--- title: Fin Reviews meta_title: 2900+ Reviews from the Intercom Community meta_description: Read what the Intercom community has to say about different features, use cases, and pricing models. aggregate_rating: rating_value: 4.5 review_count: 3884 scale: '5' date_modified: '2026-07-14' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Fin Reviews **Vendor:** Intercom, Inc. **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.5/5.0 **Total Reviews:** 3,884 ## About Fin Fin is a single Customer Agent that can take on different roles, depending on what the conversation needs. Fin can handle sales, service, and more - all as part of one continuous experience for the customer. Key benefits of Fin AI Agent: - Automates complex tasks such as refunds, transaction disputes, and technical troubleshooting. - Easy to configure with a no-code experience that anyone on your team can manage. - Works with any helpdesk, including Salesforce, HubSpot, and Freshdesk – no migration required. - Affordable at scale with pricing starting at just $0.99 per outcome. - Provides complete visibility and control through tools to analyze, train, test, and deploy Fin across all channels. - Engages buyers as they explore your site, providing instant, relevant answers when intent is highest. - Moves prospects closer to a decision, answering questions about pricing and features, addressing objections, and matching solutions to their needs. - Closes opportunities by guiding qualified buyers to the right next step – booking meetings, starting trials, or handing off to sales with full context. How it works: Fin combines generative AI with deterministic rules to act just like your best human agents. You can give Fin detailed, step-by-step instructions, and it will follow them with speed and reliability – reducing time to resolution and improving customer satisfaction. Under the hood, Fin is powered by Fin APEX 1.0, the highest-performing, fastest model for customer service. Every layer is optimized for accuracy, speed, and reliability, so Fin can handle high volumes and complex queries with confidence. Proof of performance: - Fin resolves 67% of customer queries on average, with rates as high as 93% for some teams. - Trusted by 6,000+ customer service teams, including the world’s leading AI companies like Anthropic. - In independent tests, Fin consistently outperformed competitors, delivering higher resolution rates than Forethought, Decagon, and others. Ranked #1 AI Agent on G2, with the highest number of reviews. ## Fin Pros & Cons **What users like:** - Users find Fin to be **incredibly powerful and useful** , offering quick access to knowledge and excellent support. (378 reviews) - Users find Fin to be **very easy to use and customize** , enhancing their overall experience with effortless integration. (356 reviews) - Users appreciate the **powerful and intuitive features** of Fin, enabling quick queries and seamless integration. (289 reviews) - Users value the **efficiency** of Fin, which streamlines support and saves time for more complex interactions. (237 reviews) - Users commend the **excellent customer support** of Intercom, appreciating quick responses and educational webinars for enhanced service. (226 reviews) - Users appreciate the **automation capabilities** of Fin, enhancing efficiency while managing a larger client base effectively. (222 reviews) - Time-saving (179 reviews) - Customer Satisfaction (172 reviews) - Intuitive (167 reviews) - Artificial Intelligence (164 reviews) **What users dislike:** - Users find the **missing features** in Fin limit functionality and hinder effective communication and support. (135 reviews) - Users find that Fin has **limited critical thinking and error-prone responses** , affecting its overall effectiveness and reliability. (117 reviews) - Users find Fin's **limited features** frustrating, lacking essential integrations and causing unexpected costs with upsells. (103 reviews) - Users find the **learning curve steep** due to complex setup and insufficient guidance on procedures and features. (102 reviews) - Users report **poor customer support** , often experiencing delayed responses and frustrating agent handoffs that hinder effective assistance. (81 reviews) - Poor Understanding (81 reviews) - Complexity (80 reviews) - Users find the pricing of Fin to be **excessively high** , especially with numerous upsells that increase costs unexpectedly. (80 reviews) - Inadequate AI Features (79 reviews) - Inaccuracy (74 reviews) ## Fin Reviews ### 1. All-in-One Support Management Made Easy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2026 **What do you like best about Fin?** I like being able to manage everything in one place, from help centers to tickets and more. **What do you dislike about Fin?** Some aspects of the product feel overly technical, which can make it pretty difficult to figure out where everything is and how it all works. **What problems is Fin solving and how is that benefiting you?** Streamlined support function, especially since I’m currently the only person on my team managing customer support. ### 2. Real-Time Omni-Channel Support That’s Easy to Train On **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica F. | Head of Customer Success, Real Estate, Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2026 **What do you like best about Fin?** The omni-channel support is fantastic. It updates in real time and is easy to train new hires on. I’ve used several competitors, but I always come back to Fin as the best vendor. **What do you dislike about Fin?** Building out product tours is difficult and cumbersome. It often breaks and I need to lean on an engineer in order to anchor the popups correctly. **What problems is Fin solving and how is that benefiting you?** It allows us to communicate with customers in real time. Our team can collaborate on different customer needs within the same tool. The integrations connect with other departments tools and it makes the energy and effort minimal and flawless. ### 3. Operator Makes Building Procedures Easy with a Beginner-Friendly UI **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Furniture | Mid-Market (51-1000 emp.) **Reviewed Date:** July 13, 2026 **What do you like best about Fin?** Intercom's Operator is my favorite part about Fin because it is able to build procedures, guidances and its content source by just a few simple prompts. The UI is also beginner friendly with easy tabs to navigate through. **What do you dislike about Fin?** If I could change one thing about fin it would be able to filter conversations in a more advanced way. An example would be filtering conversations by users and time stamps. It would also be nice to have a section to combine both open and closed conversations and have it all presented in one stack. **What problems is Fin solving and how is that benefiting you?** Fin is able to answer customers frequently asked questions and leave them rest assured all their comments and concerns before making a purchase with us. ### 4. Intuitive Support Solution with Room for Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie C. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2026 **What do you like best about Fin?** I find Fin incredibly useful for supporting customers, as it offers an intuitive and easy all-in-one way to switch between chat, email, and calls with just a few clicks. I can manage multiple conversations simultaneously, which is a big help. The AI assistant is great; it understands our terms and conditions thoroughly and has a knowledge base of past conversations, which is really handy for seeing how similar situations were handled before. The Notes feature is a highlight because it lets me easily communicate with supervisors or coworkers, either to request assistance or to share information. **What do you dislike about Fin?** The process on how I can dial a phone call (not call someone I'm texting) but call someone new is a bit complicated. An icon for a dialer would be great so we can type the number out manually. Instead, we have to pretend to call someone else and delete the number and type out our own number. **What problems is Fin solving and how is that benefiting you?** I find Fin intuitive and easy, allowing us to support customers through chat, email, or calls efficiently. We manage multiple conversations simultaneously, and the AI assistant, with its knowledge of terms and conditions, provides helpful past conversation insights. The Notes feature helps reach out to supervisors or peers. ### 5. Fin Streamlines Support by Triaging Simple Requests **Rating:** 5.0/5.0 stars **Reviewed by:** Keirstin D. | Senior Product Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2026 **What do you like best about Fin?