Salesforce completes acquisition of Fin, gaining 30,000+ customer agent clients

On September 10, 2026, Salesforce completed its acquisition of Fin, gaining access to Fin’s customer agent platform and its global base of more than 30,000 companies. Fin’s AI customer agent, powered by its proprietary Fin model suite, resolves complex queries end‑to‑end across chat, email, WhatsApp, SMS, voice, and Slack, achieving an industry‑leading average resolution rate of 76%.

Fin’s AI agent is designed to deploy quickly on the help desks and systems companies already use, requiring minimal integration effort. When combined with Salesforce’s Agentforce platform, Fin offers organizations a choice between rapid deployment on existing infrastructure and deep, enterprise‑scale customization. As part of Salesforce’s AI Labs, Fin will retain its current customer base while advancing its AI models and expanding the combined platform’s capabilities.

“The #1 customer agent meets the #1 CRM,” Marc Benioff said.

“I don’t think there’s a technology quite like Fin in the customer space,” Eoghan McCabe said.

Fin, formerly Intercom, was described as an industry‑leading customer agent company before the acquisition. Salesforce’s Agentforce platform already offered a customizable AI foundation for customer service, which Fin’s technology now expands.

What we know

SAN FRANCISCO, CA — September 10, 2026 — Salesforce (NYSE: CRM), the world’s #1 AI CRM, today announced it has completed its acquisition of Fin, formerly Intercom, an industry-leading customer agent company.
The close of the acquisition brings Fin’s customer agent platform and world-class technical AI team to Salesforce, along with an established global customer base of more than 30,000 companies.
Powered by the Fin model suite, the company’s proprietary AI models trained specifically for customer experience, Fin’s AI customer agent resolves complex queries end-to-end across every channel, including live chat, email, WhatsApp, SMS, voice, and Slack – achieving an industry-leading average resolution rate of 76%.