Intercom

Description Permissions Security & Compliance

Deliver customer support where it’s more powerful and effective. Intercom Support uses powerful messaging and automation to show up in-context—in your product, app, or website.Automatically alert teams to conversation and ticket activity in Slack, the app they already have open all day. Reduce your team's workload, increase query visibility and streamline your workflows to deliver customer value faster. Once installed, invite the bot into specific channels and add a Notify Slack channel action to a new or existing Inbox rule. Configure notifications on different events and conditions. Receive updates as threaded responses to keep teams updated and reduce channel noise.An Intercom Support or Convert pro account is required to use this app. Visit our website to learn more or sign up for an Intercom account.

More ways to use Intercom in Slack

Automate with Workflow Builder

Workflow Builder* lets you transform everyday processes into automations, without writing a single line of code. Add third-party tools like Intercom to workflows to manage work and processes from Slack, and use templates to get started quickly. Learn more about automations

Templates available for Intercom:

New Intercom ticket

Fill out a form in Slack to create a new Intercom ticket

*Workflow Builder is only available on paid subscriptions

Permissions

Intercom will be able to view:

Intercom will be able to do:

Review the details to better understand this app’s security practices. To learn more about assessing apps for your workspace visit our Help Center.

General

Privacy & data governance

Data retention policy

We retain your personal data only for as long as necessary to fulfill the purposes set out in this Privacy Policy. If you would like more information about specific retention periods please contact legal@intercom.com

Data archiving and removal policy

Upon termination or expiry of the agreement, Intercom will (at Customer's election) delete or return to Customer all Customer Data (including copies) in its possession or control as soon as reasonably practicable and within a maximum period of 30 days of termination or expiry of the Agreement, save that this requirement will not apply to the extent that Intercom is required by applicable law to retain some or all of the Customer Data, or to Customer Data it has archived on back-up systems, which Customer Data Intercom will securely isolate and protect from any further processing, except to the extent required by applicable law

Data storage policy

All Customer Data is permanently stored in the USA and is backed up for disaster recovery.

App/service has sub-processors

yes

Guidelines for sub-processors

https://www.intercom.com/legal/security-third-parties

App/service uses large language models (LLM)

yes

LLM model(s) used

We use GPT 3.5 Turbo and GPT 4. Both are used in different stages of data processing and to interpret the user query. We are experimenting with other models such as GPT-4 Turbo so this may change as newer models are released.

LLM retention settings

We don’t use the data to train an LLM. We include Slack data as part of the request to the LLM inside the prompt so there is no data retention on the LLM side. We store the data we extract from Slack in our internal database which is subject to the Intercom data retention policy.

LLM data tenancy policy

We have a multi-tenant database in AWS in the US region. Each request to the LLM includes data for only one customer. The LLM itself does not maintain any context.

LLM data residency policy