# 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.

- Website: https://www.intercom.com
- Jurisdiction: United States. Five Eyes member. Subject to the US CLOUD Act.
- Platforms: Android, iOS, Web
- Home page trackers: Google Tag Manager
- Category: [Customer support and live chat](https://privacyratings.com/customer-support/)
- Grade: D (41/100)

## Criteria

| Criterion | Answer | Note | Evidence |
| --- | --- | --- | --- |
| Open source | No | Closed source. |  |
| No trackers or telemetry | No | The privacy policy describes cookies and services from advertising partners used for targeted ads and analytics. | https://www.intercom.com/legal/privacy |
| No ads or data sales | Partial | Funded by subscriptions with no ads in the product, but identifiers and browsing data are shared with advertising partners for targeted ads. | https://www.intercom.com/legal/privacy |
| Independent audit | Partial | SOC 2 Type II and ISO 27001 audits are done, but the reports are only provided through the trust center, not published openly. | https://www.intercom.com/security |
| Transparency report | Partial | Publishes law enforcement guidelines, but no request counts. | https://www.intercom.com/legal/law-enforcement-guidelines |
| Tells users about requests | Yes | Notifies users before disclosure so they can challenge the request, unless prohibited by law or in emergencies. | https://www.intercom.com/legal/law-enforcement-guidelines |
| TLS configuration | Yes | Grade A+ | https://www.ssllabs.com/ssltest/analyze.html?d=www.intercom.com&hideResults=on |
| Security headers | Partial | Grade B (75/100+) | https://developer.mozilla.org/en-US/observatory/analyze?host=www.intercom.com |
| Modern web standards | Not tested yet | Not tested yet. |  |

Source: https://privacyratings.com/customer-support/intercom/
Edit: https://github.com/privacyratings/privacyratings.com/edit/main/ratings/customer-support/intercom.md