--- 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: 3890 scale: '5' date_modified: '2026-07-27' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Fin Reviews **Vendor:** Intercom, Inc. **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.5/5.0 **Total Reviews:** 3,890 ## About Fin 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. ## Fin Pros & Cons **What users like:** - Users appreciate Fin's **quick and accurate responses** , significantly reducing support workload and enhancing query resolution. (435 reviews) - Users find Fin's **ease of use** exceptional, with intuitive navigation and helpful features simplifying the overall experience. (433 reviews) - Users value the **ease of use** of Fin, enjoying streamlined onboarding and effective conversation tracking features. (333 reviews) - Users value the **efficiency** of Fin, appreciating its easy integration and intuitive interface for seamless operations. (268 reviews) - Users appreciate the **automation features** of Fin, enhancing efficiency and client management without overwhelming support teams. (257 reviews) - Users commend the **excellent customer support** of Intercom, appreciating quick responses and educational webinars for enhanced service. (257 reviews) - Time-saving (198 reviews) - Intuitive (195 reviews) - Artificial Intelligence (192 reviews) - Customer Satisfaction (187 reviews) **What users dislike:** - Users find the lack of **missing features** in Fin limits usability and complicates user experience significantly. (152 reviews) - Users find Fin's **lack of nuance and outdated information** frustrating, often leading to verification with human support. (130 reviews) - Users find the **limited features** of Fin restrict their ability to fully leverage its capabilities and control. (123 reviews) - Users experience a **steep learning curve** with Fin, finding its setup and functionality demanding and complex. (115 reviews) - Users express concerns over Fin's **high pricing** , with many features requiring additional payment, leading to unexpected bills. (92 reviews) - Users report **poor customer support** , often experiencing delayed responses and frustrating agent handoffs that hinder effective assistance. (88 reviews) - Poor Understanding (86 reviews) - Complexity (85 reviews) - Inadequate AI Features (85 reviews) - Users feel the **limited customization** in Fin prevents tailoring features effectively to meet specific needs. (83 reviews) ## Fin Reviews ### 1. Easy to Train on Company Content, Seamless Zendesk Integration **Rating:** 3.0/5.0 stars **Reviewed by:** Leo D. | Director of Growth, TrustedForm, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2026 **What do you like best about Fin?** What I love most about Fin is how easy it is to train it on our company materials. You can feed it your documentation, help articles, and internal knowledge base, and it quickly learns to respond accurately based on that content. The integration with external tools like Zendesk is also seamless. It connects effortlessly and fits right into our existing support workflow without any major technical lift. **What do you dislike about Fin?** The main downside is that Fin sometimes doesn't strictly follow our exact workflow and escalation paths. When more complex or edge-case situations arise, it can deviate from the defined routing logic and escalation rules we've set up, which occasionally leads to tickets being handled inconsistently. More granular control over escalation paths and workflow enforcement would make it significantly more reliable for our team. **What problems is Fin solving and how is that benefiting you?** Fin is helping us streamline and simplify the onboarding experience by supporting new signups through their first interactions with our product. New users get immediate, accurate answers to their questions without having to wait for a human agent, which makes the onboarding journey smoother and reduces friction for people just getting started. **Official Response from Kateryna Kharytonova:** > Hey Leo, Andrew here, I’m a manager on our support team. The issue you mentioned around Fin not following your workflow or escalation paths is something we’d love to dig into further, often times this can come down to how your have your Fin Guidance and/or Workflow triggers configured. Would love to investigate this further for you to make sure you can see even more success with Fin in those complex or edge-casey scenarios. Feel free to email me andrew.randazzo@fin.ai and we can take a look at this together! ### 2. No idea what I'm meant to be reviewing here, a chatbot or a company? What is Fin? Bravo, CEO 🙄 **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Music | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Fin?** Workflow layout is pretty smooth and intuitive. **What do you dislike about Fin?** Account management would be a reason to leave the platform completely (if it were my choice to make). Lack of ability to merge user-user is a huge negative both in terms of workflow and for consistent admin. Have flagged this in the Support forums in a thread which has ~120 likes not aware anything is being done to resolve this. Would happily move back to Zendesk. **What problems is Fin solving and how is that benefiting you?** Conversations can now be merged (good) bu limited to tickets from a single user_ID, so absolutely not the merge fix actually required. I have multiple user_IDs associated with one email address and can't select which should be the main user_ID... so have to manually search user email address to check there aren't multiple tickets ongoing across different user_IDs. Absolutely horrible, and if our CX team was large it would be verging on unworkable. **Official Response from Kateryna Kharytonova:** > Hey there, Andrew here, I’m a manager on the support team at Fin (formerly Intercom). We’ve rebranded our company after our leading customer agent platform, Fin, however the name Intercom will still live on as the name of our customer service software. Appreciate your feedback regarding account management features in our platform, while we do have ways to identify and clean up duplicate user entries a ‘merge’ function isn’t currently available as you mentioned - that said as you mentioned this has been a popular feature request that I’ll be sure to raise again with our team. There have been account security reasons as to why we haven’t had that feature in the past, but I believe that in today’s day in age there can be different approaches we can take to accomplish this. Watch this space for updates in the future. If you have any additional feedback around the product, or what to discuss your experience with us in more detail please feel free to reach out directly andrew.randazzo@fin.ai. ### 3. Simplifies Setup, Needs AI Transparency **Rating:** 3.0/5.0 stars **Reviewed by:** Hunter A. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2026 **What do you like best about Fin?** I like that Fin by Intercom is simple to set up and easy to understand. I value the procedures a lot and find the data connections very helpful. **What do you dislike about Fin?** It's not easy to see what the AI is thinking. I wish I could be able to go back and see how it's thinking. And have an interactive tool to be able to tell Fin, hey, this is where you messed up. This is what needs to change. How do we need to change that so that you don't answer this way in the future? It just became a little bit difficult to help improve it over time. And it sometimes gets messed up with all the context, I feel like. And I struggle to know what is causing the issues. **What problems is Fin solving and how is that benefiting you?** Fin by Intercom helps my support team by reducing the strain from incoming questions, making it easier to manage responses. ### 4. Great UI, but struggles with end-to-end support **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Fin?** Fin has great UI, it works extremely well for basic questions, providing intelligent, customised answers for customers that a human support agent could not produce so quickly. **What do you dislike about Fin?** It can’t handle end-to-end needs easily for a startup in the position we’re in, especially since we’re using a clunky in-house admin system that can’t be integrated. That isn’t Fin’s fault, but it’s still a limitation for me. When I trialled Fin, the responses it produced also weren’t as intelligent as I’d expected. We have two very different customer bases, and it mixed them up quite a lot. **What problems is Fin solving and how is that benefiting you?