What Intercom's terms say about your data

Who owns the data the customer puts in?

The customer · covers all customer data

1. Headline Every plan covers all customer data

   The customer

   As between the parties, Customer will retain all of Customer's Intellectual Property Rights in and to the Customer Data.

   Intercom Terms of Service (terms), read 2026-10-22 · link to this fact

   Section 3.2. Same section grants Intercom a license to use Customer Data to provide and improve the Services.

Does the vendor train AI on it?

Opt-out: on unless the customer turns it off · covers all customer data

1. Supporting Every plan covers all customer data

   Opt-out: on unless the customer turns it off^*

   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.

   Intercom Terms of Service (terms), read 2026-10-22 · link to this fact

   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).

2. Headline Every plan covers all customer data

   Opt-out: on unless the customer turns it off

   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.

   AI model training and fine-tuning (help) (ai policy), read 2026-10-22 · link to this fact

   Opt-outs processed within 30 days; article written September 8, 2026.

3. Detail Every plan covers training by third-party AI providers

   Opt-out: on unless the customer turns it off

   Intercom contractually restricts Third Party AI Providers from using Customer Data for training or otherwise improving Third Party AI Provider's services.

   Intercom Additional Product Terms (AI Products) (terms), read 2026-10-22 · link to this fact

   Applies to third-party LLM providers (OpenAI, Anthropic, etc.), not to Intercom's own models.

Does the vendor keep a right to use it aggregated, de-identified or as usage data?

Reserved · covers usage and anonymized data

1. Headline Every plan covers usage and anonymized data

   Reserved

   Intercom retains all ownership in and to Usage Data and Anonymized Data.

   Intercom Terms of Service (terms), read 2026-10-22 · link to this fact

   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).

What can the customer export, and who can run it?

Everything by an admin through the API · covers conversations, full content

1. Headline Every plan covers conversations, full content

   Everything by an admin through the API

   For large-scale exports, you can use Intercom's Conversations API to retrieve full conversation content in bulk.

   Export your conversations data (help) (help article), read 2026-10-22 · link to this fact

   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.

2. Detail Every plan covers reporting data and transcripts

   Part of it by an admin through an admin screen or a self-serve screen

   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.

   Export your conversations data (help) (help article), read 2026-10-22 · link to this fact

   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.

How much history does the plan keep?

All of it · covers all customer data

1. Headline Every plan covers all customer data

   All of it

   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.

   Intercom Terms of Service (terms), read 2026-10-22 · link to this fact

   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.

2. Detail Every plan covers anonymous visitor records

   All of it

   We will automatically delete the entire record and event history of visitors who have not visited your site in 9 months.

   How Intercom tracks and stores data (help) (help article), read 2026-10-22 · link to this fact

   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.

How long is data kept after the account ends, and can it still be exported?

Kept 30 days; export not stated · covers all customer data

1. Headline Every plan covers all customer data

   Kept 30 days; export not stated

   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.

   Intercom Terms of Service (terms), read 2026-10-22 · link to this fact

   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.

2. Detail Every plan covers personal data

   Kept 180 days; export not stated

   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.

   Data Processing Addendum (data processing addendum), read 2026-10-22 · link to this fact

   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).

What the read couldn't settle

• 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.

Documents

10 of 10 read. Each fact above names the one it comes from.

1. Intercom Terms of Service Terms · version 2026-09-08 · read 2026-10-22
2. Intercom Additional Product Terms (AI Products) Terms · version 2026-03-18 · read 2026-10-22
3. Data Processing Addendum Data processing addendum · version 2026-11-04 · read 2026-10-22
4. AI model training and fine-tuning (help) AI policy · version 2026-09-08 · read 2026-10-22
5. Intercom AI Products: A guide for customer legal and security teams (help) AI policy · read 2026-10-22
6. Export your conversations data (help) Help article · read 2026-10-22
7. How to export users, leads or company data (help) Help article · version 2025-07-21 · read 2026-10-22
8. How Intercom tracks and stores data (help) Help article · version 2025-04-23 · read 2026-10-22
9. Intercom pricing Plans page · read 2026-10-22
10. Intercom Privacy Policy Privacy policy · read 2026-10-22