** I like that Fin acts as the front line of defense, essentially triaging questions and requests so we don’t have to deal with—or even see—the simple ones he can handle. **What do you dislike about Fin?** Sometimes Fin provides the wrong information—for example, it will walk someone through troubleshooting mobile app issues even when they’re actually on a desktop. We’d like an easier way to guide or steer Fin in the right direction without having to build complicated workflows or create highly specific answers tied to particular attributes. **What problems is Fin solving and how is that benefiting you?** Fin helps us handle our most common FAQs and other straightforward questions or requests. ### 6. Great customer service software for B2B **Rating:** 4.5/5.0 stars **Reviewed by:** Laura G. | Head of Customer Support and Success, Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2026 **What do you like best about Fin?** Most helpful: - Fin is continuously improving, making its performance better every week - it can be completely managed within customer support, but it doesn't have to. It's a tool that we use for marketing/product too, when it comes to feature adoption and news - their vision "AI first" is great **What do you dislike about Fin?** - Their chat is not designed to be an instant chat in the backend - Pricing can get expensive if your support volumes are high. Some gray are around the "assumed resolved" conversations that you are being charged for **What problems is Fin solving and how is that benefiting you?** - Managing all the support conversations and help center content in one place - Great tool for pushing feature adoption ### 7. AI-supported customer support for confident answers **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 02, 2026 **What do you like best about Fin?** Focus of AI on Customer Support. Thus, confident responses. **What do you dislike about Fin?** Missing possibility of using Fin via an API in a completely custom UI **What problems is Fin solving and how is that benefiting you?** Answer customer inquiries so that the customer quickly receives a competent response. Save resources in the back office because inquiries are easily cushioned. ### 8. Finn: Natural Language, Seamless Integrations, Fast Performance & Helpful Support **Rating:** 4.0/5.0 stars **Reviewed by:** Leor M. | Manager, Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2026 **What do you like best about Fin?** I like Finn's natural language, and many of the interactions it has with our customers has been really easy to understand. I like that I can set up automatic workflows, and the statistics are also easy to get salad data from. We have data connectors and integration set up between our billing software and many of our everyday business support tools. The performance of Finn is very quick and I do like their customer support and it's easy to get someone on chat to actually help when we need that. **What do you dislike about Fin?** I don't like the change in plan features. When we signed up two years ago, we were given lots of new features and as they came out, new features were available to us and recently that has changed and it seems like what initially started as one price very quickly turned into every month there's extra fees involved. As far as the fin chatbot, I don't like how much it hallucinates and gives people incorrect answers. **What problems is Fin solving and how is that benefiting you?** Finn is allowing us to offer 24 seven support to our customers. It has given us the ability to have a much better knowledge Bass and easy to understand statistics and reports when compared to Zen desk. I enjoy how AI forward the company is but I also worry that sometimes these AI ideas and features are a little half baked. ### 9. Fin solves a lot more than I expected **Rating:** 5.0/5.0 stars **Reviewed by:** Valeria B. | Deputy Head of Marketing, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** June 30, 2026 **What do you like best about Fin?** These days, Fin is clearly built around AI, and you can see it in almost everything they keep adding. The AI Agent does a lot more than answer common questions. It understands the context of the conversation, pulls information from our knowledge base, follows the workflows we've set up, and can even trigger actions in connected systems when needed. That alone takes a lot of pressure off the team because not every conversation needs a person involved from the very beginning. We also use Workflows quite a bit to welcome new users, answer common questions, route conversations to the right team, and trigger messages based on what people are doing inside the product. One thing I really like is that most of this can be set up without constantly asking a developer for help. **What do you dislike about Fin?** One thing I've learned is that it's easy to end up with too many automations if you're not careful. At one point we realized we had multiple workflows triggering for the same type of user simply because they had been created at different times. Nothing was broken, but it reminded us that reviewing and cleaning up your automation logic is just as important as building it in the first place. **What problems is Fin solving and how is that benefiting you?** A big part of my job isn't just bringing new users into the product, it's making sure their experience after signing up is just as good as what convinced them to register. Before using Fin, we'd launch a new feature and then wait a few days to figure out how people were reacting. Now we prepare for those launches much differently. We set up in-app messages, help center articles, automated workflows, and the right touchpoints before the feature even goes live. That's probably the biggest change I've noticed. Support is no longer the only team paying attention to customer conversations. Marketing uses them to spot recurring questions, improve onboarding, and fine-tune campaign messaging long before those insights show up in a report. Having that direct connection with users gives us a much better understanding of what they're actually struggling with, and it helps us communicate new features a whole lot better. ### 10. Custom API & Reliable Automation That Transformed Our Workflow **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2026 **What do you like best about Fin?** Custom API connection allowing us to automate so many of our tasks. Reliability as well! **What do you dislike about Fin?** Not about the AI itself but the website is still lacking basic tools that have been requested and would be great quality of life. Being able to search macros by content and not just headers is one example of a simple ask but big help on our end. **What problems is Fin solving and how is that benefiting you?** Workforce planning and quicker resolution rates. We've seen more positive trader sentiment lately. ### 11. Efficient for Simple Tasks, But Error-Prone on Complex Requests and Language Handling **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2026 **What do you like best about Fin?** It really saves us time by taking care of simple requests so we can use that time in other customer inquiries that are more complicated. **What do you dislike about Fin?** It doesnt seem to perform good with complicated requests. We see a lot of incorrect responses to customer inquiries. We have had a lot issues about the language. Fin keeps replying in a different language from the user. We have reported it multiple times, but onlyl received a response a few weeks ago. And the solution it implicates us manually update all of our replies/templates. **What problems is Fin solving and how is that benefiting you?** We receive a lot of simple requests, and Fin is taking care of them, which represents a large portion of our workload. So its saving a lot of time that our team can spent on other tasks. **Official Response from Kateryna Kharytonova:** > Hi there, Andrew here, I’m a manager on our support team. It’s great to hear Fin is handling simple requests well for your team but it really should be handling those complex ones too. Likewise with the behavior you’re seeing on the language Fin I’d love for my team to take a look to into this to make sure everything is configured properly so you’re seeing the best results. Feel free to email me directly andrew.randazzo@fin.ai and we can investigate further! ### 12. Effortless for Support Teams: Smooth Copilot Integration & Easy Help Center Creation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Design | Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2026 **What do you like best about Fin?** easy to use for a team of support staff, copilot integration works well, help center article creation is easy **What do you dislike about Fin?