--- 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: 3888 scale: '5' date_modified: '2026-07-21' 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:** 3,888 ## 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. A top option for Support teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2025 **What do you like best about Fin?** FIN is a fantastic tool for modern support teams. FIN helps our team by handling many conversations that allows teammates to work on other tasks. FIN resolves a majority of the conversations it is involved in, and it's easy to integrate a knowledge base or content library when using FIN. FIN is used every day in large volume for us. Additionally, I use Intercom's own FIN chatbot when I have questions about implementing FIN in my own support instance, and often times I find it to be quite helpful. **What do you dislike about Fin?** FIN can be a bit tricky to implement and I'm still learning how to optimize it's use in FIN Tasks and other areas. It may not handle highly personalized queries as well as general ones yet, either. **What problems is Fin solving and how is that benefiting you?** FIN helps us to solve a fundamental business problem which is scaling Customer Support for a growing business. As our customer base grows we need to be able to meet that demand from a support perspective without increasing headcount. FIN allows us to do this by acting as a first line of response and resolving the majority of the questions that it receives. ### 2. Intercom makes it easier for support team **Rating:** 5.0/5.0 stars **Reviewed by:** Andres f. | Solution Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2025 **What do you like best about Fin?** Fin has been a game-changer for our organization. It allows our support team to reduce repetitive tasks and focus on specific, complex issues that require human expertise. This shift has significantly increased the value of our work and has been a major benefit for both our team and our customers. **What do you dislike about Fin?** Based on my experience and what I've seen others say, the pricing for Fin by Intercom is a major concern. The idea of paying per "resolution" sounds good in theory—it feels like you're only paying for value. However, the costs can become high and unpredictable, especially when your support volume is high. It can be tough for businesses to budget for, and it feels like the costs can quickly get out of control. **What problems is Fin solving and how is that benefiting you?** We were spending a significant amount of time answering the same basic questions over and over again. These are questions that are easily answered by our knowledge base but still require a human to find and share the information. This was a major drain on our team's resources and could be frustrating for both the agents and the customers who had to wait for a reply. ### 3. Cut Our Workload in Half and Saved Tons of Manhours **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** February 02, 2026 **What do you like best about Fin?** It has literally cut down the amount of work by at least half, saving a ton of manhour in the process. **What do you dislike about Fin?** The answers provided still is shaky and could see improvement, it still needs to be monitored because it sometimes just does not follow directions. **What problems is Fin solving and how is that benefiting you?** Fin has solved our lack of worker/staff problems and also saved as expenses as well. ### 4. AI based agent for customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Ashok kumar K. | Digital Engineering DevOps & SRE (AVP II), Enterprise (> 1000 emp.) **Reviewed Date:** January 06, 2026 **What do you like best about Fin?** Fin by Intercom is AI based agent designed to automate complex customer service queries, it providing fast, accurate, 24/7 support across channels like chat, email, and SMS, acting like an expert human agent by understanding context, retrieving data, **What do you dislike about Fin?** below are the improvement\; 1. procing Model 2.vendor locking 3. user frendly **What problems is Fin solving and how is that benefiting you?** as its AI based no need to implement separate AI , and its cover all training, logic like feature as per the requirment ### 5. I think it's the best offering of it's kind, and really helps with my research into customer data **Rating:** 5.0/5.0 stars **Reviewed by:** Ellie H. | Customer Experience Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** September 01, 2025 **What do you like best about Fin?** I think for an AI bot it learns very quickly and has seemed to be very accurate for the most part in our company - it's saved us lots and lots of hours, so thank you! **What do you dislike about Fin?** Sometimes some of the rules you add for Fin to take certain actions when speaking to a customer can be a bit delayed, or not quite right, but this is to be expected! **What problems is Fin solving and how is that benefiting you?** It's saving us lots of time! It takes about 50% of our customer conversations now, so it frees up time for us to spend on the higher impact things ### 6. Impressive Multilingual Support and Natural Chat Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Graphic Design | Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Fin?** It supports multiple languages and offers accurate info from content, has natural human like chat and reduces work loads. It is easy to implement and has decent support. **What do you dislike about Fin?** It sometimes makes mistakes if questions are complex, and hand off too earlt or late to human **What problems is Fin solving and how is that benefiting you?** It automates and speeds up customer support, helps me handle common questions and enables customer satisfaction. It helps provide personalised answers to customers ### 7. Great for SFDC and Integration Workflows **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Fin?** Fin by Intercom has been a game-changer for quickly accessing knowledge and information across our organization. It’s incredibly helpful for surfacing answers from our internal resources and guiding our team toward the right solutions without having to manually dig through documentation or ask around. The speed and accuracy have made it a valuable tool in our day-to-day workflow. We’ve especially seen value in using it alongside our Salesforce (SFDC) and integration workflows, where it helps clarify processes and saves time for our team. Overall, it’s been a strong addition to our support stack and has improved efficiency across the board. **What do you dislike about Fin?