** It's been fantastic as an Intercom customer and performs extremely well in terms of building out our support system - as Intercom's customer support used to be extremely slow and unreliable. **Official Response from Kateryna Kharytonova:** > Hey there, Andrew here, I’m a manager on our support team. I’ve definitely seen our customers be successful in connecting Fin to in-house admin systems, I’d be curious to find out more about where you’re seeing gaps. Feel free to email me andrew.randazzo@fin.ai if you’d like to connect further on this! ### 5. Intuitive Tool with Room for Improvement **Rating:** 3.0/5.0 stars **Reviewed by:** Tina H. **Reviewed Date:** February 05, 2026 **What do you like best about Fin?** I like the user experience of Fin by Intercom, and it feels pretty intuitive to use. The AI functionalities are cool, and I also appreciate the workflows. **What do you dislike about Fin?** The distributor field is hard to auto-map, which affects how we make automations and workflows to categorize tickets. If there was a better way to map it, it would really help us. We prioritize certain distributors and have workflows that mark a ticket higher priority due to the distributor. Right now, we look at the email domain, but if there was a way to map the distributor automatically, it would help us a lot instead of specifying the email domain in the workflow. Also, I wasn't part of the initial setup, but it took a couple of months to set up properly and it seemed like there were lots of hiccups. **What problems is Fin solving and how is that benefiting you?** Fin by Intercom helps us organize our tickets, makes ticket assignment easier, and provides reporting. ### 6. Inconsistent Performance, Needs Better Language Support **Rating:** 3.0/5.0 stars **Reviewed by:** Boel A. **Reviewed Date:** January 27, 2026 **What do you like best about Fin?** I like when Fin by Intercom gets it right because it can provide very good answers to people's questions. When it answers correctly, we don't even have to read the responses ourselves. **What do you dislike about Fin?** I have a lot of problems with Fin by Intercom. We need to work on a new workflow since it only handles very simple questions. We face language issues because we work in four different languages, and Fin struggles with that. There's no integration with our systems, and it doesn't take all the incoming messages, which causes a lot of problems. Although the initial setup was okay with help from Intercom, we don't feel we get the ongoing support we need, and we might need to hire another company to make this work properly. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom for very simple questions in customer support. When it gets the answers right, it can handle questions well, so we don't even have to read the answers. **Official Response from Kateryna Kharytonova:** > Hi Boel, Andrew here, I’m a manager on our support team. Fin should be working a lot smoother than it has been for you - I’m going to have our team take a deeper look into the setup, translation, and integration issues you flagged here so we can set you up for success moving forward. I reached out to you directly via the support conversation you have with our team and we will be in touch there with next steps as soon as possible. ### 7. Solid Efficiency with Occasional Flaws **Rating:** 3.0/5.0 stars **Reviewed by:** Will J. **Reviewed Date:** January 26, 2026 **What do you like best about Fin?** I like that Fin by Intercom provides a lot of great information for users and connects them to the correct help tutorials most of the time. It gives accurate responses and works out questions effectively, solving the need to use teammates for every single query. The system does a pretty solid job of accurately serving the information we need, offering good follow-up when additional questions are asked by customers. It helps take the workload off different reps, giving them more time to focus on other tasks. **What do you dislike about Fin?** I think it's expensive. The system seems very cost prohibitive, especially for smaller businesses, and didn't work as well, which is why we ended up choosing another provider that was a little more affordable. Fin by Intercom occasionally answered incorrectly on things or just confused users and made situations worse rather than better. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom to provide users with accurate information and tutorials, reducing the need to involve my teammates for every question. It handles follow-up questions well, freeing up time for my team and lightening their workload. ### 8. Solid AI assistant with smooth integrations, but pricing remains a concern **Rating:** 3.0/5.0 stars **Reviewed by:** Edvinas B. | Customer Support Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2025 **What do you like best about Fin?** As a support team lead, I value how seamlessly Fin integrates into our existing Intercom environment. The setup is straightforward, and it requires minimal additional training for agents. Fin handles a high volume of repetitive inquiries effectively, freeing up my team to focus on more complex cases. I especially appreciate the ability to feed it our own help center content and control how it responds, which makes it much easier to maintain consistency in tone and accuracy. **What do you dislike about Fin?** The main drawback is cost. Compared to other AI chatbot solutions we’ve evaluated, Fin’s pricing feels high, especially for teams handling large ticket volumes. While the quality of answers is strong, the per-resolution model can become expensive quickly, and it makes forecasting support costs harder. More flexible pricing options or bundled plans would make it a more accessible solution for growing support teams. **What problems is Fin solving and how is that benefiting you?** Fin helps us deflect a significant portion of repetitive questions that would otherwise take up valuable agent time—things like login issues, basic troubleshooting steps, and plan clarifications. By handling these routine interactions instantly, it shortens response times for our customers and allows my support team to dedicate more focus to complex or high-priority cases. This not only improves our overall efficiency but also has a noticeable impact on customer satisfaction, since customers get faster answers and agents avoid burnout from repetitive tasks. **Official Response from Kateryna Kharytonova:** > Thank you for using Fin and for all this feedback. re: forecasting/predictability, this is a common challenge, and we've a few ways to help with this which our sales team can talk through with you (e.g. buckets, limits etc). ### 9. Streamlined Simple Queries, But Challenging Setup **Rating:** 3.0/5.0 stars **Reviewed by:** David S. **Reviewed Date:** February 17, 2026 **What do you like best about Fin?** I like how Fin by Intercom is easy to use. It's great that I can plug it into a workflow and it can handle procedures for more complex tasks. I value the procedures feature because it allows us to take simple agent tasks that involve multiple steps and a lot of time, and lets Fin complete them. **What do you dislike about Fin?** I find that Fin by Intercom doesn't always follow guidance, making it difficult to troubleshoot certain things. Also, the initial setup was very difficult. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom for customer support, answering simple customer questions, and completing complex tasks efficiently by plugging it into workflows using procedures. **Official Response from Kateryna Kharytonova:** > Hi David, Andrew here, I’m a manager on our support team. I know your initial setup could have been smoother and I met with a few members of your team last year to discuss this in more detail to shed more light on what occurred to make things smoother since then. Regarding Fin Guidance I know you’re working with our team on this already and are in great hands but if you’d like to discuss further feel free to reach out directly andrew.randazzo (at) intercom (dot) io and we can chat in more detail. ### 10. Faster Responses and Less Manual Work, with Room to Grow **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 01, 2026 **What do you like best about Fin?** I don’t have extensive experience using Fin, but I’ve noticed a significant improvement since it was first released. I like that, from a customer perspective, you receive a quick response, and it can handle some of the initial queries before a human picks up the ticket. **What do you dislike about Fin?** It’s useful for simple queries, but it can struggle with context and give inaccurate or overly generic responses in more complex situations **What problems is Fin solving and how is that benefiting you?