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.

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.

Multi-channel support plus AI support.

Both Messenger and email tickets land in the same inbox, even when they’re coming from two different products. In our case, we have Aftersell and Upcart both routing support tickets into one shared inbox, and we rely on the “Brand” attribute to quickly tell which app the conversation is about.

On top of that, the native AI agent can be pointed to web sources and kept up to date through refetches, which takes some of the Fin AI maintenance off our plates. We keep our focus on maintaining external documentation, and Fin AI reads that documentation.

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.

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.

We use Fin for our Global Events, and we often have members reaching out with basic questions that they could have answered by searching an article or navigating to a different page. Now that we have Fin connected to Cvent (our events platform), it can pull real-time data and respond to the questions members ask, instead of them creating a ticket and waiting for someone on our team to reply within the next 24 hours.

Fin AI is a very configurable AI that is able to combine successfully in its response multiple sources of information. It can be displayed on various channels, including in-app, and on top of that, it has excellent reporting functionalities. The back-end interface is well laid out, it has in-product Ai support, and if that fails, the support team are quick to jump on and help. One issue is that tt was previously easy to integrate it with ZenDesk, but that seems to not be possible any longer for new instances.

There are no pre-set guidances for a lot of common scenarios.

Fin is our first line of support, dealing with Level-1, product use or configuration related questions It is thus able to deflect a large number of tickets and help with our daily support volume.

I love that Fin is smart and unpushy. It's really helpful because it summarizes the reason for the customer's inquiry and assists with providing helpful answers and possible fixes before handing over. I also appreciate how it doesn't overcomplicate things, especially with triage. The initial setup was super easy, I didn't break a sweat.

I think it would be better if Fin could be integrated while the chat is active.

I use Fin to summarize customer inquiries and assist with helpful answers and possible fixes before handover.

I like Fin because it's very user-friendly and easy to navigate. The option to integrate many essential tools is a big plus for our work, with apps like Birdie, Transly, and Linear easily fitting in. The AI assistant is particularly helpful, providing straightforward but detailed answers when I need clarification on specific sections or features of Fin.

None

I use Fin to support customers and update help articles. It's user-friendly, integrates essential tools, and has an AI assistant that streamlines support and navigation, answering questions clearly.

the fact that it's user friendly and enables us to save time by gathering information about the client in one tab

There's no particular downside about Fin

Having feedback for the clients in an effective way

centralising all the feedback

I like how easy it is to train Fin. It gets the knowledge very easily and shares the info with the clients in very easy to understand language. The setup was easy for us because we were already using Intercom, so the interface was familiar, and the Intercom team guided us through the setup process.

Fin hallucinates sometimes and mixes one piece of information with another, for which we have to retrain it a few times to make it more accurate.

I use Fin to answer general client queries, reducing workload on human agents and allowing focus on complex issues.

I find Fin incredibly useful for supporting customers, as it offers an intuitive and easy all-in-one way to switch between chat, email, and calls with just a few clicks. I can manage multiple conversations simultaneously, which is a big help. The AI assistant is great; it understands our terms and conditions thoroughly and has a knowledge base of past conversations, which is really handy for seeing how similar situations were handled before. The Notes feature is a highlight because it lets me easily communicate with supervisors or coworkers, either to request assistance or to share information.

The process on how I can dial a phone call (not call someone I'm texting) but call someone new is a bit complicated. An icon for a dialer would be great so we can type the number out manually. Instead, we have to pretend to call someone else and delete the number and type out our own number.

I find Fin intuitive and easy, allowing us to support customers through chat, email, or calls efficiently. We manage multiple conversations simultaneously, and the AI assistant, with its knowledge of terms and conditions, provides helpful past conversation insights. The Notes feature helps reach out to supervisors or peers.

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.

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.

A big part of my job isn't just bringing new users into the product, it's making sure their experience after signing up is just as good as what convinced them to register. Before using Fin, we'd launch a new feature and then wait a few days to figure out how people were reacting. Now we prepare for those launches much differently. We set up in-app messages, help center articles, automated workflows, and the right touchpoints before the feature even goes live. That's probably the biggest change I've noticed. Support is no longer the only team paying attention to customer conversations. Marketing uses them to spot recurring questions, improve onboarding, and fine-tune campaign messaging long before those insights show up in a report. Having that direct connection with users gives us a much better understanding of what they're actually struggling with, and it helps us communicate new features a whole lot better.

Fin is a fast, intuitive AI assistant that helps streamline tasks, understands context well, and boosts productivity—all in one place.

Fin’s main drawback is that it can sometimes misinterpret nuanced requests, and when tasks get very specific it may need extra clarification to get things exactly right.

Fin tackles the time‑consuming, repetitive tasks that slow me down by automating research, summarization, and key workflow steps. As a result, I can work faster, stay organized, and spend more time on higher‑value work rather than getting stuck in manual busywork.