Fin by Intercom Reviews & Product Details

Intercom has been a great tool for contacting customers and for creating an integrated system alongside our other software. It’s about as easy to use as it gets, and we rely on it every day for our standard customer support interactions. Fin also helps us work through conversations more efficiently, so we can focus on the ones that truly need direct human interaction.

It is also, importantly, an extremely easy system to train new staff on. Review collected by and hosted on G2.com.

Can be a little clunky in some aspects but is mostly a really positive program. The main area of improvement needed is in the search engine as this can be a chore to find conversations not directly linked to a specific customer. Review collected by and hosted on G2.com.

I really appreciate how Fin by Intercom helps me save time and keeps things organized. I find its workflows to be extremely time-saving, which I value the most. It also helps us refrain from constantly monitoring our chatbot, and it's nice to have responses recorded with names and emails. The biggest value proposition for me is the time-saving aspect, which is super helpful. Plus, having a place to train the AI and make it work the way we want, and being able to constantly iterate it, is super helpful. Review collected by and hosted on G2.com.

I think its critical thinking capabilities, which might be hard for an AI agent. But having to give it less direction to get our output would be helpful. I just wish the support team at Intercom was maybe a little bit more high-tech. Review collected by and hosted on G2.com.

Fin has been a great addition to our support workflow. It provides fast, accurate answers and helps reduce response times significantly. Our clients appreciate the immediate assistance, and our team can focus on more complex cases. The setup was smooth, and the quality of AI responses keeps improving over time — it really feels like an extension of our team. Review collected by and hosted on G2.com.

Fin is a helpful tool, but there’s still room to grow. Sometimes the answers feel too generic or lack the right context for specific client questions. Better control over tone and more training options to align it with our brand voice would make a big difference. Overall, it’s a solid product — it just needs more flexibility for teams managing complex, multilingual interactions. Review collected by and hosted on G2.com.

I like the custom answers feature in Fin by Intercom, as it helps differentiate answers based on the client's location, ensuring we don't mix and merge data when communicating with clients. The snippets feature is incredibly useful for quickly adding info that we don't want clients to just find by scrolling through articles but want them to know if they're specifically looking for it. The ability to set a tone of voice is great for maintaining good service, and guidance has become one of my favorites recently. The initial setup was pretty easy, mainly because we didn't have many articles at the start. Review collected by and hosted on G2.com.

I don't like that I can't add different languages to one snippet, like with articles. It's also frustrating not being able to change the language listing order. Switching to article editing directly from the published article would be a nice feature. For the Fin bot, I wish there was an ability to evaluate answers in chats and train the bot based on that. There's also no report on how articles are being used in specific bot conversations. For example, if I post a new article, I want a report to show which conversations it was used in. Review collected by and hosted on G2.com.

I like the support we get from Intercom's team and using Fin by Intercom itself to learn about the AI. I think the personality in general is configured well. Review collected by and hosted on G2.com.

I find that a lot of pages are separate where they could be one. For example, the macros sit in a different page than the rest of the knowledge base and Fin can't access macros. The initial setup was pretty complex, especially with importing a lot of knowledge into the Intercom knowledge base and making it AI-friendly; that was very time-consuming. Another thing I find tricky with Fin is that you can't really relate one guidance prompt to another. Review collected by and hosted on G2.com.

I like that Fin just gets it. You can ask a question pretty much how you’d ask a person and it usually knows exactly what you mean. It saves me a ton of time going through docs or tagging other people for answers. It’s also improving fast, which is nice to see. Review collected by and hosted on G2.com.

Sometimes it misses context if the question’s a bit too specific or worded oddly. Not a dealbreaker though, I just rephrase and it usually gets it right the next time. Would be great if it handled internal links and file lookups a bit smoother too. Review collected by and hosted on G2.com.

I use Fin by Intercom as the first point of contact with our users, both in chat and email, and the experience has been magnificent. The implementation is user-friendly and easy, with a super intuitive setup. The quality of its response really stands out, and it has reduced the load on human agents and improved the first response time in the support channel. This has been especially useful for inquiries that do not require human management. Review collected by and hosted on G2.com.

I would improve the ability to learn to solve doubts through repetition, that is, to be able to learn about a topic not necessarily from the knowledge base or text fragments but from reading problems and resolutions by human agents. Review collected by and hosted on G2.com.

That it helps in resolving any complex customer query and works best with performing actions like processing refunds or tracking orders, aiming to provide fast, accurate, 24/7 support with high resolution rates. Review collected by and hosted on G2.com.

There are problems with manual duplicate merging, and the AI can sometimes provide responses that are unhelpful or inconsistent. Some users have also found the software to be buggy or lacking important features, such as screenshot analysis. For the best experience, it seems necessary to have deep integration with the full Intercom suite. Review collected by and hosted on G2.com.

I like that Fin by Intercom serves as our frontline agent for customer support, effectively answering chats and emails, especially when our team is out of the office. It's particularly helpful for our international users who are active when we're not. I appreciate the ability to synthesize personalized answers in real time from our documentation. The newer features for providing specific Fin guidance rules have helped us to enhance and fine-tune the experience for our users. Additionally, the current simple and workflow deployments have improved setup, making things a lot smoother compared to earlier stages. Review collected by and hosted on G2.com.

We still experience occasional hallucinations or "out of scope" answers where Fin tries to provide a more comprehensive answer to a user question that isn't explicitly part of our documentation. We've tried adding guidance rules to not provide certain types of answers, but a special built-in category of guidance type for "blacklisting" topics could be helpful. Review collected by and hosted on G2.com.

I really appreciate how Fin by Intercom, who we refer to as Cecilia, feels like a team member. As a small Customer Care team, we handle a lot of requests, so reducing the volume with Fin's help is invaluable. It's great that when clients reach us, they've often already received solid advice from Fin, aiding our agents in providing the most accurate information. It also significantly helps us manage high volumes by giving clients immediate assistance, thereby reducing wait times and providing a reliable resource. Review collected by and hosted on G2.com.

Sometimes, Fin gets things wrong. We have many clients and sometimes Fin has a hard time discerning between them to provide client-specific assistance. I'm not the one who went through the setup process, so I wouldn't be able to say how that went. That said, I've managed workflows since then and I find the process to be a little bit confusing. I know this is likely because Fin is a complex tool with many features, so it makes sense that learning how to use it can take some time. Review collected by and hosted on G2.com.