Do we need to disclose Intercom in our privacy policy?

Yes. Intercom collects personal data including names, emails, chat messages, IP addresses, and device information. Under GDPR and CCPA, you must disclose all tools that process personal data and explain how data is used. Failure to disclose Intercom creates compliance risks and violates transparency obligations.

What specific information does Intercom collect?

Intercom collects names and email addresses (if provided), chat messages, IP addresses, device information, pages visited, and custom user attributes you configure. If you enable Intercom's AI features, conversations may be processed by artificial intelligence for response generation and analysis. All collected data is stored on Intercom's servers.

Does Intercom require a cookie consent banner?

Yes. Intercom uses functional cookies including intercom-id-* (9-month duration for user identification) and intercom-session-* (1-week duration for session management). Under GDPR and similar regulations, you must obtain explicit consent before these cookies are placed, typically through a cookie banner or consent management platform.

Who processes our data and where is it stored?

Intercom Inc., a U.S.-based company, acts as a data processor on our behalf. Data is transferred to and stored in the United States. For EU/UK users, this transfer requires appropriate safeguards such as Standard Contractual Clauses. Review Intercom's privacy policy at https://www.intercom.com/legal/privacy for detailed processor information.

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Privacy policy clauses for Intercom

Intercom is a customer messaging platform that enables live chat, chatbots, and help desk functionality on websites. We use it to provide real-time customer support, answer questions, and communicate with visitors about their needs and inquiries.

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What data Intercom collects

Your privacy policy must disclose each of the following data types when you use Intercom.

Name and email (if provided)

Chat messages

IP address

Device info

Pages visited

Custom user attributes

When does Intercom trigger privacy obligations?

Installation triggers immediate data collection

The moment you embed Intercom's SDK on your site or app, several data flows activate automatically:

Cookie	Duration	Category	Purpose
intercom-id-*	9 months	functional	User identification
intercom-session-*	1 week	functional	Session

Privacy policy clauses for Intercom

What data Intercom collects

When does Intercom trigger privacy obligations?

Installation triggers immediate data collection

Regulations triggered

Where data goes

Cookies set by Intercom

Common compliance pitfalls

Pitfall 1: Not disclosing Intercom's AI processing in privacy policy

Pitfall 2: Miscategorizing Intercom cookies as "essential" instead of "functional"

Pitfall 3: Missing Data Processing Agreement (DPA) with Intercom

Legal note

Sample privacy policy clause

What regulators look for

GDPR/DPA enforcement priorities

CCPA/state enforcement priorities

Notable case context

Frequently asked questions

Do we need to disclose Intercom in our privacy policy?

What specific information does Intercom collect?

Does Intercom require a cookie consent banner?

Who processes our data and where is it stored?

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