Fin Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Fin's interface is quite intuitive and resourceful to manage. Both the support and operations teams are empowered with everything required to provide an excellent experience to customers. Review collected by and hosted on G2.com.

Copilot AI could be better - it is great when correctly fed, but still provides few alternatives on how you actually get its replies. It could be better separated by purpose: searching for information, drafting a message from that information, or even discussing subjects to better understand how accurate/updated the sources are. Review collected by and hosted on G2.com.

I really appreciate how helpful the support team is, they usually respond within 4 hours and even include a video recording of the steps. The sales process with Fin is also something I find really good as it can qualify leads and book demos automatically, without needing human intervention. I like the ability to create custom workflows which are great for improving our processes. Macros are a big win for us too, helping us respond to customers faster and handle multiple queries at once, especially during system downtimes. The use of preset messages on the chatbot is excellent for increasing webinar sign-ups. Also, having access to previous conversation history ensures we never ask customers to repeat themselves, providing us with the needed context. Review collected by and hosted on G2.com.

I find the support takes 4 hours to reply back and would prefer if this time was shorter. When it comes to reporting, there are too many filters, and it's difficult to understand what does what without the help of the support team. Review collected by and hosted on G2.com.

It’s easy to use.

I’ve worked in customer service for many years and have used a lot of different tools for handling customer contacts, but Fin is one of the few that really clicked for me within the first 15–30 minutes of using it.

While i haven't been involved in the intergrations part of Fin from what i can see in the docs it have been easy to intergrate on our sites for our dev team.

As long as you have a good stable internet connection i have no problems with the performance of Fin, it is nice and quick. This is even over a 4G connection with a VPN tunnel on top.

I am not part of the pricing team here so i am not able to comment on the pricing.

All the times i have needed assistance from the Support team it have been really great help and the people know what they are doing and provide a really nice experiance.

Fin AI can be a bit tricky but then again i think a lot of AI are that, but we have to redo our guidences for it from time to time, i wonder if it is when they update the LLM powering it so it gets better and then read some of the guidences diffrently. Review collected by and hosted on G2.com.

Small things, like not being able to migrate from one region to another. We set up our Fin tools in the US datacenter, but we’re based in the EU. Later, we started looking into migrating everything over to the EU datacenters, but that isn’t possible. Review collected by and hosted on G2.com.

Fin provides the infrastructure we need for about 95% of our support communication. Its AI handles high volumes of requests, from low to medium-high complexity, and lets us stay lean while supporting tens of thousands of users. Fin’s own support is really solid, and it’s the only AI chatbot I’m perfectly content talking to instead of a human, even though sometimes it needs to be escalated. It covers 90–95% of our needs out of the box, and we can customize it with workflows and automations. I also value its integrations, API capabilities, and documentation for more advanced needs. We’re chat and email based, which works for pretty much all our users, and Fin AI and building our help center are key for us. Our setup keeps evolving with the business, and pretty much anyone on our team can add to and refine it. Review collected by and hosted on G2.com.

Reporting could honestly be improved a lot. I wish they would let Operator take the reins or let users query data in a database-like structure. Too often, I have to export all the conversation data and handle it in my own environment. But then you have to have a separate workspace, and of course handling personal data securely is a concern, and I wouldn't want everyone to sit on a bunch of conversation data on their machines. Operator also seems pretty inefficient in its credit usage right now, so I can’t really rely on it. The basic communication setup also takes some effort to maintain, but it's hard to see how you could avoid it if you want it to work optimally for your unique business. Review collected by and hosted on G2.com.

I like that Fin is tech-led and integration-heavy, and that I can customize and personalize the experience. It gives us one centralized place for our emails and messages, where it’s easy to track, tag, categorize, and automate them. The closing, snoozing, and reporting features are really good. I can build custom reports around specific data points, and it works well to unsnooze conversations or snooze and tag multiple conversations until specific dates. It’s easy for our team to use, and the team really enjoys the platform. Fin saves us a lot of time, makes our lives easier, and helps make sure things don’t get missed or overlooked, which gives customers a better experience. The website and app integrations work really well, and the Slack integration works too. The initial setup was really good and really easy. Review collected by and hosted on G2.com.

I think the merge feature needs some work because I can’t merge conversations if they have different email addresses. The outbound feature is a little technical, especially including unsubscribe links in service emails, and that doesn’t work as well as it should. Fin also needs to improve how it hands over conversations and answers questions: it can mark something as resolved when it isn’t, or tell customers to email our support team instead of escalating the issue within Fin. When I buy new features through our account manager, I’d like an explanation of them rather than being left in the dark a little bit. Review collected by and hosted on G2.com.

I use Fin to automate responses to our many clients. It helps filter out the noise so I can concentrate on real issues, while Fin handles user errors or misunderstandings. I like how customisable it is. I can create snippets for it to reference, adjust them when it gets something wrong, and give it new workflows so it knows when to defer to the CS team. Review collected by and hosted on G2.com.

Fin can get things wrong sometimes and often misses context that isn’t explicitly stated. I also find it doesn’t respond well to vague questions or statements. Review collected by and hosted on G2.com.

You can expect a prompt response to your inquiry. Fin will prioritize timely communication to ensure that your questions are addressed efficiently. Review collected by and hosted on G2.com.

When there’s an issue, Intercom Fin’s recommended steps can add extra time to diagnosing the problem, instead of quickly directing you to the Intercom status page. Review collected by and hosted on G2.com.

Fin has so many workflows that can be created which are very easy to implement once we learn more about them. It can be easily integrated with other platforms that I regularly use at the workplace, which again simplifies my work and saves time. It seamlessly sends the notifications to the integrated platforms and very swiftly. Also, the important task that Fin does, which is handling customer tickets, calls and emails, is all very organised and user-friendly. Once again, we can set so many rules, we can create a workflow for the tickets and emails as to whom a specific type of ticket or email should be diverted and many more. The AI integration of Fin is very smooth and without any flaws. Very much directive without any complications. Review collected by and hosted on G2.com.

Nothing to mention until this time of my usage. Review collected by and hosted on G2.com.