** While there are occasional moments where the answers can be slightly misguided or incomplete, Fin generally points us in the right direction and reduces the time spent troubleshooting or searching for information. **What problems is Fin solving and how is that benefiting you?** The Fin Salesforce (SFDC) integration has been incredibly easy to set up and use, making it seamless to connect our data between SFDC and Intercom. It’s saved our team significant time by automatically syncing key information and eliminating the need for manual updates or switching between platforms. Fin also makes it simple to quickly pull relevant details from SFDC during customer conversations, ensuring our team has the context they need right within Intercom. This streamlined workflow has improved efficiency and reduced friction, allowing us to focus more on solving problems and less on chasing down data. ### 8. Packed with Features—Intercom Delivers **Rating:** 4.0/5.0 stars **Reviewed by:** Remar C. | Data Entry Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 16, 2026 **What do you like best about Fin?** Based on my experience, there are many features that the intercom has to offer, such as how to communicate with customer support. **What do you dislike about Fin?** After years of using this Intercom software, I haven't encountered any negative issues that I can say are downsides of the software. **What problems is Fin solving and how is that benefiting you?** Well, when the client wants to confirm their reservation, it is easy for us to communicate with them using the Intercom software. ### 9. 21st Century Customer Service Platform for all knowledge levels **Rating:** 4.5/5.0 stars **Reviewed by:** Jordan C. | User Support Provider, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Fin?** As a team of only 2 full time User Support Providers for a user base of 70k+ users, Fin allowed us to cut down time spent on repetitive simple questions. Through just a few weeks of tweaking, we were able to get Fin to a 55%+ resolution rate, and a 75%+ involvement rate. Along with AI summaries, we are able to make our 2 person team work more like a 8-10 person team. The ability to add links into snippets and articles, for Fin to be able to then send those links out to users is INCREDIBLY helpful for saving time and guiding users to helpful important funnels. Conversation topics allow the company to get a bird's eye view of what are the most common reasons come through support, and which topics need more love in putting in knowledge for fin to be able to better resolve requests. **What do you dislike about Fin?** If you are not exhaustive in the information you give to Fin, it will often tell users it is unable to answer their question based on the available information. You HAVE to give Fin all the tools it needs to work well, and that may be a big ask, depending on the product you're providing support for. **What problems is Fin solving and how is that benefiting you?** We have a small support team that is overloaded with simple questions/things easily answerable from our help center articles. Fin is able to answer their questions correctly and in a friendly way without putting extra work out the team's plates. ### 10. Fin Makes Customer Response Efficient and Hassle-Free **Rating:** 5.0/5.0 stars **Reviewed by:** Kim D. | Customer Concierge, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Fin?** This tool assists us in responding to our customers, especially when we are dealing with a large queue. It makes it easier to provide timely answers even during busy periods. **What do you dislike about Fin?** There is nothing to complain about; everything works perfectly with Fin and it greatly assists us in our daily tasks. **What problems is Fin solving and how is that benefiting you?** Providing basic information for guests or chauffeurs helps make it easier to respond to their questions, ensuring they have the essential knowledge they need. ### 11. Effortless Customer Support, Instantly Answers Questions **Rating:** 5.0/5.0 stars **Reviewed by:** Judah F. | SVP, Integrations and Implementation, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** January 07, 2026 **What do you like best about Fin?** It helps easily answer our customer's questions. **What do you dislike about Fin?** We have a complex platform so it requires a lot of training. **What problems is Fin solving and how is that benefiting you?** helping answer questions for customers without us needing to be involved with every interaction. ### 12. Fin holds the fort when I'm not there **Rating:** 5.0/5.0 stars **Reviewed by:** Leonardo H. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2025 **What do you like best about Fin?** That my customers get an immediate response even when I'm not online. Also, it's super easy to use and to customize. **What do you dislike about Fin?** A small thing that bothers me is the lack of the option to give the customer a clearer office schedule for when a human agent will be available. It's too hidden IMO. **What problems is Fin solving and how is that benefiting you?** I'm the only support representative in the company, and we work EU hours, so Fin can cover for me when I'm offline and I get to the conversations in the day after that. ### 13. Efficient, Human-Like Interactions, But Pricey **Rating:** 4.0/5.0 stars **Reviewed by:** Heidi L. | Customer Success Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Fin?** I appreciate how Fin by Intercom significantly reduces the volume of messages in our inbox by handling about 50% of them. The onboarding process was seamless, thanks to the supportive Zoom calls with the Intercom team. I love that its responses are concise and human-like, effectively guiding users through troubleshooting. This efficiency allows me to focus on more impactful tasks like user calls and troubleshooting over Zoom. Additionally, I recommend Fin, giving it an 8/10. **What do you dislike about Fin?** I think the main downside of using Fin by Intercom for me is the cost. If the resolution price was cheaper, I would consider using it again. The current price per resolution is a significant factor affecting my decision to continue using the service. **What problems is Fin solving and how is that benefiting you?** I use Fin to manage our inbox, resolving about 50% of messages, which frees up my time for more impactful tasks like user calls and troubleshooting. ### 14. “The best all-in-one support + engagement tool we’ve used” **Rating:** 5.0/5.0 stars **Reviewed by:** Will P. