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Terms & Policies

Intercom Additional Product Terms

Effective day 9 April 2024

THESE INTERCOM ADDITIONAL PRODUCT TERMS (“ADDITIONAL PRODUCT TERMS”) DESCRIBE THE SPECIFIC TERMS THAT APPLY TO CERTAIN INTERCOM SERVICES OR FEATURES OFFERED BY INTERCOM (EACH, AN “ADDITIONAL PRODUCT”). BY USING AN ADDITIONAL PRODUCT, YOU AGREE THAT THE APPLICABLE ADDITIONAL PRODUCT TERMS GOVERN YOUR USE OF THAT ADDITIONAL PRODUCT. THESE ADDITIONAL PRODUCT TERMS ARE INCORPORATED INTO, AND FORM A PART OF, THE INTERCOM TERMS OF SERVICE OR INTERCOM MASTER SAAS SUBSCRIPTION AGREEMENT (AS APPLICABLE, THE “AGREEMENT”) BETWEEN INTERCOM AND THE ENTITY THAT ENTERED INTO THE AGREEMENT (“CUSTOMER” OR “YOU(R)”) WITH INTERCOM.

In the event of a conflict with the Agreement and the Additional Product Terms, the Applicable Product Terms will control to the extent of the conflict. A violation of these Additional Product Terms is a violation of the Agreement. Capitalized terms not defined herein have the meaning given to them in the Agreement.

The services covered by these Additional Product Terms are:

AI Products/ Features

Intercom offers its customers a number of different AI products/features that are powered by large language models (LLM) provided by third party AI companies (“Third Party LLM Provider”) and/or Intercom's proprietary machine learning (“AI Products”). Use of AI Products is governed by the AI Product Terms set out below. Intercom reserves the right to update the list of AI Products from time to time.

AI Products

  • Fin AI Agent : Fin AI Agent is an AI-powered technology that facilitates customer support conversations through the Intercom platform.
  • Fin AI Copilot : Fin AI Copilot is an AI-powered technology on the Intercom platform that increases the efficiency of customer support agents.

AI Product Terms

  1. Processing by Third Party LLM Providers. When using AI Products that are powered by an LLM provided by a third party, the Third Party LLM Provider acts as a sub-processor of personal data submitted to the AI Product(s), including personal data that may be contained in Inputs (defined below) or other Customer Data. All personal data processing activities will be governed by the DPA in place between Intercom and Customer.

  2. Location of Processing. Currently, Third Party LLM Provider's services are hosted in the United States only. If Customer elects to use an AI Product, personal data sent to such Third Party LLM Providers will be processed in the United States (as described in our sub-processors page).

  3. ePHI Data. Customer shall be solely responsible for any electronic protected health information (ePHI) submitted to an AI Product by or on behalf of Customer and/or its People. Except as otherwise expressly agreed between the Parties in writing by entering into a business associate agreement for ePHI data, Intercom is not subject to any additional obligations that apply to such ePHI.

  4. Inputs and Outputs. Questions, conversation data, content or information submitted to an AI Product by or on behalf of Customer and/or its People (including help center content provided and/or instructed to be used by Customer) (“Inputs”) and answers or other results generated by an AI Product based on such Inputs (“Outputs”) are deemed Customer Data under the Agreement and subject to the rights, restrictions and obligations applicable thereto. Notwithstanding the foregoing, third parties may submit information or materials that generate results that are identical or similar to Outputs (“Third-Party Results”), and Customer acknowledges it has no right, title or interest in or to any Third-Party Results.

  5. Accuracy. Outputs may contain material inaccuracies and may not reflect correct, current or complete information. Do not mislead anyone that Output is human-generated. Do not rely, or encourage others to rely, on any Outputs without independently evaluating their accuracy and appropriateness of use, including by using human review. Intercom makes no representations or warranties and provides no indemnities with respect to Outputs.

  6. Rights to Use. Customer permits Third Party LLM Provider to use Inputs and Outputs or other Customer Data submitted to an AI Product as necessary to provide the AI Product, comply with applicable Laws, and enforce its respective policies. Notwithstanding the foregoing, Intercom contractually restricts Third Party LLM Provider from using Customer Data for training or otherwise improving Third Party LLM Provider's services for general use.

