Privacy policy

Last updated 1 October 2026

Xypno Business Solutions Ltd (“we”) runs Intercom Chat. This policy explains what personal data we handle, why, who sees it, how long we keep it, and what rights you have. We try to keep it plain; if anything is unclear, ask us at support@intercomchat.com.

Two roles, and which applies

• Account and service data — your name, email, sign-in records and billing details. For this we are the controller: we decide how it is used to run the service.
• Workspace content — messages, files, canvases, lists and so on. The organisation that runs the workspace decides what goes into it, and we process it on that organisation’s behalf (we are its processor). If you want to see, correct or delete content, ask your workspace Owner first.

What we collect

• Account: name, email address, a hashed (scrambled) password that we cannot read, the role you hold, and your sign-in method (password, Google, Microsoft or your organisation’s single sign-on).
• Content: what you and your colleagues post and upload, and who posted it and when.
• Security and usage records: sign-in sessions, IP addresses and device type, an audit log of important administrative actions, and counters used to limit abuse.
• AI features: text you send to the help assistant or the personal assistant, and the answers, so conversations can continue. Recaps and file summaries are stored so they need not be generated twice.
• Billing: the organisation’s plan, number of users and payment status. Card details are held by the payment provider, not by us.
• Data-protection logs: where an Enterprise workspace turns on data-protection rules, a masked preview of what a rule caught (for example the last four digits of a card), who it concerned and when — never the full value.

Why we use it, and our legal bases

• To provide the service you or your organisation asked for (contract).
• To keep the service secure, prevent abuse and fix faults (our legitimate interest in running a safe service).
• To take payment and meet tax and accounting duties (contract and legal obligation).
• To email you about your account, invitations and password resets (contract). We do not send marketing email without your consent.

We do not sell personal data, and we do not use your content to train AI models or for advertising.

Who can see your content

Each workspace’s data is kept apart from every other workspace’s, enforced by the database itself. Within a workspace, people see what their role and channel membership allow. Direct messages cannot be read by administrators. When an administrator reads a channel they are not a member of, the read is written to a log that cannot be edited. AI features only use content the person asking can already open, and cannot post or change anything.

Companies that help us run the service

• Hosting and backups: our infrastructure provider, with servers in the Netherlands.
• File storage and network protection: Cloudflare.
• Email delivery (invitations, password resets, notifications): Resend, using its EU region.
• AI: Anthropic processes the text sent to the AI features in order to produce an answer. It does not receive account or workspace data beyond that text.
• Payments: third-party payment providers such as Stripe and PayPal, when a paid plan is bought.
• Your organisation’s own services that it connects, such as an identity provider or an app posting through a webhook.

Some of these providers (for example for AI) may process data outside the European Economic Area. Where they do, we rely on recognised safeguards such as standard contractual clauses. We may also disclose data where the law requires it.

How long we keep it

• Account and workspace content: while the account or workspace exists.
• Deleted messages: when someone deletes a message it is hidden from everyone but archived, not destroyed. Only a workspace Owner or Admin can delete it permanently. Deleted direct messages stay private to the people in them; administrators can remove them without reading them.
• Messages older than a plan’s history window are hidden from view but may remain stored until the workspace or account is deleted, so history reappears if the workspace upgrades.
• Sign-in sessions: up to 30 days, and ended immediately when someone is deactivated or changes their password.
• Deleted workspaces: kept for a 30-day recovery period, then permanently erased. Erasing a member removes their personal data and their private assistant and help conversations.
• Backups: nightly, kept for 14 days, then overwritten. Deleted data therefore disappears from backups within 14 days after it is erased.
• Audit and billing records: as long as needed for security, accounting and legal reasons.

Your rights

You can ask to see the personal data we hold about you, have it corrected or erased, restrict or object to certain use, and receive a copy in a common format. Workspace Owners can export a workspace and erase a member’s personal data under Admin, then Data & privacy. If your data is workspace content, ask your Owner or contact us and we will help route the request. You can also withdraw consent where we rely on it, and you have the right to complain to your local data-protection authority.

Shared channels

If a workspace shares a channel with another company, the text of messages posted in that channel, with the sender’s name and their company’s name, is copied to the other company’s workspace, where that company is responsible for it. Files, reactions and @mentions are not copied. The administrators of both companies can see that the share exists, and either can stop it at any time; copies already made stay where they are.

Cryptocurrency payments

If you pay in cryptocurrency, the payment is recorded on a public blockchain, which anyone can read and which we cannot change or erase. We record the amount, the address we gave you, the transaction identifier and the time so we can credit your plan. We do not ask you for your wallet address and do not try to identify who you are from the blockchain.

Your devices and sign-ins

To keep your account safe we keep, for each sign-in, the time, a network address and a short description of the browser, so that you can see where you are signed in and end any of them, and so that administrators can end sign-ins after a lost device. This information is deleted when the sign-in ends or expires.

Notifications and your profile

If you turn on browser notifications, we store an address your browser gave us (run by your browser’s maker, such as Google, Mozilla or Apple) and two keys, so we can send you a short notice when you are mentioned or receive a direct message. The notice says who it is from and where, never what the message says, and it is encrypted so only your browser can read it. You can turn it off at any time on the Devices page, and we delete it when you do.

The People directory shows your name, and the job title, location and short “about” text you choose to add, and who you report to if an administrator sets that. It does not show your email address. Everyone in the workspace except guests can see it.

Apps made by other companies

A workspace administrator can install apps made by independent developers. An installed app can see only what that administrator approved, in the channels they chose: it can read and post messages in those channels, and, if allowed, see the names and job titles of members. It cannot see email addresses or direct messages. The developer, not us, decides what an app does with what it sees, and their own privacy policy applies. We record that an app was installed, by whom, and when. An administrator can remove an app at any time, which stops its access at once.

Reminders

If you ask to be reminded about a message, we keep the time you chose with your saved message. When it is due we send you a short notification and an email containing a short excerpt of that message, only if you can still read it. Reminders are visible only to you.

Complaints

If you are unhappy with how we handle your personal information, please tell us first at support@intercomchat.com. You also have the right to complain to your data protection authority; in the United Kingdom that is the Information Commissioner’s Office (ico.org.uk).

Security

Data is encrypted in transit; passwords are hashed and checked against known breaches; sign-in attempts are rate-limited; access to your content is enforced per workspace and per channel; and backups are checked by restoring them. If a breach affects your data we will tell the workspace Owner without undue delay.

Cookies

We use one cookie, to keep you signed in. We do not use advertising or analytics tracking cookies. See our cookie page for the detail.

Data processing terms

Where a company puts personal data into its workspace, our data processing terms set out how we handle it on that company’s behalf.

Children

Intercom Chat is for workplaces and is not meant for people under 16.

Changes

If this policy changes in a way that matters, we will tell workspace Owners by email before it takes effect.

Xypno Business Solutions Ltd. Questions? Email support@intercomchat.com.