** It helps automate simple, repetitive queries, reducing team workload and improving response times for customers. Unfortunatly, we aren't able to utilise it to the best of it's abilites at the moment. ### 11. Assessment of FIN's Effectiveness in Ticket Resolution **Rating:** 2.5/5.0 stars **Reviewed by:** Edson C. | Developer Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2025 **What do you like best about Fin?** I believe that in our case of ustomer Support, FIN demonstrates a moderate level of accuracy. Speaking in numbers, approximately 25% of the tickets are resolved by it. While this isn’t a bad result, I believe it could be improved to exceed 30%. It is easy to use; however, the implementation is somewhat labor-intensive, as it requires continuous result refinement. In our case, FIN is used daily in the automated workflow. We use it across various workflows and features, and its integration into the flow was straightforward. **What do you dislike about Fin?** Sometimes, its response ends up being quite out of context and doesn't add any value to solving the ticket. **What problems is Fin solving and how is that benefiting you?** FIN helps us reduce the initial load on our support team by automatically handling a significant portion of recurring and low-complexity inquiries. It provides instant answers to users, which improves our first-response time and customer satisfaction. Additionally, it allows our agents to focus on more complex or high-priority issues, increasing the overall efficiency of our support operations. **Official Response from Kateryna Kharytonova:** > Hi Edson, Bobby here, I lead the support team at Intercom. The average resolution rate across our customer base in 59%. We'd love to chat with you and help get your setup well above 30%. It's true that Fin requires ongoing management and refinement, so that's why we make all settings and optimization available in-product. And we're adding features+automation to make it easier and easier. If you want to chat, feel free to email me at robert.stapleton@intercom.io Thanks! ### 12. Can handle most of the easy questions **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2025 **What do you like best about Fin?** If the user is asking questions about content in FAQs, it does a good job of pulling for that and applying it to the question being asked. If I had to guess, most of the questions Fin handles on a daily basis are questions like this **What do you dislike about Fin?** Most of the time, what prompts us to go to Intercom's support chat is some sort of edge case bug or issue that we couldn't find in FAQs or elsewhere online. Therefore, I feel like my Fin AI "success rate" is pretty low to how often it can answer my question **What problems is Fin solving and how is that benefiting you?** I don't know if I would trust Fin for my business. Our users are not as tech-forward and would have very little patience interacting with an AI. As an Intercom user, however, Intercom support chat's wait times are horrific so it's nice to have Fin AI so it can at least try to give me an answer. ### 13. Great Assest to our team **Rating:** 3.0/5.0 stars **Reviewed by:** Lilly M. | Residential Sales, Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Fin?** I like how consistent the program is. I know exactly how it is integrated into our workflow and can depend on it to get the work done. **What do you dislike about Fin?** Sometimes it can respond like a robot. I think I would like it to have more personality. **What problems is Fin solving and how is that benefiting you?** We can have an array of lines of communication with our clients, Fin really helps streamline the process and can get everyone helped in a timely manner. ### 14. Solid for AI support, but older features are fading **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** July 18, 2025 **What do you like best about Fin?** We’ve been using Fin by Intercom for a while now, primarily to handle inbound support queries using AI. On that front, it’s doing a decent job - setup was relatively painless, the integration with our help center was smooth, and it handles common customer questions with a good level of accuracy. The conversational flow feels more natural than other bots we’ve tried. That said, the product feels very focused on pushing new AI-first capabilities at the expense of older, still-useful features. One notable example is Surveys/Product tours, which used to be a valuable part of our support stack. It’s been effectively sidelined — there haven’t been any meaningful updates in ages, and support around it feels minimal. If you were relying on Intercom for feedback collection or structured post-resolution insights, you might be disappointed. Also worth noting: while Fin can deflect a fair number of tickets, any edge cases or nuanced issues still get escalated to agents pretty quickly. You’ll still need a human support layer. **What do you dislike about Fin?** - users get frustrated when they want to talk to a user and need to go through Fin - would appreciate more suggestions around what article needs updating or should we create to get ahead of questions. **What problems is Fin solving and how is that benefiting you?** - Quick setup and solid performance on common queries - Tight integration with Intercom’s help content - Modern AI capabilities that are improving over time ### 15. My Experience with Learning and Using Fin **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Fin?** A few things I like about Fin are how easy it is to set up. Super simple to find what you need to modify and make it your own. Another thing I like is testing area and the configure options you have based on users. Great to see how the content you've used to supplement Fin is working in real time. Also makes it easy to get additional team members included to run their own testing. **What do you dislike about Fin?** I feel like there could be more customization options when it comes to responses as well as chatbot configurations. **What problems is Fin solving and how is that benefiting you?** It is solving for capturing prelimiary questions before being directed to a live agent. With this implementation we've already seen a reduction in handling and closing times, additionally we are seeing that we're sending less amount replies before reaching to a solution with our users overall. ### 16. Started using Fin Workflows **Rating:** 3.0/5.0 stars **Reviewed by:** Emmett M. | Chief Product Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2025 **What do you like best about Fin?** With Workflows, we're able to better serve customers of our smartphone app in different projects / locations by customizing their experience. **What do you dislike about Fin?** I'm not really using the AI resolution feature, but the Messenger interface makes it seem like an AI Agent is answering all the queries. I was able to change the icon but it still says AI Agent. Wish I had more control over that. **What problems is Fin solving and how is that benefiting you?** Cusomtized chatbot responses for our different customer segments, users in different locations. ### 17. Why retype the instructions on how to make a wheel, why AI makes support easier **Rating:** 2.5/5.0 stars **Reviewed by:** Peter M. | Technical assistant to CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2025 **What do you like best about Fin?** Getting over the initial block of how to write the answer in a way that the customer understands. Help making a nice sounding draft that the customer finds easy to read and nicely worded which makes customer support questions easier. Also the make draft feature is an amazing tool. **What do you dislike about Fin?** It is for some reason relatively hard to convince my non-techy support team to make drafts with it on the regular since "copilot is somewhat hidden" **What problems is Fin solving and how is that benefiting you?** Currently we don't have that many copilot responses (a few more free onse would be nice to convince my boss to start paying for the service) but it definitively helps cut down on time for the more repetetive/recurring questions by a lot. **Official Response from Kateryna Kharytonova:** > Hey Peter, Bobby here, I lead the support team at Intercom. I'd love to help offer advice / chat through the blockers with your Support team. Or hear any feedback on Copilot. if you want, you can email me at robert.stapleton@intercom.io Thanks man! ### 18. Overall, a satisfactory platform with certainly a scope of improvement! **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2021 **What do you like best about Fin?** Ability to easily train the bot on basic queries to support the self-serve aspect. **What do you dislike about Fin?