Is Intercom Fin safe for business data?
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.
Training, plan by plan
- Used for training: Intercom workspaces using Fin: used, anonymized, unless you opt out.
What it does with your data
| 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 chats are 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 read them | The pages we read do not say which Intercom staff can read your Fin conversations. Not confirmed · 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 |
How to turn training off
- 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
- Pick US, EU, or Australia hosting for your workspace based on where your customers are. Source: intercom.com
- 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
Safer setup for a small team
Opt out of fine-tuning if you do not want your customer conversations used, and choose the hosting region your customers need.
Plan to approve: Your company Intercom workspace
Setting to check: Fine-tuning opt-out on
A line for your AI 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.
Want this in your team’s AI policy? The SafeStart kit, a plain-English AI policy and training for small teams, is coming soon.
Questions about your own setup? Write to hello@terrapilgrim.org.
What changed
No changes recorded since we first published this page on October 23, 2026. Every change goes in the change log.
Sources (2)
- intercom.com/security · read on October 23, 2026
“Fin can use anonymized customer data for model fine-tuning, and you can opt out at any time, with data deleted within 30 days.”
- intercom.com/help/en/articles/13885146-deleting-a-conversation · read on October 23, 2026
“Conversation deletion can only be executed via the”
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