Fin by Intercom Reviews & Product Details

Fin has been able to take a load off of the seasonal volume spikes in a tremendous way. As our business continues to scale year over year, the questions don't necessarily change as dramatically as the volume but the volume can still be hard to predict. With Fin, it can answer easy questions at scale efficiently allowing our reps to focus on the more complex customer inquiries. Review collected by and hosted on G2.com.

It still takes a lot of work to QA Fin and make sure your content is up to date. While some people think an AI bot is "easy" it just means our strategy and work style has to shift to be more about training Fin and less about drafting direct responses to customers. Review collected by and hosted on G2.com.

I mainly use Fin by Intercom as an assistant in the sidebar and for making recommendations. It's intuitively and nicely worked into the rest of Intercom without taking over the whole platform, making it well-balanced. It really helps when I can't immediately recall which chat has the answer, as it retrieves responses based on previous chats, saving me a lot of time doing support. The initial setup was smooth and quite self-explanatory, which made getting started easy. I also think it's amazing for scaling. Review collected by and hosted on G2.com.

As is typical with AI, some answers are completely beside the initial question. Although that's probably also on us, as the correct information might not be available at the time. The only downside is having to make sure all data is available to Fin. 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.

I love that Fin can pull content from articles or previous responses to provide customers with accurate and up to date answers. Using Fin has been very beneficial to our Support Team, and it is always an easy experience when I have a question for Intercom's Support Team. Review collected by and hosted on G2.com.

Fin is very useful to questions that have a straight forward answer, but of course, cannot work as well when there is an issue that requires investigation. Often we can find ourselves caught in a loop of the bot trying to troubleshoot an issue that it cannot help with. Within our Support Team, we have built a workflow to counter this problem - but I often find this with the Intercom bot as well, even after you ask to speak with a human directly. Review collected by and hosted on G2.com.

Fin allows my team to focus on high value initiatives while it handles basic support queries that can be easily resolved by AI.

Intercom invests a lot in this technology and puts it at the core of their product which is reassuring for the foreseeable future.

It's relatively easy to set up and if your knowledge base is strong and optimized for AI, you can expect very good results in terms of autonomous resolution of support tickets. (Help Center) Review collected by and hosted on G2.com.

The cost can quickly add up as you are being charged by resolution as opposed to a flat unlimited monthly rate, which can make it hard to anticipate. Review collected by and hosted on G2.com.

What I like best are High automation & scale

Fin can handle a lot of first‑level support automatically — repetitive questions, triage, basic troubleshooting — freeing up human agents for more complex tasks. This means faster response times and more consistent support. Review collected by and hosted on G2.com.

What I dislike is Accuracy on niche/specific questions is lower Fin depends a lot on how well your help‑docs / knowledge base cover a topic. If your content isn’t clear, detailed, or well‑structured, Fin may misunderstand or give incomplete answers. Users report that for edge‑cases or very particular product questions, Fin sometimes “hallucinates” or has to be rescued by a human. Review collected by and hosted on G2.com.

I use Fin by Intercom for replying to customer emails, and it handles common basic questions, saving me time. I like its ease of use and how it adapts to knowledge when fed. The multi-usage feature is great, allowing use with WhatsApp and Messenger. The AI functionality is a strong point, and it's more easy to use compared to other products we've tried. Review collected by and hosted on G2.com.

I don't like that the Intercom languages for the Middle East aren't displayed correctly. They start from right to left, but Intercom only goes from left to right. Also, i would prefer Fin to react to direct messages only (if we could have this option), for the moment it replies to all including Re and Fwd as well which is not necessary. Review collected by and hosted on G2.com.

I use Fin by Intercom for customer service, and we're getting positive feedback from customers. I really like that it shares a lot of information and even screenshots with the customers, and it adds full instructions too. This means only complex issues get escalated to a human agent, giving them more time to assist with any bugs or complex problems that customers experience. Review collected by and hosted on G2.com.

Sometimes it has issues with understanding Hebrew and then it gives the wrong information to the customer. When it gives the wrong information, the customer takes the wrong action, and it confuses them. The initial setup took some time because we don't have integrations, so I had to add a lot of info to Fin by Intercom. Review collected by and hosted on G2.com.

I like the automation and the escalation metrics in Fin by Intercom. Everything is pretty much easy and super intuitive, and I appreciate that you don't have to do any specific training per se. All we needed to do was create our help center and ensure that Fin had access to the content, which made learning easy. I think it's intelligent too, making suggestions for content not even in the help center. I enjoy its knowledge level and how intuitive it is. Review collected by and hosted on G2.com.

Okay. I don't know if this is a Fin issue or an actual Intercom system issue. But because we have just the one, Intercom email forwarding address, so what Fin does is it replies to every email because we have Fin turned on for email. It replies to every email that comes into that one centralized address. Despite the fact that I created a workflow that is basically supposed to omit a team from the response. So I think I don't like the fact that we don't get to pick what channels our responses go through, specifically the email. We get to customize mostly within Messenger. So I think we need more email support in terms of customization and how we intend to implement that. Review collected by and hosted on G2.com.

I like the user experience of Fin by Intercom, and it feels pretty intuitive to use. The AI functionalities are cool, and I also appreciate the workflows. Review collected by and hosted on G2.com.

The distributor field is hard to auto-map, which affects how we make automations and workflows to categorize tickets. If there was a better way to map it, it would really help us. We prioritize certain distributors and have workflows that mark a ticket higher priority due to the distributor. Right now, we look at the email domain, but if there was a way to map the distributor automatically, it would help us a lot instead of specifying the email domain in the workflow. Also, I wasn't part of the initial setup, but it took a couple of months to set up properly and it seemed like there were lots of hiccups. Review collected by and hosted on G2.com.