Fin

Intercom renamed itself Fin in May 2026 once the AI agent overtook the messaging product as the core business. The Intercom name survives as the label on the helpdesk software. A month later Salesforce signed a definitive agreement to acquire the company for about $3.6 billion, folding roughly 30,000 customers into the Agentforce portfolio. That transaction is expected to close in Salesforce's fiscal Q4 2027 and has not closed yet, which matters for anyone signing a multi-year contract now.

The engineering appeal is that Fin does not ask you to move your helpdesk. It sits on Zendesk, Salesforce Service Cloud, HubSpot, Freshworks, Front, Zoho, Sprinklr or Gorgias, reads your existing knowledge sources and answers across chat, email, WhatsApp, SMS, phone and Slack from one configuration. Underneath it runs Apex, a support-tuned model Fin trained rather than a frontier API with a prompt on top. Procedures let the agent call your own endpoints, and that is where the actual integration work lands: auth scoping, idempotency and deciding what the agent does when your API returns a 500 mid-conversation.

Model the billing before the pilot, not after. One outcome per conversation at $0.99 reads simply until you look at what counts. A customer who reads the answer and stops replying is billable. Qualification events bill at $9.99. Fin advertises around 76 percent autonomous resolution across its base while independent tests land between 38 and 72 percent, and the gap tracks how sentiment-heavy your ticket mix is: refund arguments and billing complaints deflect far worse than structured how-do-I questions. Negotiate the dispute and refund terms into the contract.