Intercom and Salesforce: what the Fin acquisition means for Intercom customers

Salesforce owns Intercom. The company behind Intercom renamed itself Fin, after its AI agent, in May 2026, and Salesforce completed its acquisition of Fin, formerly Intercom, on 10 September 2026, after agreeing a price of about $3.6 billion in June. The help desk product keeps the Intercom name, Salesforce says Fin will continue to serve its customers as part of Salesforce’s AI Labs, and Intercom’s pricing page was unchanged when we checked it on 3 October 2026.

This page sets out what was announced, what has and has not changed for Intercom customers, and what to check before your next renewal. Facts come from Salesforce’s own announcements and Intercom’s pricing page.

Disclosure: Convot is a help desk that competes with Intercom. Our section comes last and is labelled.

What happened between Intercom and Salesforce?

Intercom became Fin and then became part of Salesforce in four steps over 2026:

At the time of the deal, Fin had more than 30,000 business customers, and Salesforce described Fin’s AI agent as reaching an average resolution rate of 76%, a figure measured by Fin on its own customers.

What has Salesforce said it will do with Intercom?

Salesforce has said Fin will keep serving its customers and will sit alongside Agentforce, Salesforce’s own AI agent platform. The completion announcement says that “as part of Salesforce’s AI Labs, Fin will continue to serve its customers, advance its AI agent capabilities, and build market-defining AI models and technology” (Salesforce, 10 Sep 2026).

Salesforce positions the two products differently. Agentforce is described as deeply customizable, and Fin as fast to deploy on the help desks and systems companies already use, with the June announcement calling Fin’s options “especially well-suited for SMB and some commercial organizations” (Salesforce, 15 Jun 2026).

Neither announcement mentions changes to Intercom’s pricing, plans or contracts.

Did Intercom’s pricing change after the acquisition?

Intercom’s pricing had not changed when checked on 3 October 2026, three weeks after the deal closed. The pricing page still listed Essential at $29, Advanced at $85 and Expert at $132 per seat a month billed annually, with the Fin AI Agent at $0.99 per outcome.

Intercom pricing page, captured 3 October 2026, after the Salesforce acquisition closed.

For the full breakdown of seats, Fin outcomes and add-ons, see the Intercom pricing guide.

Is Intercom shutting down?

Intercom is not shutting down. Salesforce’s completion announcement says Fin “will continue to serve its customers”, and Intercom’s website and pricing page were live when checked on 3 October 2026. What changed is the owner: Intercom is now a Salesforce product.

What should Intercom customers check before renewal?

Nothing about the product you use today has been announced as changing, so there is no reason to rush. A new owner can revisit commercial terms at renewal, though, so these four things are worth confirming:

1. Your renewal price. Confirm the per-seat price and the Fin outcome price you will be offered, and whether any promotional rate you signed at carries over.
2. Data processing terms. Check whether your data processing agreement or subprocessor list changes now that Intercom is part of Salesforce, especially if you handle EU customer data.
3. The features you rely on. If you depend on product tours, outbound messages, the multibrand Messenger or a specific integration, confirm they stay on your plan.
4. Your exit options. Know how you would export conversations, contacts and help center articles if you ever decide to move, before you need to.

Should you switch away from Intercom now?

Switching only because of the acquisition rarely makes sense. If Intercom works for your team and the renewal terms hold, staying is reasonable. Switching makes sense if the acquisition coincides with a reason you already had: the per-seat bill, the cost of Fin outcomes at your volume, running several products on one plan, or features you pay for and do not use.

If you are comparing, the Intercom alternatives guide covers Zendesk, Help Scout, Front, Crisp, Pylon and Convot at published prices, and the guide to leaving Intercom without losing conversation history covers how the move works.

Where Convot fits, from the company that makes it

Convot is a help desk for small software teams that run one or several apps. It costs $49 a month for 1 app and 3 seats, each extra app is $20 and each extra seat $10, and it is free for teams under $1,000 MRR. Its Cove AI agent costs $0.20 per resolved conversation in which it replied, on paid plans, against $0.99 per outcome for Fin. Convot runs Intercom migrations for free, done by the founder rather than a self-serve importer.

Convot is not a like-for-like replacement for every Intercom team. It supports live chat and email only, with no phone, WhatsApp or SMS, and it has no product tours or outbound campaigns. The Convot vs Intercom comparison sets out where each one is the better fit.

Common questions about Intercom and Salesforce

Who owns Intercom now?

Salesforce owns Intercom. The company behind Intercom renamed itself Fin in May 2026, and Salesforce completed its acquisition of Fin, formerly Intercom, on 10 September 2026. Fin now operates as part of Salesforce’s AI Labs.

How much did Salesforce pay for Intercom?

Salesforce agreed to pay about $3.6 billion for Fin, formerly Intercom, subject to customary purchase price adjustments, when it announced the deal on 15 June 2026.

Is Intercom still called Intercom?

The help desk product is still called Intercom, while the company and its AI agent are called Fin. Intercom’s website and pricing page still use the Intercom name for the help desk.

Will Intercom prices go up under Salesforce?

No price change has been announced. Intercom’s pricing page was unchanged on 3 October 2026, three weeks after the deal closed. Check the price you are offered at your next renewal.

Does Salesforce owning Intercom affect Fin AI Agent?

Salesforce says Fin will continue to advance its AI agent and will sit alongside Agentforce, Salesforce’s own AI agent platform, as the faster-to-deploy option. Fin AI Agent was still priced at $0.99 per outcome on 3 October 2026.