Terms & Policies
Cookie Policy
Cookie Policy
Effective as of 27/05/2024
Introduction
This Cookie Policy explains how Intercom R&D Unlimited Company, Intercom, Inc., and Intercom Software Australia Pty Ltd (collectively "Intercom", "we", "us", and "our"), our service providers, and advertising partners automatically collect information through www.intercom.com and our other websites (the “Sites”), and in connection with our marketing activities.
What are cookies and similar technologies?
- Cookies are text files that websites store on a visitor’s device to uniquely identify the visitor’s browser or to store information or settings in the browser for the purpose of tracking user activity and patterns, helping the visitor navigate between pages efficiently, remembering preferences, improving the visitor’s browsing experience, and enabling functionality, analytics, and targeted advertising. Cookies used on our Sites include cookies that we serve as well as cookies served by third parties that we work with to enable the services they provide, such as analytics services that track traffic and usage. You can learn more about cookies and how to control them at www.allaboutcookies.org.
- Web beacons, also known as pixel tags or clear GIFs, are typically used to demonstrate that a webpage or email was accessed or opened, or that certain content was viewed or clicked, typically to compile statistics about usage of websites and the success of marketing campaigns.
- Browser web storage (including HTML5), also known as locally stored objects, functions like cookies but enables the storage of a larger amount of data.
- Session replay. We use third party software code to record users’ interactions with the Sites in a manner that allows us to watch and analyze visual reconstructions of those user sessions. The replays include users’ clicks, mobile app touches, mouse movements, scrolls, and keystrokes/key touches during those sessions. These replays help us diagnose usability problems and identify areas for improvement. One of the providers of this technology is Hotjar, which you can learn about here: https://www.hotjar.com.
- Chatbot features. The Sites provides users with chatbots that users can use to get information and support. We and the third parties that support these features monitor and record the information you submit to the chat to enable the chat and for the other purposes described in our Privacy Policy. When you use these features, you are not communicating with a human
What types of cookies and similar technologies are used on our Sites?
The categories of cookies used on our Sites include:
- Strictly Necessary: These cookies are necessary for the Sites to function and cannot be switched off.
- Functional: These cookies enable the Sites to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.
- Performance: These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our Sites. They help us to know which pages are the most and least popular and see how visitors move around the Sites.
- Advertising and Social Media: Advertising cookies are set by our advertising partners to collect information about your use of the Sites, our communications, and other online services over time and with different browsers and devices. They use this information to show you ads online that they think will interest you and measure the ads’ performance. Social media cookies are set by social media platforms to enable you to share content on those platforms, and are capable of tracking information about your activity across other online services for use as described in their privacy policies.
The specific cookies we use are as follows:
| Cookie Name | Category and purpose | Cookie storage duration after visit | Who serves the cookie |
|---|---|---|---|
| _gd_visitor | Advertising and Social Media: 6sense cookie that collects visitor data related to the user’s visit to the website, such as number of visits, average time spent on the website and which pages have been loaded, for the purpose of serving targeted advertisements. | Persistent: 2 years | 6Sense |
| _gd_svisitor | Advertising and Social Media: 6sense cookie that collects visitor data related to the user’s visit to the website, such as number of visits, average time spent on the website and which pages have been loaded, for the purpose of serving targeted advertisements. | Persistent: 2 years | 6Sense |
| _gd_session | Advertising and Social Media: 6sense cookie that collects visitor data related to the user’s visit to the website, such as number of visits, average time spent on the website and which pages have been loaded, for the purpose of serving targeted advertisements. | Session | 6Sense |
| TESTCOOKIESENABLED | Advertising and Social Media: Collects user data through YouTube videos embedded in websites, which is aggregated with profile data from other Google services in order to display targeted advertising to web visitors across a broad range of their own and other websites. | Session | YouTube |
| msToken | Advertising and Social Media: Collects visitor data related to the user's visits to the website, such as the number of visits, average time spent on the website and what pages have been loaded, with the purpose of displaying targeted ads. | Persistent: 9 days | TikTok |
| IDE | Advertising and Social Media: Facilitates real time bidding advertising exchange. | Persistent: 1 year | DoubleClick |
