Salesforce completes acquisition of Fin, formerly Intercom

Salesforce announced on September 10, 2026 that it completed its acquisition of Fin, the customer agent company formerly known as Intercom. According to the release, the deal brings Fin's customer agent platform, its technical AI team and a customer base of more than 30,000 companies to Salesforce. Fin's AI agent runs on the Fin model suite, proprietary models trained for customer experience, and resolves queries across live chat, email, WhatsApp, SMS, voice and Slack, with an average resolution rate the company puts at 76%. Fin will sit within Salesforce AI Labs and continue to serve its customers and build models.

The details

• Fin serves more than 30,000 companies, according to Salesforce.
• Supported channels: live chat, email, WhatsApp, SMS, voice and Slack.
• Salesforce cites an average resolution rate of 76% for Fin's agent.
• Fin works with existing help desks and sits alongside Agentforce in Salesforce's customer service AI portfolio.
• Marc Benioff and Fin CEO and co-founder Eoghan McCabe are quoted.

Context

This is the first completed Salesforce acquisition in our recent coverage, followed by agreements to acquire Listen Labs (September 29), Loops for Tableau (October 12) and Braze for about $5.66 billion (October 20). It closed a week after Salesforce introduced Core, Advanced and Max editions with bundled Agentforce on September 3.

Not disclosed

• Purchase price
• Pricing changes for Fin customers
• Whether Fin will be sold within Salesforce editions or separately
• Integration timeline with Agentforce