** customer details are often not up to date and do not integrate with many custom tools **What problems is Fin solving and how is that benefiting you?** speeds up our connection with users for support ### 13. Effortless Setup, Time-Saving Features, Needs Workflow Flexibility **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Fin?** I appreciate how easy it is to set up the AI chat in Fin, along with the rest of the features like the knowledge center and outbound messaging. Everything is connected, making it simple to direct someone from a chat to an article. Fin allows users to ask questions quickly without needing to wait for us, saving time for both users and our team. The outbound messaging feature is particularly important as it allows us to put up banners and tooltips easily, bypassing any engineering efforts we don't have in place. **What do you dislike about Fin?** I find the workflows to be a bit restrictive. It's also not always clear what you can or cannot do. I connect some messaging to Slack, but it's limited. **What problems is Fin solving and how is that benefiting you?** Fin allows users to ask questions without waiting, saving time for both users and our team. It simplifies messaging for urgent notices, tracks engagement, and provides easy setup of AI chat, knowledge center, and outbound messaging, bypassing engineering efforts. ### 14. AI-Driven, User-Friendly with Room for Critical Thinking Improvements **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Fin?** I like Fin's interface and the ability to edit procedures quickly. It's easy to use for both technical and non-technical users. The initial setup was pretty seamless, with some minor communication issues during migration but overall smooth. **What do you dislike about Fin?** Fin does not perform well when not under the restrictions of a detailed procedure. Its ability to 'think' critically is not as impressive as I would like. It doesn't do a good job of understanding when someone is talking to Fin or to someone else in Slack and Email threads. **What problems is Fin solving and how is that benefiting you?** Fin analyzes requests, routes them correctly, labels with summaries, asks for supporting info, and guides merchants to solve straightforward issues. We switched to Fin for its AI-first approach. ### 15. Great UI, but struggles with end-to-end support **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Fin?** Fin has great UI, it works extremely well for basic questions, providing intelligent, customised answers for customers that a human support agent could not produce so quickly. **What do you dislike about Fin?** It can’t handle end-to-end needs easily for a startup in the position we’re in, especially since we’re using a clunky in-house admin system that can’t be integrated. That isn’t Fin’s fault, but it’s still a limitation for me. When I trialled Fin, the responses it produced also weren’t as intelligent as I’d expected. We have two very different customer bases, and it mixed them up quite a lot. **What problems is Fin solving and how is that benefiting you?** It's been fantastic as an Intercom customer and performs extremely well in terms of building out our support system - as Intercom's customer support used to be extremely slow and unreliable. **Official Response from Kateryna Kharytonova:** > Hey there, Andrew here, I’m a manager on our support team. I’ve definitely seen our customers be successful in connecting Fin to in-house admin systems, I’d be curious to find out more about where you’re seeing gaps. Feel free to email me andrew.randazzo@fin.ai if you’d like to connect further on this! ### 16. Easy Setup and High Accuracy—Fin Drives Strong Deflection **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about Fin?** It's easy to set up and maintain, with clear areas marked for each element of the AI - guidance, procedures, attributes etc. This has enabled us to achieve over a 50% deflection rate, and the accuracy rate provided by Fin is high based on the content that we have fed it. **What do you dislike about Fin?** It can be difficult to control the AI in specific situations. In our case, we have lots of bespoke customers. The ultimate solution is to integrate our CRM with endpoints so that Fin can understand specific use cases, but this takes lots of time to build. For now we must rely on escalation rules to skip the AI, but it would be helpful to be able to control exactly what Fin does in certain scenarios or if it picks up on specific keywords, for examples. This can somewhat be done with procedures, but again it's more complex than it needs to be. **What problems is Fin solving and how is that benefiting you?** Scaling support. We've over doubled our support volume, but maintained the same headcount. With things like attributes and SLAs, this has also helped us to improve performance on the human side. ### 17. Helpful Support When No One Else Is Available **Rating:** 4.0/5.0 stars **Reviewed by:** Althaaf R. | Customer Support, Small-Business (50 or fewer emp.) **Reviewed Date:** June 21, 2026 **What do you like best about Fin?** Its help when there's no human can answer **What do you dislike about Fin?** sometimes the answer is not what i looking for **What problems is Fin solving and how is that benefiting you?** Something about the setup, and it helps me finish it quicker ### 18. Fast Help Center Answers That Free Up Our Team for Complex Issues **Rating:** 3.5/5.0 stars **Reviewed by:** Adira W. | Head of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2026 **What do you like best about Fin?** It helps with the initial conversations with our customers. He has access to our help center and can answer basic “how-to” questions, which leaves us more time to deal with the more complicated tasks that he can’t currently resolve. In terms of performance, Fins response time is very good giving our customers the feeling that they can receive help and answers even when the team is preoccupied with other things. **What do you dislike about Fin?** The AI model has been very good but every once in a while it will ignore hard rules, which have to be rewritten and redone. In addition the way the information needs to be divided isn't always so clear. For example, what categories can be put together in one card and what things should be divided between multiples. **What problems is Fin solving and how is that benefiting you?** Fin is helping us answer basic user questions that can be easily addressed using information from our Help Center. In addition, we plan to add sequences in the future that will allow FIN to collect information, so that in cases involving a human representative, FIN will gather all the data needed for checking and investigating. **Official Response from Kateryna Kharytonova:** > Hey Adira, Andrew here, I’m a manager on our support team. If you haven’t already I’d recommend checking out this best practice article that our Senior AI Knowledge Manager Beth-Ann put together, we’ve found this kind of organization to be really helpful on our side to get positive results from Fin. It also has a style guide template in PDF format at the bottom which is a helpful starting point. https://www.intercom.com/help/en/articles/7269326-optimize-your-help-center-for-fin-ai-agent If you’re noticing that Fin is ignoring rules that it shouldn’t would love to take a closer look. Feel free to email me at andrew.randazzo@fin.ai if you’d like to chat about this or your help center organization further! ### 19. Good Integration and Ease, but Concerns with Security **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2026 **What do you like best about Fin?** What I like most about Fin is the way it communicates. At times, it sounds very human, and that is a very positive point. I also believe that the Workflows are very good for solving many cases. In daily life, it allows us to resolve many cases easily and quickly for the clients. It has some integrations, like Notion, website, etc. In terms of performance, it meets expectations well and there are few downtimes. The price is okay, but it could improve in terms of FinAI per resolution; we find it expensive. Fin offers various trainings, and we can track the progress. **What do you dislike about Fin?** The part about Fin where we don't really know what is shared and what is co-shared. With Fin, and at a regulatory level, it is a bit difficult for us to use our databases and share them with Fin, because we don't know what is being shared and the security they have. We would like to know more about this. **What problems is Fin solving and how is that benefiting you?