Fin is easy to use for straight-forward cases. If the use case is simple, then it will deliver.

I am also quite happy with our current Account Manager who is quite fast to react.

On the AI front, I'd say that Fin has been better than most Support/Troubleshooting AIs. It can still "hallucinate" (like all AIs), but it does not resist when asked to escalate to a human. Review collected by and hosted on G2.com.

We have found the product to have bugs whenever pushed beyond standard use cases. As a team that heavily relies on tickets, I find it not great that Fin's own support does not utilize this feature.

Integrations with other tools could have been better - especially for Slack. We find ourselves having to use an intermediary such as Zapier to get the results we want.

Finally, some more triggers for workflows would have allowed us to build with more ease. Review collected by and hosted on G2.com.

As a small customer support team of two, Finn has been a huge game changer for us. Since refunds and cancellations are our top queries, Finn has been able to automate account and subscription cancellations and issue refunds to customers, saving our team hours each day.

The Procedures section has been incredibly useful because it lets us set our own guardrails. For example, anyone requesting a refund for a payment that’s over 14 days old gets sent straight to the customer support team, while anything under 14 days Finn will reply to.

We were also able to link our team inbox to Finn. It now receives all of our emails and escalates anything it can’t answer. This has been extremely beneficial because Finn captures the customer’s issue and any additional details we need, so we don’t have to dig around once something is escalated. Overall, it’s saved us a lot of time.

At first, the UI felt a bit confusing, but after a walkthrough it’s actually pretty easy to use. I love the inbox layout in Finn and how you can switch between different conversation groups (for example, unassigned, closed, assigned, etc.). It’s genuinely easy to navigate because everything is in one place, with no constant back and forth.

In terms of performance, Finn answers our customers very quickly, and we’ve received a lot of praise for it. Instead of customers waiting anywhere from 2 to 5 business days for a reply, they’re getting an instant response from Finn. Even when Finn can’t answer a question, the customer still gets an immediate message letting them know it will be escalated to the support team, so they’re not left waiting for days without any update while we work through the queue.

On pricing, yes, it is a bit pricey, but I do think you get your money’s worth. The resolution rate feels quite reasonable for what it does, and the team works with you really well around the budget you have to make sure you get what you need for what you can afford.

Support and onboarding have been absolutely exceptional. Their customer support team is second to none. Whenever I have an issue or question, it’s answered within minutes or a few hours. Their chat feature is brilliant, and they’ll walk you through any fixes instead of just telling you what to do. They take screenshots, link you to the right place, and tell you exactly what to input. They’re beyond helpful, and I couldn’t be more appreciative of their CS team. When it comes to bugs in particular, the team has jumped on them quickly and resolved issues I’ve had within minutes. If it’s a bug that isn’t an instant fix, they consistently reassure us that it’s being looked into, rather than saying it’ll be fixed at some point and then going quiet. Review collected by and hosted on G2.com.

As with any AI feature, there are going to be hallucinations and mistakes. It can be pretty frustrating when Finn hallucinates, especially when I feel I’ve worded something clearly in the procedure. I’ve found myself getting particularly frustrated when I have to keep altering the procedure just to make him understand exactly what needs to be done.

That said, the customer support team has been incredible. They’ll come back with, “Okay, you might have said it clearly this way, but this is what you actually need to do,” and that guidance makes a big difference. For example, when it comes to inserting inputs, it’s not always enough to simply state something, and they’ve been really helpful in showing the right way to structure it. Any irritation I do have with the product is usually dealt with quite swiftly by customer support.

I do wish, however, that Finn could reliably read attachments and screenshots. There have been a few cases where he’s managed it, but most of the time he can’t. That means a customer might send in every bit of information needed, and Finn still hasn’t clocked it because he can’t read a PDF. As a result, customers get unnecessarily escalated to us, and then they understandably get frustrated because we’re able to resolve it straight away. They end up questioning why Finn couldn’t do it in the first place.

There have also been cases where the customer has provided the correct email, but because they’ve used an uppercase letter instead of lowercase, Finn can’t locate the account. It really should be able to find it regardless of case, but this leads to more unnecessary escalations that Finn could have handled if the uppercase/lowercase issue didn’t get in the way.

One of the most painful things for me is that, because we use the inbox rather than messenger, Finn doesn’t merge conversations. The same person can send their replies as separate emails and Finn treats them as a new customer each time, so the customer has to restart the same conversation every time they write in. That gets frustrating for them and, honestly, it can be pretty annoying on our side too. Review collected by and hosted on G2.com.

What I like best about Fin is how efficient and knowledgeable it is when responding to customer queries. It has a strong understanding of our system and is able to provide helpful and relevant answers quickly, which makes it a great support tool for both our team and customers. Review collected by and hosted on G2.com.

Sometimes Fin can be repetitive in the way it handles a conversation, which can make the interaction longer than necessary. By the time the conversation is handed over to the human queue, there can be a lot of chat history for us to go through before we can understand the issue and assist the customer. It would be helpful if Fin could keep conversations more concise and avoid repeating information that has already been provided. Review collected by and hosted on G2.com.

