Customer support and live chat
Intercom privacy rating
Customer service platform with a shared inbox, in-app and website chat messenger, help center, ticketing and the Fin AI agent for answering customer questions.
Summary
Intercom scores 41 out of 100 (grade D) on the customer support and live chat criteria. It meets 2 of 8 criteria: tells users about requests and TLS configuration. It partly meets no ads or data sales, independent audit, transparency report and security headers. It does not meet open source and no trackers or telemetry. It is based in the United States: Five Eyes member; subject to the US CLOUD Act. Automated tests: SSL Labs grade A+ and Mozilla HTTP Observatory grade B.
Score 41 out of 100. How scoring works
Criteria
- No
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No
No trackers or telemetry Weight 3 of 3
Are the website and apps free of third-party trackers, with any analytics anonymous and any telemetry off by default?
The privacy policy describes cookies and services from advertising partners used for targeted ads and analytics.
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Partial
No ads or data sales Weight 2 of 3
Is the product funded without advertising, ad targeting or selling user data?
Funded by subscriptions with no ads in the product, but identifiers and browsing data are shared with advertising partners for targeted ads.
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Partial
Independent audit Weight 2 of 3
Has an independent security or privacy audit been published within the last three years?
SOC 2 Type II and ISO 27001 audits are done, but the reports are only provided through the trust center, not published openly.
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Partial
Transparency report Weight 2 of 3
Does the provider regularly publish how many government and legal requests it receives and how it responds?
Publishes law enforcement guidelines, but no request counts.
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Yes
Tells users about requests Weight 1 of 3
Does the provider promise to tell users about requests for their data, unless a court forbids it?
Notifies users before disclosure so they can challenge the request, unless prohibited by law or in emergencies.
Automated tests
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Yes
TLS configuration Weight 2 of 3
Does the website pass the Qualys SSL Labs test with a grade of A or better?
Grade A+
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Partial
Security headers Weight 1 of 3
Does the website pass the Mozilla HTTP Observatory test with a grade of A or better?
Grade B (75/100+)
-
Not tested yet
Modern web standards Weight 1 of 3
Does the website score 90% or higher on the Internet.nl website test?
Not tested yet.