** I use Fin to resolve basic issues for our clients, as it can search for information on the website. ### 20. Easy Article Management and Good AI for Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2026 **What do you like best about Fin?** I like how easy it is to manage articles and especially like that I can see what conversations customers have opened while looking at a specific article. I also like being able to sync external sites into the knowledge-base, which I use for adding our changelog details into FIN. It's easy to correct FIN anytime it answers incorrectly and the stats and reports are good as well. Support is also great - they are always friendly and helpful when you need to speak to someone. They obviously also use FIN for AI support and it resolves my issues most of the time, but the team jumps in normally same-day if the AI can't resolve it. **What do you dislike about Fin?** Don't dislike much - sometimes the text editing in content is a little annoying, but there's nothing I can think of that I specifically dislike. **What problems is Fin solving and how is that benefiting you?** Managing our knowledge base that our customers use Taking the bulk of support queries and resolving a large percentage of them ### 21. Straightforward Setup, But Lacks Recommendation **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2026 **What do you like best about Fin?** I like Fin because it's pretty technical and goes into quite a bit of detail. It's not overly sycophantic like some AIs can be and is pretty much straight to the point. It's also quite useful how it can include links to external sources to provide further details to the customers. **What do you dislike about Fin?** I think it can be useful to perhaps reference some of our existing internal documentation videos that have been made, and perhaps, you know, you've altered the level of technical detail according to user. **What problems is Fin solving and how is that benefiting you?** I use Fin to test the efficacy of its database for support questions. It's technical and straight to the point, and it includes links to external sources for further details. **Official Response from Kateryna Kharytonova:** > Hey there, Andrew here, I’m a manager on our support team. Fin should be recommending the right next steps to your customers, and if you aren’t seeing that I’d love to take a closer look. Often this comes down to how you have your Fin Guidance configured, and setting up guidance to reference particular resources in certain situations I believe would help with what you’re seeing here. Feel free to email me andrew.randazzo@fin.ai and we can partner on this one with you! ### 22. Intuitive and Easy to Use—Fin Boosts Productivity Fast **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2026 **What do you like best about Fin?** What I like best about Fin is how intuitive and easy it is to use. It helps improve productivity across both customer-facing work and internal tasks by making it faster to find answers, resolve issues, and streamline everyday workflows. **What do you dislike about Fin?** What I dislike about Fin is that its language support and customization options still have room for improvement. While it is intuitive and helpful overall, more flexibility in tailoring responses and better multilingual support would make it even more effective for different customer and internal use cases. **What problems is Fin solving and how is that benefiting you?** Fin helps address challenges with response speed, knowledge accessibility, and overall workflow efficiency. It enables faster Copilot responses, promotes more consistent use of the knowledge base and regular updates to it, and supports stronger integration across tools and processes. For me, this means it’s easier to find accurate information, reply more quickly, and work more efficiently across both customer-facing work and internal tasks. ### 23. Simple, Segment-Based Email Series with clear logic **Rating:** 4.5/5.0 stars **Reviewed by:** Zsófia M. | Product Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2026 **What do you like best about Fin?** It’s very simple to create an email series with clear logic, tailored to different customer segments and user languages. **What do you dislike about Fin?** The email setup blocks feel limited. It would be great to have more options so I can make the emails look nicer and more polished. **What problems is Fin solving and how is that benefiting you?** I create customer emails every single week, mostly focused on feature launches, product updates, monthly newsletters, and one-off campaigns. ### 24. Accurate AI Ticket Handling, Clean UI, and Responsive Support **Rating:** 4.5/5.0 stars **Reviewed by:** Su Yi L. | Product Operations Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** June 14, 2026 **What do you like best about Fin?** Fin AI has helped us manage the volume of tickets we receive every day, and it’s been effective at answering our users’ questions with good accuracy. We’ve also set up workflows to route certain ticket types to human agents, and that has been working well so far. Beyond that, the platform is easy to navigate. The interface is clean, and I can usually find what I need without any trouble. When I can’t, it’s straightforward to reach out to Fin’s customer support—whether through the AI bot or live support agents—and they’ve been very responsive and helpful. We’ve also integrated Asana, and it’s simple to create Asana tasks directly from the platform. This makes it easier for us to track progress on tasks that involve other internal teams. **What do you dislike about Fin?** We’ve been running into an issue with how our response times are reported. We want to measure the first response time from our human agents, but because we’ve configured Fin AI to handle tickets first when they come in, the response time is currently calculated from the moment the ticket is created rather than from when the ticket is handed over to a human agent. We’ve also set up outbound chats, and in many cases users take some time to reply. As a result, the response time can be incorrectly calculated from when the outbound message is sent, instead of from when the user actually responds to that outbound message. For the Help Center, it would be helpful to have an option to preview an article before publishing it, as well as an option to generate the article URL in advance. We have articles that contain links to other articles, so right now we need to publish articles first just to get the URLs before we can insert the links. Another thing for the Help Center is that we can't configure the message shown to users for restricted articles. **What problems is Fin solving and how is that benefiting you?** It helps us manage customer support queries from our users, making sure none get missed, and it also takes some of the workload off our team with Fin AI. The proactive support features also help us send timely messages to our users, so they’re aware of important updates and are encouraged to keep using our app. ### 25. Fin Enables Faster Customer Responses and Helpful Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel L. | Product Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2026 **What do you like best about Fin?** Fin is a great assistance enabling faster responses for customers and helpful insights for myself to do my best work. **What do you dislike about Fin?** Sometimes it doesn’t provide fully accurate, up-to-date information, which I can understand. **What problems is Fin solving and how is that benefiting you?** Quicker FRT to help us back to customer quicker. ### 26. Data Connectors and Transformation Tools That Make Data Easy to Work With **Rating:** 4.5/5.0 stars **Reviewed by:** Tönis L. | Tech developer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 14, 2026 **What do you like best about Fin?** The data connectors and transformation tools help clean the data and make it easier to work with. **What do you dislike about Fin?** I feel like Fin does not always follow prompts fully. And it is quite costly. **What problems is Fin solving and how is that benefiting you?** Fin helps cover topics that don’t require human agents, and it does so very efficiently. ### 27. Great to Use, Easy to Recommend **Rating:** 5.0/5.0 stars **Reviewed by:** Joshua L. | Fleet Specialist, Transportation/Trucking/Railroad, Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2026 **What do you like best about Fin?** It is great to use and easy! Will recommend. **What do you dislike about Fin?** AI is very helpful nowadays. Good help for everyone! **What problems is Fin solving and how is that benefiting you?