Salesforce Bought Fin (Formerly Intercom): What Customers Should Know

If you run support on Intercom, 2026 has brought a lot of news. The company renamed itself Fin, after its AI agent. Salesforce agreed to buy it, and the deal is now done. None of that changes your inbox tomorrow. It's still worth knowing what happened, what hasn't been announced, and which decisions are yours to make.

In short: The company behind Intercom renamed itself Fin in May 2026. Salesforce signed an agreement to acquire Fin for about $3.6 billion on 15 June 2026 and completed the acquisition on 10 September 2026. Fin joins Salesforce's AI Labs and, in Salesforce's words, "will continue to serve its customers". No price changes had been announced when we checked on 6 November 2026. If you're reviewing your help desk anyway, our switch from Intercom guide has an export checklist.

Facts checked 6 November 2026. Check Salesforce's and Fin's own announcements for anything newer.

What happened, in order

When the deal was announced in June, Salesforce expected it to close in the fourth quarter of its 2027 fiscal year. It closed earlier. Some articles written over the summer still describe the deal as pending, so check the date on anything you read.

What's known

Fin keeps serving its customers. Salesforce's completion announcement says Fin will continue to serve its customers, improve its AI agent and build its own AI models as part of Salesforce's AI Labs. It describes a customer base of more than 30,000 companies.

Fin sits beside Agentforce. Salesforce presents Fin as a fast way to deploy an AI agent on the help desk you already use, next to Agentforce for larger, heavily customized projects.

Pricing hasn't changed yet. On 6 November 2026, Intercom's pricing page still listed seats at $29, $85 and $132 a month on Essential, Advanced and Expert, and Fin at $0.99 per outcome on top. An outcome is charged once per conversation, when the customer confirms the issue is resolved, stops asking after Fin's answer, or Fin completes a workflow, including a handoff to your team. Our Intercom pricing breakdown works through what that costs a team of five or twenty.

What isn't known

Nothing has been announced about:

• Future pricing. Whether seat prices, the per-outcome fee or plan packaging will change at renewal.
• The help desk's roadmap. How the Intercom help desk will develop now that Fin is part of a company that also sells Service Cloud and Agentforce.
• Integrations and data. Whether Fin will work more closely with Salesforce products, and whether that changes how your data is processed.

No changes to pricing or the roadmap for existing customers have been announced. If any of this matters to you, a renewal is a good moment to ask your account team in writing.

What it means for you

You don't need to do anything today. If you'd like to be ready either way, these steps cost little:

1. Check your renewal date and contract. Note when you renew, whether the price is fixed until then, and what notice you need to give to leave.
2. Work out your Fin bill. Multiply your monthly Fin outcomes by $0.99 and add it to your seats. If the number surprises you, that's worth knowing before the next renewal.
3. Keep a current export. Export your contacts (in Contacts, select users, then More and Export users), keep copies of your help center articles, and decide which conversations you'd need to keep. Intercom's help article has the details.
4. Write down your setup. Saved replies, tags, attributes, workflows and Fin's instructions live in Intercom. A plain list makes any future move, or a rebuild in Intercom, much quicker.

If you're considering a move

Staying is a reasonable choice. Intercom has a long track record, WhatsApp, SMS and phone channels, native mobile SDKs and a large app store. If you depend on those, they're hard to replace.

If you're looking around, it helps to decide what you want to change. Some teams want a help desk with AI included in the plan instead of billed per outcome. Some want their support and product feedback in one place. Some want software they can self-host.

Quackback covers those three. It's an open-source help desk with a shared inbox for live chat, email and, on Business and up, GitHub issues, tickets, a help center and a status page, plus feedback boards, a roadmap and a changelog. Quackback AI's customer agent is included from Pro with no per-resolution fee, and Copilot drafts replies for your team on every plan. There are limits to know about too: Quackback has no WhatsApp, SMS or phone channels, and no help-desk importer, so past conversations stay in Intercom.

Our switch from Intercom guide lists what to export, what moves and what stays behind. On Business billed yearly and on Enterprise, our migration service does the move for you. For a full feature comparison, see Quackback vs Intercom.

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Planning a move off Intercom? Start with the export checklist, or let us do the move. Switch from Intercom | Start free trial | Quackback vs Intercom

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Frequently asked questions

Did Salesforce buy Intercom?

Yes. The company behind Intercom renamed itself Fin in May 2026, and Salesforce agreed to buy Fin for about $3.6 billion in June. The acquisition completed on 10 September 2026, and Fin now operates within Salesforce AI Labs.

Is Intercom still available?

Yes. The help desk is still sold under the Intercom name, with the Fin AI agent. Salesforce says Fin will continue to serve its customers as part of its AI Labs.

Has Intercom's pricing changed since the acquisition?

Not as of 6 November 2026. Intercom's pricing page still listed seats from $29 a month and Fin at $0.99 per outcome. No pricing changes for existing customers have been announced. Check the pricing page and your contract before you renew.

Will Intercom become part of Agentforce?

Salesforce hasn't announced that. It presents Fin as a complement to Agentforce: Fin for fast deployment on an existing help desk, Agentforce for larger custom projects.

Can I move my Intercom conversations to another help desk?

That depends on the help desk. Some import Intercom conversations; Quackback doesn't. Export the conversations you need to keep before you close your Intercom account, and keep it read-only for history if you can.