** Doesn't support automation of complex or advanced queries/issues. **What problems is Fin solving and how is that benefiting you?** We are using it as a chat solution for both our Sales and Support teams. ### 19. FIN needs more training **Rating:** 2.5/5.0 stars **Reviewed by:** Steven B. | AI assistant project, Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Fin?** The answer is fast and it gives the article with the information. **What do you dislike about Fin?** The answer is fast but sometimes it does not answer what I asked. **What problems is Fin solving and how is that benefiting you?** It answers the questions I ask very quickly with the article of the info, however sometimes when I need an agent it confirms "Do you need an agent?" ### 20. Human over AI **Rating:** 2.5/5.0 stars **Reviewed by:** Amir D. | Customer Success Specialist and Financial Operator, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2025 **What do you like best about Fin?** It is great in handling general tasks for very basic questions from customers. **What do you dislike about Fin?** It is unable to help with more specific questions from customers and often struggles to give accurate answers to that, another issue that customers face is the human touch, customers generally prefer to speak to a person instead of an AI, so while the answer might be the same for a specific question, customers tend to prefer the response made by another human. **What problems is Fin solving and how is that benefiting you?** General questions, customers tend to sometimes ask questions that are easy to answer and even repetitive, Fin helps a lot on those repetitive questions. **Official Response from Kateryna Kharytonova:** > Hey Amir, Andrew here, I’m one of the managers at Intercom supporting Fin. What really separates Fin from other AI agents is the ability to handle those more specific questions you mentioned from your customers. I took a look at your account and it doesn’t look like you’ve been in touch with our team recently about this, feel free to email me at andrew.randazzo@intercom.io and I can help coordinate a walkthrough of your setup with your team to ensure you’re getting the most out of it. ### 21. A powerful and customisable tool that nevertheless wasn't sophisticated enough for our purpose. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Fin?** I was impressed by the different options to customise Fin, such as providing it with custom answers to specific questions it might receive and building in automated workflows. These features take it from a standard AI to a powerful customer support tool. **What do you dislike about Fin?** The primary downside for our use case is that it's not possible to limit Fin to specific answers/definitions. Even if you only allow it access to certain information source, it will still answer customer questions as if it has the answer, even when the answer is wrong. As ours is a field that requires strictly accurate answers, we can't afford an AI that might hallucinate an answer, we'd rather it say "I don't know" or "I can't provide an answer". Although this can be partly mitigate by providing custom answers, there's no way to account for every possible question that a customer might ask. **What problems is Fin solving and how is that benefiting you?** Unfortunately, we weren't able to turn Fin on live to our customers due to the issue of possible hallucination. To be fair, I think that it would be a very useful tool for most companies, but the field we are in is governed by strict regulations about what information can be provided to users. **Official Response from Kateryna Kharytonova:** > Thanks for the feedback on Fin! We absolutely understand the importance of providing accurate information to customers, especially considering your use case. You might look at adding some more specific guidance for Fin to follow using our Guidance feature. https://www.intercom.com/help/en/articles/10210126-provide-fin-ai-agent-with-specific-guidance Guidance allows you to to set clear rules for Fin to follow, including when to escalate sensitive issues to your team or rules around what Fin should say or do. Please reach out to our team via the Messenger or by emailing support@intercom.com if you’d like to chat further! ### 22. Works decently sometimes **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Fin?** Good for very simple queries. Access to knowledge base is helpful, and degree of automation through workflows and tagging is helpful. **What do you dislike about Fin?** For medium to more complex questions (I need to do X which is not clear how to do this), the results are MANY times incorrect and have led me astray. Incorrect answers by Fin actually led to some critical issues with customer experience later on. **What problems is Fin solving and how is that benefiting you?** Able to automate basic workflows at a fairly rudimentary level. This allows us to set up logic that minimizes amount of manual work that needs to be done. ### 23. Integrated Experience, But Room for Improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2025 **What do you like best about Fin?** It feels fairly integrated and doesn't require much extra work on my end. **What do you dislike about Fin?** No dislikes at the moment. It's going well. **What problems is Fin solving and how is that benefiting you?** Right now we are preparing to use it to help with chat. ### 24. Still getting things wrong **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Fin?** It's speedy and effcient in answering simple questions. **What do you dislike about Fin?** Our products are complex, and creating documents to explain them to Fin is time consuming. It's ability to scan our website to learn is not robust enough for it to learn how our products build out in order to explain the bulk of queries. **What problems is Fin solving and how is that benefiting you?** Speedy responses to small business queries. ### 25. For such money, there are cheaper and more effective tools. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2025 **What do you like best about Fin?** It's already made, so you don't have to develop anything yourself. **What do you dislike about Fin?** Price is pretty steep, so it is cheaper to create your own chatbot in the long run. **What problems is Fin solving and how is that benefiting you?** It can answer basic questions that consumes a lot of customer support time. ### 26. Expensive but effective tool **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2025 **What do you like best about Fin?** Answer's are not bad, quick, and easy understandable for the users **What do you dislike about Fin?** Fin is very expensive, hard to implement **What problems is Fin solving and how is that benefiting you?** It was solving easy questions for us. **Official Response from Kateryna Kharytonova:** > Thanks for the feedback - for the vast majority of customers Fin's price enables incredible ROI, both in cost reduction and in benefits of improved customer experience. We are sorry to hear setup wasn't as easy as it should have been for you - we are constantly improving this and are here to help too at any time. Feel free to email me directly at andrew.randazzo@intercom.io with more information so I can take a closer look and make this right. ### 27. Intercom Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 13, 2024 **What do you like best about Fin?** Intercom's main screen is user-friendly and I love that I can toggle between light and dark screens. It also is easy to navigate between your inbox and other inboxes. There are several features available for use that have been super great for campaigns to customers. The best feature is the bot or fin. It's super trainable and we currently have a 70% resolved score. **What do you dislike about Fin?** It is difficult talking to support, each person comes back with a different answer and sometimes it takes days to get a response back or no response at all when trying to contact a human. Due to this getting new feature add-ons is a pain and the add-ons are very expensive. We also weren't aware we had as many features as we did within our initial subscription. The biggest pain point myself and my team has is with reporting. The reports are confusing and when we try to recreate custom reports for teams, they never align with pre-made reports. We always just hope the numbers are accurate. Tagging for reports is not ideal and it would be great if you could just separate reports by teams. **What problems is Fin solving and how is that benefiting you?