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2025 **What do you like best about Fin?** The combination of live chat, automation, and integrated help content makes Intercom a powerhouse for both support and conversion. The ability to use Snippets, macros, and auto-replies helps our Client Success team stay fast and consistent, while tools like Custom Bots and Workflows let us engage leads without needing a dev. Everything lives in one clean, intuitive inbox — chat, email, help articles, and even product tours. It’s like having a full support and growth team baked into one platform. **What do you dislike about Fin?** The biggest downside is pricing — it can scale up quickly as your user base or contact volume grows. Some features that feel core (like advanced reporting or certain automation tools) are gated behind higher-tier plans. Also, while the inbox is powerful, there’s a bit of a learning curve for new team members to fully grasp the workflows and settings. Finally, their support response times can sometimes be slower than expected for a tool that powers customer support. **What problems is Fin solving and how is that benefiting you?** Intercom helps us streamline client communication, reduce response times, and stay organized across multiple channels. Instead of juggling separate tools for live chat, email support, knowledge base, and automation, Intercom brings everything into one platform. This has massively improved our client satisfaction and team efficiency — we’re able to handle more conversations with fewer people, deliver faster answers using Snippets and Articles, and proactively engage leads with bots and workflows. It’s a game-changer for keeping our support tight and scalable as we grow. ### 15. We love Intercom! **Rating:** 4.0/5.0 stars **Reviewed by:** Jeanette W. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2025 **What do you like best about Fin?** I have found Intercom very easy to set up, customize, and deploy. Their AI tools for chat are very well done and some of the best that I have come across. Our resolution rate with AI is very high, which means we can allow our CX team to prioritize the more time intensive troubleshooting or support instead. I love that I can feel confident that our AI is pulling from our own content, rather than endless resources, so we know that the information it's relaying to our customers is accurate and up to date. I love the different ways we can customize the messenger to make it as helpful as possible to folks visiting our website. **What do you dislike about Fin?** I find the reporting features to be the areas that could use the most improvement. Also, the Salesforce integration that comes out of the box did not work for our org, so we had to rely on Zapier to build what we needed. **What problems is Fin solving and how is that benefiting you?** Intercom helps us get information out to our customers as quickly as possible, and gives them various options to connect with us. For example, visitors can use our Shopify integration in the messenger rather than feeling like they need to message us for an update on their shipping timeline. However, if they find that they still need to chat with us after checking out some of our other resources, Intercom makes it really easy to do that. It lets our CX team help out in real time while also ensuring that any follow up communications will be logged in our CRM as well. ### 16. Highly Customizable and Effective, But Pricey and Time-Intensive **Rating:** 4.0/5.0 stars **Reviewed by:** Ahmad S. | CRM, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2025 **What do you like best about Fin?** Fin can be well trained and modified Can help solving almost 60% of your inbox tickets **What do you dislike about Fin?** I needs a lot of time working on and modifying and it's in a high tier plan that is expensive especially on high usage **What problems is Fin solving and how is that benefiting you?** I have around 50% of our incoming tickets are solved by macros and Fin does it in the same way agent but much quicker ### 17. Revolutionary for Customer Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2025 **What do you like best about Fin?** It's great that you can give Fin guidance and make him use the right tone in answers. We also love the features that come with Fin such as evaluating topics and AI generated suggestions for quick amendments in our help center. Fin can already answer a huge chunk of our support tickets by himself and we're excited to optimise that even further. **What do you dislike about Fin?** Currently the new features are only available for English content. We could really use this for other languages such as German. **What problems is Fin solving and how is that benefiting you?** Fin provides clear, structured breakdowns of customer queries, which helps us identify trends—especially useful for planning newsletter topics. It also highlights potential feature gaps based on recurring customer issues. With the growing volume of customer requests, Fin helps us maintain consistent response times by handling simpler, repetitive support tickets. This frees up our team to focus on more complex and high-impact customer interactions. ### 18. Great tool for fast and efficient customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Gabija B. | Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2025 **What do you like best about Fin?** What I like most about Fin is how quickly it responds to common customer questions, saving our team a lot of time. It’s very easy to use, integrates smoothly with our existing workflows, and ensures customers get support at any time. The accuracy and consistency of the answers make it a reliable solution for improving customer satisfaction. **What do you dislike about Fin?** Sometimes the AI responses can be too generic and don’t always fully answer more complex customer questions. **What problems is Fin solving and how is that benefiting you?** Fin by Intercom helps us reduce the workload on our support team by automatically answering repetitive customer questions. This allows our agents to focus on more complex issues while customers still get fast and accurate responses. It improves efficiency, saves time, and ensures that our customers receive support 24/7, which has greatly increased satisfaction and productivity. ### 19. 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. ### 20. A Helpful, Up-to-Date Tool with User-Friendly Features **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2026 **What do you like best about Fin?