Salesforce has signed a definitive agreement to acquire Fin, a customer agent provider formerly known as Intercom, for approximately $3.6 billion.
The deal comes just 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 requests 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, built specifically 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 Q1FY27, up 20% year-over-year.
Salesforce expects Fin’s packaged offerings and proprietary templates to complement the Agentforce platform. Salesforce said in a statement that Fin’s technology will give customers more ways to deploy AI agents into customer service operations, with rapid time-to-value options designed for SMBs and commercial organizations that need to get up and running 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 Contentful). The Fin transaction is expected to close in the fourth quarter of Salesforce’s fiscal 2027.
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Mike Pastore is the head of content and media at Third Door Media, the publisher of the Martech and Search Engine Land websites, and the producer of the SMX and MarTech conferences. In nearly three decades in B2B marketing, Mike has worked as an editor, writer, and marketer. He first wrote about marketing in 1998 for internet.com (later Jupitermedia). He then worked with marketers at some of the best-known brands in B2B technology, creating content for marketing campaigns for both Jupitermedia and QuinStreet. Before joining Third Door Media as editorial director of the MarTech website, he led demand generation at B2B media company TechnologyAdvice.
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