Terms & Policies
Product Privacy Notice
This Product Privacy Notice (“Notice”) provides information about how Cookies and similar web technologies (further described below) are used within the Services offered by Intercom R&D Unlimited Company, Intercom, Inc., Intercom Software UK Limited, Intercom Software Australia Pty Ltd, and Intercom's group companies ("Intercom", "we", "us", "our") when we handle personal data as a service provider to our Customers in accordance with our Agreements with them. For the purposes of this Notice, “Customers”, “Services”, and other capitalized terms used but not otherwise defined in this Notice have the meanings given to them in the relevant subscription agreement between Intercom and Customer (i.e., Intercom Terms of Service or Master SaaS Subscription Agreement) (“Agreement(s)”).
If you are seeking information about how Intercom handles personal data when we determine how and why it is used, such as when we collect personal data through our websites or in connection with our marketing and sales activities, please refer instead to the Intercom Privacy Policy and Cookie Policy.
What are Cookies and similar technologies?
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Cookies in general are text files stored on a visitor’s device to uniquely identify the visitor’s browser or to store information or settings in the browser for certain purposes.
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Browser web storage, also known as locally stored objects, functions like cookies but enables the storage of a larger amount of data.
These terms we refer to herein collectively as “Cookies”.
Intercom Messenger
The Intercom Messenger uses the following specific Cookies, which are set when an end user visits a Customer web page that has Messenger integrated:
| Cookie name | Purpose | Cookie storage duration after visit | Who serves the Cookie |
|---|---|---|---|
| Cookie: Intercom-id-[app_id] | Identifies visitors to a website or application where the Intercom JavaScript snippet is installed to associate them with Messenger conversations. The cookie is set by default regardless of whether a visitor has interacted with the Messenger and persists after interaction. Supports Messenger analytics reporting. | 9 months | Intercom |
| Cookie: Intercom-session-[app_id] | Allows logged-in end users to maintain access to their past conversations even on pages where logged-in requests are not being sent. Supports Messenger analytics reporting. | 1 week | Intercom |
| Cookie: intercom-device-id-[app_id] | Identifies each unique device that interacts with the Messenger for security purposes. | 9 months | Intercom |
| Local storage: intercom.intercom-state-[app_id] | When Customers choose to enable the Intercom Messenger in their Help Center, browser web storage is used to cache the Messenger application data and visitor data so that the Messenger loads sufficiently following a page transition. | Perpetual | Intercom |
Notice of Chat Monitoring and Recording when Using Messenger or Other Chat Channels through Intercom
Customer is responsible for informing their end users as to the below prior to interacting with the Messenger or other channels and obtaining any necessary consents from end users:
When interacting with the Messenger or other chat channels like WhatsApp or emailing through Intercom, chat content may be monitored and recorded by Intercom and its third-party vendors (i.e., sub processors) to help enhance and personalize the end user experience and to provide and improve products and services in accordance with the terms of our Agreements.
Intercom Help Center
The Intercom Help Center product uses the following specific Cookies:
| Cookie name | Purpose | Cookie storage duration after visit | Who serves the Cookie |
|---|---|---|---|
| Cookie: Intercom-id-[app_id] | Identifies visitors to a website or application where Help Center is installed to associate them with Help Center sessions. | 9 months | Intercom |
| Cookie: Intercom-session-[app_id] | Allows logged-in end users to record their reactions to Help Center articles, access restricted Help Center articles, and access their tickets. | 1 week | Intercom |
| Local storage: intercom.intercom-state-[app_id] | When Customers choose to enable the Intercom Messenger in their Help Center, browser web storage is used to cache the Messenger application data and visitor data so that the Messenger loads sufficiently following a page transition. | Perpetual | Intercom |
Third-Party Platforms
Because Customers can customize their Intercom Services, certain Third-Party Platforms may be integrated that collect personal data from their visitors, including through cookies and similar technologies. For example, when Customers embed videos from platforms such as YouTube, Vimeo, Wistia, Loom, JW Player, Microsoft Stream, Brightcove, Synthesia, or guidde into their Help Center, these embedded videos may use cookies and other technologies to function and collect personal data for other purposes. Or if Customers deploy Google Analytics on their Help Center instance, Google may set cookies to operate and collect personal data. For information about how Third-Party Platforms handle personal data and use cookies and other technologies, consult their respective privacy policies and relevant product documentation.
Visitor Cookie settings
Most browsers will let Messenger or Help Center visitors reject and clear Cookies in their browser settings. Applicable laws in some jurisdictions may require Customers to inform visitors as to the nature of the Cookies utilized by their Intercom Services, and in certain circumstances, obtain visitors’ prior consent to the placement and/or use of those Cookies. If visitors elect not to activate certain Cookies, certain visitor-facing and Customer-facing features of the Services may not function.
Changes to this Notice and questions
The Cookies and other similar web technologies we use for our Services are subject to change and we may amend this Notice from time to time. If we make material updates to this Notice, we will update the effective date at the top of the Notice.
If you have any questions, comments, or concerns about this Notice, please submit any questions, comments, or concerns using the Contact Us link in the footer of this page.