** Its a very helpful and updated tool and has a lot of user friendly features. **What do you dislike about Fin?** So far I haven't found any downsides about this tool. **What problems is Fin solving and how is that benefiting you?** It is helping me with providing product support. ### 21. So much promise, but Intercom's development teams are their own worst enemy **Rating:** 0.0/5.0 stars **Reviewed by:** Douglas C. | Workflow Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2025 **What do you like best about Fin?** Fin (it's chat bot), is mostly decent at responding to user needs. **What do you dislike about Fin?** The data this platform gives you is a freaking nightmare. Sure, you can maybe narrow down data to one or two tickets, but if you need to export that data or build dashboards that actually give you in-depth data to make decisions, then you can fully skip over this platform. Rest your weary head, they've decided the data you need and you'll just have to live with it. Then there's their support. Don't plan on hearing back from an employee on their team in under 4 hours. They'll get around to you when they get around to you and you'll be thankful for it. Additionally, this company does not give a flying crap what you think. They do no ZERO product research, little in the way of feedback processes, they don't proactively ask what your experience is on anything, they don't care if a new feature works or could be improved - I imagine the product team here just tosses stuff out and says "should we get opinions from our users? Nah, they'll love, time to go golfing - gold stars all around." Lastly, don't ever get curious and try out a beta feature of theirs. It's coming no matter what you think and if you hate it, there will never be a way to revert back. **What problems is Fin solving and how is that benefiting you?** It's decent at conversations with users. We do a lot to ensure it's bot has all of the data it needs and are constantly adding more when it fails to meet the bar. **Official Response from Kateryna Kharytonova:** > Hi Douglas, Bobby here, I lead the Support Team. You seem really upset. I'm sorry man, that's not what we want. There's a lot to unpack in your feedback, but I'd love to try and help fix this. If at the end of the day we're still not the right fit for you I respect that. But if you're open to chatting you can email me at robert.stapleton@intercom.io and I'll look into it for you. Thank you! ### 22. Fin helps take care of the small details so I can focus on more important customer issues! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Music | Small-Business (50 or fewer emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Fin?** Fin has been incredibly helpful in reducing the amount of "pre-work" I need to do in order to actually assist a customer by handling things like asking what they need help with, sending our pre-written help center articles in context of what they're asking, gathering extra information for certain cases that we need it, etc. Fin can often take what would be a 30 minute conversation and make it 5 minutes! The great thing is it often works in the background without any need for input from me. Once turned on and setup to scour our help center, it then just does all that extra work without need for babysitting. Fin being the shield for every conversation saves me so much back and forth with customers just asking basic questions. **What do you dislike about Fin?** Fin can lack context cues and lacks awareness of how to adjust. I've often seen Fin get railroaded into thinking the issue is one thing and keep going down that path when the customer is trying to ask about something else. Sometimes Fin just has a hard time adjusting to a different question or a different direction after it's already started down the initial line of questions. Sometimes Fin frustrates customers by not providing direct answers to their questions and instead more of a word soup from our help center articles. **What problems is Fin solving and how is that benefiting you?** Fin is often taking care of the mundane and early back and forth of most customer tickets like asking for account information, getting details on the issue, etc. Sometimes even providing the answer for a customer's question from our help center without the ticket ever even needing to be routed to me! ### 23. A game changer for customer-facing teams **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2025 **What do you like best about Fin?** Fin answers customer questions very fast and in a natural way. It is simple to connect with existing workflows and it works together with live agents and bots without problems. The setup was easy. The documentation is very clear, and if you read it a bit, you can make Fin work quickly. Then it's fine tuning and using native Fin tools to develop its resources more. Also, I like that the whole team can use it and improve it. It is not only one admin who needs to manage everything. Everyone can contribute, which makes it easy for us. **What do you dislike about Fin?** Fin is not ready yet for more complex or creative troubleshooting. For very technical problems, we still need a human agent. **What problems is Fin solving and how is that benefiting you?** Fin answers simpler questions so our team can focus on more complex issues. ### 24. Fin by Intercom significantly reduces ticket volume for human support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Fin?** Once we loaded all of our product knowledge into Fin's database, we found that many of our incoming tickets could be resolved without the need for a human -- even across a variety of product areas within our platform. Fin by Intercom has clearly been getting continual updates that feel like it's staying at the cutting edge of what a customer AI chatbot can do, and we've been able to continually improve Fin's efficiency. With Fin workflows, we can apply very specific behaviors for specific scenarios, which has been great since our Customer Care team prefers to handle different scenarios in specific ways. **What do you dislike about Fin?** When Fin gets an answer wrong, it's not always obvious how or why certain knowledge sources were used over other, similar knowledge sources. Fixing a consistently incorrect answer is certainly doable by adding a bespoke snippet, but sometimes it's also necessary to disable an existing Help Center article (or even edit the article itself) in order to disambiguate the correct answer for Fin. **What problems is Fin solving and how is that benefiting you?