Fin by Intercom Reviews & Product Details

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.

The vast keyboard shortcuts were the most helpful in the Intercom. Speaking with different customers makes your life faster and easier with just one click of a button, and you can already switch to a tab, or change your interface.

Another thing I love about Intercom is the new CoPilot feature. It is an AI but also user input so you are assured that you can modify your responses and choose from the best answers from your colleagues. Review collected by and hosted on G2.com.

It creates too many interaction. I hope it can identify and merge tickets immediately if a user created too many inquiries in a given instance. 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 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.

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.

Fin truly manages our tier-1 questions effortlessly. It takes care of things like password resets, inquiries about payment timing, and basic troubleshooting—the kinds of issues that used to consume about 40% of our support team's time. What impressed me most wasn't just that it could answer these questions, but that it pulls directly from our help docs and keeps the responses on-brand. Our support team can finally focus on the complex issues that actually need a human touch, and our response times for those harder tickets have improved because people aren't drowning in password reset requests. Review collected by and hosted on G2.com.

Fin charges per resolution, which sounds fair until you realize how fast those costs add up. Intercom's pricing tiers mean you're constantly doing mental math about whether each resolution is "worth it." I wish they'd offer a flat monthly rate for a certain number of resolutions. Review collected by and hosted on G2.com.

It allows our support team to really focus on more crucial support issues and has reduced our ticket volume by over 10% in FY 2025. Review collected by and hosted on G2.com.

The cost is pretty high, but when you factor in that it helps to reduce hiring additional headcount, it essentially pays for itself. Review collected by and hosted on G2.com.

I like that you can feed it the adjustments needed to improve it, and that is has a wide range of integrations you can connect with it, to elevate the bot and it's knowledge Review collected by and hosted on G2.com.

Although you can feed it a lot of information, it can still answer questions incorrectly. One would assume it's due to us not feeding the bot correctly, but I do find it's quite sensitive to how a user asks a question i.e if the question is essentially the same, but the wording is slightly different between two conversations, it may through up a whole different answer for one user Review collected by and hosted on G2.com.

I like how Fin by Intercom can use our help center content to answer questions, and how we can adjust our content to make it more accurate. Guidance is also a cool feature; it's such a smart use of AI to bring efficiency to our inbox. We love how we could abandon our old triage system filled with buttons and paths and use only Fin to handle chats, including routing to different inboxes to optimize our team's time. The initial setup was as easy as it gets. We just enabled it on some workflows and started adjusting our help center content to make the answers more accurate. Review collected by and hosted on G2.com.

We looked into Fin actions/tasks, but it seemed too complicated for us to implement, and we couldn't divert dev resources for that when we thought of it. Our superiors also don't really trust connecting our system with Intercom's to give Fin access to our users' information. Maybe a more simplified way to connect both things would help, but it was too complicated to just connect. We're having a little bit of trouble with Copilot mixing up our help center content with our guidelines and playbooks. Review collected by and hosted on G2.com.