We’re excited to share that we just signed an agreement for @salesforce to acquire @fin_ai for ~$3.6B. The transaction is expected to close in the fourth quarter of Salesforce’s fiscal year 2027. Fin started as Intercom 15 years ago. We changed our name to cap our transformation just weeks ago. We were a darling of the SaaS era and invented so many of the patterns you see in software today. Nearly four years ago, in need of a reboot, we jumped on weeks-old modern LLMs to create and define the category we know as Customer Agents today. Salesforce invented modern software and SaaS. And @benioff is like the final boss of tech founder CEOs. In seat for 27 years, he’s one of the last of his era. Still pushing, pivoting, placing big bets. It’s a privilege for @destraynor and I to get to partner with him and join forces with Salesforce upon close at this most fascinating time. And will be very fun to get their help bringing Fin to magnitudes more consumers. To our customers: Over the past few years we’ve been shipping intensely. Including recently our groundbreaking model, Apex, and our paradigm-defining internal agent, Operator. With the resources of Salesforce this will only accelerate. And yet little will practically change. I’ll still be CEO, Des will still be running R&D, we’ll both still be committed to continuing to lead this category. Thank you very sincerely and deeply for your belief in us. To all of our friends, our families, and our employees, past and present: While this is not the end, it is a major, pivotal, special, and emotional moment for us. From the bottom of our hearts, thank you. For everything. To my cofounders, my exec team: Look what we built. Four young lads with a dream and nothing to lose. And a home grown exec team who pulled off the greatest and arguably only late stage software company pivot to AI, and invented one of the most important categories in AI. Thank you for sticking through all of this with me. And now, time to get back to work. See you at our next product launch in a couple weeks. (:

We're announcing the most significant new strategic development since the start of the Customer Agent category: Fin now has specialized roles. And starting today anyone can sign up for and deploy the Fin Sales Role in minutes. Fin is now by far the very best sales agent on the market, and it's been live with some of the most innovative digital brands for months, conversing with thousands of prospects, aiding discovery, building pipeline, booking meetings and starting trials. We started the Customer Agent category with a focus on service by launching Fin three months after the launch of ChatGPT. Since then Fin has continued to lead the space, today delivering over 2 million resolutions a week for over 8k customers, including Anthropic, DoorDash, Snowflake, Asana, Mercury, Polymarket and many more exceptional brands. But our vision for Fin has always stretched far beyond service. And for the past 6 months we’ve been building Fin as a single Customer Agent, delivering a seamless experience across all stages of the customer lifecycle. We do not believe customers or businesses will want multiple agents for different parts of the lifecycle—because the agents won’t have shared memory and goals, and will have to compete with each other, delivering a poor customer experience and sub-optimal business results. We’ve more roles to come, including another dropping in two weeks. For now please watch our launch video or visit our launch page to learn more: fin DOT ai SLASH sales

I wrote an article outlining my strong opinion on the one painful path that all SaaS companies must take if they wish to survive in this new world. In it I offer Intercom as a case study, an example of a previous generation company now thankfully benefitting from the hard decisions we've made. It includes our numbers, past and present, and our forecast for this year. And the inside track on how we got here.

Today we’re launching the Fin Million Dollar Guarantee. We’ve been making big claims about our industry-best performance, but we know such claims are cheap. So it’s time to put our money where our mouths are. If we don’t deliver on these claims, we’ll pay you $1M. First, some background: In the very near future, all of your customer operations will run on AI. All customer touch points, at every stage in the customer lifecycle, from marketing, sales, service, and success, will be owned by a perfect, charming, expert customer agent, engaging with every customer and available instantly every hour of the day. You’ll choose one vendor for all of this, not many. And you’ll choose the vendor who can do the most high quality work. For the vendors, the opportunity is massive. We’re talking about disrupting literally trillions of dollars of human work, and potentially chasing TAMs 25-50X the size in SaaS. So, unsurprisingly, this space is extremely hot, well funded, and fiercely competitive. For this reason, I’m about to be very honest with my competitive analysis and say the things out loud which every confident CEO says behind closed doors. But please don’t imagine I’m attacking anyone. I know a lot of the CEOs in this space, and admire all of the companies pushing this category forward. The new guys in particular are doing a very impressive job, and it’s generally assumed that they’ll eat the lunch of older incumbents like us. At the risk of over simplification, and to cut to the chase, I believe there are only three players in this space who matter: our product @Fin_ai, and newcomers @SierraPlatform, and @DecagonAI. Sierra is taking a consulting oriented approach with non-tech enterprise customers. This will be extremely lucrative in the near term, but I’m bearish on this approach in the longer term. In the early days of the web, large consulting companies made the exact same enterprise play, charging millions of dollars to deploy and run web sites. But web sites soon became an integral part of business operations and all enterprises eventually wanted to manage them in-house. The same will happen with agents, and in-house teams will need a management application layer, which we’ve made extensive investments in. With Fin we’ve started slightly lower in the enterprise layer, with tech or tech-forward companies who are ready for more sophisticated deployments of AI, which they want to manage themselves. We’re competing directly with Decagon for this market. And while the customers we’re winning against them cite our uniquely deep management application layer, it’s our superior performance that delivers the most striking and immediately valuable difference. It’s become very clear that our AI Group has built highly differentiated tech, which we’ll reveal more about this summer. The result is that we’ve beaten Decagon on performance in 100% of bake-offs that we’ve engaged in and have been chosen as vendor of choice 100% of those times too. Take a representative case of [very large SaaS unicorn], who was an early reference customer of Decagon’s. In a customer-run bake-off, Fin achieved a resolution rate of 63% (which has continued to increase to 72%, as of last week), while Decagon achieved a resolution rate of 49%. That’s 23 percentage points of additional customer requests which now receive instant, perfect resolutions to their problems. And 23 percentage points of additional customer requests that they pay just $0.99 per resolution for, instead of the $15-20 per resolution they’d have to pay humans for. With a performance gap this wide, your choice as a customer is made for you. This dynamic against them, and similar players in the market, has made Fin the largest by customer count (>5k) and largest by ARR (8 figures, which will cross $100M <3 quarters from today) in the category. ARR from our existing customers is growing at 4X, but incredibly, from new business customers it’s growing at 5X. We’re also rated #1 in the category on G2 and shipping every major new innovation in this category before everyone else. So, to the guarantee. Starting today, we promise two things: 1. If you sign up for Fin and are not 100% satisfied in your first 90 days, we will give you up to $1M of your money back, no questions asked. 2. If you sign up for our Fin Guarantee Success Program, and we do not achieve at least a resolution rate of 65% (which our studies have shown is the resolution rate of humans), we will pay you $1M! To learn more about the guarantee and to apply for the program, please visit: fin DOT ai SLASH guarantee :)

