Has Salesforce already acquired Fin?

No. On June 15, 2026, a definitive purchase agreement was signed. Closing is expected in Q4 of Salesforce's fiscal year 2027, subject to regulatory approval.

Is the company now called Fin or Intercom?

The company name has been "Fin" since May 12, 2026. "Intercom" remains the product name of the classic helpdesk platform.

What changes for existing customers?

Per official communication, little for now; the leadership team stays in place, and Fin is set to continue as its own brand alongside Agentforce. No specific pricing or product changes have been communicated.

$0.99 per resolved query, $9.99 for qualification outcomes; plus EUR 29 to 132 per seat per month if using the Intercom base platform.

Does Fin have a voice channel?

Yes, "Fin Voice 2" since June 2026, built on a dedicated model optimized for speech. Pricing for it is negotiated individually via sales.

Is Fin GDPR-compliant?

EU data hosting is selectable, specifically Dublin, but AI inference can run via US third parties, which requires transfer impact assessments under Schrems II. As a US company, the US Cloud Act generally remains applicable.

What is Fin better at?

Very high, externally verifiable resolution rates with its own fine-tuned model, a broad app ecosystem, ISO/IEC 42001 certification for AI governance, and long product maturity since 2011.

Support only, or sales too?

Fin is primarily designed for customer service automation. LoyJoy covers service, sales, and marketing alike.

LoyJoy vs. Fin (formerly Intercom)

Fin Alternative: LoyJoy vs. Fin (formerly Intercom) Compared

In June 2026, Salesforce signed a definitive agreement to acquire Fin for $3.6B, with closing expected in Q4 of fiscal 2027. LoyJoy stays independent and European.

What is happening at Fin

Intercom, Inc. officially renamed itself to "Fin" on May 12, 2026 (company name). The product name "Intercom" continues to apply to the classic helpdesk and messenger platform. On June 15, 2026, Salesforce signed a definitive purchase agreement to acquire Fin for around $3.6 billion. Closing has not yet occurred and is expected in Q4 of FY2027, roughly November 2026 to January 2027, subject to regulatory approval. Over 30,000 existing customers come along with the deal. Per official communication, little is expected to change for them in practice, and the leadership team under CEO Eoghan McCabe stays in place. No specific statements on pricing changes or product integration into Salesforce have been made yet. Fin is a highly specialized, technically mature "customer agent" with its own fine-tuned AI model (Apex 1.0) and very high, independently verified resolution rates, primarily for text support in SaaS, tech, and e-commerce, with a strongly English-language focus. After the Salesforce closing, data processing will become part of a US corporation. LoyJoy is an independent, EU-hosted agentic AI platform for service and sales across chat and phone, with German-language support as a core strength.

Direct comparison: LoyJoy vs. Fin (formerly Intercom)

Kriterium	LoyJoy	Fin (formerly Intercom)
Headquarters / ownership^{[1], [2]}	Münster, self-funded	Dublin/San Francisco; subsidiary of Salesforce after closing, expected Q4 FY2027
Employees / customers^[4]	Not publicly disclosed	around 1,400 employees, over 30,000 customers, over 12,000 active Fin customers
AI model^[5]	Customer's choice: GPT-5 family, Mistral Medium, Scaleway gpt-oss-120b, open-source, EU-only possible	"Fin Apex 1.0", a proprietary fine-tuned model claimed by the vendor to produce 65% fewer hallucinations than Sonnet 4.6, plus "Apex Flash" for voice, complemented by third-party LLMs with zero data retention
Resolution rate^[4]	40 to 80% automation rate depending on use case, up to 98% at RTL+	Average 76% autonomous resolution rate, many customers above 85% per vendor claim, LLM-verified
Voice / telephony^[6]	Speech-to-speech Phone Agent, under 500 ms latency, shares the knowledge base with chat	"Fin Voice 2" (June 2026) built on the Apex Flash model, claimed by the vendor to deliver a 24.5% higher resolution rate and around 0.5 seconds lower latency than its predecessor
Channels^[4]	Web chat, WhatsApp Business (40+ modules), phone, MCP server	Chat widget, email, voice, WhatsApp, SMS, Discord, Slack, social media
Pricing model^[7]	From EUR 399 per month, transparent and predictable	Resolution-based: $0.99 per resolved query, $9.99 per qualification outcome; plus Intercom seat pricing of EUR 29 to 132 per month if the base platform is used
Integrations^[4]	No-code API client, webhooks, MCP actions, Salesforce, SAP, PIM, HubSpot	"Data Connectors" to Shopify, Stripe, Salesforce, HubSpot, and Freshdesk
Compliance^[8]	GDPR, EU hosting, accessibility standards, EU AI Act, DORA, documented in the Trust Center	SOC 2 Type II, ISO 27001/27018/27701, ISO/IEC 42001 since April 2025, HIPAA, HDS, AIUC-1 since December 2025
Data residency^[9]	EU-only	Regional hosting selectable in the EU (Dublin), Australia, or the US; AI inference can still run via US third parties, with Schrems II relevance
US Cloud Act	Out of scope	As a US company, and more so after the Salesforce closing, generally in scope regardless of EU storage location
Market focus^[4]	DACH mid-market and enterprise, service plus sales plus marketing	Global, strongly English-language, software, tech, retail, gaming, finance; references include Anthropic, Personio, WHOOP
Customer rating^[10]	Not publicly disclosed	G2: 4.5 out of 5 across 3,901 reviews

