Generated from real user reviews
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Marwah S.
Mid-Market (51-1000 emp.)
5.0/5
"Fast Client Resolutions, Easy Setup, Limited Email Controls"
What do you like about Fin?
I think Fin is pretty fine. It responds fast, which lets me solve clients’ issues quickly, and the initial setup was so easy.
Verified User
Mid-Market (51-1000 emp.)
4.5/5
"Easy-to-Manage AI Support That Scales, Though Bugs Linger"
What do you like about Fin?
Fin helps us as we scale because it handles 61% of our inbox. I like how it easily triages queries to the right teams, and how workflows let us target
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Verified User
Mid-Market (51-1000 emp.)
4.5/5
"Fin takes the repetitive work, so my team can focus on complex cases"
What do you like about Fin?
Fin takes the repetitive questions off my team, so agents spend their time on complex cases. Fin Monitors checks quality at scale. We replaced most ma
Coleman B.
Mid-Market (51-1000 emp.)
5.0/5
"Fin Significantly Reduces Ticket Volume and Speeds Up Simple Responses"
What do you like about Fin?
Fin has been incredibly helpful for clearing out and responding to tickets with simple solutions or basic questions that can be answered by reviewing
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Yaruslav P.
Small-Business (50 or fewer emp.)
4.0/5
"Helpful and Easy to Use, but Process Accuracy Needs Work"
What do you like about Fin?
I use Fin as a guide to help guests and restaurants. It helps me maintain good trust with them and build a connection. I find it user-friendly and les
Verified User
Mid-Market (51-1000 emp.)
5.0/5
"Top-Notch UX, Smooth Performance, and Truly Helpful Support"
What do you like about Fin?
UX is top. Everything runs smoothly. Whenever I have a question, the support team has helped me with everything.
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Yaruslav P.
Small-Business (50 or fewer emp.)
4.0/5
"Helpful and Easy to Use, but Process Accuracy Needs Work"
What do you like about Fin?
I use Fin as a guide to help guests and restaurants. It helps me maintain good trust with them and build a connection. I find it user-friendly and les
Paola C.
Small-Business (50 or fewer emp.)
5.0/5
"Fin Cuts Agent Tickets with Strong Answers and Easy Refinement"
What do you like about Fin?
Fin has been instrumental at helping reduce customer tickets requiring an agent. It scans through all our documentation, gives good answers, and it's
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Marwah S.
Mid-Market (51-1000 emp.)
5.0/5
"Fast Client Resolutions, Easy Setup, Limited Email Controls"
What do you like about Fin?
I think Fin is pretty fine. It responds fast, which lets me solve clients’ issues quickly, and the initial setup was so easy.
Flor D.
Small-Business (50 or fewer emp.)
4.0/5
"Fast Responses and Easy Context Editing"
What do you like about Fin?
Gives fast responses and you can edit and give it more context
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Verified User
Mid-Market (51-1000 emp.)
4.5/5
"Fin takes the repetitive work, so my team can focus on complex cases"
What do you dislike about Fin?
Fin sometimes picks the wrong content. One of our knowledge sources is an external website, and Fin can mix it up with our other content. Because of t
Yaruslav P.
Small-Business (50 or fewer emp.)
4.0/5
"Helpful and Easy to Use, but Process Accuracy Needs Work"
What do you dislike about Fin?
I still use our own Knowledge Base to maintain quality because Fin has a different process. In Toast Guest Support, we handle specific concerns with l
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Verified User
Small-Business (50 or fewer emp.)
4.5/5
"Fast, Efficient Support Automation with Occasional Accuracy Gaps"
What do you dislike about Fin?
Fin can sometimes pick up incorrect information or not understand a customer’s question, mostly because of how customers phrase things. I’d prefer it
George K.
Small-Business (50 or fewer emp.)
4.5/5
"Customizable Automation That Clears the Noise—With Some Context Gaps"
What do you dislike about Fin?
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 st
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Liam S.
Small-Business (50 or fewer emp.)
4.5/5
"Authentic-Sounding Support, but Value Depends on Accuracy"
What do you dislike about Fin?
I was concerned there wasn’t enough documentation for Fin to answer correctly. It feels expensive when it thinks it has solved something that it hasn’
Verified User
Mid-Market (51-1000 emp.)
3.0/5
"Great Agent UI and Performance, but Reporting and Pricing Need Work"
What do you dislike about Fin?
The reporting is horrible, and I think there are a lot of simple features that could easily be added to give more flexibility. I think the pricing is
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Verified User
Mid-Market (51-1000 emp.)
5.0/5
"Powerful AI and Automations with Deep Customization"
What do you dislike about Fin?
There's not much to dislike about Fin, however the interface can be made a bit more vibrant
Liam S.
Small-Business (50 or fewer emp.)
4.5/5
"Authentic-Sounding Support, but Value Depends on Accuracy"
What do you dislike about Fin?
I was concerned there wasn’t enough documentation for Fin to answer correctly. It feels expensive when it thinks it has solved something that it hasn’
See Related User Reviews
Verified User
Small-Business (50 or fewer emp.)
3.5/5
"Easy-to-Use Support Hub with Room to Improve Feedback Follow-Through"
What do you dislike about Fin?