** It solves problems such us composing a good one. ### 28. Easy to Train on Company Content, Seamless Zendesk Integration **Rating:** 3.0/5.0 stars **Reviewed by:** Leo D. | Director of Growth, TrustedForm, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2026 **What do you like best about Fin?** What I love most about Fin is how easy it is to train it on our company materials. You can feed it your documentation, help articles, and internal knowledge base, and it quickly learns to respond accurately based on that content. The integration with external tools like Zendesk is also seamless. It connects effortlessly and fits right into our existing support workflow without any major technical lift. **What do you dislike about Fin?** The main downside is that Fin sometimes doesn't strictly follow our exact workflow and escalation paths. When more complex or edge-case situations arise, it can deviate from the defined routing logic and escalation rules we've set up, which occasionally leads to tickets being handled inconsistently. More granular control over escalation paths and workflow enforcement would make it significantly more reliable for our team. **What problems is Fin solving and how is that benefiting you?** Fin is helping us streamline and simplify the onboarding experience by supporting new signups through their first interactions with our product. New users get immediate, accurate answers to their questions without having to wait for a human agent, which makes the onboarding journey smoother and reduces friction for people just getting started. **Official Response from Kateryna Kharytonova:** > Hey Leo, Andrew here, I’m a manager on our support team. The issue you mentioned around Fin not following your workflow or escalation paths is something we’d love to dig into further, often times this can come down to how your have your Fin Guidance and/or Workflow triggers configured. Would love to investigate this further for you to make sure you can see even more success with Fin in those complex or edge-casey scenarios. Feel free to email me andrew.randazzo@fin.ai and we can take a look at this together! ### 29. Easy Setup, Intuitive Configuration, and Constantly Improving with New Features **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Alternative Medicine | Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2026 **What do you like best about Fin?** Fin is genuinely one of the easier tools I've worked with when it comes to setup and day-to-day configuration. You don't need to be deeply technical to get it running or make adjustments — the interface is intuitive and it doesn't take long to get comfortable with it. One thing that's kept me positive on it is how frequently Intercom ships new features. It doesn't feel stagnant — there's a real sense that the product is actively being worked on and improved. On top of that, the interactive sessions and webinars they host are actually useful. They're a good way to keep up with what's new and ask questions directly, which isn't something every vendor bothers to do well. **What do you dislike about Fin?** The biggest frustration has been hallucinations — Fin will occasionally give answers that sound confident but aren't accurate, which is a real concern when customers are relying on it for correct information. It's not constant, but it happens enough to where you have to stay on top of it. The other issue is that when you catch a bad answer, it's not always obvious what to actually change to fix it. Whether it's a content source issue, a guidance tweak, or something else — the path to correcting it isn't as clear as it could be. A bit more transparency into why Fin responded the way it did would go a long way. **What problems is Fin solving and how is that benefiting you?** Fin's ability to connect and integrate with other systems and applications is amazing. What I originally thought was just a Tier 1 level support agent, Fin is now on track to handle Tier 2 cases as well ### 30. Versatile, Easy to Use, and Packed with Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2026 **What do you like best about Fin?** Versatility, relative ease of use, the levels of integrations, and the MCPs we can connect with it. When we're stuck with anything, we reach out to their support, and we're greeted with their version of Fin, which can handle pretty much anything you throw at it. **What do you dislike about Fin?** It's too granular when it comes to tweaking it, so at times we postpone needed tweaks just because it's a lot of manual work. I wish that we had an option to update Fin settings either via MCP or via REST API. **What problems is Fin solving and how is that benefiting you?** Our chat channel is handled by Fin. The success always depends on how much data Fin is given access to. We solved that by creating our own MCP so now we can control how much data and what tools are at Fin's disposal. ### 31. Intuitive, Reliable Support Platform with Powerful AI AutomatPowerful and User-Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Ana S. | Billing Shift Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2026 **What do you like best about Fin?** What I like best about Fin is how intuitive and efficient the platform feels for day-to-day customer support operations. The UI/UX is very clean, user-friendly, and easy to navigate, which helps agents work faster and manage conversations more smoothly, even during high ticket volumes. The platform also performs very reliably. We handle a large number of customer interactions daily, and Fin remains stable, responsive, and fast, which is extremely important in a fast-paced support environment. Another strong point is the integration experience. It works well with the other tools we use internally, making workflows more centralized and reducing the need to constantly switch between platforms. This helps improve productivity and team collaboration. Regarding AI and intelligence features, the Fin AI agent has been especially helpful. It assists with automating repetitive interactions, helping categorize conversations, and improving response efficiency while still allowing agents to step in whenever needed. It has helped optimize workflows and reduce handling time significantly. In terms of onboarding and support, the experience has been smooth overall. The platform is easy to learn, and most features are straightforward even for newer agents. Support resources and documentation are also helpful when needed. From a pricing and ROI perspective, the value provided by the platform matches the investment well, especially considering the operational efficiency, automation capabilities, and scalability it brings to customer support teams. Overall, I’m very satisfied with the experience using Fin and with how the platform continues evolving alongside modern AI-driven support needs. **What do you dislike about Fin?** One area I believe could still improve is the consistency of some AI-generated responses from the Fin AI agent in more complex or highly specific support scenarios. While the automation is very helpful overall, there are occasional situations where manual intervention is still needed to ensure the customer receives the most accurate or context-aware response. I also think that some billing and conversation history views could be a bit more centralized or easier to filter during investigations, especially when handling high ticket volumes or complex support cases. That said, these are relatively minor points compared to the overall positive experience we’ve had with the platform. **What problems is Fin solving and how is that benefiting you?** Fin is helping us solve several operational challenges related to customer support efficiency, scalability, and response management. Before using the platform, handling large ticket volumes while maintaining fast response times and organized workflows was much more difficult. Fin helps centralize customer communication, streamline ticket handling, and improve collaboration between agents and teams. The Fin AI agent has also been very beneficial in reducing repetitive manual work by assisting with automated responses and routing simpler inquiries, allowing agents to focus more on complex or sensitive cases. This has helped improve productivity, reduce handling times, and create a smoother support experience for customers. Another major benefit is visibility and organization. Features like conversation history, internal notes, tagging, automation, and integrations make it much easier to investigate issues and maintain continuity across customer interactions. Overall, Fin has helped us improve operational efficiency, team productivity, and customer experience while making day-to-day support management significantly more organized and scalable. ### 32. Easy to Use, Fast Performance, and Truly Helpful Support **Rating:** 4.5/5.0 stars **Reviewed by:** Rudolff V. | Senior Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2026 **What do you like best about Fin?