** Our platform can be a bit overwhelming for newer users, so having an intelligent AI agent that knows our platform's building blocks has meant that over 60% of our simpler product-knowledge based inquiries are handled without the need for human intervention. This has allowed our company to devote significantly more time towards complex questions, troubleshooting, and critical account issues. Our Customer Care team operates on a "waiting longest" basis, and during high-volume times in the past, this meant that more critical issues had to wait longer for assistance. Now, our team's time response time has improved significantly. Additionally, by chatting with Fin to begin with, our users are able to get the info they need in fewer responses; our number of responses to close has also gone down significantly. All together this means our users are getting a much better experience when they need assistance. ### 25. Efficient Support Solution with Easy Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** December 18, 2025 **What do you like best about Fin?** I like the tools and UI for setting it up. The workflow is another aspect I appreciate. It was easy to set up, which was a big plus for me. **What do you dislike about Fin?** I don't like the called ID on incoming phone calls. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom for email and chat support, and it automatically answers common customer questions. ### 26. Highly Customizable, Easy Setup **Rating:** 3.5/5.0 stars **Reviewed by:** Jósef . **Reviewed Date:** November 20, 2025 **What do you like best about Fin?** I appreciate the customizable nature of Fin by Intercom, particularly how it allows me to adjust the tone of responses and tailor the content according to my needs. This customization enhances the automation capabilities of the tool, making it more adaptable to different work scenarios. Additionally, I found the initial setup of Fin by Intercom to be quite easy, which facilitated a smooth onboarding experience. **What do you dislike about Fin?** I do not know **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom for automating tasks, which allows me to customize its responses and content, making our interactions more effective. ### 27. Fin has transformed our support function **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Fin?** - What used to take our team hours to respond to during peak times now happens instantly. Customers get immediate responses 24/7. - Fin is resolving about 80% of customer inquiries completely on its own, without any intervention from our internal support team -Our support team has gone from being overwhelmed with repetitive queries to focusing on complex, high-value interactions that truly require human expertise and freed up a lot of time. - Knowledge base was already built out through Intercom so little work was needed **What do you dislike about Fin?** - Can become costly as company scales -Multi language support is sometimes random- I have seen it give complex resolutions in another language and then after trying to replicate it, it just wouldn't understand **What problems is Fin solving and how is that benefiting you?** - Freeing up time of our support employees for more important and less repetitive work - Giving 24/7 support for customers outside of our core working hours ### 28. Automates Support with Minimal Effort **Rating:** 4.0/5.0 stars **Reviewed by:** Alexandra S. **Reviewed Date:** September 01, 2025 **What do you like best about Fin?** I appreciate how Fin by Intercom allows our users to get answers to common questions quickly and effortlessly, reducing the need for constant support management. Its ability to automate and outsource part of our support process to AI is incredibly beneficial. I also value its capability to answer questions in a human-like manner without our direct involvement, making our operations smoother and more efficient. **What do you dislike about Fin?** I found the setup process to be somewhat time-consuming. It took a lot of time to set up the knowledge base and write the necessary articles for setting up Fin. But it's worth the time if you have a lot of repeating support questions. **What problems is Fin solving and how is that benefiting you?** I use Fin to quickly answer common user questions, reducing the need for constant support management and allowing focus on long-term projects. ### 29. Powerful New Technology **Rating:** 4.5/5.0 stars **Reviewed by:** Alissa S. | Manager, Workforce Planning, Enterprise (> 1000 emp.) **Reviewed Date:** July 22, 2025 **What do you like best about Fin?** Fin has been an incredible success story for our organization, unlocking capacity beyond what we anticipated. While we chose Intercom as a partner in part to capitalize on AI-driven customer self service, the capabilities of Fin have far exceeded what we thought possible in terms of case deflection. It's relative ease of use has made it a critical tool for our operational success. **What do you dislike about Fin?** AI technology is new, and as a result, there is a lot of trial and error involved in configuring it properly. While it's not abnormal, we have experienced challenges in our configuration that have driven friction for our customers rather than reducing it. This has lessened as our organization has grown in proficiency, but I do with there were safeguards in place to help prevent customers from being affected by incorrect information. **What problems is Fin solving and how is that benefiting you?** Fin has streamlined our organization's support request submission process, driving an exceptional amount of customer self service and enabling our team to use their time where it makes the greatest impact. The efficiency gains have unlocked capacity beyond what we previously thought was possible. ### 30. Customer Support on Autopilot **Rating:** 5.0/5.0 stars **Reviewed by:** Khagesh S. | Co-Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** August 06, 2025 **What do you like best about Fin?** Auto reply to the customer support tickers raised on our chat system. It even goes further and resolves them. Very easy to setup including providing the knowledge to the agent using the website link. The website integration is seamless and easy. **What do you dislike about Fin?** Nothing as of now. Maybe pricing a bit but we are a startup and currently under startup programme. **What problems is Fin solving and how is that benefiting you?