{"license":"CC-BY-4.0","license_url":"https://creativecommons.org/licenses/by/4.0/","attribution":"Data from Dataconto (https://dataconto.com/open-data/tools), CC BY 4.0. 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Same section grants Intercom a license to use Customer Data to provide and improve the Services.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-ownership-2026-10-22"},{"fact_id":"intercom-ai_training-2026-10-22","tool":"intercom","field":"ai_training","plan":null,"product":null,"addon":null,"role":"supporting","covers":"all customer data","value":{"generative":"opt_out","other_models":"opt_out"},"answer":"Opt-out: on unless the customer turns it off","basis":"inferred","quote":"Customer hereby grants to Intercom a non-exclusive, worldwide, royalty-free right to access, use and display the Customer Data during the Term in order to provide and improve our Services, including for Intercom AI model training.","doc_id":"intercom-terms","source_title":"Intercom Terms of Service","source_url":"https://www.intercom.com/legal/terms-and-policies","source_kind":"terms","source_status":"ok","observed":"2026-10-22","note":"Terms 3.2 permits training by default; opt-out is in the help article (next fact). The help article speaks of the 'Fin CX Model Suite' (de-identified Fin conversation logs only, not human-agent conversations) and does not split generative from other models, so other_models=opt_out follows the general wording of 3.2 and the opt-out; treat as a judgment call. Auto-excluded: BAA customers, EU/AU hosted workspaces, pre-Sept-2025 MSSA contracts, trials. Third Party AI Providers are contractually barred from training (Additional Product Terms).","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-ai_training-2026-10-22"},{"fact_id":"intercom-ai_training-optout-2026-10-22","tool":"intercom","field":"ai_training","plan":null,"product":null,"addon":null,"role":"headline","covers":"all customer data","value":{"generative":"opt_out","other_models":"opt_out"},"answer":"Opt-out: on unless the customer turns it off","basis":"stated","quote":"If you want to opt out of AI model training and fine-tuning, you can request an opt-out through Settings > Workspace > Security > AI model training and fine-tuning.","doc_id":"intercom-ai-training","source_title":"AI model training and fine-tuning (help)","source_url":"https://www.intercom.com/help/en/articles/11993352-ai-model-training-and-fine-tuning","source_kind":"ai_policy","source_status":"ok","observed":"2026-10-22","note":"Opt-outs processed within 30 days; article written September 8, 2026.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-ai_training-optout-2026-10-22"},{"fact_id":"intercom-ai_training-thirdparty-2026-10-22","tool":"intercom","field":"ai_training","plan":null,"product":null,"addon":null,"role":"detail","covers":"training by third-party AI providers","value":{"generative":"opt_out","other_models":"opt_out"},"answer":"Opt-out: on unless the customer turns it off","basis":"stated","quote":"Intercom contractually restricts Third Party AI Providers from using Customer Data for training or otherwise improving Third Party AI Provider's services.","doc_id":"intercom-additional-terms","source_title":"Intercom Additional Product Terms (AI Products)","source_url":"https://www.intercom.com/legal/terms-and-policies/additional-product-terms","source_kind":"terms","source_status":"ok","observed":"2026-10-22","note":"Applies to third-party LLM providers (OpenAI, Anthropic, etc.), not to Intercom's own models.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-ai_training-thirdparty-2026-10-22"},{"fact_id":"intercom-aggregate_use-2026-10-22","tool":"intercom","field":"aggregate_use","plan":null,"product":null,"addon":null,"role":"headline","covers":"usage and anonymized data","value":"reserved","answer":"Reserved","basis":"stated","quote":"Intercom retains all ownership in and to Usage Data and Anonymized Data.","doc_id":"intercom-terms","source_title":"Intercom Terms of Service","source_url":"https://www.intercom.com/legal/terms-and-policies","source_kind":"terms","source_status":"ok","observed":"2026-10-22","note":"Section 3.4 lets Intercom use Usage Data and de-identified/anonymized Customer Data to analyze, improve, support and operate the Services during and after the term; survives termination (8.4).","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-aggregate_use-2026-10-22"},{"fact_id":"intercom-export-api-2026-10-22","tool":"intercom","field":"export","plan":null,"product":null,"addon":null,"role":"headline","covers":"conversations, full content","value":{"scope":"all","needs_approval":false,"who":["admin"],"method":["api"],"formats":["json"]},"answer":"Everything by an admin through the API","basis":"stated","quote":"For large-scale exports, you can use Intercom's Conversations API to retrieve full conversation content in bulk.","doc_id":"intercom-export-conversations","source_title":"Export your conversations data (help)","source_url":"https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data","source_kind":"help","source_status":"ok","observed":"2026-10-22","note":"Applies to all plans (no plan gating stated). Export API max 90-day timeframe per request. 'who' inferred: API access needs a workspace access token; article does not name a role.