workspace in your desired region and manually transfer your data and settings. This process can be an opportunity to clean up outdated data and refine your organizational setup.
Historical conversation data cannot be migrated to the new workspace. It can only be exported for record-keeping using Intercom's data export tools before you decommission your old workspace.
What type of data is included?
Regional Data Hosting ensures that your customer data remains within your selected region under normal conditions. It is subject to limited exceptions as identified in the Regional Data Hosting Addendum. This covers the following categories:
All Visitor and Contact data collected by the Messenger.
All the conversation data that happens via the Messenger (between you and your customers).
All the data attributes or events a customer collects on their workspace.
What type of data is not included in regional hosting?
European Union
For EU workspaces, data required for billing and support processes may be transferred outside of your region. This includes:
Your Name, Email & credit card data (required for billing, which occurs in the US).
Your workspace admin data (used/required for providing Customer Support).
Your Meta-data associated with usage (e.g., features used, types of messages sent, etc.)
Technical data captured on the infrastructure that will be sent to our monitoring tools.
Australia
For Australian (AU) workspaces, the only personal data that may leave Australia is:
Your Name, Email & credit card data (required for billing, which occurs in the US).
Your workspace admin data (used/required for providing Customer Support).
Emails (inbound and outbound) will go through the US due to infrastructure limitations.
Additionally, company data cannot be imported via CSV and must be updated via company profiles or API.
Any data flowing to/from external systems (i.e. Facebook, Twitter, Salesforce, etc.) might leave your region once it leaves the Intercom system.
How to install Intercom for regional workspaces
Regional Data Hosting is only available to new workspaces on the Advanced and Expert plans and is not available through the Early Stage program. Existing customers who want to move to a regional data center must create a new workspace — contact your Intercom account manager or our Sales team to get started.
Note: Regional data hosting is available to customers on a contract.
How to create a new regional workspace and migrate your data
To set up a new workspace in your desired region:
Contact Intercom's Sales Team to finalize a plan eligible for regional hosting.
After upgrading, the Sales team will help create your new workspace under the selected region.
You'll need to manually recreate organizational settings like teammate roles, workflows, and inboxes.
Transfer your data to the new workspace. Use CSV export/import or the Intercom REST API to migrate contacts, leads, company data, custom data attributes, and events. Outbound message configurations must be recreated manually.
Add payment details to your new workspace once you're ready to go live, then cancel your previous workspace. Before cancelling, export any historical conversation data you want to retain — this data cannot be transferred and will be lost once the workspace is closed.
Important: Active and historical conversation data cannot be migrated to regional workspaces — it can only be exported for record-keeping. Use Intercom's data export tools to download this data before closing your old workspace.
When using a regional workspace, you'll need to add an additional parameter to your JavaScript snippet and/or software development kit (SDK) when installing Intercom on your website or app.
Your region-specific workspace exists independently from your US-based workspace, which means that you are unable to toggle between workspaces.
[TEST] workspaces are supported and should work as normal. Developer Workspaces are not supported in EU data hosting — these are used for public apps listed on the app store, which are typically published in the US and synced to EU or AU regions.
How to install Intercom for web
How to install Intercom for mobile
For SwiftUI or iOS Apps, update your Info.plist configuration:
infoPlist: {
IntercomEURegion: true
}For Intercom React Native Plugin with Expo:
{
expo: {
plugins: [["@intercom/intercom-react-native", { ..., intercomRegion: "EU" }]]
}
}Remember to rebuild your app after integrating regional hosting updates.
Which apps and integrations work with regional workspaces?
All third-party apps are available through the app store, however you should test any app with your regional workspace before relying on it — not all apps are guaranteed to support regional data hosting. Intercom-built apps are progressively being added to regional workspaces. For the current list of Intercom apps that are not yet available in regional workspaces, see Additional details on Intercom European data hosting.
When integrating any apps that use a code-less method to install the Intercom Messenger, you will need to ensure that the proper parameter is passed (see developer documentation here).
Examples of this include, Google Tag Manager and Segment.
You should test any app that installs the Intercom Messenger to confirm that regional data hosting is supported. We cannot guarantee that all 3rd party apps will work with regional data hosting.
How is support handled for regional workspaces?
In order to best support our customers around the world, Intercom offers global support across multiple time zones. These support teams are distributed globally to achieve our follow the sun model.
If you are on Regional Data Hosting, the majority of your Support needs will be handled by our in-region support team.
If, under exceptional circumstances, our support team needs to access your Customer Data from outside of the Designated Region, you will be made aware beforehand and have opportunity to object in accordance with the process set out in the Regional Data Processing Addendum. Please note that this is rare.
Where are the regional data hosting centers located?
Our US data center is located in Amazon Web Services in the us-east-1 AWS Region (N. Virginia, United States).
Our EU data center is located in Amazon Web Services in the eu-west-1 AWS Region (Dublin, Ireland).
Our Australian data center is located in Amazon Web Services in the ap-southeast-2 AWS Region (Sydney, Australia).
How to see the data region you're hosted in
Your hosting region is shown in your workspace URL:
app.intercom.com for US customers
app.eu.intercom.com for EU customers
app.au.intercom.com for Australian customers
Note: When logging in, make sure to select the correct data host region (e.g., Europe or Australia) on the login page. Signing in via the wrong region won't find your workspace — even if your subscription is active. If you're unsure of your region, check your workspace URL: app.eu.intercom.com for EU, or app.au.intercom.com for Australia.
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