Fin by Intercom Reviews & Product Details

I really like Fin by Intercom because it frees up time and answers questions for users in a really great way. It pulls from our knowledge base and answers questions really quickly for users. Overall, it's just saved so much time for our customer support team agents to work on other projects. We love the product ourselves, it's something that's in our workflows and we use every single day. It's something we wouldn't want to switch over to anything else, and we'd advocate for it to anyone you asked. Review collected by and hosted on G2.com.

I think it actually does seem to cover a lot of what we needed to do. I guess, if it could make changes for users using our app rather than just answer questions that would be another time saver. Review collected by and hosted on G2.com.

I like how Fin by Intercom handles the repeated tasks and questions, taking the load off my team. I appreciate that it is learning; they use internal sources to find answers and learn from mistakes in previous conversations. This allows for more accurate, human-sounding answers, which is what the customer would be looking for. I also like the progress Fin by Intercom has made over the past year, and the initial setup was easy. Review collected by and hosted on G2.com.

One thing that frustrates me is that Fin tends to loop - it keeps repeating the same answer even when the customer has indicated that the answer was not helpful. Fin doesn't ask for clarification when the answer misses the mark. Fin doesn't have context memory, it seems. It can forget sometimes if the answer was already provided. Review collected by and hosted on G2.com.

I love the control that Fin by Intercom provides during setup, which is much like programming an AI bot. My favorite thing is how it reads all our old chats to generate answers similar to how we would respond. We've been using Intercom for the past 10 years, and there's a lot of historical data for it to parse through. It has significantly reduced how many requests make it to our team by about 20%. Review collected by and hosted on G2.com.

A lot of the features to assess how the bot is doing are considered a Pro tool and an add-on for a fee. For the price we're paying to use Fin, it would be great to have some of those tools (even a basic version of them) included with Fin. Review collected by and hosted on G2.com.

Fin was easy to set up using our Knowledge Base as a starting point. We have a lot of insight into why Fin responds the way it does and control over how we want it to perform. Review collected by and hosted on G2.com.

Some of the more technical pieces of setup (Stripe MCP, Procedures, etc.) aren't so "out of the box" and require some technical knowledge like transforming data into Python and knowledge of APIs. If you don't have this kind of knowledge on your team it can be a tough hurdle. Review collected by and hosted on G2.com.

What I like best about Fin by Intercom is its AI-powered automation for customer support. It can instantly answer common customer questions using existing knowledge, which helps reduce agent workload and improve response times. Review collected by and hosted on G2.com.

One thing I dislike about Fin by Intercom is that the quality of its answers depends heavily on the knowledge base. If the content isn’t well organized or kept up to date, the responses can end up being inaccurate or misleading. I’ve also found that, in some cases, the customization options feel limited. Review collected by and hosted on G2.com.

I like that Fin utilizes actual help guides that are built into our system. The Ai reviews the support documents and provides well-formed responses utilizing the guides, and also provides a link to guide itself within the responses. I can simply add the ai response to the composer and easily provide info to clients. Answers are populated efficiently, so I don't have to wait long and can quickly use Fin while actively chatting with a client. Review collected by and hosted on G2.com.

Sometimes, I feel that the information is there for Fin to use, but it cannot find the appropriate answer that I am looking for. There are times where I will type in the name of a help article verbatim and it will get confused and not be able to pull the information. Review collected by and hosted on G2.com.

The ability to quickly learn when you sync it from an external help page and the fact that it uses relevant general knowledge. Review collected by and hosted on G2.com.

Why did the Intercom team remove Custom Answer responses and replace them with snippets that are not as precise. Review collected by and hosted on G2.com.

What makes Fin by Intercom stand out is how well it can handle complex, multi-step questions with human-like reasoning, while still relying strictly on your own knowledge base to avoid “hallucinations.” In my experience, it’s very effective at deflecting common support tickets (often 50%+) and it integrates smoothly with tools like Zendesk and Salesforce. Overall, it feels like a dependable, AI-first teammate that helps you scale support without sacrificing accuracy. Review collected by and hosted on G2.com.

It’s also not exactly “plug and play.” If your help articles aren’t in great shape, the AI can end up giving vague or even incorrect answers, which means I’d have to spend weeks cleaning up the documentation just to get it working properly. On top of that, it still struggles with more complex technical nuances and can’t always access my internal notes, so it ends up feeling like a high-maintenance teammate that needs constant babysitting. Review collected by and hosted on G2.com.

I enjoy the ease of training Fin by Intercom to do exactly what you want through snippets and guidance. Snippets are so helpful to write specifically for Fin, without having to write a full article. I especially enjoy that you can 'improve answers' that Fin gave by directly adding a snippet. For guidance, I think it adds that extra control. It's really helpful, especially for making sure Fin escalates straight to a human for issues I know it can't resolve. It helps take a lot of frustration out for users and is easy for the team. Its responses are quite natural for AI. Additionally, I have found it easy to set up. While there are a lot of different areas of Fin to learn, it feels pretty easy once you are used to it. Review collected by and hosted on G2.com.

Fin by Intercom still sometimes struggles to understand that a user is already speaking with us. It will try to recommend users reach out to our email if they need to reach a human, even when they are already in a chat. We've added guidance to stop this, but it feels like a basic that it should recommend a user waits for the team in the chat they're already in rather than suggesting reaching out in another channel. Review collected by and hosted on G2.com.

I like that Fin by Intercom is simple to set up and easy to understand. I value the procedures a lot and find the data connections very helpful. Review collected by and hosted on G2.com.

It's not easy to see what the AI is thinking. I wish I could be able to go back and see how it's thinking. And have an interactive tool to be able to tell Fin, hey, this is where you messed up. This is what needs to change. How do we need to change that so that you don't answer this way in the future? It just became a little bit difficult to help improve it over time. And it sometimes gets messed up with all the context, I feel like. And I struggle to know what is causing the issues. Review collected by and hosted on G2.com.