·Cookies used by the Intercom messenger are "first-party" cookies assigned to the domain of your website. We take the privacy of your data seriously and these cookies cannot be read by Intercom on other sites, or by other sites using the Intercom messenger. All cookies are unique to your domain.
·Here are the cookies used by the Intercom Messenger, their purpose, duration and a brief description:
| Cookie name | Purpose | Default Duration | Description |
|---|
| intercom-id-[app_id] | Unique anonymous identifier | None (local storage entries do not expire) | Anonymous visitor identifier cookie. As people visit your site they get this cookie. |
| intercom-session-[app_id] | Keeping track of sessions | 1 week | Identifier for each unique browser session. This cookie is generated for each successful request to boot or update a user. It gives the user access to their previous conversations and identifies them in the Messenger. It has a default TTL of 1 week but can be controlled by customers or removed from the browser when a user's session is intentionally terminated with Intercom('shutdown');, which customers should call on user logout from their own apps / websites. |
| intercom-device-id-[app_id] | Unique device identifier | 270 days | Identifier for each unique device that interacts with the Messenger. It is refreshed on each successful ping, extending it another 9 months. We use this cookie to determine the unique devices interacting with the Intercom Messenger to prevent abuse. |
·For more information on how we use cookies for the Intercom website and our application, see our Cookie Policy.
·No. We use first-party cookies, which are only readable within a single domain, and therefore we cannot create identities that are shared across domains. We do not track users across domains.
·If your site uses HTTPS exclusively, you can enable the Secure cookies toggle in Settings > Channels > Messenger > General > Keep your Messenger secure. This ensures Messenger cookies are only transmitted over HTTPS connections.
·Important: Only enable this if your site uses HTTPS. Enabling it on an HTTP-only site will prevent the Messenger from persisting sessions.
·Our cookies need to be accessed by the Intercom Javascript and therefore we cannot enable this flag.
·If you have a cookie consent banner on your site and would like to control Messenger cookies, you will need to implement the following script to place the Messenger behind your cookie banners.
- 1Use Case: When cookie consent is required, but has not yet been granted: Intercom will load but not boot. No cookies will be used. The user will not be able to see or interact with Messenger. window.intercomSettings = { app_id: 'abc123', disabled: true }
- 2Use Case: When consent is given, boot Intercom by running: window.Intercom('boot', { disabled: false });
- 3Use Case: Consent is required, and has already been granted: Intercom will boot as normal window.intercomSettings = { app_id: 'abc123' }
·You can set a max session duration for your users' Messenger sessions. The default duration, maintained by a cookie, is 7 days but you can control this under Settings > Channels > Messenger > General > Keep your Messenger secure
·You should match the user's Messenger session length to what their session is in your app to avoid any poor user experience.
·Sessions will also be auto-extended by one hour when the user is actively using the Messenger to avoid any negative user experience.
·Categorizing Intercom Messenger cookies in your consent tool is a legal and compliance decision that's yours to make as it depends on your specific circumstances and applicable law. Intercom can't advise on the right label for your context.
·What we can share is how the cookies work: they're first-party cookies set on your own domain, used to identify anonymous visitors, maintain sessions, and identify devices. Our Cookie Policy describes cookie categories (Strictly Necessary, Functional, Performance, Advertising and Social Media) and notes which cookies are first-party vs third-party, giving you the information you need to make the call.
·Intercom's Terms of Service also make clear that you're responsible for your own disclosures and for obtaining any required consents under applicable law.
·If you're using Termly's Auto Blocker feature and the Intercom Messenger isn't loading for some customers, it's likely because Termly is blocking Intercom's scripts. You can resolve this using Termly's Domain Rules feature, which lets you control how the Auto Blocker handles scripts from specific domains without needing to modify your website's code directly.
·For more details on Domain Rules, including how they interact with a custom blocking map, see Termly's Domain Rules documentation.
·Note: It may take 5-10 minutes for Domain Rules changes to take effect on your website. 💡Tip
·Need more help? Get support from our Community Forum Find answers and get help from Intercom Support and Community Experts Did this answer your question?
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