Fin Reviews & Product Details

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.

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.

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.

What I like most about Fin is how quickly it provides helpful answers to common customer questions. The interface is simple, the responses feel natural, and the integrations make it easy to fit into our existing support process. It is also fast and easy to set up.

Fin reduces repetitive work so the support team can focus on more complex issues. The AI understands the context behind questions, which makes its answers more relevant. From a pricing and return on investment perspective, it offers good value by improving support coverage and saving the team time without making the customer experience feel robotic. Review collected by and hosted on G2.com.

Fin is not perfect with complicated or highly specific questions, so some answers still need to be reviewed by a support agent. It can also take time to adjust the content and settings so the responses match your preferred tone. The cost may be harder to justify for smaller teams with lower support volume. Review collected by and hosted on G2.com.

I like Fin's efficiency as it makes some customers happy to receive a quick answer. I enjoy working hand in hand with AI, as it takes off a lot of load that can be quickly resolved and lets the team focus on the complicated interactions. The setup was super easy, and I was very surprised by how quick it is to get Fin on board and set up to work with us. Review collected by and hosted on G2.com.

Sometimes the information Fin shares is incorrect, and the customer comes back upset. In these situations, I would prefer Fin to just reroute immediately instead of playing a guessing game. He could pick up clues left by the customers and simply reroute immediately to the right associate. He can focus on select topics and for the rest, he can simply say a human will help. Review collected by and hosted on G2.com.

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.