Salesforce buys Fin for $3.6 billion
Salesforce will buy Fin, formerly Intercom, for about $3.6 billion, folding its support agent and Apex model into Agentforce.
Salesforce will buy Fin, the customer-support company formerly called Intercom, for about $3.6 billion, the company said on June 15. Fin’s AI agent answers customer questions end to end across live chat, email, WhatsApp, SMS, phone, and Slack, and Salesforce says it resolves 76% of support volume on average. The deal folds Fin’s team and its purpose-built model, Apex, into Agentforce, Salesforce’s agent platform, which reached $1.2 billion in annual recurring revenue last quarter, up 205% from a year earlier. Fin brings more than 30,000 customers. The transaction is expected to close in early 2027, and co-founder Eoghan McCabe says he stays on as chief executive.
Why this matters
If you run support, the build-versus-buy choice just shifted. Salesforce is pitching Fin as the fast-to-deploy option for smaller teams that want a working support agent without a long platform project, sitting next to Agentforce’s heavier custom builds. That convenience has a cost: another core function moving onto one vendor’s stack, priced and governed on their terms. A 76% resolution rate is a vendor’s number measured on a vendor’s setup, so treat it as a starting hypothesis, not a promise, and test it on your own tickets before you cut staff or rip out what works. Keeping support human where it counts and planning exit ramps before you commit both matter more after a deal like this, and our guide to choosing AI tools covers weighing a vendor before you sign.