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. (:

I think that's true if you think of support as a queue. But it isn't... support is the edge where reality challenges operating theory. That’s why it feels messy: it touches product, policy, pricing, data, and people all at once. In that world, “answering tickets” isn’t the job. The job is to change the system so the next ticket never happens. That requires deep context (what actually broke), coordination (who/what to change), and authority (to make the change safely). I think the market shakes out as: * Systems of record (Zendesk/Intercom) remain the front door. Chat UIs commoditize. * LLM answer layers become table-stakes; great for FAQs and knowledge deployment * The durable value accrues in a Context & Change Layer that connects conversations to code, data, and policy; produces provable root cause; and pushes fixes with tunable autonomy and guardrails

The tldr. There are different kinds of "loops" that help agents figure out what they should work on. 1. Event-driven: Systems process sensor data (customer feedback, bug reports, observability etc...) in ways that uncover work that agents need to perform in pursuit of well-defined objectives. 2. Explorers: Agents continuously investigate the search space of possible improvements in ways that reflect company goals, strategy, and taste. 3. Sims: Synthetic users navigate the product to unearth potential issues before customers see them.

I want some kind of LLM workflow tool. • Ability to manage a set of input files (Markdown or similar), plus other general-purpose context. • With real-time collaboration. (And maybe some concept of snapshots or VCS integration.) • And the ability to create/manage a inference workflows and a stored set of prompts. • Access to general-purpose coding agents (and not just chat models). • Some concept of compiled outputs/inference results (which ideally can be shared externally). Many projects have this feeling: "there is all this stuff, which I want to process/compute over in this iterated way, with some build artifacts being important/worth saving." GNU Autotools x Notion or something. Is anyone building this?

Company Brain @t_blom Every company has critical know-how scattered across people's heads, old Slack threads, support tickets, and databases, and AI agents can't operate like that. We think every company in the world is going to need a new primitive: a living map of how the company works that turns its own artifacts into an executable skills file for AI.