Salesforce acquires Fin, formerly known as Intercom

Salesforce signed a definitive agreement to acquire Fin, a customer agent vendor formerly known as Intercom, for approximately $3.6 billion.

The deal comes only one month after Intercom adopted the Fin name. The company’s core offering is an AI agent that specializes in end-to-end resolution of complex customer queries across channels, including live chat, email, WhatsApp, SMS, phone, and Slack. 

Fin’s AI agent is powered by a proprietary AI model called Apex, which is purpose-built for customer support.

For Salesforce, the deal comes on the heels of signs of strength in its Agentforce business, which reached $1.2 billion in ARR in Q1 FY27, up 20% year over year.

Salesforce expects Fin’s packaged offerings and proprietary models to complement the Agentforce platform. Salesforce said in a statement that Fin’s technology will give customers more ways to deploy AI agents across customer service operations, with fast time-to-value options designed for SMB and commercial organizations that need to launch quickly, integrate with existing systems, and deliver measurable outcomes. 

For Salesforce, Fin is the fifth acquisition announced in 2026, and the third announced in June (joining M3ter and Contentful). The Fin transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027.