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

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

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

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

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

I like that Fin just gets it. You can ask a question pretty much how you’d ask a person and it usually knows exactly what you mean. It saves me a ton of time going through docs or tagging other people for answers. It’s also improving fast, which is nice to see. Review collected by and hosted on G2.com.

Sometimes it misses context if the question’s a bit too specific or worded oddly. Not a dealbreaker though, I just rephrase and it usually gets it right the next time. Would be great if it handled internal links and file lookups a bit smoother too. Review collected by and hosted on G2.com.

Fin truly manages our tier-1 questions effortlessly. It takes care of things like password resets, inquiries about payment timing, and basic troubleshooting—the kinds of issues that used to consume about 40% of our support team's time. What impressed me most wasn't just that it could answer these questions, but that it pulls directly from our help docs and keeps the responses on-brand. Our support team can finally focus on the complex issues that actually need a human touch, and our response times for those harder tickets have improved because people aren't drowning in password reset requests. Review collected by and hosted on G2.com.

Fin charges per resolution, which sounds fair until you realize how fast those costs add up. Intercom's pricing tiers mean you're constantly doing mental math about whether each resolution is "worth it." I wish they'd offer a flat monthly rate for a certain number of resolutions. Review collected by and hosted on G2.com.

I really like how Fin provides quick, accurate responses while still maintaining a natural conversational tone. It helps reduce the workload on our support team by instantly resolving common customer questions, and it integrates seamlessly with our existing Intercom setup. The balance between automation and human-like interaction makes it stand out from other AI tools. Review collected by and hosted on G2.com.

While Fin is generally very reliable, it occasionally struggles with understanding complex or highly specific queries, which sometimes requires manual follow-up from our team. Additionally, having more flexibility in customizing its tone and responses would make it even more effective in matching our brand voice. Review collected by and hosted on G2.com.

Modern and fast interface. I find the all-in-one platform for calls and chat support truly convenient and practical. Also, Fin AI is great because it can provide direct and concise answers to my questions and even insights/solutions to data I need which do not exactly available in Intercom. For example, if I need SLA metrics, it gave me instructions on how to closely measure it since it is not exactly available in its reporting. Review collected by and hosted on G2.com.

Chat support metrics are complicated by the single session setup. Chats are just resumed or continued on the same session so it makes reporting inaccurate. It would be great if the next concern of the customer a month or two after the first one can be in its won session to more accurately track resolution time and CX. I also noticed that the agent's name is not accurately reflected on the CX response. If that can be improved too. Lastly, if the close time can be measured per assignment instance, not just from start to finish to match the counts of both assigned and closed/unassigned. Review collected by and hosted on G2.com.

I like best about Fin by Intercom is how easy it is to get started and use on a daily basis. The setup was smooth and didn’t require much technical effort, which was a big plus. It integrates well with our existing tools and works right alongside our support team. The features are useful without being overwhelming, and it really helps lighten the load for agents. Customer support from Intercom has also been quick and helpful whenever we needed it. Review collected by and hosted on G2.com.

Sometimes struggles with very niche or complex queries, especially if the content hasn’t been fine-tuned. It can occasionally give generic responses or miss context. Also, while it's improving fast, a bit more customization and deeper analytics would make it even better. Review collected by and hosted on G2.com.

It gives very very precise responses and is quick. While handling a customer, even if I know the info but need it written in good format, I just ask fin. Review collected by and hosted on G2.com.

The only time I had a problem with Fin was it didn't understand the difference in the jacket and blazer. It should know the synonyms I believe. Or may be this is something we need to feed him internally. Review collected by and hosted on G2.com.

We have been using Intercom for 5+ years now, and FIN most frecuently in the last year. They really have been improving user and manager experience, adding more metrics and reports on how FIN has been performing. It is quite easy to implement, customer support is always a plus. Review collected by and hosted on G2.com.

Could have more integrations, and cost is still a barrier for small business (high ticket). Review collected by and hosted on G2.com.

What I like best are High automation & scale

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

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