Salesforce announced that it has entered into a definitive agreement to acquire Fin, formerly known as Intercom, in a transaction valued at approximately $3.6 billion.
The acquisition is designed to strengthen Salesforce’s AI offerings by combining Fin’s customer agent platform with Agentforce, Salesforce’s autonomous agent platform. Fin’s AI Agent handles customer support interactions across multiple channels, including live chat, email, WhatsApp, SMS, phone, and Slack. The platform is powered by Apex, a proprietary AI model purpose-built for customer support that the company says delivers industry-leading resolution rates.
Salesforce said the transaction will enhance its ability to provide both rapidly deployable AI solutions and highly customizable enterprise-scale platforms. The company noted that Agentforce reached $1.2 billion in annual recurring revenue in the first quarter of fiscal year 2027, representing 205% year-over-year growth.
Following the closing, the combined offerings are expected to provide businesses of all sizes with more options for deploying AI agents, particularly benefiting small and medium-sized organizations seeking quick implementation and measurable results.
Fin’s technology has demonstrated strong performance, with some deployments resolving an average of 76% of support interactions end-to-end. The acquisition will also bring an experienced AI engineering team and a customer base of more than 30,000 companies to Salesforce.
The transaction is expected to close during the fourth quarter of Salesforce’s fiscal year 2027, subject to customary closing conditions and regulatory approvals. Salesforce said the acquisition will not affect its fiscal year 2027 guidance or its capital return program.
KEY QUOTES:
“We’re thrilled to welcome Fin to Salesforce as we enable every company to become an agentic enterprise. 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.”
Marc Benioff, Chair and CEO of Salesforce
“This is a major win for consumers of the world. 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.”
Eoghan McCabe, Chief Executive Officer and Co-Founder of Fin
