AI tool privacy · Intercom
Intercom Fin and your company’s data
By David Michaelson, MS Last checked October 23, 2026
The short answer
Intercom says Fin may use anonymized customer data to fine-tune its models unless you opt out, and that outside AI providers are barred from training on your data and keep none of it after a response.
Safer setup: Opt out of fine-tuning if you do not want your customer conversations used, and choose the hosting region your customers need.
The five answers
Each answer comes from Intercom’s own policy or help pages, with the link and the date we read it. Setting names are quoted exactly as Intercom writes them.
We could not confirm 1 answer on Intercom’s own pages. That answer says so in plain words and links to the page we checked.
| Question | Intercom workspaces using Fin |
|---|---|
| Trains on your data by default? | Yes, unless you opt out. Intercom says Fin can use anonymized customer data for model fine-tuning, that you can opt out at any time, and that outside AI providers may not train on your data. Read on October 23, 2026 Source: intercom.com |
| How long your data is kept | Outside AI providers keep nothing once Fin’s answer is generated. The pages we read give no retention period for conversations stored in your workspace. Read on October 23, 2026 Source: intercom.com |
| Who can see it | The pages we read do not say which Intercom staff can read your Fin conversations. Page checked: intercom.com, October 23, 2026 |
| Where data is stored | In the United States, the European Union, or Australia, depending on the hosting you choose for your workspace. Read on October 23, 2026 Source: intercom.com |
| How to delete | Conversations are deleted through Intercom’s API, not the Inbox. The default keeps the conversation’s metrics in reporting; choosing not to keep metrics removes it from reporting too. Read on October 23, 2026 Source: intercom.com |
Safer setup, step by step
- Opt out of Fin using your anonymized customer data for model fine-tuning. Intercom says the data is then deleted within 30 days. Source: intercom.com for this step
- Pick US, EU, or Australia hosting for your workspace based on where your customers are. Source: intercom.com for this step
- To fully remove a sensitive conversation, delete it through the API with metrics removed as well. Deleting with metrics kept leaves it in reporting. Source: intercom.com for this step
What to write in your policy
Fin answers customers only from our approved help content and procedures. We opt out of fine-tuning on customer conversations unless the owner approves it.
Building your own approved tools list? The SafeStart Handbook includes one, with company accounts and safer privacy settings.