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class="widget--notification qa-widget-notification custom-notification" data-props="{"serverSideProps":{"topicIds":[{"id":9031,"title":"The 2025 Customer Service Transformation Report is live! \ud83d\ude80","url":"\/topic\/show?tid=9031&fid=None","type":"productUpdate"}]},"selectedTopic":{"id":9031,"title":"The 2025 Customer Service Transformation Report is live! \ud83d\ude80","content":"<p><strong><em>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Customer Service\u00a0<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>Transformation<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>\u00a0Report\u00a0<\/em><\/strong><br \/><br \/><span style=\"color:#000000;\">Customer service is changing faster than ever. Why? AI has entered the chat \u2013 and it\u2019s changing the way support teams work, the tools they use, and what customers expect.<\/span><\/p><p><span style=\"color:#000000;\">That\u2019s why Intercom replaced its \u201cCustomer Service Trends Report\u201d with something more fitting:\u00a0<\/span><\/p><p><span style=\"color:#000000;\">The \u201c2025 Customer Service Transformation Report.\u201d<\/span><\/p><p><span style=\"color:#000000;\">This is your guide to navigating the AI-first era.<\/span><\/p><p><span style=\"color:#000000;\">We surveyed over 2,000 customer service professionals to find out how they\u2019re navigating this transformation \u2013 here\u2019s what stood out to me:<\/span><\/p><ul><li><span style=\"color:#000000;\">82% of support teams are excited about working alongside AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">89% say customer attitudes toward AI have changed in just the last year.<\/span><\/li>\t<li><span style=\"color:#000000;\">Only 20% believe customers have a negative perception of AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">Customer expectations have skyrocketed \u2013 91% of support teams say they\u2019ve increased over the past year, and believe this is largely due to AI tools like AI agents or copilots.<\/span><\/li><\/ul><p><span style=\"color:#000000;\">If you\u2019re rethinking how to deliver standout support in this new era, you\u2019ll want to check out the full report.<\/span><\/p><section class=\"callout callout-blue\"><div><div><div><p>Check out the\u00a0\u00a0<a href=\"https:\/\/transformation.intercom.com\/\" rel=\"noopener noreferrer\">2025 Customer Service\u00a0<strong><em>Transformation<\/em><\/strong>\u00a0Report<\/a>\u00a0now.<\/p><\/div><\/div><\/div><\/section><p>\u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/p>","author":{"id":9713,"url":"\/members\/diana-tripac-9713","name":"Diana Tripac","avatar":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/icon\/200x200\/b4de68df-5469-4d45-bb4f-27fa16c34fed.png","userTitle":"Senior Community Program Manager @Intercom","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","iconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","avatarIcon":"3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","avatarIconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","name":"Intercom Team"},"userLevel":6,"badges":[{"title":"Super user \u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"}],"isBanned":false},"featuredImage":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/0f7543e2-ee78-4f0b-a5e3-cd82d80a00da_thumb.png","url":"https:\/\/community.intercom.com\/product-updates\/the-2025-customer-service-transformation-report-is-live-9031","lastActivityAt":"2025-02-06T16:59:05+00:00","publishedAt":"2025-01-31T17:16:14+00:00","contentType":"productUpdate","replyCount":2,"views":320,"productAreas":[],"label":""},"config":{"selectedTopic":{"id":9031,"title":"The 2025 Customer Service Transformation Report is live! \ud83d\ude80","content":"<p><strong><em>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Customer Service\u00a0<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>Transformation<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>\u00a0Report\u00a0<\/em><\/strong><br \/><br \/><span style=\"color:#000000;\">Customer service is changing faster than ever. Why? AI has entered the chat \u2013 and it\u2019s changing the way support teams work, the tools they use, and what customers expect.<\/span><\/p><p><span style=\"color:#000000;\">That\u2019s why Intercom replaced its \u201cCustomer Service Trends Report\u201d with something more fitting:\u00a0<\/span><\/p><p><span style=\"color:#000000;\">The \u201c2025 Customer Service Transformation Report.\u201d<\/span><\/p><p><span style=\"color:#000000;\">This is your guide to navigating the AI-first era.<\/span><\/p><p><span style=\"color:#000000;\">We surveyed over 2,000 customer service professionals to find out how they\u2019re navigating this transformation \u2013 here\u2019s what stood out to me:<\/span><\/p><ul><li><span style=\"color:#000000;\">82% of support teams are excited about working alongside AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">89% say customer attitudes toward AI have changed in just the last year.