Salesforce announced it will acquire Fin, the customer agent platform formerly known as Intercom, for approximately $3.6 billion. The deal brings Fin's AI-powered customer service technology to Salesforce's enterprise customer base, accelerating deployment of autonomous agents across service operations. Fin's platform resolves complex queries across chat, email, WhatsApp, SMS, phone, and Slack using its proprietary Apex AI model.

The acquisition complements Agentforce, which hit $1.2 billion in annual recurring revenue during its first quarter. Fin's packaged offerings provide faster deployment options for SMB and commercial organizations that need rapid integration with existing systems. Its AI agents already resolve 76% of support volume end-to-end, according to the company's metrics.

Salesforce CEO Marc Benioff said the move enables every company to become an agentic enterprise, combining Fin's service agent capabilities with Agentforce's customizable platform. The deal adds Fin's technical AI team and 30,000+ global customer base to Salesforce's operations.

The transaction closes in Salesforce's Q4 fiscal 2027, pending regulatory approvals. It won't affect previously announced financial guidance or the company's capital return program, suggesting Salesforce views this as a strategic expansion rather than a financial pivot.