Salesforce said Thursday it has completed its acquisition of Fin, formerly Intercom, folding the customer-agent platform and its technical AI team into the company. The San Francisco software group said Fin brings an established global customer base of more than 30,000 companies and will continue to serve those customers as part of Salesforce AI Labs while strengthening Agentforce for customer service.
Fin’s proprietary Fin model suite is designed to resolve queries end-to-end across live chat, email, WhatsApp, SMS, voice, and Slack. Salesforce and Fin say the suite achieves an average resolution rate of 76%; that figure is a company claim and is not independently audited here. Chairman and CEO Marc Benioff said Fin makes Agentforce even more powerful for customer service. Fin CEO and co-founder Eoghan McCabe said the combination expands reach for customers already using the agent. The completion is dated September 10, 2026.
Sources: Salesforce press release, Sep. 10, 2026.