** Intercom has helped us tremendously with easy questions and conversations. The chatbot we have trained saves us over 600 human working hours monthly, which is huge. It has also been great fro running campaigns to customers. **Official Response from Kate Sugrue:** > We're glad to hear that you find Intercom's user-friendly interface and customizable features helpful for your campaigns and customer interactions. We appreciate your feedback about the difficulties you've experienced with support and reporting - I've made sure that these have been escalated to the right stakeholder internally. We're constantly working to improve our support and reporting features, and your input will help us in that process. If you'd like to share your details with me I can look into this further - just drop an email to advocacy@intercom.com :) ### 28. There's a room for development - reports and assignment, as well as support quality **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 28, 2023 **What do you like best about Fin?** often updates - we may request a feature and eventually, it will be implemented Design - the overall look of the intercom is pleasant to look at **What do you dislike about Fin?** support - they have no knowledge about their product. it takes 3 days in chat to explain the problem and to get an answer. everything should be double-checked cos the support offer provides incorrect answers. The same goes for our "customer success manager" - we had to almost argue with him over video call to prove that the explanations in their help centre is not correct (not how it works in reality) **What problems is Fin solving and how is that benefiting you?** AI bots, online chat support, email support - we provide all range of customer support replies and use Intercom for that ### 29. Complicated platform to use **Rating:** 2.5/5.0 stars **Reviewed by:** Mateus P. | Redator de marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2023 **What do you like best about Fin?** The centralization of user communication The possibilities of sending different types of messages and interacting with customers through various formats, such as chats, emails, posts, and similar. The organization of data and information. **What do you dislike about Fin?** I find the platform somewhat unintuitive at times, which requires more time to perform simple operations, such as database segmentation and email scheduling. Additionally, there is difficulty in opening support tickets and the platform frequently presents bugs. **What problems is Fin solving and how is that benefiting you?** Communication with the client Support with the user Organization of information about the platform's users **Official Response from Kate Sugrue:** > Hello Mateus, Thank you for taking the time to leave us this review! I'm glad to know that Intercom is helping you centralize communication with your customers and provide support to users across various channels. It's really interesting to know that you find our interface somewhat unintuitive at times, as we usually hear the opposite! The same goes for the issue of bugs. I will pass this information on to the responsible teams internally so they can investigate further. We have good news about our ticketing features - I can't spoil the surprise, but keep an eye out for new features soon. Thank you again, Kate (Intercom - Customer Advocacy) ### 30. Product Experience Lead **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2024 **What do you like best about Fin?** To have all in one platform and the way we can use among teams inside Company. **What do you dislike about Fin?** Some extra paid features that would be nice to have onboard. **What problems is Fin solving and how is that benefiting you?** Communication with users or leads. We can filter by atributes and send tailored content. **Official Response from Kateryna Kharytonova:** > Hi there, Darragh here - I'm CTO at Intercom, and have taken on responsibility for pricing. I’d like to learn a little bit more, and see how I can potentially support you better as a customer. Please contact me at darragh@intercom.io. We’ve been actively overhauling our entire approach to pricing, packaging and selling, and at the core of it, is a focus on actual value and usage - it’s likely you are on some old model - I’d love to validate whether our new approach might make things much better for you? ### 31. So much potential to customize **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2023 **What do you like best about Fin?** Flexability to tailor to our business needs **What do you dislike about Fin?** Customer Support is very limited, the "per resolution" cost is high for a highly scaled solution, the implementation has been difficult (thus the problems with Customer Support) **What problems is Fin solving and how is that benefiting you?** Customer support and prospecting (engage to book a meeting) **Official Response from Kate Sugrue:** > Thank you so much for taking the time to leave us this review. I'm glad that you have found Intercom so flexible and suitable for your needs. I'd also love to dig a bit more into your support experience with us as it doesn't sound like you have had the level of experience we aim for and pride ourselves on. If you're happy to do so, please get in touch via the messenger and ask for Kate Sugrue - one of our reps will make sure you get through to me :) Thanks! Kate (Intercom, Customer Advocacy) ### 32. Review from Nick **Rating:** 2.5/5.0 stars **Reviewed by:** Nick C. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 28, 2023 **What do you like best about Fin?** It is pretty simple.. Not sure what else to add **What do you dislike about Fin?** I do not fully see the value for the money we pay. When I go to use a new feaure, I feel like I am asked to pay more **What problems is Fin solving and how is that benefiting you?** Managing customer engagment **Official Response from Kate Sugrue:** > Thank you so much for taking the time to leave us a review Nick. I'm glad to hear you find the product so simple to use! We hear you on our pricing and paywalls - it's something we're actively working on. In fact, we've just launched our new pricing based on feedback from customers, with the added benefit of reducing paywalls as more of our add-ons are built in. Realistically, it's not possible to remove paywalls altogether as we want to ensure customers can use and pay for the features that are right for them. I am happy to connect with you to listen to you feedback about our pricing/paywall and discuss whether our new pricing suits your needs. Please feel free to reach out at karthik.mahadevan@intercom.com. Karthik ### 33. Like the ease with which I can reply to support tickets **Rating:** 2.5/5.0 stars **Reviewed by:** Sainath S. | Member Of Technical Staff, Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2023 **What do you like best about Fin?** Not many steps involved in just replying to a ticket **What do you dislike about Fin?** Search function just does not work. Trying to use the Search icon to search across conversations is frustrating and mostly hangs the entire page. It's been this way for 2 years. Sadly no one has bother to fix it. Either hangs or returns no results or irrelevant results. Searching across tickets should be a very basic thing IMO **What problems is Fin solving and how is that benefiting you?** We run our support email and chat support on intercom **Official Response from Kate Sugrue:** > Thanks you so much for taking the time to leave us a review Sainath! I'm glad to hear you find our interface easy for responding to your chats and emails. I'm going to flag your feedback on the search functionality to our product team - they might reach out to you for more details on what you're seeing and the experience you would expect. We're always working on our product, as I'm sure you've noticed from the volume of updates we've been shipping. It's feedback like this that makes it possible. Thanks again! Kate ### 34. very changing **Rating:** 3.0/5.0 stars **Reviewed by:** Ali A. | customer service representative, Small-Business (50 or fewer emp.) **Reviewed Date:** December 25, 2022 **What do you like best about Fin?** I really like the shortcuts. They make sense and are very easy to get around. I like the design of the inbox, which makes perfect sense. **What do you dislike about Fin?** I dislike the constant updates and the lagging that occurs pretty much once a week. **What problems is Fin solving and how is that benefiting you?** I work in a customer service department and it is perfect for the chat task and communicating with other teammates ### 35. Review as a Customer Care Specialist **Rating:** 3.0/5.0 stars **Reviewed by:** gennaro m. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** June 02, 2022 **What do you like best about Fin?