  7. Restrictions on Use. In addition to any general obligations and restrictions pertaining to Customer's use of Services under the Agreement, Customer represents and warrants that:

    7.1. Customer's use of an AI Product will not breach or violate the AUP or any third party terms, policies or other agreements, including applicable Open AI policies, nor will Customer use an AI Product to generate content for dissemination in electoral campaigns or content that encourages violence, terrorism, or other serious harm;

    7.2. Customer will only provide and/or instruct to be used help center content from publicly accessible website(s) or other sources where its use (including data extraction) is explicitly permitted and/or where Customer is authorized to do so;

    7.3. Customer will not, nor permit others, to: (i) use an AI Product to develop any models that compete with Intercom or Third Party LLM Provider or (ii) use any method to extract data, or infer information, from an AI Product or otherwise attempt to discover underlying components of the AI Product (e.g., models, algorithms, systems) (except to the extent such restrictions are contrary to applicable law); and

    7.4. Customer will be fully responsible for use of an AI Product (including any and all Inputs submitted) by any Permitted User and Person as if performed by Customer.

  8. Usage Limits; Availability. Intercom may monitor and limit or suspend Customer's usage of an AI Product if Intercom believes Customer's usage may bypass or circumvent any rate limits, negatively affect the security, operability, or integrity of any Services, violate the Agreement or otherwise impose liability on Intercom. No service level agreement with Intercom applies to an AI Product.

Switch (Switch Phone-to-Messaging)

Switch is a service provided for the purpose of reducing inbound phone call volume by deflecting calls to chat messages through the Services. During a Trial Period of Switch, Intercom will cover the cost of each Switch SMS message sent by Intercom on your behalf, provided that you do not exceed applicable usage limitations. Intercom reserves the right to suspend your access to Switch at any time if, in its discretion, Intercom determines you have exceeded any applicable usage limitations or that your usage of Switch has become excessive such that it impacts the operability, integrity, or security of the Services and/or your usage violates the Intercom Acceptable Use Policies or Agreement. Access may be reinstated once usage is reduced to reasonable levels, as determined by Intercom and/or until such impact is resolved to Intercom's satisfaction.

Intercom Phone

Intercom Phone is a feature that allows Customers to make and receive phone calls, video calls and screen share from the Intercom Services.

  1. By using Intercom Phone, Customer acknowledges and agrees that Twilio, Inc. (as Intercom's third party voice and video service provider and listed Subprocessor) processes any Customer Data required for the provision of Intercom Phone.

  2. The Customer is responsible for enabling and disabling the Recording and transcript feature (“Recording”) within Intercom Phone. By enabling Recording, the Customer confirms, in accordance with Section 3, that it is solely responsible for obtaining the necessary consent for Recording of all calls made using Intercom Phone. Recordings are considered Customer Data for the purpose of the Agreement and the Data Processing Addendum.

  3. In accordance with the Customer Obligations specified in the Agreement, Customer is solely responsible for ensuring it has obtained all necessary rights, consents and permissions to collect, store, share and use all Customer Data required by Intercom to provide Intercom Phone, including Recording where enabled.

  4. Customer is solely responsible for operation of Intercom Phone in compliance with all applicable laws in all jurisdictions in which Intercom Phone is offered or used by a Person, including, but not limited to, telephone recording laws, wiretapping laws, and laws and regulations related to telemarketing, robocalling, call spoofing, and spam, such as the Telephone Consumer Protection Act, Do Not Call Implementation Act, the Telemarketing Sales Rule, and CAN-SPAM Act and associated regulations.

  5. To the extent that Customer is required to have an address within the jurisdiction or to provide additional information or documentation to purchase or use a phone number for Intercom Phone within the jurisdiction (Customer Phone Number), Customer agrees to provide this information to Intercom on request. Customer further authorizes Intercom to disclose the provided information to Twilio, Inc., any necessary governmental agency or designated industry group, and the telecommunications entities generating the phone number or providing it to Twilio, Inc.. Such information will be considered Confidential Information under the Agreement. A Customer Phone Number in the relevant jurisdiction may be taken out of service or not provisioned if Customer is unable to provide the requested information.