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-export-api-2026-10-22"},{"fact_id":"intercom-export-ui-2026-10-22","tool":"intercom","field":"export","plan":null,"product":null,"addon":null,"role":"detail","covers":"reporting data and transcripts","value":{"scope":"partial","needs_approval":false,"who":["admin"],"method":["admin_screen","self_serve"],"formats":["csv","pdf","txt","json"]},"answer":"Part of it by an admin through an admin screen or a self-serve screen","basis":"stated","quote":"Reporting metadata only: CSV exports contain reporting metadata (e.g. conversation IDs, timestamps, attributes, and metrics) but do not include full message or conversation content.","doc_id":"intercom-export-conversations","source_title":"Export your conversations data (help)","source_url":"https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data","source_kind":"help","source_status":"ok","observed":"2026-10-22","note":"In-app: per-conversation and bulk (200-300 per operation) PDF/text transcripts; Dataset CSV (needs 'Can export CSV' permission); S3 JSON export without transcripts; CSV and JSON data 'available for up to two years'. Contacts CSV via Export users (intercom-export-users). 'who' = teammates with export permissions, recorded as admin.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-export-ui-2026-10-22"},{"fact_id":"intercom-retention-2026-10-22","tool":"intercom","field":"retention","plan":null,"product":null,"addon":null,"role":"headline","covers":"all customer data","value":{"keeps":"all","deletes_older":false},"answer":"All of it","basis":"stated","quote":"Intercom agrees only that it will not intentionally delete any Customer Data from the Services prior to termination of Customer's applicable Subscription Term and expressly disclaims all other obligations with respect to storage.","doc_id":"intercom-terms","source_title":"Intercom Terms of Service","source_url":"https://www.intercom.com/legal/terms-and-policies","source_kind":"terms","source_status":"ok","observed":"2026-10-22","note":"Section 3.3; no plan-based history limit found on pricing or help pages, so one fact for all plans. Exception: anonymous visitors unseen for 9 months are deleted (next fact); user data unaffected. Reporting exports reach back about two years.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-retention-2026-10-22"},{"fact_id":"intercom-retention-visitors-2026-10-22","tool":"intercom","field":"retention","plan":null,"product":null,"addon":null,"role":"detail","covers":"anonymous visitor records","value":{"keeps":"all","deletes_older":false},"answer":"All of it","basis":"stated","quote":"We will automatically delete the entire record and event history of visitors who have not visited your site in 9 months.","doc_id":"intercom-tracks-data","source_title":"How Intercom tracks and stores data (help)","source_url":"https://www.intercom.com/help/en/articles/1722980-how-intercom-tracks-and-stores-data","source_kind":"help","source_status":"ok","observed":"2026-10-22","note":"Visitor (anonymous) records only; 'This change only impacts visitor data - your user data is unaffected.' Kept as a qualifier to the retention fact, not a plan limit.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-retention-visitors-2026-10-22"},{"fact_id":"intercom-after_cancel-2026-10-22","tool":"intercom","field":"after_cancel","plan":null,"product":null,"addon":null,"role":"headline","covers":"all customer data","value":{"days":30,"export_window":"not_stated"},"answer":"Kept 30 days; export not stated","basis":"stated","quote":"Customer acknowledges that thirty (30) days following termination, it will have no further access to any Customer Data input into any Service, and that Intercom may delete any such data as may have been stored by Intercom at any time.","doc_id":"intercom-terms","source_title":"Intercom Terms of Service","source_url":"https://www.intercom.com/legal/terms-and-policies","source_kind":"terms","source_status":"ok","observed":"2026-10-22","note":"Section 8.3 implies access for up to 30 days after termination but does not say export is possible then, hence not_stated. DPA section 10 (next fact) sets automatic deletion of personal data at 180 days.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-after_cancel-2026-10-22"},{"fact_id":"intercom-after_cancel-dpa-2026-10-22","tool":"intercom","field":"after_cancel","plan":null,"product":null,"addon":null,"role":"detail","covers":"personal data","value":{"days":180,"export_window":"not_stated"},"answer":"Kept 180 days; export not stated","basis":"stated","quote":"If Customer does not request deletion of Customer Personal Data, Intercom will automatically delete it from our systems 180 days after the termination or expiration of this Agreement.","doc_id":"intercom-dpa","source_title":"Data Processing Addendum","source_url":"https://www.intercom.com/legal/data-processing-agreement","source_kind":"dpa","source_status":"ok","observed":"2026-10-22","note":"DPA section 10: at Customer's election Intercom will delete or return personal data on termination; deletion on request within 30 days; backups deleted 14 days after live deletion. DPA version shown is effective November 4, 2026 (dated after today).","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/intercom#fact-intercom-after_cancel-dpa-2026-10-22"}],"fact_count":11,"open":["No per-plan differences found for export or retention; Essential/Advanced/Expert treated alike. Pricing page does not mention retention.","after_cancel export_window: Terms 8.3 implies access ends 30 days after termination but never says export stays available in that window; DPA says data is deleted or returned 'at Customer's election'.","ai_training other_models: help article covers 'Fin CX Model Suite' without separating generative vs other models; set opt_out on the general Terms 3.2 wording.","export 'who': help articles name permissions ('Can export CSV', 'Can export conversation data'), not roles; recorded as admin.","DPA page shows 'Effective November 4, 2026', a date after today; the prior version link was not read.","Help article 10213899 and 2046229 show only relative dates ('Updated over 3 weeks ago', 'over 2 weeks ago'), so version is null."]}]}