** The assistance I have had so far in case of difficulties in using the chat features, and the fact that you also get the messages in the email **What do you dislike about Fin?** It is not particularly intuitive; many of the features could be integrated into the chat page. E.G. you can't add the client's email while you are chatting with them unless you change pages. The page regarding days and times when you are available would also need to be improved by splitting the different options that are in the trigger menu. Moreover, too many features are blocked if you don't do any upgrade **What problems is Fin solving and how is that benefiting you?** I didn't know how to enter the client's email when it was missing, but you give very good support, you explained me how to do it and now I am sure that the messages will be read by the client if not in chat definitely in email **Official Response from Eabha O'Sullivan:** > Hi Gennaro - thanks for taking the time to leave Intercom a review, we really appreciate it. We also appreciate you taking the time to give us feedback, I can see how these features and improvements could be really useful, especially without having to upgrade. I will let our product and billing team know this feedback. Thanks, Eabha (Customer Advocacy) ### 36. Good for Finding the User Status **Rating:** 3.0/5.0 stars **Reviewed by:** Shiva K. | marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Fin?** One thing I really liked is finding the location of the users be it city, region, or country and all the user flow it gives as in what all landing pages the user have explored. **What do you dislike about Fin?** They can improve on showing more analytics and metrics of the user's behavior and what content pieces they are been engaged in and the level of touch points that are served to them. **What problems is Fin solving and how is that benefiting you?** Intercom helps us in finding the user journey right from the website visit and figuring out the location, all the page views, and much more other relevant helpful fields **Official Response from Kate Sugrue:** > Hi Shiva, Thanks for taking the time to review Intercom and for your feedback on out analytics. Our reporting features are a constant focus and we continue to make ongoing improvements which you can check in on at inter.com/new. Thanks again, Kate (Intercom - Customer Advocacy) ### 37. Great Platform for Customer Communication / Needs work for Lifecycle & Retention **Rating:** 3.0/5.0 stars **Reviewed by:** Andy B. | S, Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2022 **What do you like best about Fin?** Easy to set up In-App posts. It also is great for segmentation of the audience and mobile set-up. The core of the product is the live chat and communication on web, but we do not use it. **What do you dislike about Fin?** Intercom is not built for true email or lifecycle marketing. The email tool is very old and the reporting on emails is not there. There isn't a way to build easily a robust multi-channel program without the sacrifices of some channels. **What problems is Fin solving and how is that benefiting you?** Email builder, deep reporting on a subscriber level, easily change tracks based on email behavior or engagement. No integration with common ESPs or easy to set up without additional fees. Intercom to should be able to send data more easily then it offers. **Official Response from Eabha O'Sullivan:** > Hi Andy - thanks for taking the time to leave Intercom a review and letting us know what you like. We also appreciate your feedback around email and lifecycle marketing - I will pass this feedback onto our product team. Email has become a big focus for us and we've made a number of updates in the last few months to the product, including dynamic content but I would hope you will see a few more in the coming months that will help your business. Thanks, Eabha (Customer Engagement) ### 38. The change from Intercom to Sprout on networks **Rating:** 2.5/5.0 stars **Reviewed by:** Melissa T. | CX Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2022 **What do you like best about Fin?** It has very good integration with users and personal data is displayed easily. **What do you dislike about Fin?** It is not possible to configure so that there isn't an automatic bot after each response that rates us, and Twitter images cannot be seen. **What problems is Fin solving and how is that benefiting you?** It primarily helps us to respond to queries that are not related to networks. ### 39. Pricing is far from transparent, support not flexible **Rating:** 2.5/5.0 stars **Reviewed by:** Ján B. | Head Of Business Development, Small-Business (50 or fewer emp.) **Reviewed Date:** September 05, 2022 **What do you like best about Fin?** The chat feature works quite well. UX is good. **What do you dislike about Fin?** Communication regarding what is included in the upgrade was not transparent, and only after we signed the contract, we realized that several important features (such as bots) are included in the "custom" plan. **What problems is Fin solving and how is that benefiting you?** Client support & automation ### 40. Its good but everything seems to be an add-on. Even some basic reporting functionality is an add-on. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2020 **What do you like best about Fin?** It's a simple system to use in most cases, and the articles are excellent - being able to house your help center is a plus. **What do you dislike about Fin?** The system can be extremely tricky to navigate - and a lot of the time icon descriptions don't make sense. Every little thing costs more - and it can get VERY pricey. Even the ability to create a dashboard in reporting will cost you more. Also more and more customers are asking for a ticketing system over chats - it would be good to integrate both of these functions (like Zendesk does). **Recommendations to others considering Fin:** A great system that, if set up correctly, is really set and forget - however the incoming chats can get overwhelming pretty quickly. **What problems is Fin solving and how is that benefiting you?** We use intercom for help articles, chat, sales leads and demo requests **Official Response from Kate Sugrue:** > Thanks for taking the time to leave us this review! It's so great to hear that your customers are loving Intercom and that it's helped you streamline your support and acquisition process. I also really appreciate your feedback on our navigational icons, I'll make sure to pass it on to our product design team. Thanks again, Kate (Intercom - Customer Engagement) ### 41. Intercom Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 12, 2022 **What do you like best about Fin?** It is ok, provides another channel of communication for customers **What do you dislike about Fin?** I hate that it creates a new case in Salesforce everytime someone responds within the chat. It creates 3+ cases when it should really just be 1. **What problems is Fin solving and how is that benefiting you?** It provides another means of communication for customers. ### 42. The turnaround time for a response is way too long **Rating:** 2.5/5.0 stars **Reviewed by:** Ulysses R. | Prescription Concierge Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2022 **What do you like best about Fin?** The system itself is awesome and very easy to navigate. **What do you dislike about Fin?** The turnaround time for a response takes way to long. **What problems is Fin solving and how is that benefiting you?** Intercom is great with its integration with AirCall. ### 43. Great chatbot, average everything else **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 02, 2022 **What do you like best about Fin?** Intercom is amazing when it comes to what it has been built for primarily - conversational marketing via chatbots and popups. The playbooks are a nice way to get started, and it's easy to set everything up in under 1 to 2 days. **What do you dislike about Fin?