Salesforce has agreed to acquire Fin, the customer agent company formerly known as Intercom, in a deal valued at about $3.6 billion. The company said the transaction is subject to customary adjustments and regulatory approvals, and it expects the deal to close in the fourth quarter of its fiscal 2027.

The acquisition is aimed at strengthening Salesforce’s push into autonomous customer service agents. Fin’s main product is an AI agent designed to handle complex support requests from start to finish. The system works across several customer channels, including live chat, email, WhatsApp, SMS, phone and Slack.

Salesforce said Fin will complement Agentforce, its existing platform for building AI agents. The company described the combination as a way to give customers more deployment options, ranging from fast-to-launch support tools for smaller businesses to more customizable systems for larger enterprises. Salesforce said the deal should help organizations adopt AI agents more quickly while using trusted data, security controls and integration with existing systems.

Marc Benioff, Salesforce’s chair and chief executive, said the acquisition would help companies become what he called agentic enterprises. He said Fin’s technology and AI team would add service-focused capabilities to Agentforce and help customers see results faster. Eoghan McCabe, Fin’s chief executive and co-founder, said the deal would allow the company’s technology to reach more businesses than it could on its own.

Fin says its AI agent uses a proprietary model called Apex, which the company built specifically for customer support. Salesforce cited Fin’s claims that the technology has produced strong resolution rates, including cases where AI agents handled an average of 76% of support volume end-to-end. The company also said Fin serves more than 30,000 customers worldwide.

The purchase follows a period of rapid growth for Salesforce’s agentic software efforts. In its latest earnings update, the company said Agentforce reached $1.2 billion in annual recurring revenue in the first quarter of fiscal 2027, up 205% from a year earlier. Salesforce said Fin’s packaged offerings and proprietary models would add faster deployment paths for service teams that need to get up and running quickly.

Salesforce said the acquisition will not change its fiscal 2027 guidance, which it previously issued on May 27, and it said the deal will not affect its capital return program. It did not disclose additional financing details in the announcement.

The company has been building out its AI strategy through a series of acquisitions and product launches as enterprise software vendors compete to offer more capable customer service automation. Fin adds a customer-facing agent platform and a technical team that Salesforce said will help expand its capabilities in the market for AI-driven support.

The transaction still must clear standard closing requirements, including regulatory review. If approved, the deal would bring one of the better-known names in AI customer support into Salesforce’s growing suite of enterprise automation tools.