Terms & Policies

THESE INTERCOM ADDITIONAL PRODUCT TERMS (“ADDITIONAL PRODUCT TERMS”) DESCRIBE THE SPECIFIC TERMS FOR CERTAIN INTERCOM SERVICES OR FEATURES THEREOF OFFERED BY INTERCOM (“ADDITIONAL PRODUCTS”). BY USING THE ADDITIONAL PRODUCTS, YOU AGREE THAT THE INTERCOM TERMS OF SERVICE (“TOS”) OR INTERCOM MASTER SERVICE SUBSCRIPTION AGREEMENT (“MSSA”) RESPECTIVELY, THE “AGREEMENT”, AS APPLICABLE, BETWEEN INTERCOM AND THE ENTITY THAT ENTERED INTO THE AGREEMENT WITH INTERCOM (“CUSTOMER” OR “YOU”) IS HEREBY INCORPORATED AND THE APPLICABLE ADDITIONAL PRODUCT TERMS DESCRIBED BELOW FORM A PART OF THE AGREEMENT.

In the event of a conflict with the Agreement and the Additional Product Terms, the Applicable Product Terms will control to the extent of the conflict. A violation of these Additional Product Terms is a violation of the Agreement. Capitalized terms not defined herein have the meaning given to them in the Agreement.

The services covered by these Additional Product Terms are:

Fin

Fin is a separate, stand-alone Service accessible apart from other Intercom Service(s) to which you subscribe. Fin is AI-powered technology that facilitates customer support conversations through the Intercom platform and is powered by large language models (LLM) provided by third party AI companies (“Third Party LLM Provider”) as well as Intercom’s proprietary machine learning.

Processing by Third Party LLM Providers. When using Fin, Third Party LLM Provider acts as a sub-processor of personal data submitted to Fin, including personal data that may be contained in Inputs (defined below) or other Customer Data. All personal data processing activities will be governed by the DPA in place between Intercom and Customer.

Location of Processing. Currently, Third Party LLM Provider’s services are hosted in the United States only. If Customer elects to use Fin, personal data sent to such Third Party LLM Providers will be processed in the United States (as described in our sub processors page).

ePHI Data. Any Business Associate Agreement entered into between Customer and Intercom does not apply to Fin. Customer shall be solely responsible for any electronic protected health information (ePHI) submitted to Fin by Customer, and Intercom is not subject to any additional obligations that apply to such ePHI.

Inputs and Outputs. Questions, data, content or information submitted to Fin by or on behalf of Customer (including help center content provided and/or instructed to be used by Customer) (“Inputs”) and answers or other results generated by Fin based on such Inputs (“Outputs”) are deemed Customer Data under the Agreement and subject to the rights, restrictions and obligations applicable thereto. Notwithstanding the foregoing, third parties may submit information or materials that generate results that are identical or similar to Outputs (“Third-Party Results”), and Customer acknowledges it has no right, title or interest in or to any Third-Party Results.

Accuracy. Outputs may contain material inaccuracies and may not reflect correct, current or complete information. Do not mislead anyone that Output is human-generated. Do not rely, or encourage others to rely, on any Outputs without independently evaluating their accuracy and appropriateness of use, including by using human review. Intercom makes no representations or warranties and provides no indemnities with respect to Outputs.

Rights to Use. Customer permits Third Party LLM Provider to use Inputs and Outputs or other Customer Data submitted to Fin as necessary to provide and maintain Fin, comply with applicable Laws, and enforce its respective policies.

Restrictions on Use. In addition to any general obligations and restrictions pertaining to Customer’s use of Services under the Agreement, Customer represents and warrants that:

• Customer’s use of Fin will not breach or violate the AUP or any third party terms, policies or other agreements, including applicable OpenAI policies, nor will Customer use Fin to generate content for dissemination in electoral campaigns or content that encourages violence, terrorism, or other serious harm;
• Customer will only provide and/or instruct to be used help center content from publicly accessible website(s) or other sources where its use (including data extraction) is explicitly permitted and/or where Customer is authorized to do so; and
• Customer will not, nor permit others, to: (i) use Fin to develop any models that compete with Intercom or Third Party LLM Provider or (ii) use any method to extract data, or infer information, from Fin or otherwise attempt to discover underlying components of Fin (e.g., models, algorithms, systems) (except to the extent such restrictions are contrary to applicable law).

Customer will be fully responsible for use of Fin (including any and all Inputs submitted) by any Permitted User and Person as if performed by Customer.

Usage Limits; Availability. Intercom may monitor and limit or suspend Customer's usage of Fin if Intercom believes it may negatively affect the security, operability, or integrity of any Services (including, without limitation, bypassing or circumventing any rate limits), violate the Agreement or otherwise impose liability on Intercom. No service level agreement with Intercom applies to Fin.

Switch (Switch Phone-to-Messaging)

The Switch is a separate, stand-alone service accessible apart from the generally available service to which you subscribe. The Switch is a service provided for the purpose of reducing inbound phone call volume by deflecting calls to chat messages through the Intercom Service. During a trial of Switch, Intercom will cover the cost of each Switch SMS message sent by Intercom on your behalf, provided that you do not exceed the usage amounts you’ve requested. Whether during a trial period or during your Subscription Period, Intercom reserves the right to suspend your access to Switch if in its sole discretion, we determine you have exceeded the usage you’ve requested and/or your usage negatively impacts the operability, integrity, or security of the Service.

SMS Channel

SMS is a separate, stand-alone service accessible apart from the generally available service to which you subscribe. SMS is a service provided for the purpose of sending and receiving SMS messages through the Intercom Service. Intercom reserves the right to suspend your access to SMS if in its sole discretion, Intercom determines you have exceeded the usage you’ve purchased and/or your usage violates the Intercom Acceptable Use Policies and/or negatively impacts the operability, integrity, or security of the Service. You are responsible for ensuring that your use of SMS is in compliance with any applicable telecommunications regulatory requirements. You further acknowledge and agree that SMS messages sent may be charged regardless of whether they have been filtered by your carrier and that you are responsible for payment of such charges if and when incurred.

Custom Actions and Custom Objects

Custom Actions and Custom Objects are service features available to all customers with access to bots on Intercom. Custom Actions enables an external connection between Intercom and external systems, Custom Objects enables object level storage in Intercom.

The usage of Custom Actions to connect external information to Intercom and its bots, and Custom Objects for object storage, may not be used in violation of the Agreement, the Intercom Acceptable Use Policies, or the Intercom Custom Actions and Custom Objects service limitations set forth in the relevant documentation . Additionally, letting bots access external information should not be used for:

• cryptomining;
• disrupting, gaining, or attempting to gain unauthorized access to, any service, device, data, account, or network (other than those authorized by the Intercom Bug Bounty program); or
• the provision of a stand-alone or integrated application or service offering the Custom Actions and/or Custom Objects service(s), or any elements of Custom Actions and/or Custom Objects for commercial purposes.

In order to prevent violations of these limitations and abuse of Custom Actions and Custom Objects, Intercom may monitor your account usage. Misuse of this capability may result in suspension of your access to Custom Actions and Custom Objects or suspension or termination of your Intercom account.

A limit of 15 Object Definitions and 100,000 Records per workspace applies for all accounts.