** It’s easy to use. I’ve worked in customer service for many years and have used a lot of different tools for handling customer contacts, but Fin is one of the few that really clicked for me within the first 15–30 minutes of using it. While i haven't been involved in the intergrations part of Fin from what i can see in the docs it have been easy to intergrate on our sites for our dev team. As long as you have a good stable internet connection i have no problems with the performance of Fin, it is nice and quick. This is even over a 4G connection with a VPN tunnel on top. I am not part of the pricing team here so i am not able to comment on the pricing. All the times i have needed assistance from the Support team it have been really great help and the people know what they are doing and provide a really nice experiance. Fin AI can be a bit tricky but then again i think a lot of AI are that, but we have to redo our guidences for it from time to time, i wonder if it is when they update the LLM powering it so it gets better and then read some of the guidences diffrently. **What do you dislike about Fin?** Small things, like not being able to migrate from one region to another. We set up our Fin tools in the US datacenter, but we’re based in the EU. Later, we started looking into migrating everything over to the EU datacenters, but that isn’t possible. **What problems is Fin solving and how is that benefiting you?** It gives our agents more freedom, so they can focus on other tasks as well instead of being locked into handling customers all day. ### 33. Helps Us Answer Simple Questions Faster **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2026 **What do you like best about Fin?** We can help customers faster by answering simple questions. **What do you dislike about Fin?** For technical questions, it becomes more complicated. If the customer asks to be transferred, the AI often does not hand the conversation over, meaning we still have to pay for a Fin resolution even though the customer has not actually been helped. **What problems is Fin solving and how is that benefiting you?** By answering questions that would otherwise take up our time. Customers are now helped faster and more thoroughly. **Official Response from Kateryna Kharytonova:** > Hi there, Bobby here, I lead the customer support team at Fin. We want Fin to actually help solve customer problems. Fin should be transferring (aka escalating) customers to your team if it can't solve their question, or the customer asks for a human teammate. (Unless you've instructed it not too!) So I'd love to review your setup and some conversation examples to see what's going on. On pricing: If the customer has asked to get additional help or speak to a person, the conversation is considered 'unresolved' and you are not charged.  But if the customer got an answer from Fin, and then exits the conversation, we consider that resolved. Please email me at robert.stapleton@fin.ai and we can review together! ### 34. Easy to Configure, with Useful Audience Settings **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2026 **What do you like best about Fin?** It’s very easy to configure and implement. The audience settings are also really useful, since they help ensure the right answers are shared with each individual client. **What do you dislike about Fin?** On occasion, it has ignored our guidance, for example, repeatedly trying to answer the same question which leads to an annoying user experience. **What problems is Fin solving and how is that benefiting you?** It’s helping us scale our contact centre by taking the frequently asked questions off the team’s plate, so they can focus on the more difficult queries we receive. ### 35. No idea what I'm meant to be reviewing here, a chatbot or a company? What is Fin? Bravo, CEO 🙄 **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Music | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Fin?** Workflow layout is pretty smooth and intuitive. **What do you dislike about Fin?** Account management would be a reason to leave the platform completely (if it were my choice to make). Lack of ability to merge user-user is a huge negative both in terms of workflow and for consistent admin. Have flagged this in the Support forums in a thread which has ~120 likes not aware anything is being done to resolve this. Would happily move back to Zendesk. **What problems is Fin solving and how is that benefiting you?** Conversations can now be merged (good) bu limited to tickets from a single user_ID, so absolutely not the merge fix actually required. I have multiple user_IDs associated with one email address and can't select which should be the main user_ID... so have to manually search user email address to check there aren't multiple tickets ongoing across different user_IDs. Absolutely horrible, and if our CX team was large it would be verging on unworkable. **Official Response from Kateryna Kharytonova:** > Hey there, Andrew here, I’m a manager on the support team at Fin (formerly Intercom). We’ve rebranded our company after our leading customer agent platform, Fin, however the name Intercom will still live on as the name of our customer service software. Appreciate your feedback regarding account management features in our platform, while we do have ways to identify and clean up duplicate user entries a ‘merge’ function isn’t currently available as you mentioned - that said as you mentioned this has been a popular feature request that I’ll be sure to raise again with our team. There have been account security reasons as to why we haven’t had that feature in the past, but I believe that in today’s day in age there can be different approaches we can take to accomplish this. Watch this space for updates in the future. If you have any additional feedback around the product, or what to discuss your experience with us in more detail please feel free to reach out directly andrew.randazzo@fin.ai. ### 36. Fast, Intuitive AI Assistant That Streamlines Tasks and Boosts Productivity **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2026 **What do you like best about Fin?** Fin is a fast, intuitive AI assistant that helps streamline tasks, understands context well, and boosts productivity—all in one place. **What do you dislike about Fin?** Fin’s main drawback is that it can sometimes misinterpret nuanced requests, and when tasks get very specific it may need extra clarification to get things exactly right. **What problems is Fin solving and how is that benefiting you?** Fin tackles the time‑consuming, repetitive tasks that slow me down by automating research, summarization, and key workflow steps. As a result, I can work faster, stay organized, and spend more time on higher‑value work rather than getting stuck in manual busywork. ### 37. Fin (Intercom) Makes Customer Communication and In-Product Guidance Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Fin?** We use Fin AKA intercom as our customer communications tool. It allows our customers to easily reach out to us. We also use Intercom tours for in-product guidance. **What do you dislike about Fin?** Some features are paywalled and require extra funds like the tours stuff or the surveys and they fairly expensive. **What problems is Fin solving and how is that benefiting you?** Communication with our users primarily. ### 38. Seamless Integrations, Easy Workflows, and Smooth AI for Ticket Management **Rating:** 4.5/5.0 stars **Reviewed by:** Preticia E. | Operations Team Lead, Real Estate, Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Fin?** Fin has so many workflows that can be created which are very easy to implement once we learn more about them. It can be easily integrated with other platforms that I regularly use at the workplace, which again simplifies my work and saves time. It seamlessly sends the notifications to the integrated platforms and very swiftly. Also, the important task that Fin does, which is handling customer tickets, calls and emails, is all very organised and user-friendly. Once again, we can set so many rules, we can create a workflow for the tickets and emails as to whom a specific type of ticket or email should be diverted and many more. The AI integration of Fin is very smooth and without any flaws. Very much directive without any complications. **What do you dislike about Fin?** Nothing to mention until this time of my usage. **What problems is Fin solving and how is that benefiting you?