** We do not currently have anyone dedicated to the customer support team. Fin has made it very easy for us. Even our customers have never raised a complain on our support channels. The replies provided by Fin are professional and do not even need human review. ### 31. Fin - Great for solving easy problems **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2025 **What do you like best about Fin?** I love that I'm able to upload my knowledge base and integrate with Fin. Fin is able to synthesize information across all of our knowledge cards and provide answers for most of our easy problems. I'm able to add Fin to every chat from the get-go. Our customers have a chance to get an immediate AI solution quicker than they could have been connected to a human agent. It was simple to set up by adding to the workflow. **What do you dislike about Fin?** Fin can sometimes make assumptions based on the content it learns from. I notice it's given a wrong answer, and check the source documents unable to find where it pulled the information that it relayed back. Most of the time, it seems like an assumption. The other thing I dislike, is that our customers know they are talking to AI, despite FIN giving correct information, our users don't read and push to talk to a real person. This isn't really a problem with Fin as much as it's a problem with humans and their desire to chat with a real person, and not sure it's solvable, but something worth calling out. Another thing I dislike about fin, is it assumes it gave a correct answer. I sometimes will see the same person come in and get 'stuck' in the AI bot, unable to reach a real person. They start multiple chats, getting stuck each time, or not using the magic phrase 'talk to a person' or 'no i need a human'. Fin assumes they resolved the issue, and we get stuck paying 3-4 times for the same person who couldn't get past the bot. **What problems is Fin solving and how is that benefiting you?** Fin is successfully handling about 25% of our total volume of chats. Because it's able to handle that percentage and answer the simpler problems, we have been able to save money and hold off hiring additional staff. ### 32. 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. ### 33. Feedback on Using Intercom (Fin) **Rating:** 4.0/5.0 stars **Reviewed by:** Zulhariz F. | Manager, Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2025 **What do you like best about Fin?** What I like best about Fin by Intercom is how seamlessly it blends AI-powered support with real-time accuracy. It understands complex customer queries and provides instant, relevant answers without sounding robotic. The ability to pull information directly from our help center ensures that responses are always aligned with our brand and policies. It also lightens the load on our support team, allowing them to focus on higher-value tasks while Fin handles repetitive questions. It’s efficient, reliable, and enhances the overall customer experience. **What do you dislike about Fin?** While Fin by Intercom is a powerful tool, one limitation is its occasional struggle with nuanced or multi-layered questions, especially if the help content isn’t very detailed. It may give generic answers or redirect users unnecessarily. Additionally, there’s limited flexibility in tailoring how it phrases responses, which can make it feel slightly less human at times. For complex issues, human follow-up is still essential. Better customization and deeper understanding of context would make it even more effective. **What problems is Fin solving and how is that benefiting you?** Fin by Intercom is solving the challenge of scaling our support without increasing headcount. Its automation allows us to instantly handle repetitive and common queries, reducing manual workload and freeing up our team to focus on high-impact tasks. This not only speeds up response times but also ensures customers receive consistent answers around the clock. The automation has improved our efficiency, lowered ticket volume, and enhanced the overall customer experience. ### 34. Do not use it too often, but when I do it is usually okay **Rating:** 3.5/5.0 stars **Reviewed by:** Guoda J. | Customer support specialist (technical oriented), Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2025 **What do you like best about Fin?** I really like that it's already integrated into the intercom system — it makes things much easier by removing the need to search for an AI bot or figure out which one to use. I also appreciate that it responds to the customer right away. Even if I can't reply immediately, the customer still feels acknowledged and supported. At the moment it is not that frequently used anymore because of the price, but used to be used everyday. **What do you dislike about Fin?** It is quite expensive. Does not always answer to what is asked and can get sidetracked a bit. **What problems is Fin solving and how is that benefiting you?** As mentioned it solves the first response issue, and sometimes can fully close a conversation with a customer if the question is simple enough so the amount of messages is lower. ### 35. Excellent for Bigger Business with Higher needs for AI CS Agent **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Fin?** the Ability to have all of the channels in one place. to be able to filter out messages for the AI to answer. To be able to assign them to yourself/your CS agent directly with filters and workflows. Support team is lovely and very great at their job too. **What do you dislike about Fin?** I have so much control over what the AI answers and does, but there are some areas that i cant control, weather its the spam folder filtering out some emails on its own or the AI sometimes answering and not assigning until the customer asks to talk to a real person 2-3 times. **What problems is Fin solving and how is that benefiting you?** AI answering a lot of incoming customer messages and questions, freeing up more time to be able for Agents to take care of deeper problems AI cant solve and being able to increase the capability of taking more customer quarries. ### 36. Fin: The Best AI Agent Platform—Smart, Evolving, and Insightful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2026 **What do you like best about Fin?** I've been in the AI Agent space for a number of years, and Fin is by far the best platform. It's smart constantly evolving, and the insights I get on a regular basis to optimize our chatbot is invaluable. **What do you dislike about Fin?