** We've paid for the product tour feature that doesn't really work for our product (they declined a refund for an annual subscription). As a result, we have a subpar onboarding experience and I would recommend looking into the competition. Not only they do not work for all use cases, but are also pretty buggy and expensive for what one is able to accomplish with them. Add-ons are useful, but you will pay a lot, and I wonder if the value-added is in line with the price.The A/B testing for proactive chat messages is absent/a part of an add on, which is not the case for any other competitor product I've tried. Finally, they are fast when they need to sell you something, but when you need help with the product they've sold you, you'll be stuck in the queue for two days (to be fair, the support is nice when they do get back to you). My final grade for the tool in terms of ease of use (of the chatbot) would be 6.5/7, but the product tours get a 0/7. Also, the access management is hilarious. As an admin, I had to ask another admin to give me access to certain features (and this wasn't the only time intercom fell short on delivering a seamless experience). **Recommendations to others considering Fin:** If you want to drive product-led growth, consider alternatives. If you only care about the chatbot capability, Intercom is nice, but so are much cheaper alternatives. If you want an all-in-one platform and have an unlimited budget, this can be a nice addition to your stack. **What problems is Fin solving and how is that benefiting you?** Multifunctional chatbot with customizable outreach. ### 44. Intercom needs some work to make it more user friendly. **Rating:** 2.5/5.0 stars **Reviewed by:** Bryan F. | Program Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about Fin?** I like that you can customize and integrate with Slack and Gmail in order to get notifications on new incoming chats. They have a nice notification sound and can be edited. **What do you dislike about Fin?** It's not very user-friendly, new filters can be added in order to look for similar conversations or users. The mobile version is a bit wonky as well. It works better with iOS devices. **Recommendations to others considering Fin:** This can be a great source when starting your chat support process. It seems to work a bit better with MAC computers. **What problems is Fin solving and how is that benefiting you?** With Intercom, we are solving the chat support process. The benefit I'm seeing is that you receive constant notifications when new chats are coming in. The mobile version works better with iOS. ### 45. Intercom Review **Rating:** 3.0/5.0 stars **Reviewed by:** Gayana I. | D, Small-Business (50 or fewer emp.) **Reviewed Date:** August 19, 2021 **Official Response from Eabha O'Sullivan:** > Hi Gayana - thanks for taking the time to leave us a video review! It's great to hear that using Intercom is helping your customers feel you care. It's also great that you have had a positive experience with our systems performance and have found it to be fast. Thanks for your feedback around merging and consolidating conversations. You're right that we don't yet have a feature for merging conversations. We do however highlight to users if there is a duplicate conversation from the same customer recently which helps highlight if there are multiple conversations from one customer. You can then close the duplicate conversation so that you know that customer is taken care of and answer in the open conversation. I know it's not perfect but is something I do regularly. I hope that helps as a workaround! Thanks, Eabha (Customer Engagement) ### 46. Intercom maybe good for customer support but for product adoption, it's not sophisticated enough **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2022 **What do you like best about Fin?** Easy to use, simple UI, responsive support **What do you dislike about Fin?** I am a product manager. I use Intercom to build product engagement using the product tour feature. Intercom has lots of limitation when I build tour. For example, tour doesn't automatically pops up in SPA without "update" call or segment "page" call. The options of tour trigger are limited that I can't select page view as trigger or performing certain number of times of events as trigger. **What problems is Fin solving and how is that benefiting you?** I want to use Intercom to engage with my customers to drive adoption. It provides me basic functionality easily. ### 47. Intercom can be so much more **Rating:** 2.5/5.0 stars **Reviewed by:** Benny S. | Travel support specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Fin?** I love being able to chat and respond to emails on a single platform. **What do you dislike about Fin?** Too many options from a customer support point of view. It can be a bit confusing. **What problems is Fin solving and how is that benefiting you?** I am supporting post-sales of the company. I am able to track the links that the customers have used and what page is giving them challenges. ### 48. Up and down.. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2021 **What do you like best about Fin?** It's a messaging system so in this respect, it does the job. Integration with other apps is good. Reports and stats are helpful. Used to be great customer service so I hope this returns to it's previous standard at some point. **What do you dislike about Fin?** Customer service has gone downhill over the last year which is quite disappointing as it used to be great. It now takes a long time to receive replies which often miss the point of the original query or aren't particularly helpful. I've also had to explain to customer service how to use the Intercom product and where to find previous client conversations so I do not have much confidence in the help team at all anymore if I'm honest which is sad considering that it used to be such a great experience. There's also frequent outages where Intercom suddenly starts running very slowly, or we're not able to respond to clients at all, however this has improved somewhat over the last few months compared to what it was. More flexibility would also be good as from an admin point of view, currently Intercom is rather rigid in what we are able to do. **What problems is Fin solving and how is that benefiting you?** Resolution bot and custom bots are useful, as are the reports and integration with other products, however again, more flexibility would be better. Often a basic feature requires a separate paid app which seems a bit ridiculous considering what Intercom already costs. **Official Response from Kate Sugrue:** > Thanks for taking the time to let us know about your Intercom experience. It's great to hear that you're finding Resolution and Custom bots useful, as well as our reporting and suite of integrations. Thanks too for your feedback regarding both our support wait times and quality. Both are areas we aim for excellence in and so I will make sure to pass your feedback on to our Head of Support. We aim for a few hours to 2 business days to be the maximum wait time for a conversation first response, depending on your subscription and the nature of the query (i.e. topic and urgency). We are a bit behind at the moment, but working hard to get caught back up and making adjustments to avoid these misses in the future. I’m sorry if that longer delay was a pain for you and your team. Thanks again, Kate (Intercom - Customer engagement) ### 49. Very decent but not without its issues **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** September 27, 2021 **What do you like best about Fin?** Chat experience is excellent for both support rep and customer - support for plugins is good. Frequent application updates and releases notes blog keeps me informed of new features. The Series feature and its logic-based messaging flow is easy to use and helps visualise messaging. Market presence means lots of integrations. **What do you dislike about Fin?** The support is fairly unimpressive - often take days to reply, and they make you jump through hoops just to talk to them (ironic, really). The team is good-natured and helpful when you do get through to them though - it is more an issue of their process and philosophy. Given all the app insights Intercom gets from our product, it offers next to zero reporting or analytics. This is not a Customer Success tool; it is a Customer Support tool with some smart messaging bolted on. You cannot use the data Intercom gathers about user activity to identify succeeding / failing customers or to profile your customers, which feels like a huge missed opportunity. They also are incredibly aggressive with locking features behind tiers and using dark patterns to manipulate you to upgrade. E.g. very often a locked feature will be completely accessible to you - you can go and set things up and get it all ready, then when you click submit it says you need to upgrade. I've wasted so much time because of this. Articles and messages let you add emoji ratings to each article/message, but Intercom offers no way of being alerted to negative responses, so unless you are going to manually review all articles and messages on a regular basis this is a frustratingly pointless feature with huge potential. **Recommendations to others considering Fin:** Think carefully about what exactly you need from your support tool. There are lots of cheaper alternatives that do basic chat and help centres. Intercom is suitable when you want to really craft customisable messages based on user activity, and have everything in one place. **What problems is Fin solving and how is that benefiting you?