GDPR - Intercom chat and Facebook Messenger

Answer:

The general rule set up by article 6 of the EU GDPR - Lawfulness of processing (https://advisera.com/eugdpracademy/gdpr/lawfulness-of-processing/) is that personal data is not to be processed for longer than it is necessary for the purpose it was collected.

In your case you could set up a rule to delete data once the chat session is over or you can establish a retention period which should be reasonable maybe a few days after which the data should be either deleted or turned into anonymous data.

To learn more retention periods under EU GDPR check out our free “EU GDPR Foundations Course” https://advisera.com/training/eu-gdpr-foundations-course//

Thank you. It makes sense.
However, does Intercom still save the data in their database and is it my responsibility that they delete from their archives? E.g. Through a data processer agreement.

If you don’t have a signed agreement you need to check intercom's Privacy Notice/Privacy statement and see what their retention period is. However, if you have a signed commercial agreement you need to have a Data Processing Agreement in place with the processor also regulating the deletion of data from their archives.

To learn more about the EU GDPR check out our free “EU GDPR Foundations Course” https://advisera.com/training/eu-gdpr-foundations-course//