** There is nothing that I dislike about it. **What problems is Fin solving and how is that benefiting you?** It's helping us scale sensibly and efficiantly ### 37. 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 ### 38. User friendly! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 18, 2025 **What do you like best about Fin?** I like how Fin by Intercom can handle a large volume of customer questions accurately without needing constant supervision. It’s fast, feels natural when responding, and helps customers get clear answers right away, which has reduced the number of repetitive queries coming to our team. I also appreciate that it can pull from our help center articles, so customers get consistent, helpful information every time. **What do you dislike about Fin?** Sometimes Fin struggles with more complex or edge-case questions and can give a confident but inaccurate answer if it doesn’t fully understand the context. It also takes some careful setup to ensure the right help center articles are prioritised, and there isn’t always an easy way to see why it chose a specific answer. **What problems is Fin solving and how is that benefiting you?** Fin is helping us handle repetitive customer questions automatically, reducing the volume that reaches our support team. This means customers get instant, accurate answers without waiting, and our team can focus on more complex or sensitive cases. It’s improving our response times, reducing manual workload, and helping us scale support without sacrificing quality. ### 39. Intercom leverages LLMs in a very well considered & effective way to create a genuinely good product **Rating:** 4.5/5.0 stars **Reviewed by:** Rhys B. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Fin?** In a world of AI slop, Intercom leverages LLMs in a very well considered and effective way to create a genuinely impactful and game changing product. They are constantly improving Fin to take advantage of a rapidly changing world of AI. It's very easy to use and setup, to a point where anyone will be able to get immediate value from it. **What do you dislike about Fin?** There aren't many downsides to the product itself. The billing structure, being calculated on conversation resolutions, is quite expensive relative to the cost of actual compute required for each conversation. But the value is still great when compared to traditional customer support processes, and I'm very happy with the rate at which the product is evolving and improving. **What problems is Fin solving and how is that benefiting you?** Fin is very effective and dealing with repeat conversations. Obviously it can handle all the most mundane customer requests, but our business also deals with a lot of niche and complex requests, and I've been impressed with how well Fin can deal with nuance. For us, it has allowed our team to focus on other more important tasks. ### 40. Fin Anticipates Questions, Reducing Request Volume Effortlessly **Rating:** 4.5/5.0 stars **Reviewed by:** Dean V. | Customer Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 26, 2025 **What do you like best about Fin?** Fin's capability to learn and predict questions related to a specific topic is excellent for reducing the number of incoming requests. **What do you dislike about Fin?** At this moment, I have no complaints about Fin. **What problems is Fin solving and how is that benefiting you?** Fin handles basic requests well, especially when we provide instructions that customers can follow on their own. ### 41. The best AI that makes customer support faster and smart **Rating:** 5.0/5.0 stars **Reviewed by:** K.M. N. | Founder and CEO, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2025 **What do you like best about Fin?** I really like how Fin understands questions quickly and gives accurate, helpful answers. It feels like having an assistant that’s always available, making our support look more professional while saving the team a lot of time. **What do you dislike about Fin?** Fin has difficulty handling very technical or uncommon questions, and during those times, we still require a human to intervene. **What problems is Fin solving and how is that benefiting you?** Fin is assisting us by instantly addressing repetitive customer questions, which has saved our support team a significant amount of time. ### 42. A Game-Changer for Startup Client Communication and Support **Rating:** 4.5/5.0 stars **Reviewed by:** Bianca G. | AI Marketing & Operations Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2025 **What do you like best about Fin?** Intercom makes it incredibly easy to stay connected with our clients in a way that's fast, efficient, and personal. I love how intuitive the platform is — despite my career in tech, I'm not always the quickest to learn new tools. But I found it super easy to jump in and start chatting with clients without any training. The real-time chat functionality is a standout; we use it daily to both proactively reach out to our clients and to respond when they have questions about our systems. We haven't yet fully automated responses or trigger messages based on user behavior, but I know this will help us become more productive as our client base grows. I also really appreciate how organized the Inbox is. It’s easy to assign conversations, tag them, and make sure no client gets overlooked. It’s an all-in-one solution that was a wise investment for our early-stage startup **What do you dislike about Fin?** There’s honestly not much to dislike. If I had to pick something, I'd say that setting up some of the more advanced automation and chatbot features can take a little time and planning. It's not hard, but it does require some upfront effort to really optimize everything. That said, once it’s set up, it runs smoothly and saves tons of time, so it’s definitely worth the investment. **What problems is Fin solving and how is that benefiting you?** Intercom has completely streamlined how we handle client communication and support. Before using it, it was hard to keep track of conversations across different channels with our 3 support agents. It was easy for things to slip between the cracks. Now, everything is centralized in one place, and our team can collaborate more easily to make sure every client gets a timely response. Overall, Intercom has made our support process much more efficient and improved client satisfaction. We had a vision for our CS team to be top in the industry, and Intercom is helping us make that vision a reality. ### 43. Effortless Workflow Improvements and Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Marissa K. | Member Support Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2025 **What do you like best about Fin?