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Customer support

Intercom

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Intercom is a US-based customer messaging platform providing live chat, in-app messaging, chatbots, email campaigns, and customer support tools. The Intercom Messenger widget is widely embedded on SaaS product websites. GDPR compliance requires consent for tracking cookies before the widget loads, a DPA with Intercom, and SCCs for US data transfers. EU data residency is available on Enterprise plans. Intercom provides GDPR-specific features including data deletion APIs and consent management.

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Overview

What does Intercom do?

What is Intercom?

Intercom is a customer messaging platform that combines live chat, chatbots, in-app messaging, email campaigns, a help centre, and customer support tools in a single product. It is widely used by SaaS companies for onboarding, customer support, proactive engagement, and marketing outreach. The Intercom Messenger (the chat bubble that appears on websites and apps) is one of the most recognisable customer engagement interfaces on the web.

What data does Intercom collect?

Intercom collects visitor IP addresses, browser and device information, page visit history, user identifiers (user_id, email passed via the Intercom JS code), conversation content and history, custom attributes sent by the application, and behavioural events. For logged-in users, rich profile data including usage patterns, subscription status, and engagement history is typically synced to Intercom.

Consent requirements

Intercom sets cookies for visitor identification and session tracking that require consent before loading on EU-facing websites. For authenticated application users who have an active session, legitimate interest may support the Intercom Messenger for support functions. For anonymous website visitors and marketing tracking, consent is required. Intercom provides a consent mode option to prevent cookie setting until consent is obtained.

EU data residency

Intercom offers EU data residency for Enterprise customers. When enabled, all customer and conversation data is stored within the EU. For standard deployments, US infrastructure is used requiring SCCs. Request EU data residency if processing significant volumes of EU personal data.

Practical compliance steps

Sign the Intercom DPA and SCCs. Block Intercom loading until cookie consent on public pages. Configure EU data residency on Enterprise plans. Only pass necessary user attributes to Intercom. Avoid sending sensitive data. Implement Intercom User Deletion API for erasure requests. Disclose Intercom in your privacy policy covering conversation data, cookie tracking, and any email campaigns sent via Intercom.

Compliance

Intercom and the GDPR

Intercom is classified as “Preferences”. On a site that targets European visitors, it must only load after the visitor consents, and it must be listed in your cookie policy.

Legal basis
Consent (Art. 6(1)(a) GDPR) required for tracking cookies and visitor profiling under the ePrivacy Directive. Legitimate interest (Art. 6(1)(f)) may apply for conversations directly initiated by users for support purposes. Marketing messages via Intercom require separate consent.
Risk level
high
Applicable regulations
GDPR, ePrivacy Directive, SCCs for US deployments

Impact assessment (DPIA)

A DPIA is recommended for Intercom deployments that combine visitor tracking, behavioural profiling, automated messaging, and large-scale customer data processing. The breadth of data collected across the Intercom platform warrants documented risk assessment.

Sample text for your banner

We use Intercom to provide customer support and send relevant product updates. Intercom uses cookies to identify you and personalise your experience. Data is processed in the US. You can opt out of non-essential Intercom tracking in your cookie preferences.
Cookies and trackers

What Intercom sets and contacts

Tracking method
JavaScript Messenger widget, first-party cookies, visitor tracking, conversation history, user identification, behavioural events, push notifications
Server location
United States with EU data hosting option
Data transferred outside the EU
Intercom is a US-based customer messaging platform. EU data residency is available on Enterprise plans. Standard deployments process all data on US infrastructure requiring SCCs. Intercom provides a GDPR-compliant DPA.

Cookies set (3)

NameTypeDurationPurpose
intercom-idpersistent9 monthsUnique visitor identifier used to recognise returning users and link sessions across visits
intercom-sessionpersistent7 daysSession token renewed on each visit to maintain chat session continuity
intercom-device-idpersistent9 monthsDevice fingerprint used to associate behavioural data with a specific device across sessions

Third-party domains contacted (4)

  • widget.intercom.io
  • api-iam.intercom.io
  • js.intercomcdn.com
  • uploads.intercomusercontent.com
Questions

Frequently asked questions about Intercom

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Does Intercom require GDPR consent?

Yes for tracking cookies and marketing messages. Intercom cookies require consent before loading on public EU pages. Legitimate interest may cover in-product support for authenticated users. Marketing campaigns require separate consent.

What cookies does Intercom set?

Intercom sets intercom-id (9 months), intercom-session (1 week), and intercom-device-id (9 months), all requiring consent under the ePrivacy Directive.

Does Intercom offer EU data residency?

Yes for Enterprise customers. Standard deployments use US infrastructure requiring SCCs.

What legal basis applies to Intercom?

Consent for tracking cookies. Legitimate interest may apply for in-product support initiated by identified users. Consent for marketing messages.

How do I block Intercom until consent is given?

Use CMP tag blocking or call window.Intercom("boot", {...}) conditionally only after consent confirmation.

Do I need a DPA with Intercom?

Yes. Sign the Intercom DPA available from Intercom's legal page. It includes SCCs for EU-US transfers.

How do I handle erasure requests for Intercom?

Use the Intercom Delete User API to remove the user and all associated conversations. Document all requests.

Are there EU-based alternatives to Intercom?

Crisp (France), Userlike (Germany), and HelpCrunch (EU region) offer live chat and support with EU data residency.

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