When you install Intercom on your site, we automatically track and store certain standard data fields on users which are core to our service. You can opt to collect additional data, such as social profiles, and you can define and send Intercom the custom data that matters most to your business. 

How we store data

To ensure we comply with the EU General Data Protection Regulation's (GDPR), we automatically expire data for visitors who have not been seen for 9 months. Here's more detail:

  • We will automatically delete the IP and location of visitors who have not visited your site in 9 months. 
  • If a visitor returns after 9 months they will be treated like a new visitor.

This change only impacts visitor data – your user data is unaffected.   

How we track data

Below is a full list of data we track. 

Standard data tracked: 

  1. Name (a person’s full name). 
  2. Email (user’s or lead’s email address). 
  3. Phone number (a user or lead's phone number). 
  4. Web sessions (the number of times a user has visited your site or app).
  5. Last seen (the last day a user visited your site or app).
  6. First seen (the first day a user visited your site or app).
  7. Signed up (the day a user first signed up for your product). 
  8. City and country (calculated by the lead or user’s IP address location). 
  9. Last contacted (the date you or a teammate last contacted a user). 
  10. Last heard from (the last day a user contacted you via message or email).
  11. Last opened email (the date your user most recently opened an email).
  12. Last clicked on link in email (the date your user most recently clicked on a link in an email).
  13. Twitter followers (the number of Twitter followers a user has). 
  14. Unsubscribed from emails (when a user unsubscribes from an email from your team).
  15. Tag (a group a person belongs to, based on a tag you’ve applied to them). 
  16. OS (the operating system a person is using). 
  17. Browser language (the language set by the browser a person is using). 
  18. Browser version (the precise version of the browser a person is using).
  19. Language override (a preferred language setting for a person). 
  20. Messages, comments and conversations in Intercom.

Opt-in data you can track: 

  1. Social profiles (publicly available information from Twitter, Facebook, Google+ and Linkedin, such as profile photos)
  2. Data through integrations 

Data you can define and send to Intercom: 

  1. Custom data attributes
  2. Lead qualification data

Learn more about tracking user data, how we’re preparing for GDPR and our security practices.

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