  6. The CUSTOMER REPRESENTS AND WARRANTSthat:

    6.1. It will use Intercom Phone in accordance with the Twilio AUP available here (https://www.twilio.com/en-us/legal/aup)

    6.2. It will not use Intercom Phone for:

    6.2.1. telemarketing; robocalling or artificial voice call purposes;

    6.2.2. To place calls that violate laws that prohibit unsolicited marketing calls (e.g., telemarketing and “do-not-call” laws);

    6.2.3. to initiate calls using misleading or inaccurate caller ID information to the recipient of a voice call;

    6.2.4. to initiate voice calls that generate an unacceptable number of complaints (determined at Intercom's sole discretion) from People, telecommunications providers, law enforcement agencies, or regulators.

    6.2.5. to have, in a given month and as determined by Intercom in its sole discretion (a) a high volume of unanswered outbound voice call attempts from a single originating phone number or (b) a low average outbound voice call duration.

  7. Telecommunications providers may independently block Customer's use or access to the Telecommunication providers' networks if Customer engages in any of the prohibited activities identified in Section 6. Intercom has no liability to Customer in respect of any impact this may have on Customer's ability to use Intercom Phone.

  8. Customer will indemnify, defend and hold harmless Intercom from and against any and all claims, costs, damages, losses, liabilities and expenses (including reasonable attorneys' fees and costs) arising out of or in connection with Customer's obligations under these Additional Product Terms.

  9. If and to the extent that (a) Intercom Phone is a number-based or number independent interpersonal communications service under the European Electronic Communications Code (as established by Directive (EU) 2018/1972 of the European Parliament and of the Council of 11 December 2018) (the “EECC”), (b) the Customer is considered a micro-enterprise, small enterprise, or not-for-profit organization and (c) Intercom provides Customer with Intercom Phone within the European Economic Area or the United Kingdom, the Customer hereby agrees to waive any rights (to the extent applicable) that Customer may have under: (i) Article 102(1) of the EECC, which would allow Customer to receive certain pre-contractual information; (ii) Article 102(3) of the EECC, which provides for the Customer to receive a contract summary; (iii) Article 102(5) of the EECC, which allows Customer to monitor and control usage of interpersonal communications services; (iv) Article 105(1) of the EECC, which limits the maximum contract duration; (iv) Article 107(1) of the EECC, which extends other rights in the EECC to all services provided under the Agreement; and (v) Article 107(3) of the EECC, which relates to contract extensions, (collectively, the “EECC Waivers”).

  10. Without limiting Intercom's termination or other rights under the Agreement, Intercom reserves the right to suspend Customer's access to Intercom Phone in whole or in part, without liability to Customer if Customer's use of Intercom Phone is in violation of these Additional Product Terms.

  11. Intercom Phone does not support emergency calling to emergency services. Customer agrees not to enable or attempt to use outbound voice functionalities of Intercom Phone to contact official, government-sponsored emergency telephone numbers (such as but not limited 911 or 112) which are used to dispatch professional emergency responders for emergency services (“Emergency Services”).

    Customer is required to notify Permitted Users prominently and clearly that access to Emergency Services are not available on Intercom Phone. The Customer represents and warrants that it has arranged for and provides other methods for Emergency Communications to be available at all times to any Permitted Users of Intercom Phone.

    NEITHER INTERCOM NOR ITS REPRESENTATIVES WILL BE LIABLE FOR ANY CLAIM (INCLUDING THIRD-PARTY CLAIMS), DAMAGE, OR LOSS (AND YOU WILL INDEMNIFY, DEFEND AND HOLD INTERCOM HARMLESS AGAINST ANY AND ALL SUCH CLAIMS) ARISING FROM OR RELATING TO THE INABILITY TO USE INTERCOM PHONE TO CONTACT EMERGENCY SERVICES.