<\/span><\/li>\t<li><span style=\"color:#000000;\">Only 20% believe customers have a negative perception of AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">Customer expectations have skyrocketed \u2013 91% of support teams say they\u2019ve increased over the past year, and believe this is largely due to AI tools like AI agents or copilots.<\/span><\/li><\/ul><p><span style=\"color:#000000;\">If you\u2019re rethinking how to deliver standout support in this new era, you\u2019ll want to check out the full report.<\/span><\/p><section class=\"callout callout-blue\"><div><div><div><p>Check out the\u00a0\u00a0<a href=\"https:\/\/transformation.intercom.com\/\" rel=\"noopener noreferrer\">2025 Customer Service\u00a0<strong><em>Transformation<\/em><\/strong>\u00a0Report<\/a>\u00a0now.<\/p><\/div><\/div><\/div><\/section><p>\u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/p>","author":{"id":9713,"url":"\/members\/diana-tripac-9713","name":"Diana Tripac","avatar":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/icon\/200x200\/b4de68df-5469-4d45-bb4f-27fa16c34fed.png","userTitle":"Senior Community Program Manager @Intercom","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","iconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","avatarIcon":"3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","avatarIconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","name":"Intercom Team"},"userLevel":6,"badges":[{"title":"Super user \u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"}],"isBanned":false},"featuredImage":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/0f7543e2-ee78-4f0b-a5e3-cd82d80a00da_thumb.png","url":"https:\/\/community.intercom.com\/product-updates\/the-2025-customer-service-transformation-report-is-live-9031","lastActivityAt":"2025-02-06T16:59:05+00:00","publishedAt":"2025-01-31T17:16:14+00:00","contentType":"productUpdate","replyCount":2,"views":320,"productAreas":[],"label":""}},"phrases":{"Forum":{"{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago"}}}"><section class="topic_banner qa-topic_banner-container homepage-widget-wrapper homepage-widget-wrapper--no-spacing"><div class="sitewidth"><div class="col"><div class="topic-banner_wrapper featuredBanner"><a class="banner-notification_url" aria-labelledby="banner-data" href="https://community.intercom.com/product-updates/the-2025-customer-service-transformation-report-is-live-9031"></a><div id="banner-data" class="box banner-notification notification"><div class="box__content box__pad"><p class="notification-title"><span class="notification-link">The 2025 Customer Service Transformation Report is live! 🚀</span></p><span class="thread-meta-item"><div class="avatar avatar avatar--S" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/diana-tripac-9713" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b4de68df-5469-4d45-bb4f-27fa16c34fed.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b4de68df-5469-4d45-bb4f-27fa16c34fed.png" style="width: 100%;" title alt="Diana Tripac" /><div class="profilelabel qa-profile-label"><img src="https://uploads-eu-west-1.insided.com/intercom-en/attachment/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png" alt="Intercom Team" title="Intercom Team" /></div></a></div></div><span class="notification-link"><span class="thread-meta-item__date">19 days ago</span></span></span></div></div></div></div></div></section></div> <div data-preact="widget-breadcrumb/Breadcrumb" class="" data-props="{"breadcrumbData":[{"url":"\/","title":"Home"},{"url":"","title":"Terms"}]}"><div class="sitewidth breadcrumb-container"><div class="col main-navigation--breadcrumb-wrapper widget--breadcrumb"><ul class="breadcrumb"><li class="breadcrumb-item qa-breadcrumb-community"><a class="breadcrumb-item-link" href="/"><i class="icon icon--caret-left is-visible-S"></i>Home</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item qa-breadcrumb-category"><span class="current"><i class="icon icon--caret-left is-visible-S"></i>Terms</span><i class="icon icon--caret-right"></i></li></ul></div></div></div> <div class="full-width Template-header"> <div class="sitewidth"> </div> </div> <div class="full-width Template-content"> <div class="sitewidth"> <div class="col col--main has--side qa-div-main" > <div class="box pagebox box__pad "> <div class="box__content"> <header class="content-header"> <h1 class="qa-page-title">Terms & Conditions</h1> </header> <section class=""> <!DOCTYPE html> <html> <head> <meta charset="UTF-8" /> <title>Terms</title> </head> <body> <h3><strong>INTERCOM COMMUNITY</strong></h3> <p>Effective July 30, 2020 <br> <br> INTERCOM COMMUNITY IS OFFERED BY INTERCOM, INC., INTERCOM R&D AND ITS AFFILIATES (“INTERCOM”), AND PARTICIPATION IN THE FORUM IS GOVERNED BY THESE INTERCOM COMMUNITY TERMS (THE "FORUM TERMS") AND THE INTERCOM TERMS OF SERVICE OR INTERCOM MASTER SERVICE SUBSCRIPTION AGREEMENT (EACH, RESPECTIVELY THE “TOS” AND “MSSA” AND COLLECTIVELY, THE “AGREEMENT”) AS APPLICABLE BETWEEN INTERCOM AND YOURSELF, INCLUDING ANY ACCEPTABLE USE POLICY(IES) PUBLISHED OR POSTED BY INTERCOM AND RELATED TO THE SERVICE OR THE FORUM, INCLUDING BUT NOT LIMITED TO THE INTERCOM ACCEPTABLE USE POLICY EFFECTIVE JULY 20, 2017. IN ORDER TO PARTICIPATE IN THE FORUM AND USE THE FORUM, YOU MUST BE A CUSTOMER IN GOOD STANDING AND MUST REMAIN SO FOR THE DURATION OF AVAILABILITY OF THE FORUM. INTERCOM COMMUNITY ALSO ACCEPTS GUESTS TO BECOME MEMBERS. YOU MUST ALSO AGREE TO THESE TERMS. YOU UNDERSTAND AND AGREE THAT INTERCOM WILL TREAT YOUR USE OF THE FORUM AS ACCEPTANCE OF THE TERMS. AS LONG AS YOU COMPLY WITH THESE TERMS, INTERCOM GRANTS YOU A NON-EXCLUSIVE, NON-TRANSFERABLE, LIMITED PRIVILEGE TO ACCESS, USE, AND POST CONTENT TO THE FORUM. <br> <br> Intercom may discontinue the Forum at any time, in its sole discretion, with or without notice. With respect to the Forum and in the event of a conflict with the Agreement or elsewhere in these Forum Terms, this subsection will supersede any other terms and conditions contained herein or in the Agreement.<br><br> <strong>1. The Forum</strong> <br> <i>1.1. Description.</i>The Forum is a separate, stand-alone service accessible apart from the generally available service to which you subscribe. The Forum is a service on Intercom’s website provided for the purpose of collaborating on content intended to optimize on users’ and Customers’ experience on Intercom’s Products and Services (as defined in the “Agreement”). <br> <br> <i>1.2. “As Is” Status.</i> By accepting these terms or using the Forum, you understand and acknowledge that the Forum is being provided on an “As Is” or “As Available” basis. The Forum may contain bugs, errors, and other problems. Intercom strongly recommends that you back up all data and information prior to using the Forum. YOU ASSUME ALL RISKS AND ALL COSTS ASSOCIATED WITH YOUR USE OF THE FORUM, INCLUDING, WITHOUT LIMITATION, ANY INTERNET ACCESS FEES, BACK-UP EXPENSES, COSTS INCURRED FOR THE USE OF YOUR DEVICE AND PERIPHERALS, AND ANY DAMAGE TO ANY EQUIPMENT, SOFTWARE, INFORMATION OR DATA. Intercom is not obligated to provide any maintenance, technical or other support for the Forum. <br> <br> <i>1.3. Feedback. </i> The Forum is made available to you for purposes of evaluation and feedback without any compensation or reimbursement of any kind from Intercom. You acknowledge the importance of communication between Intercom and you during your use of the Forum and hereby agree to receive related correspondence and updates from Intercom. In the event you request to opt out from such communications, your participation in the Forum will be canceled. You acknowledge that Intercom owns any feedback you provide, including your contributions and any content you post or provide to the Forum, and you hereby grant to Intercom, if for any reason it is further needed, a perpetual, non-revocable, royalty-free worldwide license to use and/or incorporate such feedback into any Intercom product or service (including the Forum) at any time at the sole discretion of Intercom. Intercom will not publish feedback in a way that is attributable to you without your consent except for those contributions you publish to the Forum for the purpose of participating in the Forum. <br> <br> <br> <strong>2. Participation in the Forum.</strong> <br> <i>2.1. Eligibility. </i>You may participate in the Forum if you are a Customer in good standing of Intercom, internal employee or a guest, subject to the Agreement and must remain so for the duration of the Forum. The Agreement and the Intercom Privacy Policy are incorporated by reference herein and control for any term not specifically addressed in these Terms. In the event that you cease to be a customer of Intercom, participation in the Forum will be terminated immediately. <br> <br> <i>2.2. Agreement Control. </i>Unless specifically modified by these Forum Terms, the provisions of the Agreement continue in full force with regard to your use of the generally available Forum and these Forum, including provisions regarding account activity, password security, user content and security breaches. <br> <br> <i>2.3. Acceptable Use Policy. </i>Your use of the Forum is subject to the Intercom Acceptable Use Policy and any other policies or guidelines (collectively and together with the Intercom Acceptable Use Policy, “Acceptable Use Policy(ies)”) that Intercom may publish with respect to the Forum. If, in Intercom’s sole determination, you violate any Acceptable Use Policy(ies), Intercom reserves the right to suspend or terminate your access to the Forum. <br> <br> <i>2.4. Reverse Engineering.</i> Except to the extent permitted by law, you may not modify, distribute, prepare derivative works of, reverse engineer, reverse assemble, disassemble, decompile or otherwise attempt to decipher any code in connection with the Forum and/or any other aspect of Intercom technology. <br> <br> <strong>3. Copyright.