| MUID | Advertising and Social Media: Identifies unique web browsers. These cookies are used for advertising, site analytics, and other operational purposes | Persistent: 1 year | Microsoft |
| BIGipServerab27web-nginx-app_https | Advertising and Social Media: Measures campaign effectiveness. | Session | Marketo |
| YSC | Advertising and Social Media: Registers a unique ID to keep statistics of what videos from YouTube the user has seen. | Session | YouTube |
| 6suuid | Advertising and Social Media: Registers user behavior and navigation on the website, and any interaction with active campaigns. This is used for optimizing advertisement and for efficient retargeting. | Persistent: 1 year | 6Sense |
| VISITOR_PRIVACY_METADATA | Advertising and Social Media: Stores the user's cookie consent state for the current domain | Persistent: 5 months | YouTube |
| li_sugr | Advertising and Social Media: This cookie is set by Linkedin through its content sharing button and is used to personalize its services and drive target advertising. | Persistent: 2 months | |
| bcookie | Advertising and Social Media: This cookie is set by Linkedin through its content sharing button and used to personalize its services and drive target advertising. | Persistent: 1 year | |
| bscookie | Advertising and Social Media: This cookie is set by Linkedin through its content sharing button and used to personalize its services and drive target advertising. | Persistent: 1 year | |
| UserMatchHistory | Advertising and Social Media: This cookie is used by LinkedIn Ads to help measure advertising performance and to track visitors on multiple websites in order to present relevant advertising based on preferences. | Persistent: 1 month | |
| lidc | Advertising and Social Media: This cookie is used for sign-in with LinkedIn and for the LinkedIn follow feature. | Session | |
| _uetvid | Advertising and Social Media: Used by Bing to determine what ads should be shown that may be relevant to the end user. | Persistent: 1 year | Microsoft |
| _uetsid | Advertising and Social Media: Used by Bing to determine what ads should be shown that may be relevant to the end user. | Session | Microsoft |
| MSPTC | Advertising and Social Media: Used by Bing to determine what ads should be shown that may be relevant to the end user. | Persistent: 1 year | Microsoft |
| MR | Advertising and Social Media: Used by Bing to determine whether to refresh the user's unique ID used for displaying ads. | Persistent: 6 days | Microsoft |
| _fbp | Advertising and Social Media: Used by Facebook to deliver a series of advertisement products such as real time bidding from third party advertisers. | Persistent: 60 days | Meta |
| fr | Advertising and Social Media: Used by Facebook to deliver, measure and improve the relevancy of ads. | Persistent: 2 months | Meta |
| ttwid | Advertising and Social Media: Used by the social networking service, TikTok, for tracking the use of embedded services | Persistent: 1 year | TikTok |
| VISITOR_INFO1_LIVE | Advertising and Social Media: Used by Youtube to keep track of user preferences for Youtube videos embedded in sites; it can also determine whether the website visitor is using the new or old version of the Youtube interface. | Persistent: 5 months | YouTube |
| browser_id | Advertising and Social Media: Used for identifying the visitor browser on re-visit to the website. | Persistent: 4 years | |
| test_cookie | Advertising and Social Media: Used to check if the user's browser supports cookies. | Session | Microsoft |
| NID | Advertising and Social Media: Used to profile the interests of web users and sell advertising space to organizations based on such interest profiles as well as aligning ads to the content on the pages where its customer's ads appear. | Persistent: 6 months | |
| _gat_gtag_xxxxxxxxxxxxxxxxxxxxxxxxxxx | Advertising and Social Media: Used to serve targeted ads. | Session | |
| _gat_UA-XXXXXX-X | Used to serve targetAdvertising and Social Media: ed ads. | Session | |
| _gat_xxxxxxxxxxxxxxxxxxxxxxxxxx | Advertising and Social Media: Used to serve targeted ads. | Session | |
| _gat_gtag_xxxxxxxxxxxxxxxxxxxxxxxxxxx | Advertising and Social Media: Used to serve targeted ads. | Session | Google (used by Speaker Deck) |
| AnalyticsSyncHistory | Advertising and Social Media: Used to store and track visits across sites. This is a Linkedin cookie. | Persistent: 1 month | |
| cf_clearance | Functional: Stores the proof of challenge passed for bot detection. Deployed by Speaker Deck. | Persistent: 1 year | Speaker Deck |
| _gh_sess | Functional: This Github cookie is used for temporary application and framework state between pages like what step the user is on in a multiple step form. | Session | GitHub |
| logged_in | Functional: Used by Github to signal whether the user is logged in or not. | Persistent: 1 year | GitHub |
| _octo | Functional: Used for session management including caching of dynamic content, conditional feature access, support request metadata, and first party analytics. | Persistent: 1 year | GitHub |
| countryCode | Functional: Used to determine the preferred country setting selected by the visitor. | Session | Tenor |
| _secure_speakerd_session | Functional: Used to embed slideshow on site. | Persistent: 13 days | Speaker Deck |
