Fin by Intercom Reviews & Product Details

What I like best about Fin is how seamlessly it’s integrated into the overall Intercom experience. It’s easy to set up, works natively across channels, and does a strong job handling common, repetitive questions with high-quality, on-brand responses. The ability to connect Fin directly to our help content and continuously improve its answers over time makes it a powerful tool for scaling support without negatively impacting customer experience. Review collected by and hosted on G2.com.

The main downside is the pricing model. While Fin performs well, the pay-per-resolution approach makes costs hard to predict at higher volumes and can become expensive as AI adoption and resolution rates increase. This creates some friction when scaling AI-first support, as success with automation directly drives higher costs rather than lowering them. Review collected by and hosted on G2.com.

The main advantages are faster response times, 24/7 availability, and a reduced workload for human agents, which lets teams focus on more complex issues. It also integrates closely with Intercom’s platform, providing clear analytics and ongoing optimization that helps improve support quality over time. Review collected by and hosted on G2.com.

I honestly don’t have any real dislikes about Fin by Intercom. It’s built as a powerful, flexible AI support agent that can accurately handle a wide range of customer questions, work across multiple channels and languages, and integrate smoothly with existing support workflows. The way it automates repetitive tasks, delivers fast 24/7 responses, and gives teams clear visibility into support trends makes it a strong fit for many support organizations, without any major drawbacks from my perspective. Review collected by and hosted on G2.com.

What I like most about Fin by Intercom is how effectively it delivers high-quality, on-brand AI support at scale without sacrificing accuracy or control. In my daily work, Fin runs seamlessly within the Intercom ecosystem, drawing on existing help center content, conversation history, and established workflows. This keeps setup quick and helps minimize operational overhead. From a customer support perspective, Fin also resolves a high percentage of customer questions autonomously, which reduces ticket volume and frees human agents to focus on more complex or higher-value issues. Review collected by and hosted on G2.com.

What I dislike most about Fin by Intercom is that, while powerful, it can feel restrictive and costly depending on your team’s needs and scale. Fin’s cost per resolved conversation can become expensive for high-volume support teams, making ROI harder to justify without careful monitoring. Fin performs best only when your help center content is well-structured and up to date. Poor or sparse docs significantly reduce its effectiveness. Review collected by and hosted on G2.com.

What I like best about Intercom is how easy it is to handle customer conversations across chat, email, and in-app messaging from one clean dashboard. I use it in a business environment to support users, monitor incoming requests, and automate basic responses. The interface is fast, intuitive, and makes it simple to keep track of ongoing conversations without losing context. The overall experience helps reduce the workload during high-demand periods. Review collected by and hosted on G2.com.

The only downside I’ve noticed is that some advanced automations and configurations take time to fine-tune. Creating the perfect flow or custom routing sometimes requires trial and error. Also, pricing can increase quickly when you start adding more features. Despite that, the core platform works very well and is consistently stable. Review collected by and hosted on G2.com.

I like that Fin by Intercom is very versatile and easy to adapt, with just a good prompt, FIN can attend to customers as if it were another support agent. I like the voice functionality and how FIN can adapt to the type of agent I want it to be, which makes it more human. FIN's voice is very human, which results in added value and a more interesting experience for customers. I also appreciate the ease of setup, especially since we moved from Talkdesk to Intercom, the portability and ease of setup were straightforward. Review collected by and hosted on G2.com.

Sometimes Fin by Intercom is very general in its responses or fails to fully understand the customers. Review collected by and hosted on G2.com.

Fin allows my team to focus on high value initiatives while it handles basic support queries that can be easily resolved by AI.

Intercom invests a lot in this technology and puts it at the core of their product which is reassuring for the foreseeable future.

It's relatively easy to set up and if your knowledge base is strong and optimized for AI, you can expect very good results in terms of autonomous resolution of support tickets. (Help Center) Review collected by and hosted on G2.com.

The cost can quickly add up as you are being charged by resolution as opposed to a flat unlimited monthly rate, which can make it hard to anticipate. Review collected by and hosted on G2.com.

What I like best are High automation & scale

Fin can handle a lot of first‑level support automatically — repetitive questions, triage, basic troubleshooting — freeing up human agents for more complex tasks. This means faster response times and more consistent support. Review collected by and hosted on G2.com.

What I dislike is Accuracy on niche/specific questions is lower Fin depends a lot on how well your help‑docs / knowledge base cover a topic. If your content isn’t clear, detailed, or well‑structured, Fin may misunderstand or give incomplete answers. Users report that for edge‑cases or very particular product questions, Fin sometimes “hallucinates” or has to be rescued by a human. Review collected by and hosted on G2.com.

The vast keyboard shortcuts were the most helpful in the Intercom. Speaking with different customers makes your life faster and easier with just one click of a button, and you can already switch to a tab, or change your interface.

Another thing I love about Intercom is the new CoPilot feature. It is an AI but also user input so you are assured that you can modify your responses and choose from the best answers from your colleagues. Review collected by and hosted on G2.com.

It creates too many interaction. I hope it can identify and merge tickets immediately if a user created too many inquiries in a given instance. Review collected by and hosted on G2.com.

I really appreciate how Fin by Intercom helps me save time and keeps things organized. I find its workflows to be extremely time-saving, which I value the most. It also helps us refrain from constantly monitoring our chatbot, and it's nice to have responses recorded with names and emails. The biggest value proposition for me is the time-saving aspect, which is super helpful. Plus, having a place to train the AI and make it work the way we want, and being able to constantly iterate it, is super helpful. Review collected by and hosted on G2.com.

I think its critical thinking capabilities, which might be hard for an AI agent. But having to give it less direction to get our output would be helpful. I just wish the support team at Intercom was maybe a little bit more high-tech. Review collected by and hosted on G2.com.

Fin has been a great addition to our support workflow. It provides fast, accurate answers and helps reduce response times significantly. Our clients appreciate the immediate assistance, and our team can focus on more complex cases. The setup was smooth, and the quality of AI responses keeps improving over time — it really feels like an extension of our team. Review collected by and hosted on G2.com.

Fin is a helpful tool, but there’s still room to grow. Sometimes the answers feel too generic or lack the right context for specific client questions. Better control over tone and more training options to align it with our brand voice would make a big difference. Overall, it’s a solid product — it just needs more flexibility for teams managing complex, multilingual interactions. Review collected by and hosted on G2.com.