I never know if our feedback is actioned on or what the review process is like. The platform isn’t perfect, and I’d like the company to stay open to a
Patience S.
Small-Business (50 or fewer emp.)
4.0/5
"Effective for Support, Needs UI Improvement"
What do you dislike about Fin?
I wish the custom answers feature could show pictures and videos, as we use a lot of those. Also, the Fin reports should be easier to read and interpr
It's very clever and intuitive. Easy to use. Review collected by and hosted on G2.com.
I love using the operator to refine fin but the credits are expensive. Review collected by and hosted on G2.com.
Fin was easy to set up using our Knowledge Base as a starting point. We have a lot of insight into why Fin responds the way it does and control over how we want it to perform. Review collected by and hosted on G2.com.
Some of the more technical pieces of setup (Stripe MCP, Procedures, etc.) aren't so "out of the box" and require some technical knowledge like transforming data into Python and knowledge of APIs. If you don't have this kind of knowledge on your team it can be a tough hurdle. Review collected by and hosted on G2.com.
It reminds me of some basic answers I may forget as a support associate Yes Yes Review collected by and hosted on G2.com.
As with most AI, it can sometimes lead users off track. Review collected by and hosted on G2.com.
What I like best about Fin by Intercom is its AI-powered automation for customer support. It can instantly answer common customer questions using existing knowledge, which helps reduce agent workload and improve response times. Review collected by and hosted on G2.com.
One thing I dislike about Fin by Intercom is that the quality of its answers depends heavily on the knowledge base. If the content isn’t well organized or kept up to date, the responses can end up being inaccurate or misleading. I’ve also found that, in some cases, the customization options feel limited. Review collected by and hosted on G2.com.
I like that Fin utilizes actual help guides that are built into our system. The Ai reviews the support documents and provides well-formed responses utilizing the guides, and also provides a link to guide itself within the responses. I can simply add the ai response to the composer and easily provide info to clients. Answers are populated efficiently, so I don't have to wait long and can quickly use Fin while actively chatting with a client. Review collected by and hosted on G2.com.
Sometimes, I feel that the information is there for Fin to use, but it cannot find the appropriate answer that I am looking for. There are times where I will type in the name of a help article verbatim and it will get confused and not be able to pull the information. Review collected by and hosted on G2.com.
I use Fin because it's fast and reliable, which is super helpful in handling customer support inquiries efficiently. It provides instant answers to common questions, really reducing response times. I appreciate how I can easily get an idea about the concern of the customer, which helps in streamlining the support process. Also, the initial setup of Fin was easy. Review collected by and hosted on G2.com.
Sometimes the accuracy of the responses Fin provides could be better, especially when dealing with really hard concerns. Review collected by and hosted on G2.com.
The ability to quickly learn when you sync it from an external help page and the fact that it uses relevant general knowledge. Review collected by and hosted on G2.com.
Why did the Intercom team remove Custom Answer responses and replace them with snippets that are not as precise. Review collected by and hosted on G2.com.
What makes Fin by Intercom stand out is how well it can handle complex, multi-step questions with human-like reasoning, while still relying strictly on your own knowledge base to avoid “hallucinations.” In my experience, it’s very effective at deflecting common support tickets (often 50%+) and it integrates smoothly with tools like Zendesk and Salesforce. Overall, it feels like a dependable, AI-first teammate that helps you scale support without sacrificing accuracy. Review collected by and hosted on G2.com.
It’s also not exactly “plug and play.” If your help articles aren’t in great shape, the AI can end up giving vague or even incorrect answers, which means I’d have to spend weeks cleaning up the documentation just to get it working properly. On top of that, it still struggles with more complex technical nuances and can’t always access my internal notes, so it ends up feeling like a high-maintenance teammate that needs constant babysitting. Review collected by and hosted on G2.com.
I like Fin's quick response times and immediate assistance, and I appreciate the step-by-step breakdowns that guide me on how to execute things. The initial setup was quite easy and simple to follow. Review collected by and hosted on G2.com.
I sometimes get repeated answers that are wrong or don’t give the correct result. Fin should hand off to a human agent earlier, before the customer gets frustrated, especially when it has only a likely theory rather than a definite, tested answer. Review collected by and hosted on G2.com.
I enjoy the ease of training Fin by Intercom to do exactly what you want through snippets and guidance. Snippets are so helpful to write specifically for Fin, without having to write a full article. I especially enjoy that you can 'improve answers' that Fin gave by directly adding a snippet. For guidance, I think it adds that extra control. It's really helpful, especially for making sure Fin escalates straight to a human for issues I know it can't resolve. It helps take a lot of frustration out for users and is easy for the team. Its responses are quite natural for AI. Additionally, I have found it easy to set up. While there are a lot of different areas of Fin to learn, it feels pretty easy once you are used to it. Review collected by and hosted on G2.com.
Fin by Intercom still sometimes struggles to understand that a user is already speaking with us. It will try to recommend users reach out to our email if they need to reach a human, even when they are already in a chat. We've added guidance to stop this, but it feels like a basic that it should recommend a user waits for the team in the chat they're already in rather than suggesting reaching out in another channel. Review collected by and hosted on G2.com.