A practical guide to Intercom SOC 2 compliance in 2025

Let's be real: picking a customer support platform is a big deal. You're not just choosing a tool; you're trusting it with your customer's data, and that's a huge responsibility. With data breaches becoming an almost regular news story, you have to be confident about the security of the tools you use.

That's where things like SOC 2 compliance enter the picture. Think of it as a security report card for SaaS companies.

This guide is a straightforward look at what Intercom SOC 2 compliance really means. We'll get into what their reports cover and, just as important, what they don't, especially now that AI is part of the conversation.

What is Intercom SOC 2 compliance and why does it matter?

So, what exactly is this SOC 2 thing? It stands for System and Organization Controls 2, an auditing standard from the American Institute of CPAs (AICPA). Put simply, it’s a thorough review to make sure a service provider is handling customer data securely. It’s not just a generic checklist; the audit looks at a company’s specific systems to see if they’re up to snuff.

When a company says they are "SOC 2 compliant," you'll usually see one of two report types:

• Type 1: This is like a snapshot. An auditor looks at a company's security setup on a single day and confirms it's designed properly. It shows they have a good plan.

• Type 2: This is more like a video recording. The auditor watches the company's controls in action over a period of time, usually six months to a year, to make sure they're actually following the plan consistently.

Intercom has a Type 2 report, which is what you want to see. For a platform that manages tons of sensitive customer chats, this kind of long-term proof is essential. It tells you their security isn't just for show.

Understanding Intercom SOC 2 compliance

Okay, so Intercom has its SOC 2 Type 2 report in hand. That's a great sign that they have a serious security program. Their audit focuses on two key areas: "Security" and "Availability." Here’s what that actually means for you:

• Security: This is the obvious one. It confirms Intercom’s system is protected from people who shouldn’t have access, both online and in the real world. Think firewalls, intrusion detection, and two-factor authentication.

• Availability: This checks that the system will be up and running when you need it. It looks at how they monitor performance, handle disasters, and respond to incidents to keep downtime to a minimum.

On top of SOC 2, Intercom also has certifications like ISO 27001 and can provide a HIPAA attestation report, which shows a wider commitment to keeping data safe. You can ask to see these documents. Being able to request them is good, but it does mean the full reports aren't just out there for anyone to see.

While these certifications are solid, the introduction of powerful AI like their Fin agent brings up new questions that a standard report might not fully answer.

Beyond the badge: What Intercom SOC 2 doesn't cover for AI

A compliance badge is a great starting point, but AI throws a wrench in the works. These frameworks were created before today’s AI tools were mainstream, so they don't always cover the new risks. A SOC 2 report tells you Intercom has its own house in order, but what about the AI models it uses?

A look at Intercom's Fin AI Agent, which utilizes third-party AI models for processing customer data. This is relevant to the discussion of Intercom SOC 2 compliance and AI data handling.

Here are a few things that are worth thinking about:

Data handling by third-party LLMs

Intercom's own documentation shows their Fin AI Agent uses models from third parties like OpenAI. This means your customer data gets sent to another company to be processed. While these are big, secure companies, it adds another link to the data chain. Suddenly, you're not just trusting Intercom; you're also trusting their vendors' policies, and you have less direct say in how your data is handled.

Lack of granular control

Many businesses, especially larger ones, need very specific controls. Maybe you need to keep all your data in the EU to comply with GDPR. While Intercom offers regional data hosting, it’s not always a simple, self-serve option. You can't easily draw a line around what knowledge the AI can access or tweak its personality without a lot of setup.

The "black box" testing problem

This is a big one. A SOC 2 report confirms Intercom has good processes, but it doesn't let you see how your data will work with their AI before you flip the switch. You can’t test it on your past support tickets to see if it would have given the right answers. This leaves you guessing whether the AI might say something off-brand, get an answer wrong, or mishandle a sensitive question once it's live with actual customers.

The ideal setup gives you a strong compliance foundation and direct, fine-grained control over how your AI works and what data it uses.

A modern approach to security and control with AI

This is where newer AI platforms are changing the game. They're designed to address these exact gaps, giving you top-notch security without making you give up control.

Here’s how a platform like eesel AI handles these challenges:

Full control over AI behavior

Testing shouldn't be an afterthought, it's critical. eesel AI lets you run its AI in a powerful simulation mode. You can test it on thousands of your real, historical tickets to see exactly how it would have responded. You get to preview every answer and see accurate forecasts on how many issues it can solve, all before it goes live.

eesel AI's simulation mode allows testing the AI on historical tickets before it goes live, ensuring control over its behavior, which is crucial for maintaining compliance standards like Intercom SOC 2.

This takes the guesswork out of the equation. You can also use selective automation, meaning you decide which simple questions the AI can handle, and everything else automatically goes to a human agent. No more worrying about sensitive issues falling through the cracks.

Total control over your data

Like Intercom, eesel AI uses subprocessors like OpenAI and Pinecone that are also SOC 2 Type II-certified, so the security foundation is there. But here's the difference: eesel AI offers EU data residency on its Business plan and makes a clear promise to never use your data to train its general models. Your data is used for your bots and your bots only. That's it.

An illustration of how modern AI platforms like eesel AI provide greater control over data by integrating with various knowledge sources securely, a key consideration for Intercom SOC 2.

Radical simplicity and transparency

Getting this level of control shouldn't take months of setup. Modern tools are built to be self-serve. With one-click integrations for help desks like Zendesk, Freshdesk, and, of course, Intercom, you can be up and running in minutes, not months, while keeping full control.

Intercom pricing

Of course, we have to talk about pricing. It's a huge part of the decision, especially with AI in the mix. Intercom's pricing is based on a mix of how many agents you have (seats) and how much the AI is used.

For its AI, Intercom charges you per resolution. Basically, you pay each time the AI successfully answers a question without needing a human.

Fin AI Agent on Intercom

If you’re already using Intercom for your help desk, you’ll need at least one paid agent seat. On top of that, you’ll pay $0.99 for every resolution the Fin AI Agent handles.

Intercom customer service suite

The main platform is priced per agent seat, with different features available at each tier.

Fin AI Agent (Standalone)

If you're using another help desk like Zendesk or Salesforce, you can still use Fin as a separate tool. The price is the same: $0.99 per resolution, with a minimum of 50 resolutions per month.

The thing to keep in mind here is that paying per resolution can make your monthly bill a bit of a rollercoaster. If you have a really busy month, your costs could jump unexpectedly, which makes budgeting a little tricky.

Intercom SOC 2 compliance is the start, not the finish line

So, what's the bottom line?

The Intercom SOC 2 compliance is solid. It shows they've put in the work to build a secure platform, especially when it comes to keeping the service protected and available. You can tell they take data protection seriously.

However, when you bring AI into your support workflow, that compliance certificate is just the beginning. Real peace of mind comes from having both a secure foundation and direct control over your tools. You should know where your data is going, be able to test your AI without any risk, and have the final say on how it behaves.

Instead of just relying on a compliance badge, it's about taking control. With a tool like eesel AI, you get that secure foundation plus the ability to simulate, customize, and roll out AI support on your own terms. And you can get it done in minutes, not months.