** Mainly the ticket/ email/ call handling is very much organised. I get to see who is working on which one that gets rid of the biggest confusion if the ticket is being taken care of or not. One other main thing is that Workflows/Series (as given in Fin) are very simple to create, with all the necessary steps for any sort of task. Also, marketing emails can be blasted to clients which can be templated or customised as our requirement. With all the mentioned features, it really saves my effort that I have to put into them and also saves so much time. I can also get a real-time status on the tickets, calls being transcribed again helps to get the context of the call. ### 39. Conversational and Easy to Set Up **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2026 **What do you like best about Fin?** I like the conversational way Fin operates and the ease of setup. **What do you dislike about Fin?** The redundant suggestions that it keeps giving us. **What problems is Fin solving and how is that benefiting you?** Helping customers with basic questions. ### 40. Effortless Setup with Impressive AI Support Capabilities **Rating:** 5.0/5.0 stars **Reviewed by:** Isadora B. | Head of Support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about Fin?** I love how friendly Fin by Intercom sounds. We get many positive CSAT remarks from customers who like how quickly it answers while not sounding robotic. Some people don't even realize they are chatting with AI! It's easy to set up and everything feels so intuitive. At my company, we have a small team, which means we do not have much time to deep dive into products and intricacies. Fin being easy to use and set up means we can easily make adjustments without the need of deep technical knowledge and keep this task within our support team. Very easy. You can use workflows, which we were already familiar with, and they have many support articles. **What do you dislike about Fin?** While it's easy to use, it can also be as complex as you need. This creates a gap for our team, where we reached a ceiling of how much we can do with support content alone. The connectors and other settings that allow us to share information with Fin so it can use it in conversations are a bit difficult to set up and Intercom doesn't give great tools for non-tech people to use. Having an account manager walk us through its use would be helpful. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom to handle simple customer inquiries, freeing up human agents for complex issues and customer connections. It's intuitive and easy to set up, allowing us to focus on support without deep technical skills. ### 41. Easy Onboarding, Smarter Support Workflows with Intercom and Fin **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 04, 2026 **What do you like best about Fin?** Having separate inboxes for different teams has greatly improved my day-to-day workflow. I’ve never used a CRM that took so little time to learn. Onboarding with Intercom and Fin just made sense to the organizational part of my brain. We were able to rename Fin to Poppy for our company’s use and train Poppy to answer questions that were already covered in our help center. When customers write in looking for an answer, they’re prompted to choose whether they’d like to speak to a human or try the AI. More and more people are choosing the AI option, which has helped improve our CS team’s workflow and give them more time to investigate the bigger issues our users may face. I also noticed there are several integrations available, including Slack through Zapier. I haven’t had the chance to use that yet, but it’s already opened my mind to new ways I can optimize our workflow. Fin (aka Poppy) has improved our CS performance by taking the quick, straightforward questions off our plate. I’m not sure how much it costs, but I’d venture to guess it’s worth the money many times over in ROI —especially since it seems like the creators of Fin and Intercom are actively improving the software and are transparent about feature updates. I love the community feel of Intercom and am so happy to be working with a software that values the insights of its users. **What do you dislike about Fin?** The information bar on the right of any conversation can be a little overwhelming at times, so maybe a way to customize that. Also, maybe an AI helper with reports? **What problems is Fin solving and how is that benefiting you?** Fin is saving time dramatically for our CS team and beyond. It's also helpful to track ongoing issues. ### 42. Effortlessly Streamlines Support While Enhancing Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Joana V. | Customer Support, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2026 **What do you like best about Fin?** I really like how easy it is to set up Fin by Intercom, which helps free up time for our support agents. The ability for Fin to access our documentation and specific pages is also good. I find the snippet functionality valuable as it helps us narrow down cases effectively. **What do you dislike about Fin?** If we have more than one product, sometimes Fin by Intercom confuses the products and gives wrong answers. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom to handle boring, repetitive questions and free up time for our support agents. It's easy to set up and valuable for narrowing down cases by accessing our documentation and certain pages. ### 43. Fin is a solid AI tool when you have a good knowledge base from which it draws its knowledge. **Rating:** 3.5/5.0 stars **Reviewed by:** Milos J. | Customer Care Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Fin?** The ability to quickly learn when you sync it from an external help page and the fact that it uses relevant general knowledge. **What do you dislike about Fin?** Why did the Intercom team remove Custom Answer responses and replace them with snippets that are not as precise. **What problems is Fin solving and how is that benefiting you?** At this stage we are using it as a regular chat agent during the period when we are offline and it handles how-to questions very well. It draws knowledge from our help page and if it receives a question that is not covered, we add that question to the help page and after a quick sync it learns that question as well. ### 44. Fin your best communication companion! **Rating:** 5.0/5.0 stars **Reviewed by:** Joshua W. | Office Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Fin?** Fin is a very resourceful and organized AI **What do you dislike about Fin?** The interface is a bit different but it works and gets the job done **What problems is Fin solving and how is that benefiting you?** Overflow of calls ### 45. Freed Up Time, Amplified Agent Efforts **Rating:** 5.0/5.0 stars **Reviewed by:** Dex M. | Product Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Fin?** 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. **What do you dislike about Fin?** 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. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom to free up agent time, allowing them to focus on actual client issues by handling low-hanging fruit. It answers user questions quickly using our knowledge base, saving time for customer support to work on other projects. ### 46. Handles Simple Queries So We Can Focus on Complex Customer Issues **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** March 04, 2026 **What do you like best about Fin?** Helps to answer the simple queries we get so we can help customers with more complex issues **What do you dislike about Fin?** Sometimes seems to hallucinate or gives wrong info (just agrees with customers even when they are in the wrong) but is happening less than it was **What problems is Fin solving and how is that benefiting you?** As mentioned above its helping customers with the more simpole answers, things covered in our help articles etc, so we can then deal with the actual issues or more complex asks a customer might have ### 47. Leveling Up Support **Rating:** 4.5/5.0 stars **Reviewed by:** Danielle H. | Technical Writer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2025 **What do you like best about Fin?** Fin by Intercom has allowed our support team to level up; Fin can answer and deflect questions our support team has traditionally spent time answering, allowing them to focus on high-impact customer interactions. We've even found it beneficial for non-support team members at our own organization. Gone are the days of needing to sift through documentation; Fin can find it for you and give you the correct answer based on that documentation and what it learns over time. **What do you dislike about Fin?** Setting up the workflows can be tricky; there is a lot of flexibility but also a bit of nuance that isn't always clear. It requires a good amount of trial-and-error in order to feel comfortable with a version that can be customer facing. **What problems is Fin solving and how is that benefiting you?