When LoyJoy fits

An independent, European platform without an upcoming group transition is preferred
Service and sales or marketing from one platform are needed, not just support automation
A voice channel sharing the same knowledge base as chat matters
Free choice of the AI model that processes your data matters, down to EU-only providers
Your focus is the German-speaking market with German-language support
Predictable monthly pricing matters more than pay-per-resolution with volume risk

When Fin (formerly Intercom) fits

A globally or English-language-focused SaaS, tech, or e-commerce company with a pure text-support focus fits
An externally verified, very high resolution rate (76% on average, sometimes above 85%) with a transparent pay-per-resolution model and no upfront cost risk is compelling
A technically very mature product with a long iteration history since 2011 as Intercom and a large app ecosystem is wanted
A particularly deep AI governance certification matters, Fin is one of the first vendors with ISO/IEC 42001
Fast time to value for pure text support with an existing knowledge base is needed

Switch story

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Vorher

Running Fin/Intercom for support automation, with the announced Salesforce acquisition agreement raising open questions on roadmap, pricing model, and EU data residency.

Nachher mit LoyJoy

Switch to LoyJoy as an independent, EU-hosted Agentic AI layer; service and sales from one platform; business team configures autonomously; free choice of model.

Frequently asked questions

Has Salesforce already acquired Fin?: No. On June 15, 2026, a definitive purchase agreement was signed. Closing is expected in Q4 of Salesforce's fiscal year 2027, subject to regulatory approval.
Is the company now called Fin or Intercom?: The company name has been "Fin" since May 12, 2026. "Intercom" remains the product name of the classic helpdesk platform.
What changes for existing customers?: Per official communication, little for now; the leadership team stays in place, and Fin is set to continue as its own brand alongside Agentforce. No specific pricing or product changes have been communicated.
What does Fin cost?: $0.99 per resolved query, $9.99 for qualification outcomes; plus EUR 29 to 132 per seat per month if using the Intercom base platform.
Does Fin have a voice channel?: Yes, "Fin Voice 2" since June 2026, built on a dedicated model optimized for speech. Pricing for it is negotiated individually via sales.
Is Fin GDPR-compliant?: EU data hosting is selectable, specifically Dublin, but AI inference can run via US third parties, which requires transfer impact assessments under Schrems II. As a US company, the US Cloud Act generally remains applicable.
What is Fin better at?: Very high, externally verifiable resolution rates with its own fine-tuned model, a broad app ecosystem, ISO/IEC 42001 certification for AI governance, and long product maturity since 2011.
Support only, or sales too?: Fin is primarily designed for customer service automation. LoyJoy covers service, sales, and marketing alike.

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Last updated: August 2026

Sources

Intercom, announcement of the rename to "Fin" (abgerufen 2026-08-11)
Salesforce Investor Relations, definitive agreement to acquire Fin (abgerufen 2026-08-11)
Salesforce Ben, impact of the Fin acquisition on existing customers (abgerufen 2026-08-11)
Fin, company profile and capabilities (abgerufen 2026-08-11)
Fin, Apex 1.0 AI model (abgerufen 2026-08-11)
CX Today, Fin Voice 2 (abgerufen 2026-08-11)
Fin and Intercom, pricing models (abgerufen 2026-08-11)
Intercom, ISO 42001 certification and other certificates (abgerufen 2026-08-11)
Intercom, regional data hosting (abgerufen 2026-08-11)
G2, customer reviews for Fin by Intercom (abgerufen 2026-08-11)