--- title: Fin Reviews meta\_title: 2900+ Reviews from the Intercom Community meta\_description: Read what the Intercom community has to say about different features, use cases, and pricing models. aggregate\_rating: rating\_value: 4.5 review\_count: 3901 scale: '5' date\_modified: '2026-08-12' parent\_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Fin Reviews & Product Details Visit Website Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews. * * * Product Website Fin Seller [Intercom, Inc.](https://www.g2.com/sellers/intercom-inc) Discussions [Fin Community](https://www.g2.com/products/fin/discuss) Languages Supported Arabic, Bengali, Bosnian, Bulgarian, Catalan, Czech, Danish, German, Greek, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Slovenian, Spanish, Serbian, Swedish, Turkish, Ukrainian, Vietnamese, Chinese (Simplified), Chinese (Traditional) Solution Type All-in-One Overview by Sergio Lee Show More ## Pricing Pricing provided by Fin. ### Fin with your current helpdesk $0.99 1 Outcome [ View More Pricing Information ](https://www.g2.com/products/fin/pricing) ## Fin Integrations (43) What do users say about integrations? 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agentic features compare to AI agents with similar capabilities. 99 Overall +33 above category avg Pros 99%Response Accuracy 75%Correct Escalation Rate 25%Wrong Escalation Rate Cons [ View AI Agent Performance Report ](/products/fin/performance) Powered by[![Swept.ai](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif)](https://swept.ai) ![Verified User in Manufacturing](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Manufacturing") UM Verified User in Manufacturing Mid-Market (51-1000 emp.) 6/15/2026 "Straightforward Setup, But Lacks Recommendation" 2/5 What do you like best about Fin? I like Fin because it's pretty technical and goes into quite a bit of detail. It's not overly sycophantic like some AIs can be and is pretty much straight to the point. It's also quite useful how it can include links to external sources to provide further details to the customers. Review collected by and hosted on G2.com. What do you dislike about Fin? I think it can be useful to perhaps reference some of our existing internal documentation videos that have been made, and perhaps, you know, you've altered the level of technical detail according to user. Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? I use Fin to test the efficacy of its database for support questions. It's technical and straight to the point, and it includes links to external sources for further details. Review collected by and hosted on G2.com. Show More Response from Kateryna Kharytonova of Fin [Editedit](https://www.g2.com/survey_responses/fin-review-12959975/official_response/edit) Hey there, Andrew here, I’m a manager on our support team. Fin should be recommending the right next steps to your customers, and if you aren’t seeing that I’d love to take a closer look. Often this comes down to how you have your Fin Guidance configured, and setting up guidance to reference particular resources in certain situations I believe would help with what you’re seeing here. Feel free to email me andrew.randazzo@fin.ai and we can partner on this one with you! 6/17/2026 Current UserValidated ReviewerIncentivizedSource: Seller invite ![ANSHUMAN P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ANSHUMAN P.") AP ANSHUMAN P. Intern Arts and Crafts Small-Business (50 or fewer emp.) 2/17/2026 "Fin By Intercom - Automate your resolution" 2/5 What do you like best about Fin? fin by intercom has a 7-phase process, and it's a AI agent that beats many common AI agents used currently Review collected by and hosted on G2.com. What do you dislike about Fin? the software takes to be needed to be trained before using efficiently. And the fact that you have pay 0.99 dollars for each resolution, and doesn't assure that the problem is solved Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? in a summary, for me, it is a huge help in the sector of company's support team, so a customer doesn't have to wait for their queries Review collected by and hosted on G2.com. Show More Response from Kateryna Kharytonova of Fin [Editedit](https://www.g2.com/survey_responses/fin-review-12372484/official_response/edit) Hey Anshuman, Aisling here, I lead Pricing at Intercom. Thanks for taking the time to share your feedback, we really appreciate it! You’re absolutely right that Fin needs trained before it works at its highest level. One of Fin’s core strengths is that it only uses the content, data, and tools you give it, which means you’re in full control. That does mean some initial setup is required, but it’s designed to be seamless. Many customers start by simply pointing Fin at their help center and can be live within minutes. From there, you can incrementally improve performance using insights and the Fin flywheel. On pricing, if Fin doesn’t fully resolve the conversation and the customer follows up, you don’t pay for that resolution, even if Fin partially helped. More broadly, across our dataset and industry benchmarks, $0.99 per successful resolution represents strong ROI compared to the human alternative and typically delivers a better customer experience as well. Fast, consistent, accurate answers (especially when customers need immediate help) tend to outperform long wait times and manual handling - unlocking both cost efficiencies and revenue opportunities. If this is something holding you back, we’d genuinely love to talk it through. Feel free to reach out directly at aisling.oreilly (at) intercom (dot) io Current UserValidated ReviewerIncentivizedSource: G2 invite AB Alex B. Founder and CEO Small-Business (50 or fewer emp.) 6/26/2025 "Fin falls short, low resolution rate, many open issues Intercom doesn't fix" 1.5/5 What do you like best about Fin? If we have a help article about the question a user has, then Fin usually finds it and paraphrases the help documentation to the user in a concise helpful way Review collected by and hosted on G2.com. What do you dislike about Fin? Fin doesn't achieve 65% resolution rate like Intercom guarantees, it only