Salesforce buys Fin for $3.6B — can Agentforce finally catch up
salesforce acquired ai support platform fin for $3.6b to integrate its agents into agentforce, signaling a shift from copilots to fully autonomous service employees.
salesforce is acquiring fin for $3.6 billion to integrate its multi-channel ai agents directly into agentforce, accelerating the shift from human-supervised copilots to fully autonomous service employees. fin, formerly known as intercom, resolves complex customer queries across live chat, whatsapp, sms, and phone using proven agentic workflows. this acquisition targets enterprise needs for scalable support automation, with ceo marc benioff citing faster time-to-value and measurable outcomes as primary benefits. the transaction closes in early 2027, positioning salesforce against specialized agent platforms like newcore by consolidating autonomous capabilities into its existing ecosystem.