Fin by Intercom Reviews & Product Details

I like best about Fin by Intercom is how easy it is to get started and use on a daily basis. The setup was smooth and didn’t require much technical effort, which was a big plus. It integrates well with our existing tools and works right alongside our support team. The features are useful without being overwhelming, and it really helps lighten the load for agents. Customer support from Intercom has also been quick and helpful whenever we needed it. Review collected by and hosted on G2.com.

Sometimes struggles with very niche or complex queries, especially if the content hasn’t been fine-tuned. It can occasionally give generic responses or miss context. Also, while it's improving fast, a bit more customization and deeper analytics would make it even better. Review collected by and hosted on G2.com.

We have been using Intercom for 5+ years now, and FIN most frecuently in the last year. They really have been improving user and manager experience, adding more metrics and reports on how FIN has been performing. It is quite easy to implement, customer support is always a plus. Review collected by and hosted on G2.com.

Could have more integrations, and cost is still a barrier for small business (high ticket). Review collected by and hosted on G2.com.

What I like best are High automation & scale

Fin can handle a lot of first‑level support automatically — repetitive questions, triage, basic troubleshooting — freeing up human agents for more complex tasks. This means faster response times and more consistent support. Review collected by and hosted on G2.com.

What I dislike is Accuracy on niche/specific questions is lower Fin depends a lot on how well your help‑docs / knowledge base cover a topic. If your content isn’t clear, detailed, or well‑structured, Fin may misunderstand or give incomplete answers. Users report that for edge‑cases or very particular product questions, Fin sometimes “hallucinates” or has to be rescued by a human. Review collected by and hosted on G2.com.

I find Fin surprisingly helpful and pretty accurate. I feel like I get quality responses without having to bother a human. I can even see it refreshing when it notices errors or mistakes in it's replies. Fin is very kind and friendly as well, which makes for a pleasant user experience (even though I know it's a chatbot, it's still nice). Review collected by and hosted on G2.com.

Sometimes I have to ask things or phrase things in very specific ways to get the replies I need. It's not as nuanced as human support.

Sometimes Fin shared information about outdated functionality or deprecated features. If I notice and call it out - Fin will apologize and update its replies, but it does make me want to verify with a human for critical or complex issues. Review collected by and hosted on G2.com.

We are a small customer support team and handle a large volume of incoming queries. At the same time, during BFCM, we have a lot of migrations to manage. Being on chat constantly isn’t feasible for us, and that’s where Fin came in super handy. It cleared a huge chunk of our chats, solved issues efficiently, helped us maintain CSAT, and gave us more time to focus on migrations while improving the overall user experience. Review collected by and hosted on G2.com.

The one thing I don’t like about Fin is that it doesn’t handle queries in a Q&A or questionnaire style format. Currently, it mostly just matches a catchphrase and sends out an article as the answer. Ideally, we’d want Fin to ask follow-up questions and provide more guided responses. This might be something we can improve through guidance, but for now, this is a limitation I’ve noticed Review collected by and hosted on G2.com.

As a support team lead, I value how seamlessly Fin integrates into our existing Intercom environment. The setup is straightforward, and it requires minimal additional training for agents. Fin handles a high volume of repetitive inquiries effectively, freeing up my team to focus on more complex cases. I especially appreciate the ability to feed it our own help center content and control how it responds, which makes it much easier to maintain consistency in tone and accuracy. Review collected by and hosted on G2.com.

The main drawback is cost. Compared to other AI chatbot solutions we’ve evaluated, Fin’s pricing feels high, especially for teams handling large ticket volumes. While the quality of answers is strong, the per-resolution model can become expensive quickly, and it makes forecasting support costs harder. More flexible pricing options or bundled plans would make it a more accessible solution for growing support teams. Review collected by and hosted on G2.com.

The interface of intercom and Fin is very user-friendly and very easy to work with. I have worked with other help-desk vendors in the best, and intercom is by far the most intuitive. I am also very happy with the support I get from intercom when I have questions or run into blockers. Review collected by and hosted on G2.com.

I am not entirely convinced about the current process for improving Fin answers. I find it hard to figure out the best way to take action on times where Fin is not answering correctly. I know this is in development, though. Review collected by and hosted on G2.com.

Easy to set up.

Gives suggestions on how you can expand your knowledge base.

Easy to add external or internal articles.

Makes suggestions for extra information based on unanswered questions.

Lots of helpful reports showing where you need to add more information to Fin in order to answer as many questions as possible. Review collected by and hosted on G2.com.

The price could be a bit more competitive. I feel it's a bit much.

No option to base follow-up actions on what Fin replied to a user.

It's sometimes unclear how different settings interact with each other or the rest of Intercom. Review collected by and hosted on G2.com.

What I highlight most about Fin is its ability to automatically resolve a large portion of inquiries, significantly reducing the burden on the human team. Its ease of integration with workflows and macros allowed us to create complex routes (e.g., KYC verification on WhatsApp) and provide quick and consistent responses to users. I also value the clear metrics it delivers: we can measure the total number of cases resolved by Fin versus agents, and present those results to the management team. Review collected by and hosted on G2.com.

Although the tool is very powerful, in advanced scenarios it sometimes feels limited and we depend on Intercom support to unlock more complex configurations. It would be ideal to have closer support from account managers or specialized support for advanced cases. There is also room for improvement in the customization of responses in certain languages and in the flexibility of some workflows. Review collected by and hosted on G2.com.

Fin has been great for reducing workload, handling issues that were quite laborious before. The new review features are great, and giving suggested articles and snippets has been a huge help.

I like how detailed you can get with tone of voice etc too.

The team at Intercom have been very helpful and responded well to any questions.

We use Fin daily, it has reduced the number of tickets hitting our team by over 40%. Review collected by and hosted on G2.com.

There have not been many negatives so far, we have had a slow rollout due to the size of our team. One I would say was configuring audiences so that certain content was only available to certain people was a little convoluted. Review collected by and hosted on G2.com.