  12. By enabling or otherwise using Intercom Phone, Customer agrees to pay usage and other applicable charges based on the published rates set forth in the Intercom Phone pricing page, as such rates may change from time to time. Intercom may, at its discretion, pass-through to Customer any additional fees imposed by Twilio Inc., or other third party, related to Customer's use of Intercom Phone. Charges may be billed: (i) in arrears on a monthly basis or (ii) if Customer elects, on a prepaid basis for committed Intercom Phone monthly usage fees. Committed fees will be applied toward charges incurred by Customer from its use of Intercom Phone features such as phone numbers, calls, recordings and Messenger calls, but excluding any applicable regulatory fees or taxes. Customer will be invoiced for, or its recurring payment method automatically charged, for committed fees in advance of each billing period. If Customer’s actual usage exceeds the prepaid, committed fee in any given month, Customer will incur additional usage charges (calculated based on then-current published rates). Additional usage charges will be billed in arrears in the following month after the charges were incurred. Prepaid, committed amounts will not roll over to subsequent month(s) if unused at the end of the month.

    If Customer makes changes (i.e., adds or removes) phone numbers provisioned to Customer's account during a given contract month, Customer will be billed the full monthly fee for the applicable phone number, regardless of when the phone number is added or removed. To the extent permitted by law, Intercom may assess, and Customer agrees to pay, applicable regulatory fees and taxes associated with Intercom Phone utilized by Customer.

    If Customer receives early access (offered without charge for a limited time) to Intercom Phone, such access is subject to the trial subscription terms set forth in the Agreement and may be subject to usage limitations. If Customer exceeds any applicable usage limitations, Intercom reserves the right to suspend Customer's access to the Services without liability. Upon notification of the expiration of the early access period, if Customer continues to use Intercom Phone following the expiration date, Customer will be charged, and Customer agrees to pay, for any continued use based on the then-current published rates and in accordance with the terms and conditions of the Agreement.

SMS Channel

SMS is a service provided for the purpose of sending and receiving SMS messages through the Services.

  1. You are responsible for ensuring that your use of SMS is in compliance with any applicable telecommunications regulatory requirements.

  2. You further acknowledge and agree that SMS messages sent may be charged regardless of whether they have been filtered by your carrier and that you are responsible for payment of such charges if and when incurred.

  3. Intercom reserves the right to suspend your access to at any time SMS if, in its discretion, Intercom determines you have exceeded any applicable usage limitations or that your usage of SMS has become excessive such that it impacts the operability, integrity, or security of the Services and/or your usage violates the Intercom Acceptable Use Policies or Agreement. Access may be reinstated once usage is reduced to reasonable levels, as determined by Intercom and/or until such impact is resolved to Intercom's satisfaction.

Custom Actions and Custom Objects

Custom Actions and Custom Objects are service features available to all customers with access to bots on Intercom. Custom Actions enables an external connection between Intercom and external systems. Custom Objects enables object level storage in Intercom.

  1. Customer's usage of Custom Actions to connect external information to Intercom and its bots, and Custom Objects for object storage, must be in accordance with the Agreement, the Intercom Acceptable Use Policies, or the Intercom Custom Actions and Custom Objects usage limitations set forth in the relevant documentation.

  2. Customer will not, let utilize bots to access external information for the purposes of:

    2.1. cryptomining;

    2.2. disrupting, gaining, or attempting to gain unauthorized access to, any service, device, data, account, or network (other than those authorized by the Intercom Bug Bounty program); or

    2.3. providing a stand-alone or integrated application or service offering the Custom Actions and/or Custom Objects service(s), or any elements of Custom Actions and/or Custom Objects for commercial purposes.

  3. In order to prevent violations of these limitations and abuse of Custom Actions and Custom Objects, Intercom may monitor your account usage. Misuse may result in suspension of your access to Custom Actions and Custom Objects or suspension or termination of your Intercom account as permitted under the Agreement.

  4. A limit of 15 Object Definitions and 100,000 Custom Object records per workspace applies for all accounts.