This is a story about how we rebooted a 15 year old decelerating business to be on course to be the fastest growing large software company in the world in four quarters from today… :) The Q1 Intercom board meeting starts in one hour. Q1 FY26 was the largest quarter by net new ARR (NNARR) in the history of the company. When I came back as CEO (nearly 1,000 days ago) we had just booked a 5th sequential quarter of declining NNARR. We’ve now been on a run of 9 quarters of increasing NNARR, and I expect this trend to continue for many years. We’ve beaten our ARR targets for the past 7 quarters. By the end of this year we’ll have accelerated our total ARR growth rate by 7X since the quarter after I returned. This is unheard of for a company of our scale, in the hundreds of millions of ARR. We’ve also increased our valuation since the quarter after I returned by at least 10X to today, and we’re now playing for another 10. This acceleration is the result of two major moves: First, we completely reset our pricing and buying experience to be radically customer-first after a couple years of toxic pricing and crappy sales behavior. Now, as of Q1, our 12 month net revenue retention (NRR) for new customers is 146%, vs 112% before, and I haven’t seen a single angry tweet about our pricing in nearly two years! (In fact, people are now publicly celebrating our pricing, and all the players in our space are following our outcome-based pricing moves. Check out the graphic from Kyle Poyar.) We also started growing our customer base again, after churning lots of small customers upset with our pricing. We’ll cross 30k paying customers by the end of this year. All of this is driving dramatic acceleration and we’re now enjoying best-in-class growth for our Helpdesk business. But more importantly, the second big move we made was to start a brand new unicorn business inside of Intercom called Fin, an AI agent for customer service. It’s crushing the competition. There are many, decent, new direct competitors in the category, and the hottest of them just shared that they grew $1-10M ARR in a year last year. Fin did $1-12M in a year, nearly a year ago. We’ve now had 13 head to head bake-offs with this competitor and have beaten them on performance and been picked as vendor of choice in literally every single one. The result is that Fin is now a strong 8 figure ARR business that in Q1 grew at an annualized rate of 393%, and we’ll pass $100M ARR with Fin in 2.5 quarters. In Q1, our AI Group hit 47 senior AI engineers and scientists. I don’t believe that the scale and talent of this team exists in any other AI application company in any category. They’re producing some incredible, industry-first, patented tech, based on original research. Our next release is major. In collaboration with our ~300 senior engineers, designers, PMs, and analysts outside the AI Group working full time on Fin, this past quarter they released a deep insights product, not to be found anywhere else, as well as a rich new agent management application layer, also unique. And Fin Voice, unique too in its quality and latency. On performance and application depth, and self management functionality, there’s Fin, and then there’s everyone else. All going to plan, our next major business milestone will be to become the fastest growing large business software company in the world (vs all public software companies), some time around 4 quarters from now. At that point, if not before, I’ll share 100% of our revenue numbers to let you see for yourself. This company is reborn, and now on fire. Forgive the cheese but these 2.5 years have really shown me what hard work, focus, and good old fashioned innovation, business, and management fundamentals can deliver. I always roll my eyes at leaders pushing falsely modest narratives—“it was all my wonderful team!” The truth is that I’m very proud of my contributions, as well as those of the one thousand powerful humans who believed in the plan and made it real. And that especially includes the exec team at Intercom who’ve seen it all and come out the other side on top. These people rarely get and never take the credit that they deserve. True legends in the business of tech: @destraynor, @ciaran_lee, @darraghcurran, @Padday, @LaurenCullen, Dan Griggs, Archana Agrawal (listed in the order they joined, the first two being my longtime cofounders). Thanks for reading and for your support over the past couple years :)