Salesforce to acquire Fin (formerly Intercom) for $3.6 billion

Salesforce to Acquire Fin (formerly Intercom) for $3.6BN

Salesforce signed a definitive agreement to buy Fin, the customer-agent company formerly known as Intercom, for $3.6 billion. Fin's AI agent runs on its proprietary Apex model and handles support across chat, email, WhatsApp, phone, and Slack, claiming a 76% average resolution rate. The deal adds fast-to-value agent options to Agentforce, especially for SMBs. Closing is expected in Q4 of Salesforce's FY2027, with no change to current guidance or capital return plans.

Why it matters: Three hard numbers — $3.6B price tag, 76% autonomous resolution rate, proprietary Apex model — make this a strong signal. The discount is because it's a Salesforce press release with no third-party validation of that 76% claim yet.