| sp_landing | Functional: Used to implement audio content from Spotify on the website as well as registers information on user interaction related to the audio content. | Session | Spotify |
| sp_t | Functional: Used to implement audio content from spotify on the website. It also helps in collecting information on user interaction with audio content. | Persistent: 1 year | Spotify |
| _gclxxxx | Performance: Google conversion tracking cookie. | Persistent: 60 days | |
| _hjTLDTest | Performance: Hotjar cookie used to help facilitate tracking of visitor behavior, including pages visited and other actions taken. This specific cookie is used to determine the most generic cookie path to use so that cookies can be shared across subdomains. | Session | Hotjar |
| _hjSessionUser_xxxxxx | Performance: Hotjar cookie used to help facilitate tracking of visitor behavior, including pages visited and other actions taken. This specific cookie is used to persist the Hotjar User ID, so that subsequent visits to the same site will be attributed to the same user ID. | Persistent: 1 year | Hotjar |
| _hjSession_xxxxxx | Performance: Hotjar cookie used to help facilitate tracking of visitor behavior, including pages visited and other actions taken. This specific cookie is used to persist the Hotjar User ID, so that subsequent visits to the same site will be attributed to the same user ID. | Session | Hotjar |
| mutiny.user.session_number | Performance: Mutiny sets these cookies to identify the IP address of a device in order to identify a unique visitor to the site for the purposes of tailoring site behavior based on the user’s location, device and browser. | Session | Mutiny |
| mutiny.user.session | Performance: Mutiny sets these cookies to identify the IP address of a device in order to identify a unique visitor to the site for the purposes of tailoring site behavior based on the user’s location, device and browser. | Session | Mutiny |
| mutiny.user.token | Performance: Mutiny sets this cookie to identify the IP address of a device in order to identify a unique visitor. | Persistent: 2 years | Intercom |
| pageviewCount | Performance: PUsed to identify the frequency of visits and how long the visitor is on the website. The cookie is also used to determine how many and which subpages the visitor visits on a website – this information can be used by the website to optimize the domain and its subpages. | Persistent: 1 month | Intercom |
| _gahitid | Performance: Registers a unique ID that is used to generate statistical data on how the visitor uses the website. | Session | Intercom |
| __utmz | Performance: Stores the traffic source or campaign that explains how the user reached the site. | Persistent: 6 months | |
| _hp2_hld | Performance: Stores unique ID to track interaction for analytics. This is a Heap cookie. | Session | Heap |
| _hp2_id.########## | Performance: This cookie is used by Heap Analytics to track user behavior on the website. | Persistent: 1 year | Heap |
| _hp2_ses_props.########## | Performance: This cookie is used by Heap Analytics to track user behavior on the website. | Session | Heap |
| __utmc | Performance: To determine whether the user was in a new session/visit. | Session | |
| _mkto_trk | Performance: Tracks visitor behavior to measure email marketing campaign effectiveness. This is a Marketo cookie. | Persistent: 1 year | Marketo |
| __utma | Performance: Used by Google Analytics to distinguish users and sessions. | Persistent: 1 year | |
| _gasessionid | Performance: Used by Google Tag Manager to set a unique identifier given to each browser and track user interactions with the website. | Session | Intercom |
| _gaclientid | Performance: Used by Google Tag Manager to set a unique identifier given to each browser and track user interactions with the website. | Session | Intercom |
| _ga | Performance: Used to calculate visitor, session and campaign data for the sites analytics reports. | Persistent: 1 year | |
| _ga_xxxxxxxxxx | Performance: Used to calculate visitor, session and campaign data for the site's analytics reports. | Persistent: 1 year | |
| _ga | Performance: Used to calculate visitor, session and campaign data for the site's analytics reports. | Persistent: 1 year | Google (used by Tenor) |
| _ga_xxxxxxxxxx | Performance: Used to calculate visitor, session and campaign data for the site's analytics reports. | Persistent: 1 year | Google (used by Speaker Deck) |
| _ga | Performance: Used to calculate visitor, session and campaign data for the site's analytics reports. | Persistent: 1 year | Google (used by Speaker Deck) |
| _ga_xxxxxxxxxx | Performance: Used to calculate visitor, session and campaign data for the site's analytics reports. | Persistent: 1 year | Google (used by Giphy) |
| _ga | Performance: Used to calculate visitor, session and campaign data for the site's analytics reports. | Persistent: 1 year | Google (used by Giphy) |
| __utmb | Performance: Used to determine new sessions/visits. | Session | |
| _gat | Performance: Used to facilitate site analytics. | Session | |
| _gat | Performance: Used to facilitate site analytics. | Session | Google (used by Tenor) |
| _gat | Performance: Used to facilitate site analytics. | Session | Google (used by Giphy) |
| _gid | Performance: Used to store and count page views. | Session | |
| _gid | Performance: Used to store and count page views. | Session | Google (used by Giphy) |
| _gid | Performance: Used to store and count page views. | Session | Google (used by Tenor) |
