Cookie Policy
Effective August 21, 2026
Introduction
This Cookie Policy explains how Intercom R&D Unlimited Company, Intercom, Inc., and Intercom Software Australia Pty Ltd (collectively "Intercom", "we", "us", and "our"), our service providers, and advertising partners automatically collect information through www.intercom.com and our other websites (the “Sites”), and in connection with our marketing activities.
What are cookies and similar technologies?
- Cookies are text files that websites store on a visitor’s device to uniquely identify the visitor’s browser or to store information or settings in the browser for the purpose of tracking user activity and patterns, helping the visitor navigate between pages efficiently, remembering preferences, improving the visitor’s browsing experience, and enabling functionality, analytics, and targeted advertising. Cookies used on our Sites include cookies that we serve as well as cookies served by third parties that we work with to enable the services they provide, such as analytics services that track traffic and usage. You can learn more about cookies and how to control them at www.allaboutcookies.org.
- Web beacons, also known as pixel tags or clear GIFs, are typically used to demonstrate that a webpage or email was accessed or opened, or that certain content was viewed or clicked, typically to compile statistics about usage of websites and the success of marketing campaigns.
- Browser web storage (including HTML5), also known as locally stored objects, functions like cookies but enables the storage of a larger amount of data.
- Saved form details. When you submit a form on the Sites, we store the details you provided in browser web storage on your device, and we store a record of which fields you completed — not the details themselves — in a cookie. We use these to prefill those details, and to skip steps you have already completed, if you return to a form on the Sites. We store them only where you have allowed Functional cookies, and we keep them for no more than 14 days. If you withdraw your consent in the cookie preference manager, we stop using them and remove the details saved in browser web storage the next time you visit the Sites; you can remove everything immediately by clearing cookies and browser web storage in your browser settings.
- Session replay. We use third party software code to record users’ interactions with the Sites in a manner that allows us to watch and analyze visual reconstructions of those user sessions. The replays include users’ clicks, mobile app touches, mouse movements, scrolls, and keystrokes/key touches during those sessions. These replays help us diagnose usability problems and identify areas for improvement. One of the providers of this technology is Heap, which you can learn about here: https://www.heap.io.
- Chatbot features. The Sites provides users with chatbots that users can use to get information and support. We and the third parties that support these features monitor and record the information you submit to the chat to enable the chat and for the other purposes described in our Privacy Policy. When you use these features, you are not communicating with a human
What types of cookies and similar technologies are used on our Sites?
The categories of cookies used on our Sites include:
- Strictly Necessary: These cookies are necessary for the Sites to function and cannot be switched off.
- Functional: These cookies enable the Sites to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.
- Performance: These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our Sites. They help us to know which pages are the most and least popular and see how visitors move around the Sites.
- Advertising and Social Media: Advertising cookies are set by our advertising partners to collect information about your use of the Sites, our communications, and other online services over time and with different browsers and devices. They use this information to show you ads online that they think will interest you and measure the ads’ performance. Social media cookies are set by social media platforms to enable you to share content on those platforms, and are capable of tracking information about your activity across other online services for use as described in their privacy policies.
Note, when we are required to rely on your consent to the use of cookies or similar tracking technologies in line with our obligations under applicable laws implementing the ePrivacy Directive, such consent will be effective for one year. After one year has passed since obtaining your consent to cookies, we will seek to renew your consent before placing cookies that are not Categorized as Strictly Necessary.
For additional information about the cookies used on each of our domains, visit the webpage and select "Your Privacy Choices" link at the footer. Expand the cookie categories to review the current list of cookies.
Your choices
Your options for controlling what information cookies and similar technologies collect about you to include:
- Use the cookie preference manager. You can adjust your cookie settings using the Sites’ cookie preference manager available through the “Your Privacy Choices” link in the Site’s footer.
- Global Privacy Control (GPC). You can broadcast the Global Privacy Control (GPC) to opt-out for each participating browser system that you use. Learn more at the Global Privacy Control website.
- Browser settings. Most browsers let you reject cookies and clear cookies and browser web storage. To do this, follow the instructions in your browser settings.
- Blocking images/clear gifs. Most browsers and devices allow you to configure your device to prevent images from loading. To do this, follow the instructions in your browser settings.
- Industry group opt-out tools. You can opt out of receiving targeted ads on websites through members of the Network Advertising Initiative by clicking here or the Digital Advertising Alliance by clicking here. You can also opt out of receiving targeted advertising in mobile apps through participating members of the Digital Advertising Alliance by using the AppChoices mobile app. Please note that we may work with companies that offer their own opt-out mechanisms and may not participate in these opt-out programs.
If you disable our cookies or other technologies, you may experience some inconvenience in your use of our Sites. For example, we may not be able to recognize your computer and you may need to log in every time you visit our Sites.
For more information about how we collect, use and share your personal data, see our Privacy Policy.
Changes
We may update this Cookie Policy from time to time in order to reflect, for example, changes to the cookies we use or for other operational, legal or regulatory reasons. Please therefore revisit this Cookie Policy regularly to stay informed about our use of cookies and related technologies.
The date at the top of this Cookie Policy indicates when it was last updated.
Questions
If you have any questions about this Cookie Policy, please contact us at dataprotection@intercom.io.
English version controls
Non-English translations of this notice are provided for convenience only. In the event of any ambiguity or conflict between translations, the English version is authoritative and controls.