Where It's Stored
Intercom offers regional data hosting, so EU and other regional requirements can be met at the workspace level.
How It's Protected
Intercom encrypts data at rest and in transit, and supports single sign-on, two-factor authentication, and role-based permissions with granular control over what each person on your team can see. Access on your side is yours to structure.
What Data The Support System Holds
Data | Where it comes from |
Conversations | Every message between your customers, your agent, and your team |
Customer records | Names, contact details, and whatever your CRM passes through |
Account data | Pulled live from your CRM or billing system at the moment of the conversation |
Knowledge base content | Your help articles and policies |
Configuration and reporting | Your routing rules, automations, and performance data |
Integrated Tools
Data from your connected systems — CRM, billing, product — surfaces inside conversations by querying those systems directly. Your CRM record lives in your CRM; the support system reads it when a conversation needs it.
Conversation data writes back where you've configured it: a new contact into your CRM, a bug report into your engineering tracker.
AI Processing
Your customer conversations are processed by Intercom's AI agent, Fin, to generate answers. Intercom has committed to not using customer conversation data to train shared AI models.
If model training or data isolation is a specific concern for your compliance position, raise it during scoping. Intercom documents its approach, and we'll show you where the relevant settings and agreement terms sit.
Retention and Deletion
Retention is governed by your agreement with Intercom, and you control it. Intercom processes GDPR data subject deletion requests immediately and automatically when you action them, including full workspace deletion.
Data subject requests from your customers — access, deletion, correction — are yours to fulfil, and Intercom provides the tooling. We'll configure the process during setup if you need it.
LucentLayer's Handling
We access your data to build and manage your support system. We don't copy it, hold it, or retain it after an engagement ends. It lives on your account throughout.
Data Processing Agreement
Your DPA is with Intercom, directly. It sets out the processing terms, the standard contractual clauses for international transfers, subprocessors, and audit rights. Intercom publishes its documentation through trust.intercom.com.
💬 Still Have Questions?
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