Salesforce acquires Fin, formerly Intercom, for $3.6 billion

Salesforce acquires Fin, formerly Intercom, for $3. 6 billion Quartz · Justin Sullivan/Getty Images Colleen Cabili Mon, June 15, 2026 at 3:40 PM GMT+2 2 min read CRM INTC. PVT Salesforce has signed an agreement to acquire Fin , the AI customer service company formerly known as Intercom, for approximately $3.

6 billion, the company said Monday. At the center of Fin's business is an AI agent built to manage customer support conversations from start to finish, spanning channels including live chat, email, phone, WhatsApp, SMS, and Slack, according to Reuters . Powering the agent is Apex, a proprietary model that Fin says it purpose-built for support use cases and that the company claims beats frontier models from the likes of OpenAI and Anthropic when measured by resolution rates.

According to Salesforce, the agent closes out roughly 76% of incoming support requests with no need for a human agent to step in. Fin also brings more than 30,000 business customers to Salesforce. Salesforce plans to fold Fin's technology into Agentforce, its AI agent platform.

Where Agentforce is designed for large organizations that need deep customization and are willing to invest time in configuration, Fin arrives pre-trained and ready to deploy quickly, making it more accessible for smaller and mid-market buyers — a combination that lets Salesforce address both ends of the market from a single portfolio, The Next Web reported. "We're thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise," Salesforce Chair and CEO Marc Benioff said in a statement. "Together, we'll help companies of every size seize this opportunity — accelerating time to value with trusted agents that deliver measurable outcomes at scale.

" Fin CEO and co-founder Eoghan McCabe said in a statement that joining Salesforce would allow the company to deploy its technology "far and wide at a rate far faster than we could have ever achieved on our own. " In the most recent quarter, Salesforce reported that Agentforce had grown to $1. 2 billion in annual recurring revenue, a 205% increase compared to the same period a year earlier.

Salesforce indicated that the purchase price will leave both its full-year 2027 financial outlook and its share buyback program intact. Regulatory approval permitting, Salesforce anticipates completing the transaction before the end of its fourth fiscal quarter of 2027. Salesforce has been building Agentforce as its primary AI offering as the company faces concerns that AI tools could reduce demand for traditional business software, including its core customer relationship management products.

Salesforce laid off employees across its Agentforce, MuleSoft, and Marketing Cloud teams earlier this month, though the cuts did not affect core Agentforce teams, according to a California WARN notice. Salesforce stock is down more than 30% this year.