** Being able to provide support to a large number of users, have a help centre, and to automate messaging to users based on their activity. **Official Response from Eabha O'Sullivan:** > Thank you for taking the time to leave us such a detailed review! I really enjoy using Series as well, like you, I find it helpful to visualise messaging. It's great to hear the other features you like as well like the chat experience, regular product updates and integrations, these are all areas that we focus a lot on so it's nice to hear that they are working for you! We appreciate all your feedback around where we can improve, especially around insights, including article reporting, and our pricing model. I'm also sorry to hear that you have not had a good experience with Support, we try to use Resolution Bot to try resolve any queries that can be through the feature, freeing up our Support teams time to answer questions that need a human but I'm sorry that you have found this not to be the way! I will pass this feedback onto the Support team. Thanks, Eabha (Customer Engagement) ### 50. Great software with suboptimal settings and support **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2021 **What do you like best about Fin?** The platform is easy to set up, create permissions, and get campaigns running. The operators and messaging routing makes complete sense and has a great UI to help users get onboarded. **What do you dislike about Fin?** Customer support takes an incredibly long time to respond, especially for a paid platform. Users can not edit their own permissions, even if they are admin. Certain common-sense pieces of the software, like scheduling hours of operation, are put behind a paywall to make users who already pay thousands gain access to 'premium' functionality. **What problems is Fin solving and how is that benefiting you?** We are currently using the intercom to create another venue for SDRs to interact with warm leads in hopes of setting meetings, answering questions, and ultimately giving our users a better experience with our brand. ## Fin Discussions - [What is the best way to deal with emails sent to your personal email and getting into the help desk?](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) - 1 comment, 3 upvotes - [While interaction can be audio visual emojies be developed](https://www.g2.com/discussions/15032-while-interaction-can-be-audio-visual-emojies-be-developed) - 2 comments, 2 upvotes - [How do you send e-mails and chat for a list of e-mails?](https://www.g2.com/discussions/how-do-you-send-e-mails-and-chat-for-a-list-of-e-mails) - 1 comment, 1 upvote - [Can you add a feature that lets users customize the notification sound for different inboxes?](https://www.g2.com/discussions/50600-can-you-add-a-feature-that-lets-users-customize-the-notification-sound-for-different-inboxes) - 1 comment, 1 upvote - [What's the best way to tag group audiences at once?](https://www.g2.com/discussions/50515-what-s-the-best-way-to-tag-group-audiences-at-once) - 1 comment, 1 upvote - [View Fin pricing details and edition comparison](https://www.g2.com/products/fin/reviews?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-27+01%3A39%3A29+-0500&secure%5Bsession_id%5D=7eaec4c9-aeb8-40a4-af91-e99e89d47bec&secure%5Btoken%5D=5fee452d686c5707f0d4cc72c3bdb713e17a752f515ae8b9d88f3e65ff94c57d&format=llm_user) ## Fin Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) - [Amplitude Analytics](https://www.g2.com/products/amplitude-analytics/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Attio](https://www.g2.com/products/attio/reviews) - [Baremetrics](https://www.g2.com/products/baremetrics/reviews) - [Basecone](https://www.g2.com/products/basecone/reviews) - [Box](https://www.g2.com/products/box/reviews) - [Calendly](https://www.g2.com/products/calendly/reviews) - [Canny](https://www.g2.com/products/canny/reviews) - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [Claude Code](https://www.g2.com/products/anthropic-claude-code/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [Covideo](https://www.g2.com/products/covideo/reviews) - [Crisp](https://www.g2.com/products/crisp/reviews) - [EVO~ERP](https://www.g2.com/products/evo-erp/reviews) - [Fullstory](https://www.g2.com/products/fullstory/reviews) - [Glide Classic](https://www.g2.com/products/glide-glide-classic/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Guru](https://www.g2.com/products/guru/reviews) - [Harvestr](https://www.g2.com/products/harvestr/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [IBM watsonx Orchestrate](https://www.g2.com/products/ibm-watsonx-orchestrate/reviews) - [incident.io](https://www.g2.com/products/incident-io/reviews) - [Instatus](https://www.g2.com/products/instatus/reviews) - [Jam.dev](https://www.g2.com/products/jam-dev/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - [Juicer](https://www.g2.com/products/juicer/reviews) - [Kissflow](https://www.g2.com/products/kissflow/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Microsoft Copilot](https://www.g2.com/products/microsoft-copilot/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Notion](https://www.g2.com/products/notion/reviews) - [Productboard](https://www.g2.com/products/productboard/reviews) - [Reusely](https://www.g2.com/products/reusely/reviews) - [RingCentral Events](https://www.g2.com/products/ringcentral-events/reviews) - [SafetyCulture](https://www.g2.com/products/safetyculturehq/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [SendSafely](https://www.g2.com/products/sendsafely/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopware](https://www.g2.com/products/shopware/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [Stripe](https://www.g2.com/products/stripe-agentic-workflow-stripe/reviews) - [Stripe Connect](https://www.g2.com/products/stripe-connect/reviews) - [Sycamore](https://www.g2.com/products/sycamore/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [TVEyes](https://www.g2.com/products/tveyes/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Mail](https://www.g2.com/products/zoho-mail/reviews) ## Fin Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Messenger** - Sequencing - AI - Live Chat - Customization Interface **User Analysis** - Survey Implementation - Data Analysis **Channels** - Multi-Channel Coverage - Open Listening **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Document Processing - Feedback Collection **Natural Language Interaction - Conversational Interface Agents ** - Natural Language Query Understanding - Multi-Turn Conversation Management - Voice & Text Interface Support **Player Support Channels - Player Support Platforms** - In-Game Support - Multi-Channel Access - Self-Service Help Center **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **User Support** - User Segmentation - Multi-Language Support - Behavior-responsive Messaging **Design** - Personalization - Inbound Identification - Regulatory Compliance **Analytics** - Trends - Performance Tracking - Email Tracking **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Intent & Action Handling - Conversational Interface Agents ** - Data Retrieval from Connected Systems - Intent Recognition & Mapping - Action & Workflow Triggering **Support Operations - Player Support Platforms** - Automated Resolution - Player Context - Case Management **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Walkthrough Type** - Audio-visual Walkthroughs - Text Bubble Walkthroughs **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Context & Personalization - Conversational Interface Agents ** - Conversation Context Persistence - User Identity & Permission Awareness **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Platform Basics - Digital Adoption Platform** - Integration - Communications **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Enterprise Integration & Deployment - Conversational Interface Agents ** - Enterprise Application Integrations - Security & Access Controls **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Analytics - Digital Adoption Platform** - Analytics **Functions - Digital Adoption Platform** - Customer self-service - In-app guidance **Agentic AI - Digital Adoption Platform** - Adaptive Learning **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Fin Alternatives - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,844 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,653 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)