** Scaling our support team without adding headcount. ### 48. Most Intuitive Support UI—Quick Adoption Across Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Veterinary | Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Fin?** Most intuitive UI I've seen when it comes to support softwares out there. Both our Onboarding and Support teams are using it and have adopted it fairly quickly. We still don't have the full list of integrations we might need for it's full performance potential to be seen, but hopefully we'll get there soon. **What do you dislike about Fin?** Nothing much really. I feel that the inconvenients we're seeing belong to internal origins and not to a lack of features in Intercom **What problems is Fin solving and how is that benefiting you?** Now it's much more easy for us to track tickets that belong to a particular user/client. ### 49. Neat UI, Powerful Customization, and Brilliant AI Copilot **Rating:** 4.0/5.0 stars **Reviewed by:** Walter A. M. | Agente de tráfico, Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2026 **What do you like best about Fin?** Overall usage (as a user) has a neat interface and offers a high customizable section to apply filters and workflows to add and smooth experience for both customers and users. Highly integratable with tools such as Jira and more. Performance wise we have had few system issues, the team is always responsive and provides great turnarounds. It's AI bot (Fin) is a versatile tool to include as your first response line. It's knowledge base to feed the bot is very user friendly and the Copilot add-on is brilliant. Overall a great tool, you get what you pay and even more. **What do you dislike about Fin?** Some filtering can be confusing or not useful. **What problems is Fin solving and how is that benefiting you?** Funnel email and chat outreach. SLA tracking. ### 50. Learning AI with Some Hiccups **Rating:** 4.5/5.0 stars **Reviewed by:** Ahmed M. | Director Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2026 **What do you like best about Fin?** 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. **What do you dislike about Fin?** 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. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom to handle repeated tasks and questions, taking the load off my team. ## Fin Discussions - [What is the best way to deal with emails sent to your personal email and getting into the help desk?](https://www.g2.com/discussions/what-is-the-best-way-to-deal-with-emails-sent-to-your-personal-email-and-getting-into-the-help-desk) - 1 comment, 3 upvotes - [While interaction can be audio visual emojies be developed](https://www.g2.com/discussions/15032-while-interaction-can-be-audio-visual-emojies-be-developed) - 2 comments, 2 upvotes - [How do you send e-mails and chat for a list of e-mails?](https://www.g2.com/discussions/how-do-you-send-e-mails-and-chat-for-a-list-of-e-mails) - 1 comment, 1 upvote - [Can you add a feature that lets users customize the notification sound for different inboxes?](https://www.g2.com/discussions/50600-can-you-add-a-feature-that-lets-users-customize-the-notification-sound-for-different-inboxes) - 1 comment, 1 upvote - [What's the best way to tag group audiences at once?](https://www.g2.com/discussions/50515-what-s-the-best-way-to-tag-group-audiences-at-once) - 1 comment, 1 upvote - [View Fin pricing details and edition comparison](https://www.g2.com/products/fin/reviews?order=most_recent&utf8=%E2%9C%93§ion=pricing&secure%5Bexpires_at%5D=2026-07-14+08%3A28%3A06+-0500&secure%5Bsession_id%5D=599cca41-1fc6-45a2-b286-58a8c3ec7021&secure%5Btoken%5D=a322cc0dfda10c3e040b8414cb08961668371d2d9e964dcb982460d658b08c94&format=llm_user) ## Fin Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) - [Amplitude Analytics](https://www.g2.com/products/amplitude-analytics/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Attio](https://www.g2.com/products/attio/reviews) - [Baremetrics](https://www.g2.com/products/baremetrics/reviews) - [Basecone](https://www.g2.com/products/basecone/reviews) - [Box](https://www.g2.com/products/box/reviews) - [Calendly](https://www.g2.com/products/calendly/reviews) - [Canny](https://www.g2.com/products/canny/reviews) - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [Claude Code](https://www.g2.com/products/anthropic-claude-code/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [Covideo](https://www.g2.com/products/covideo/reviews) - [Crisp](https://www.g2.com/products/crisp/reviews) - [EVO~ERP](https://www.g2.com/products/evo-erp/reviews) - [Fullstory](https://www.g2.com/products/fullstory/reviews) - [Glide Classic](https://www.g2.com/products/glide-glide-classic/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Guru](https://www.g2.com/products/guru/reviews) - [Harvestr](https://www.g2.com/products/harvestr/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [IBM watsonx Orchestrate](https://www.g2.com/products/ibm-watsonx-orchestrate/reviews) - [incident.io](https://www.g2.com/products/incident-io/reviews) - [Instatus](https://www.g2.com/products/instatus/reviews) - [Jam.dev](https://www.g2.com/products/jam-dev/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - [Juicer](https://www.g2.com/products/juicer/reviews) - [Kissflow](https://www.g2.com/products/kissflow/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Microsoft Copilot](https://www.g2.com/products/microsoft-copilot/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Notion](https://www.g2.com/products/notion/reviews) - [Productboard](https://www.g2.com/products/productboard/reviews) - [Reusely](https://www.g2.com/products/reusely/reviews) - [RingCentral Events](https://www.g2.com/products/ringcentral-events/reviews) - [SafetyCulture](https://www.g2.com/products/safetyculturehq/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [SendSafely](https://www.g2.com/products/sendsafely/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Shopware](https://www.g2.com/products/shopware/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [Stripe](https://www.g2.com/products/stripe-agentic-workflow-stripe/reviews) - [Stripe Connect](https://www.g2.com/products/stripe-connect/reviews) - [Sycamore](https://www.g2.com/products/sycamore/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [TVEyes](https://www.g2.com/products/tveyes/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoho Mail](https://www.g2.com/products/zoho-mail/reviews) ## Fin Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Messenger** - Sequencing - AI - Live Chat - Customization Interface **User Analysis** - Survey Implementation - Data Analysis **Channels** - Multi-Channel Coverage - Open Listening **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Document Processing - Feedback Collection **Natural Language Interaction - Conversational Interface Agents ** - Natural Language Query Understanding - Multi-Turn Conversation Management - Voice & Text Interface Support **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **User Support** - User Segmentation - Multi-Language Support - Behavior-responsive Messaging **Design** - Personalization - Inbound Identification - Regulatory Compliance **Analytics** - Trends - Performance Tracking - Email Tracking **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Intent & Action Handling - Conversational Interface Agents ** - Data Retrieval from Connected Systems - Intent Recognition & Mapping - Action & Workflow Triggering **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Walkthrough Type** - Audio-visual Walkthroughs - Text Bubble Walkthroughs **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Generative AI** - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Context & Personalization - Conversational Interface Agents ** - Conversation Context Persistence - User Identity & Permission Awareness **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Platform Basics - Digital Adoption Platform** - Integration - Communications **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Enterprise Integration & Deployment - Conversational Interface Agents ** - Enterprise Application Integrations - Security & Access Controls **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Analytics - Digital Adoption Platform** - Analytics **Functions - Digital Adoption Platform** - Customer self-service - In-app guidance **Agentic AI - Digital Adoption Platform** - Adaptive Learning **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Fin Alternatives - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,843 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,647 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)