Fin by Intercom Reviews & Product Details

I really appreciate how Fin by Intercom reduces the overall volume that human agents need to deal with by filtering out basic level queries. I like that Fin can pull from multiple sources and display images to help with clarity. This is especially handy when a query covers two distinct but related areas, and the information might be spread across multiple articles. Having Fin extract this information is very useful. The initial setup of Fin was also very easy for us since we had a lot of existing material to train it on, which made it straightforward. Review collected by and hosted on G2.com.

Fin sometimes hallucinates information/answers that aren't accurate/true. We have used the instructions feature to tell Fin not to provide answers when it doesn't have enough information, but despite this, Fin will sometimes provide guidance to customers that is factually inaccurate. Review collected by and hosted on G2.com.

Fin has been a game changer for our support team. What I like most is how easy it is to keep Fin up to date with our product. Setup was painless. The interface and features are powerful yet simple, helping us handle a large volume of support without feeling overwhelmed. Fin's responses are accurate and thoughtful. Review collected by and hosted on G2.com.

Any time there's anything that I've disliked about Fin, it's almost always resolved in the next release from Intercom. No complaints. Review collected by and hosted on G2.com.

I like that Fin by Intercom is very versatile and easy to adapt, with just a good prompt, FIN can attend to customers as if it were another support agent. I like the voice functionality and how FIN can adapt to the type of agent I want it to be, which makes it more human. FIN's voice is very human, which results in added value and a more interesting experience for customers. I also appreciate the ease of setup, especially since we moved from Talkdesk to Intercom, the portability and ease of setup were straightforward. Review collected by and hosted on G2.com.

Sometimes Fin by Intercom is very general in its responses or fails to fully understand the customers. Review collected by and hosted on G2.com.

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.