Salesforce has signed a definitive agreement to acquire Fin, a customer agent provider formerly known as Intercom, for approximately $3.6 billion.
The deal only comes in a month after Intercom adopted the name Fin. The company’s core offering is an AI agent specializing in end-to-end resolution of complex customer queries across all channels, including live chat, email, WhatsApp, SMS, phone and Slack.
Fin’s AI agent is powered by a proprietary AI model called Apex, designed specifically for customer support.
For Salesforce, the agreement follows signs of solidity in its Agentforce businesswhich reached $1.2 billion in ARR in Q1FY27, up 20% YoY.
Salesforce expects Fin’s bundled offerings and proprietary models to complement Agent force platform. Salesforce said in a statement that Fin’s technology will give customers more ways to deploy AI agents in customer service operations, with rapid time-to-value options designed for SMBs and sales organizations that need to launch quickly, integrate with existing systems and deliver measurable results.
For Salesforce, Fin is the fifth acquisition announced in 2026, and the third announced in June (joining M3ter and Content). The Fin transaction is expected to close in Salesforce’s fourth quarter of fiscal 2027.
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