Salesforce is set to acquire Fin in a $3.6 billion deal.
The company has signed a definitive agreement to acquire Fin, formerly Intercom, subject to customary purchase price adjustments and regulatory approvals.
Fin develops AI-powered customer service agents designed to resolve customer queries across channels including live chat, email, WhatsApp, SMS, phone, and Slack. Its AI Agent is powered by the company’s proprietary Apex AI model, developed specifically for customer support operations.
Salesforce said the acquisition is intended to strengthen its AI and customer service capabilities and complement its existing Agentforce platform with additional deployment options for customer service organisations.
“We’re thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise,” said Marc Benioff, Chair and CEO, Salesforce.
“Fin brings proven agent technology, a deep commitment to customer success, and an incredible AI team that will complement Agentforce with powerful service agent capabilities.
Together, we’ll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale.”
According to Salesforce, the combined offering will provide organisations with additional ways to deploy AI agents across customer service operations, particularly for businesses looking for faster implementation and integration with existing systems.
The company said Fin’s AI Agent technology has already demonstrated examples of resolving an average of 76% of support volumes end-to-end, while also bringing a customer base of more than 30,000 organisations to Salesforce.
“This is a major win for consumers of the world,” said Eoghan McCabe, Chief Executive Officer and Co-Founder of Fin.
“Our technology has defined this category and set the new standards for what great customer service looks like today. By joining forces with Salesforce, we can deploy it far and wide at a rate far faster than we could have ever achieved on our own.”
Salesforce said the transaction is expected to close during the fourth quarter of its fiscal year 2027, subject to customary closing conditions and regulatory clearances.
The company also stated that the acquisition is not expected to affect its previously announced financial guidance or capital return programme.
Author: Hannah Swankie
Reviewed by: Megan Jones
Published On: 16th Jun 2026
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