Very responsive support, lots of capabilities, and plenty of cool features and automations. We used Zendesk in the past, but it felt much more complicated and almost required someone full-time just to maintain and set up. Fin is much easier to work with and more agile overall. They are constantly working on adding new features and improving their software. Review collected by and hosted on G2.com.

Can be a bit glitchy especially when new features first come out. Sometimes feels like there is a lot of manual work and repetition but that may just be because of how we use the tool. It's been hard to get our account manager to get back to us. Review collected by and hosted on G2.com.

Flexibility is the big win here. We can put the Fin messenger on any surface we own, and we have a ton of analytics, plus the ability to build our own custom reports. The Reports UI also lets us resize those custom reports so we can put together a dashboard that fits what we need. Review collected by and hosted on G2.com.

Right now, their workflow builder feels very stiff. This is the one area where I think Fin needs to put more focus.

There’s no support for webhook triggers, no support for more than one trigger per workflow, and no way to drag and drop blocks to reorder them. You have to delete and recreate nodes and conditional blocks. There’s also no ability to run parallel branches (for example, if Parameter A → go to Path A, but also if B → run Path B as well).

Overall I find myself using dedicated automation platforms like n8n and Zapier, hooking them up to data connectors, and then having those connectors fire in the Fin workflows instead of using the native workflow builder. Review collected by and hosted on G2.com.

I’ve been using Intercom since 2020, and it’s the best chatbot provider in the market. It really redefines what a chatbot can do, and the functionality and UI/UX are far beyond what I’ve seen with other chatbot providers.

Fin is easy to use and supports our use case extremely well. We’ve been using it for our Global Events website, and it has brought our cases down significantly and has improved Case TAT.

I also love how the Fin team keeps improving the product. Fin Tasks and Procedures is something I absolutely love and use a lot.

We have multiple integrations (out-of-the-box and custom ones as well) that fetch data from multiple sources. We’ve used Fin for a variety of things, like AI registrant matchmaking, finding attendees, and more in our event app using REST API and custom data connectors.

Overall, the experience is smooth, and members are using it more and more. It has become a vital part of our tech ecosystem. Review collected by and hosted on G2.com.

I don’t like that we need a full seat just to access the inbox. A lite seat is basically read-only access, which doesn’t feel very useful. Review collected by and hosted on G2.com.

- The interface, it's clean, simple and fits the start-up vibe

- Functionaility across so many different support options

- Fin AI - incredibly good bot Review collected by and hosted on G2.com.

- Some areas are complicated to find. You can find you have some Ai settings within Messenger areas when perhaps they should all live in one place.

- Customer support is great, but it'd be good to have quicker replies at times Review collected by and hosted on G2.com.

Fin has been incredibly helpful for clearing out and responding to tickets with simple solutions or basic questions that can be answered by reviewing our help docs. It significantly reduces queue volume, which lets me focus my time on tickets involving more complex issues. Review collected by and hosted on G2.com.

The only negative I’ve found with Fin is that it can be slow to pick up changes in our help docs. As a result, it may sometimes share outdated or incorrect information, which I then have to clarify with the customer. Review collected by and hosted on G2.com.

I like that Fin keeps improving every week, and I can see the platform growing. The support is very good, and bugs I find are fixed and addressed. The workflows and automation give us flexibility. I’ve used them for routing, tagging, and automated flows that would otherwise require agents to act, and they help us align processes across teams and follow them correctly. Fin AI is also very helpful, though I sometimes notice bugs and hallucinations that aren’t clear how to fix. I appreciate that the company listens to needs and keeps adding workarounds and support for things that were previously said to be impossible. Customization, AI tools, and powerful workflows are valuable to us, and I like that the platform keeps growing and building. The MCP with AI models is also really helpful. Review collected by and hosted on G2.com.

I wouldn’t say there’s anything that isn’t working. I sometimes run into platform limitations, mostly around CRM management, APIs, and databases. Fin AI can also have bugs and hallucinations, and sometimes it’s unclear how to fix them. Review collected by and hosted on G2.com.

Fin stands out for delivering fast, accurate AI-powered customer support while maintaining a natural conversational experience. The platform integrates smoothly with existing help desk workflows, resolves a high percentage of common customer inquiries automatically, and provides clear handoffs when human intervention is needed. Its knowledge base integration, analytics, and continuous learning capabilities reduce support workload, improve response times, and deliver a strong return on investment by increasing both team efficiency and customer satisfaction. Review collected by and hosted on G2.com.

Fin performs well for common support scenarios, but handling highly specialized or company-specific requests sometimes requires additional knowledge base refinement. Initial setup and optimization take time to achieve the best results, and expanding customization options for workflows and reporting would make the platform more flexible. Pricing may also be a consideration for smaller teams, while deeper integrations with additional third-party business tools would further enhance its value. Review collected by and hosted on G2.com.