Category: Sales/CRM
Renamed Fin, and being acquired by Salesforce.
Intercom renamed itself Fin in May 2026, after the AI agent that had become its main product. The platform covers customer messaging, a shared inbox, help centre, product tours and outbound messages, with Fin handling support conversations autonomously and billed per resolution rather than per seat. For marketers the relevant parts are the messenger, onboarding tours and outbound campaigns rather than the support desk. There is a well-built first-party MCP server with fourteen tools plus five agent tools, and crucially separate US and EU endpoints, which is unusual and useful for UK buyers. Salesforce agreed to acquire the company for around three and a half billion dollars in June 2026; whether the deal has formally closed is unclear from public sources.
Still the best in-product messaging experience, and Fin genuinely resolves a high share of support conversations rather than deflecting them, which is a real difference. The MCP server having a separate EU endpoint is a meaningful advantage for UK buyers and something most competitors do not offer. Three things belong in any decision. The name changed, so anything you read about Intercom is about this product. The Salesforce acquisition is agreed and the closing position is unclear, which is genuine procurement risk on a multi-year commitment, so raise it in negotiation. And understand the billing model: outcome pricing counts a resolution when the customer simply stops replying, so you pay for conversations that were not actually resolved, and cost scales with ticket volume rather than headcount, which makes budgets swing in ways seat pricing does not. EU residency is set at workspace creation and cannot be retrofitted.
Best for: Product-led companies who want in-product messaging, onboarding and an AI support agent in one place.
Pricing: Seats from around $29/mo plus $0.99 per AI resolution (Enterprise)
Rating: 4/5