</strong> Intercom respects the intellectual property rights of others. If you believe the Forum has been used in a way that constitutes copyright infringement, please notify us as provided in the Agreement. Intercom reserves the right to delete or disable allegedly infringing content and to terminate the accounts of users who are repeat infringers. Intercom also reserves the right to forward the information in the copyright-infringement notice to the user who allegedly provided the infringing content. <br> <br> <strong>4. Intellectual Property. </strong>You agree that Intercom owns all legal right, title and interest in and to the Forum, including all intellectual property rights, and except for the license provided herein, no other rights or permissions to any of the Forum is granted. Nothing herein gives you a right to use any of Intercom's trade names, trademarks, service marks, logos, domain names, and other distinctive brand features. <br> <br> <strong>5. Modification and Termination of the Service. </strong>Intercom reserves the right to modify or terminate the Forum, or your use of the Forum, to limit or deny access to and/or participation in the Forum, at any time, in its sole discretion, for any reason, with or without notice and without liability to you. You may discontinue your use of the Forum at any time. <br> <br> <strong>6. DISCLAIMER OF WARRANTIES. </strong>YOU HEREBY ACKNOWLEDGE AND AGREE THAT THE FORUM AND ANY CONTENT POSTED THEREIN IS PROVIDED BY INTERCOM ON AN “AS IS” BASIS AND AS AVAILABLE, AND YOUR ACCESS TO AND/OR USE OF THE FORUM, IS AT YOUR SOLE RISK. TO THE EXTENT PERMITTED BY APPLICABLE LAW, INTERCOM EXPRESSLY DISCLAIMS ALL AND YOU RECEIVE NO WARRANTIES AND CONDITIONS OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THOSE OF MERCHANTABILITY, SATISFACTORY QUALITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. INTERCOM MAKES NO WARRANTY THAT ANY OF THE FORUM WILL MEET YOUR REQUIREMENTS AND/OR THAT THE FORUM WILL BE UNINTERRUPTED, TIMELY OR ERROR-FREE, NOR DOES INTERCOM MAKE ANY WARRANTY AS TO THE RESULTS THAT MAY BE OBTAINED FROM THE USE OF THE FORUM OR TO THE ACCURACY OF ANY OTHER INFORMATION OBTAINED THROUGH THE FORUM. NO INFORMATION OR ADVICE, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM INTERCOM OR THROUGH THE FORUM SHALL CREATE ANY WARRANTY NOT EXPRESSLY MADE HEREIN. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES AND CONDITIONS, SO SOME OF THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU. <br> <br> <strong>7. LIMITATION ON LIABILITY. </strong>IN NO EVENT SHALL INTERCOM BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL AND/OR INCIDENTAL LOSS, EXEMPLARY OR OTHER DAMAGES RELATED TO THESE TERMS AND/OR WHETHER DIRECT OR INDIRECT: (i) LOSS OF DATA, (ii) LOSS OF INCOME, (iii) LOSS OF OPPORTUNITY, (iv) LOST PROFITS, AND (v) COSTS OF RECOVERY OR ANY OTHER DAMAGES, HOWEVER CAUSED AND BASED ON ANY THEORY OF LIABILITY, AND WHETHER OR NOT FOR BREACH OF CONTRACT, TORT (INCLUDING NEGLIGENCE), VIOLATION OF STATUTE, OR OTHERWISE, AND WHETHER OR NOT INTERCOM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. TO THE EXTENT PERMITTED BY APPLICABLE LAW, INTERCOM LIABILITY HEREUNDER IS LIMITED TO $50.00. SOME JURISDICTIONS DO NOT ALLOW LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SOME OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. <br> <br> <strong>8. Indemnification. </strong>You agree to hold harmless and indemnify Intercom, its affiliates and subsidiaries, officers, directors, agents, and employees (collectively "Intercom Indemnified Parties") from and against any third party claim arising from or in any way related to (i) your breach of the Terms, (ii) your use of the Forum, (iii) your violation of applicable laws, rules or regulations in connection with the Forum, or (iv) your user content, including any liability or expense arising from all claims, losses, damages (actual and consequential), suits, judgments, litigation costs and attorneys' fees, of every kind and nature. In such a case, Intercom will provide you with written notice of such claim, suit or action. <br> <br> <strong>9. Confidential Information.</strong> You acknowledge and agree that: (i) subject to sub-paragraph (iv), the successful market launch of commercial versions of the Forum requires you to keep all Intercom data and information discussed and/or made available through or contained in Forum, including, without limitation, the content posted thereto (collectively the "Confidential Information") strictly confidential; (ii) the premature release of any of the Confidential Information would damage Intercom competitive edge and intellectual property rights; (iii) the Confidential Information shall not be shared with anyone other than other authorized participants of the same Forum; and (iv) only Confidential Information that has been publicly released by Intercom may be discussed or shown to the public. <br> <br> <strong>10. 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