** The easy to follow instructions about how to improve workflows, write articles and automate things. **What do you dislike about Fin?** Fin can't automatically send links for example 'password reset links' **What problems is Fin solving and how is that benefiting you?** It is making it easier for our end user to self-serve, and ultimately find the answer to their problems by FIN providing or suggesting troubleshooting steps. ### 44. Reluctant User, Unclear Benefits **Rating:** 0.0/5.0 stars **Reviewed by:** ً . **Reviewed Date:** December 05, 2025 **What do you like best about Fin?** I think it works, like if you ask it something, it can give you an answer. I like that it's out of the way and doesn't bother me too much. **What do you dislike about Fin?** I'm scared of the costs, afraid I'll get a bill at the end of the month. I don't like how it will pop out every so often. It would be nice if there's a way to disable Fin by Intercom, so I can't use or see it. **What problems is Fin solving and how is that benefiting you?** None **Official Response from Kateryna Kharytonova:** > Hey there, Andrew here, I’m a manager on our support team. While it’s awesome to hear that Fin’s working for you and your team you should feel just as good about our pricing. We want things to be predictable for you on that front, and if needed you can set usage reminders and/or limits on Fin if you’d like so you have full control of your costs. Feel free to reach out directly at andrew.randazzo@intercom.io if you’d like to review your Fin setup or go over pricing with me as well. ### 45. Fin has been great **Rating:** 4.5/5.0 stars **Reviewed by:** Jared T. | Inside Sales Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2025 **What do you like best about Fin?** Fin has significantly lowered the amount of time my team spends tied up with visitors to the chat service. He does a great job of answering the vast majority of the most frequently asked questioons. **What do you dislike about Fin?** I do wish it was easier to refine his answers. **What problems is Fin solving and how is that benefiting you?** He is saving our team hours that we used to spend going back and forth with customers in the chat, reducing that time to just a few minutes occasionally. ### 46. Fin Delivers Detailed, Insightful Overviews When You Need Clarity **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2026 **What do you like best about Fin?** Fin is a detailed AI, especially if you're unsure about a certain topic, Fin gives you a great overview and a bit of a dive-on the topic. **What do you dislike about Fin?** Human intervention is still critical especially in our field when reviewing cases to reply to human users. **What problems is Fin solving and how is that benefiting you?** Fin help's us communicate with user queries. ### 47. Convenient UI and Automation, Room for Transparency **Rating:** 4.0/5.0 stars **Reviewed by:** Andrii S. **Reviewed Date:** December 12, 2025 **What do you like best about Fin?** I like that Fin by Intercom has a convenient UI and UX. It also works well in terms of all possible automations, which is great. Additionally, I find it very useful and beneficial that it suggests edits to our knowledge base based on conversations. **What do you dislike about Fin?** It's not yet transparent how they calculate the customer experience score. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom to condense our knowledge base into custom answers and snippets, improving customer service. ### 48. Locked out **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2026 **What do you like best about Fin?** Fin was very helpful to getting me to the right agent **What do you dislike about Fin?** It can be hard to talk to AI before speaking or chatting with an actual; agent **What problems is Fin solving and how is that benefiting you?** I feel as though Fin did it's job by getting me the help I needed. Fin was benefiting to me, because I didn't have to go through to many prompts or have to keep repeating myself. ### 49. Revolutionizing Customer Solutions with AI Innovation **Rating:** 4.5/5.0 stars **Reviewed by:** Bilal S. | Senior Business Development Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2025 **What do you like best about Fin?** Its has created a new ERA by providing solutions to customers through AI. Customer support is good. Implementing is slow but easy Use is very easy Frequently used for queries Features are good **What do you dislike about Fin?** A bit new and might need more complex programming to solve better answers Integration is okay **What problems is Fin solving and how is that benefiting you?** Fin offers automated, AI-powered responses to common and repetitive customer questions (order status, basic troubleshooting, FAQs, etc.). This reduces the need for a human agent to answer simple queries. ### 50. Easy to setup, some gaps in functionalities and customization **Rating:** 3.5/5.0 stars **Reviewed by:** Hannah K. | Associate Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2025 **What do you like best about Fin?** It's easy to setup Fin functonalities from tasks to guidance. Fin does a decent job of taking our knowledge base and contextualizing it for the customer. It is also great that you can add audience criteria for specific tasks or guidance in place. This is crutial for us when it comes to testing, or finding a way to give more context specific answers. **What do you dislike about Fin?** I wish there was a bit more customization and basic functionalities such as AB testing, easier and clearer reporting (think task journeys - what part of the task causes the most dropoff?) . **What problems is Fin solving and how is that benefiting you?** Deflecting customer inquiries at a lower cost, quicker resolution ## 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?page=7§ion=pricing&secure%5Bexpires_at%5D=2026-07-21+11%3A57%3A48+-0500&secure%5Bsession_id%5D=f25319ad-6f29-461e-a101-b8c595e45c52&secure%5Btoken%5D=7eda4d1defc80b898506b06679fdb0378b3283b06a2aef9a943d8e22350ed865&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) - 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[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 **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 **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 (6,650 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)