achieves 50.7%, and in truth its much lower since we often have to intervene and rescue conversations where Fin is unhelpful or hallucinates, and Fin still claims these as its resolutions and Intercom charges us for these despite us having to pay a human to resolve them properly. Also we have many open issues with Fin for months now: 1. Fin often closes conversations part way through as spam, so we have to manually review all its work 2. Fin often refuses to escalate to a human despite asking our user and our user indicating they want to talk to a human 3. Fin often gets stuck in loops and just tells the user the same answer over and over. Intercom blames this on us and says its an issue with our content. Ridiculous. When you have problems with Fin, Intercom makes it very hard to contact them about it, and they don't take responsibility for issues. You have to spend a lot of time talking to Fin before you can talk to a human. Then once you talk to a human 9 times out of 10 they find a way to avoid taking any responsibility for the issue, but if you push they eventually will acknowledge the issue, but then not fix it. Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? Ideally its meant to help customers with their support issues faster than a human. Review collected by and hosted on G2.com. Show More 6/27/2025 Current UserValidated ReviewerSource: Organic ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 12/12/2024 "Good for support, bad for User CRM" 1.5/5 What do you like best about Fin? There are 2 parts to my department, support and success. For support, intercom has been very helpful; however, for success it has been a nightmare. The sales representatives at intercom assured us that their platform can be used as a CRM and we fell for it. It is difficult to use, picks and chooses when to save data, and if a CSV is uploaded, intercom will delete other information randomly. Also, customer service at intercom is probably the worst I've ever encountered. Review collected by and hosted on G2.com. What do you dislike about Fin? See above - bad customer service, unreliable platform for CRM purposes Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? Intercom has been great for customer support. It is built into our interface and allows customers to access self service or contact our support team right away. Review collected by and hosted on G2.com. Show More Response from Kateryna Kharytonova of Fin [Editedit](https://www.g2.com/survey_responses/fin-review-10640547/official_response/edit) Hey there, Bobby here, I lead the customer support team at Intercom. I'm really sorry to see this. As a customer service company we want to model great Support. And the last thing we want is for anyone feeling mislead on the product. I want to try and fix this. We’re glad that you are enjoying our customer service platform. AI first customer support is our current focus area but we would love to understand how we can better suit your needs. Our own Success team uses Intercom (along with Salesforce), so maybe we can figure out a solution. If not, we can chat about downgrading (for just support) or refunding your subscription. You can email me at robert.stapleton@intercom.io. Thank you! Current UserValidated ReviewerSource: Organic ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") UC Verified User in Computer Software Mid-Market (51-1000 emp.) 3/7/2024 "Overwhelming, annoying but generally functional" 2/5 What do you like best about Fin? - Fairly intuitive interface for talking to customers who have reached out. - Nice "notes" feature. - Tickets are annotated with rich fields which makes it easy to catch up on context when chatting with a customer. Review collected by and hosted on G2.com. What do you dislike about Fin? - Really easy to lose track of tickets that get re-assigned, or threads you are only tagged in. - Cannot use the mobile app for some reason (can't login through SSO) - I do not understand the new "Status" feature and why it is useful to me. - I get random pings when the tab is open but when I switch to the tab I don't see any new messages for me specifically. Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? It's the interface that I use at my job to talk to customers who run into bugs or are experiencing issues using our product. I have to do this as part of an engineering on-call rotation. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Health, Wellness and Fitness](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Health, Wellness and Fitness") AH Verified User in Health, Wellness and Fitness Small-Business (50 or fewer emp.) 1/17/2024 "When it works, it's great. When it doesn't work, it is painstaking to a company." 2/5 What do you like best about Fin? When the chat feature works, it's a great tool for connecting with app users. It was also easy to set up the integration. Review collected by and hosted on G2.com. What do you dislike about Fin? It is not reliable. Often stops working our doesn't send out outbound chat messages to user base. Customer Support is not helpful. Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? Allows us to send outbound chats as well as app notifications to user base. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") UC Verified User in Computer Software Mid-Market (51-1000 emp.) 5/30/2023 "This tool desperately requires significant enhancements to catch up with the modern standards" 2/5 What do you like best about Fin? I appreciate the user-friendly interface of the intercom, resembling a dynamic two-way chat rather than a mundane email-like conversation. Review collected by and hosted on G2.com. What do you dislike about Fin? The reporting and managing the conversations is not easy on intercom. There are no predefined fields to map the tickets. They mainly use tags and tag is not an efficiant way to put a ticket in particular boxes. Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? Intercom solves various communication challenges by providing a centralized platform for seamless customer interactions, allowing efficient real-time conversations, personalized messaging, and comprehensive user data tracking. This benefits businesses by improving customer support, enhancing engagement, increasing conversion rates, and gaining valuable insights to optimize their services. Review collected by and hosted on G2.com. Show More Response from Kate Sugrue of Fin [Editedit](https://www.g2.com/survey_responses/fin-review-8156727/official_response/edit) Thank you so much for taking the time to leave us a review and let us know about your experience with Intercom. We have recently launched a number of support tool updates such as Tickets and Workflows and continue to invest in evolving these features. Feedback like this is extremely useful to our teams so I have shared it directly with the relevant people here. In fact, they'd love to speak with you further on this so, if you have time, please get in touch via the messenger and ask for Brian McKiernan. Thanks so much again, Kate (Intercom - Customer Advocacy) Current UserValidated ReviewerSource: Organic ![Javier O.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Javier O.") JO Javier O. Financial Services Mid-Market (51-1000 emp.) 3/30/2023 "Too clunky and assistance is not time sensitive" 1.5/5 What do you like best about Fin? I love the potential of this app; however, the execution is lacking, and the setup is abysmal Review collected by and hosted on G2.com. What do you dislike about Fin? real-time conversating with client prospects or customers and Intuitive AI-driven responses to practical questions Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? It allows us to redirect service requests to one end of the spectrum and filter sales opportunities Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Higher Education](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Higher Education") AH Verified User in Higher Education Mid-Market (51-1000 emp.) 5/23/2023 "Good product, lacking account management and billing support" 2/5 What do you like best about Fin? The live chat feature is good and our customers use it frequently. As a small support team we are able to triage inbound chats efficiently and with ease. Review collected by and hosted on G2.com. What do you dislike about Fin? When it comes to account management and billing, Intercom is terrible to work with. I have tried emailing and calling our relationship manager and can never get through. When they need something from us though, they expect an immediate response. Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? Live chat support embedded into our application. Review collected by and hosted on G2.com. Show More Response from Kate Sugrue of Fin [Editedit](https://www.g2.com/survey_responses/fin-review-8130604/official_response/edit) Thanks so much for taking the time to leave us a review. It sounds like you have had a frustrating experience, that's certainly not what we aim for. I'm going to escalate this feedback internally as we're always adapting and improving and both of these areas are being given specific focus right now. If you have the time, I'd really appreciate if you could share your details with me - just ask for Kate Sugrue in the Intercom messenger. Thanks again, Kate (Intercom - Customer Advocacy) Validated ReviewerSource: Organic DL Dan L. Customer success associate Mid-Market (51-1000 emp.) 11/16/2022 "Pretty solid but needs some improvement." 1.5/5 What do you like best about Fin? The best upsides are the library and app integration those really help. Review collected by and hosted on G2.com. What do you dislike about Fin? Some of the hotkeys in intercom interfere with normal typing ie. I am typing a message quickly and then suddenly the chat closes and I have to reopen it and type the message again. Review collected by and hosted on G2.com. Recommendations to others considering Fin: Further integration with 3rd party groups like upscope and also a homegrown built in option for macros for users and for companies. Review collected by and hosted on G2.com. What problems is Fin solving and how is that benefiting you? The integration of upscope does help assist customers having technical issues. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ## Questions about Fin? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Fin ](https://www.g2.com/products/fin/discussions/new) AL Aryan Liaghat • Last activity almost 2 years ago What is the best way to deal with emails sent to your personal email and getting into the help desk? 3 Upvotes 1 [ Join the conversation ](https://www.g2.com/discussions/what-is-the-best-way-to-deal-with-emails-sent-to-your-personal-email-and-getting-into-the-help-desk) ![Anuj Sawan R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Anuj Sawan R.") AR Anuj Sawan Rastogi • Last activity over 6 years ago While interaction can be audio visual emojies be developed 2 Upvotes 2 [ Join the conversation ](https://www.g2.com/discussions/15032-while-interaction-can-be-audio-visual-emojies-be-developed) [ View all Discussions ](https://www.g2.com/products/fin/discuss) ## Pricing Options Pricing provided by Fin. ### Fin with your current helpdesk $0.99 1 Outcome ### Fin with Intercom’s Helpdesk Starting at $29.00 1 Seat Per Month ### Copilot add-on $35.00 Per Month [ View More Pricing Information ](https://www.g2.com/products/fin/pricing) Fin Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_5155ef6198d17f22b7ba1ceb2a9db6fa/drift.png "Product Avatar Image") Drift 4.4/5(1,255) [ Compare Now ](https://www.g2.com/compare/drift-vs-fin) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image") Zendesk for Customer Service 4.3/5(7,019) [ Compare Now ](https://www.g2.com/compare/fin-vs-zendesk-for-customer-service) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_8eac408c131f013530178efd9a9ca600/freshdesk.png "Product Avatar Image") Freshdesk 4.4/5(3,758) [ Compare Now ](https://www.g2.com/compare/fin-vs-freshdesk) ##### ##### Fin Features Platform Customization Ticket and Case Management Ticket Creation User Experience Ticket Response User Experience Workflow Communication Channels Live Chat Support Communication Pop-up Chat Notifications Targeted Emails [ View More Features ](https://www.g2.com/products/fin/features) ## 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