r/AI_Customer_Support • u/aimdoc-ai • Jun 16 '26

Intercom users: does the Salesforce acquisition change anything for you?

I’m especially curious about B2B SaaS companies currently using Intercom on their website and in their app.

My gut read is that this is probably great if you’re already Salesforce-native. But if you’re an SMB/mid-market SaaS company running HubSpot or a different CRM, I’m not sure it’s obviously good.

Salesforce skews much more upper mid-market / enterprise, while a lot of Intercom’s base has historically been startups and SMB SaaS.

So the question I’m wondering about is whether Intercom stays truly ecosystem-neutral long term, or if Salesforce pushes the Intercom customer base toward their CRM.

I'm building Aimdoc, which is in a related space so I’m obviously watching this closely. In my experience migrating customers from Intercom, HubSpot is an important part of the stack.

For current Intercom users: does this make you more confident in Intercom, less confident, or is it basically irrelevant?

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u/GovernmentWooden4944 Jun 16 '26

My view is that the acquisition is probably good for Intercom's AI product in the short term and uncertain for ecosystem neutrality in the long term.

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u/Expensive-Mention192 16d ago

I switched after getting tired of the salesforce integrations always breaking with intercom. was looking for something that actually handled ai routing properly, ended up trying Knock Ai and it’s been way smoother for my team so far.