| _gid | Performance: Used to store and count page views. | Session | Google(used by Speaker Deck) |
| __utmt | Performance: Used to throttle request rate. | Session | |
| vuid | Performance: Used to track user's usage history to measure statistics. | Persistent: 2 years | Vimeo |
| gtm_cookie_consent | Strictly Necessary: Determines whether the user has provided cookie settings. | Persistent: 5 months | |
| __cf_bm | Strictly Necessary: Helps manage incoming traffic that matches criteria associated with bots. This is a CloudFoundry cookie. | Session | CloudFoundry (used by Vimeo) |
| __cf_bm | Strictly Necessary: Helps manage incoming traffic that matches criteria associated with bots. This is a CloudFoundry cookie. | Session | CloudFoundry (used by Marketo) |
| __cf_bm | Strictly Necessary: Helps manage incoming traffic that matches criteria associated with bots. This is a CloudFoundry cookie. | Session | CloudFoundry (used by Canva) |
| recent_write | Strictly Necessary: Prevents read after write bugs. | Session | Intercom |
| dd_cookie_test_ | Strictly Necessary: Used by Datadog (security monitoring) to determine if cookies are supported. | Session | Intercom |
| gtm_id | Strictly Necessary: Used by Intercom to uniquely identify the visitor on any subsequent visit to the site in order to know which pages the visitor viewed. | Persistent: 1 year | |
| _dd_s | Strictly Necessary: Used to group all events generated from a unique user session across multiple pages in order to facilitate security monitoring. | Session | Intercom |
| _dc_gtm_UA-xxxxxxxx | Strictly Necessary: Used to load other scripts and code into a page. Without it, other scripts may not function correctly. | Session |
Messenger cookies
We use the following first-party cookies that are essential to enable our Messenger on the Sites and manage our conversations with you.
The specific Messenger cookies and similar technologies we use are as follows:
| Cookie name | Purpose | Cookie storage duration after visit |
|---|---|---|
| Cookie: intercom-id-[app_id] | The cookie serves to identify anonymous visitors to a website or application where the Intercom JavaScript snippet is installed (this is set by default regardless if a visitor has interacted with the Messenger or not and persists even after interaction). This cookie also supports Messenger analytics reporting. | 9 months |
| Cookie: intercom-session-[app_id] | This cookie allows logged-in end users to maintain access to their past conversations even on pages where logged-in requests are not being sent. The cookie also supports Messenger analytics reporting. | 1 week |
| Cookie: intercom-device-id-[app_id] | This cookie identifies each unique device that interacts with the Messenger for security purposes. | 9 months |
| Local storage: intercom.intercom-state-[app_id] | When Customers choose to enable the Intercom Messenger in their Help Center, browser web storage is used to cache the Messenger application data and visitor data so that the Messenger loads sufficiently following a page transition. | Perpetual |
Your choices
Your options for controlling what information cookies and similar technologies collect about you to include:
- Use the cookie preference manager. You can adjust your cookie settings using the Sites’ .
- Global Privacy Control (GPC). You can broadcast the Global Privacy Control (GPC) to opt-out for each participating browser system that you use. Learn more at the Global Privacy Control website.
- Browser settings. Most browsers let you reject cookies and clear cookies and browser web storage. To do this, follow the instructions in your browser settings.
- Blocking images/clear gifs. Most browsers and devices allow you to configure your device to prevent images from loading. To do this, follow the instructions in your browser settings.
- Industry group opt-out tools. You can opt out of receiving targeted ads on websites through members of the Network Advertising Initiative by clicking here or the Digital Advertising Alliance by clicking here. You can also opt out of receiving targeted advertising in mobile apps through participating members of the Digital Advertising Alliance by using the AppChoices mobile app. Please note that we may work with companies that offer their own opt-out mechanisms and may not participate in these opt-out programs.
If you disable our cookies or other technologies, you may experience some inconvenience in your use of our Sites. For example, we may not be able to recognize your computer and you may need to log in every time you visit our Sites.
For more information about how we collect, use and share your personal data, see our Privacy Policy.
Changes
We may update this Cookie Policy from time to time in order to reflect, for example, changes to the cookies we use or for other operational, legal or regulatory reasons. Please therefore revisit this Cookie Policy regularly to stay informed about our use of cookies and related technologies.
The date at the top of this Cookie Policy indicates when it was last updated.
Questions
If you have any questions about this Cookie Policy, please contact us at dataprotection@intercom.io.
English version controls
Non-English translations of this notice are provided for convenience only. In the event of any ambiguity or conflict between translations, the English version is authoritative and controls.