Fin Reviews & Product Details

Fin is a platform that I have been working with for years since it was known as Intercom. At first, it functioned as a direct chat with your customers where you could easily resolve their queries. Fin has been reinventing itself for years and has developed more functionalities without losing the ease of navigating its platform and the general configuration of the product. What I like the most is that a large part of the success of our SaaS has been due to the efficient technical support, and we have managed to provide it thanks to Fin. Review collected by and hosted on G2.com.

What I like least about Fin is that some specific features are tied to a higher subscription level. That plan includes many more features, but if you only need one in particular, it's not possible to use it unless you increase the subscription payment.

However, it is also worth mentioning that Fin offers trial periods for those features before you pay for them, which allows you to assess whether that feature is really indispensable for you or not. Review collected by and hosted on G2.com.

I really like the ease with which we were able to train, configure, and get Fin up and running, providing adequate responses just based on our existing public documentation and content, without needing human onboarding assistance or help from our internal AI experts. The Procedures feature is very valuable to us as it enables excellent resolutions for complex and sensitive support cases. We also appreciated how Fin allows us to provide 24x7 quick help to our customers without maintaining a human support team across all time zones, as we operate worldwide. Review collected by and hosted on G2.com.

Since we use Fin Standalone and not the full Intercom Suite, the reporting and customization capabilities are somewhat limited. Creating reports based on customers, and not on conversations, is pretty much impossible. Also, I am a bit worried what Salesforce's plans are, after their acquisition of Fin. Review collected by and hosted on G2.com.

I like Finn's natural language, and many of the interactions it has with our customers has been really easy to understand. I like that I can set up automatic workflows, and the statistics are also easy to get salad data from.

We have data connectors and integration set up between our billing software and many of our everyday business support tools. The performance of Finn is very quick and I do like their customer support and it's easy to get someone on chat to actually help when we need that. Review collected by and hosted on G2.com.

I don't like the change in plan features. When we signed up two years ago, we were given lots of new features and as they came out, new features were available to us and recently that has changed and it seems like what initially started as one price very quickly turned into every month there's extra fees involved.

As far as the fin chatbot, I don't like how much it hallucinates and gives people incorrect answers. Review collected by and hosted on G2.com.

These days, Fin is clearly built around AI, and you can see it in almost everything they keep adding. The AI Agent does a lot more than answer common questions. It understands the context of the conversation, pulls information from our knowledge base, follows the workflows we've set up, and can even trigger actions in connected systems when needed. That alone takes a lot of pressure off the team because not every conversation needs a person involved from the very beginning. We also use Workflows quite a bit to welcome new users, answer common questions, route conversations to the right team, and trigger messages based on what people are doing inside the product. One thing I really like is that most of this can be set up without constantly asking a developer for help. Review collected by and hosted on G2.com.

One thing I've learned is that it's easy to end up with too many automations if you're not careful. At one point we realized we had multiple workflows triggering for the same type of user simply because they had been created at different times. Nothing was broken, but it reminded us that reviewing and cleaning up your automation logic is just as important as building it in the first place. Review collected by and hosted on G2.com.

It helps with the initial conversations with our customers. He has access to our help center and can answer basic “how-to” questions, which leaves us more time to deal with the more complicated tasks that he can’t currently resolve. In terms of performance, Fins response time is very good giving our customers the feeling that they can receive help and answers even when the team is preoccupied with other things. Review collected by and hosted on G2.com.

The AI model has been very good but every once in a while it will ignore hard rules, which have to be rewritten and redone.

In addition the way the information needs to be divided isn't always so clear. For example, what categories can be put together in one card and what things should be divided between multiples. Review collected by and hosted on G2.com.

How precise he is in certain topics. He learns from the content and can reply correctly Review collected by and hosted on G2.com.

He isn’t good with math. On our website, we have multiple plans that vary depending on the volume of requests. When a customer starts a conversation asking about the best plan, Fin can’t respond with a helpful message, and the conversation ends up looping.

Another thing I dislike is that Fin doesn’t recognize when he’s stuck in a loop. A good improvement would be escalation to a human once he detects that the conversation is going in circles. Review collected by and hosted on G2.com.

Fin AI has helped us manage the volume of tickets we receive every day, and it’s been effective at answering our users’ questions with good accuracy. We’ve also set up workflows to route certain ticket types to human agents, and that has been working well so far.

Beyond that, the platform is easy to navigate. The interface is clean, and I can usually find what I need without any trouble. When I can’t, it’s straightforward to reach out to Fin’s customer support—whether through the AI bot or live support agents—and they’ve been very responsive and helpful.

We’ve also integrated Asana, and it’s simple to create Asana tasks directly from the platform. This makes it easier for us to track progress on tasks that involve other internal teams. Review collected by and hosted on G2.com.

We’ve been running into an issue with how our response times are reported. We want to measure the first response time from our human agents, but because we’ve configured Fin AI to handle tickets first when they come in, the response time is currently calculated from the moment the ticket is created rather than from when the ticket is handed over to a human agent.

We’ve also set up outbound chats, and in many cases users take some time to reply. As a result, the response time can be incorrectly calculated from when the outbound message is sent, instead of from when the user actually responds to that outbound message.

For the Help Center, it would be helpful to have an option to preview an article before publishing it, as well as an option to generate the article URL in advance. We have articles that contain links to other articles, so right now we need to publish articles first just to get the URLs before we can insert the links.

Another thing for the Help Center is that we can't configure the message shown to users for restricted articles. Review collected by and hosted on G2.com.

What I like best about Fin is how intuitive and easy it is to use. It helps improve productivity across both customer-facing work and internal tasks by making it faster to find answers, resolve issues, and streamline everyday workflows. Review collected by and hosted on G2.com.

What I dislike about Fin is that its language support and customization options still have room for improvement. While it is intuitive and helpful overall, more flexibility in tailoring responses and better multilingual support would make it even more effective for different customer and internal use cases. Review collected by and hosted on G2.com.

Its efficiency is most impressive. Fin instantly and accurately resolves a huge volume of our customer queries, pulling answers directly from our knowledge base. It's like having a brilliant, tireless support agent working 24/7, which has freed up our human team to focus on more complex, high-value interactions. Review collected by and hosted on G2.com.

There is very little to dislike. If I had to mention something, it would be the desire for even more advanced customization options for its conversational tone to perfectly match our specific brand voice. However, its core performance is so strong that this is a minor wish for future improvement rather than a current issue. Review collected by and hosted on G2.com.