# 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:** 3,855 ## 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 value **Fin's quick and accurate responses** , significantly reducing support workload and enhancing user experience. (378 reviews) - Users appreciate the **ease of use** in Fin, highlighted by its intuitive navigation and helpful suggestions. (356 reviews) - Users appreciate the **ease of use and clear architecture** of Fin, facilitating faster onboarding and better value delivery. (289 reviews) - Users appreciate the **efficiency** of Fin, benefiting from its intuitive interface and seamless integration with other tools. (237 reviews) - Users value the **exceptional customer support** from Intercom, noting quick responses and helpful educational resources. (226 reviews) - Users value the **automation features** of Fin, enabling efficient client management and enhancing overall support effectiveness. (222 reviews) - Time-saving (179 reviews) - Customer Satisfaction (172 reviews) - Intuitive (167 reviews) - Artificial Intelligence (164 reviews) **What users dislike:** - Users feel frustrated by the **missing features** , limiting their ability to effectively manage and simulate interactions. (135 reviews) - Users find **AI limitations** in Fin, requiring specific phrasing for helpful responses and lacking necessary nuance. (117 reviews) - Users feel limited by the **lack of features** that restrict workflow understanding and control over simulations. (103 reviews) - Users find the **learning curve steep** due to complexity in setup and the need for ongoing monitoring of responses. (102 reviews) - Users highlight the **poor customer support** of Fin by Intercom, often facing long response times and unhelpful agents. (81 reviews) - Poor Understanding (81 reviews) - Complexity (80 reviews) - Users find the pricing of Fin to be **excessively high** , especially due to frequent upsells and unexpected costs. (80 reviews) - Inadequate AI Features (79 reviews) - Inaccuracy (74 reviews) ## Fin Reviews ### 1. Efficient Setup with Stellar Intercom Support **Rating:** 3.5/5.0 stars **Reviewed by:** Gil H. **Reviewed Date:** December 22, 2025 **What do you like best about Fin?** I like that Fin by Intercom integrates so well with Intercom's knowledge base function. It's great to use our knowledge as a source of truth for answers that Fin can provide. Additionally, the initial setup of Fin by Intercom wasn't too hard, and there were only a couple of small things to figure out. We were assisted by Intercom's customer support, which was helpful. **What do you dislike about Fin?** nothing yet, but we are just starting out **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom to handle daily queries, freeing up my team for complex issues. It integrates well with Intercom's knowledge base, solving the problem of repeatedly answering the same questions. ### 2. User friendly platform - amazing, simple and convenient for anyone! **Rating:** 5.0/5.0 stars **Reviewed by:** Luis C. | Renewals Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 04, 2025 **What do you like best about Fin?** Communication has been easier! - You can focus on your calls and conversations only! - From providing customer support assistance, guidance for handling all chats in one place, send files, links, instructions. You name it! Intercom has become a daily use app for our business growth. Incredibly easy to implement and understand amongst all of our teams across the board - the integration has been flawless & keeping everyone connected! - Laslty, their customer support team is top notch and will get you going in minutes on the clock if anything! **What do you dislike about Fin?** Truly there's nothing I can think of at the moment - Always available and makes "on real time" communication super easy **What problems is Fin solving and how is that benefiting you?** Being a contact center business, sometimes it's hard to keep all communication available for all the other teams to access and keep on the loop - But with Intercom's super convenient features this issue is long gone since everyone has access to the exact same information, records and details at all times! - Additionally, it has allowed to keep communication streamlined and wel documented for anyone to review whenever. ### 3. Intercom is the best CRM, period **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2025 **What do you like best about Fin?** Fin by Intercom has been a game-changer for our CX org. It combines AI precision with real-time context to deliver instant, helpful answers, no long wait times, no bouncing between agents. We’ve been able to automate a significant portion of inbound volume without sacrificing quality, thanks to Fin’s ability to interpret user intent and pull answers directly from our knowledge base. **What do you dislike about Fin?** Honestly, there’s nothing we dislike about Fin, it does exactly what it promises and it does it well. If anything, we just want more of it. More triggers, more branching logic, deeper integrations, and more control over the handoff experience. **What problems is Fin solving and how is that benefiting you?** Fin is solving the classic support bottleneck: scaling high-quality, real-time help without growing headcount. It handles a large share of our routine inbound volume, like balance lookups, deposit status and basic account questions with speed and accuracy. By deflecting these repetitive inquiries, Fin reduces agent workload, cuts wait times and ensures users get instant answers 24/7. ### 4. Intercom has elevated our internal processes and has opened up opportunities for the staff **Rating:** 5.0/5.0 stars **Reviewed by:** Civic C. | Head of Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** July 20, 2025 **What do you like best about Fin?** How Fin is basically another agent. Easy to train, easy to guide, easy to implement, even without developer or technical assistance. Intercom's Help Center - powered by Fin, has helped us a lot with the implementation. So far, we've only migrated three channels and it's resolving nearly 60% of our conversations (old CRM + Intercom). The customer support team has been amazing as well, they provide fantastic assistance and are very responsive. **What do you dislike about Fin?** Nothing that I've come across yet. The learning curve of implementing Intercom ourselves could be quite frustrating at times, but the help center articles and chatting with Fin and the Human agents really helps out a lot. **What problems is Fin solving and how is that benefiting you?** Fin has enabled us to support our team with the rapid increase of our support ticket volume. This has also enabled us to explore other career pathways for everyone in the team. ### 5. Love Intercom's Fin **Rating:** 5.0/5.0 stars **Reviewed by:** Cooper M. | Director of Support, Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2025 **What do you like best about Fin?** Fin by Intercom is an impressive AI-powered solution designed to streamline customer support. It effectively handles easy questions, saving valuable time for human support agents and allowing them to focus on more complex issues. Fin learns quickly, continuously improving its ability to provide accurate and relevant answers. Its efficiency in delivering responses helps enhance overall customer experience. Additionally, the platform makes it easy to track both answered queries and those that remain unanswered, ensuring no customer inquiry falls through the cracks. Overall, Fin by Intercom is a valuable tool for any customer support team looking to optimize their workflow and improve response times. We use Fin daily. Implementing Fin requires some technical knowledge, especially when setting up workflows. We've been able to integrate Intercom/Fin with ClickUp, Slack, and HubSpot successfully. t's greatly helped our Customer Support offerings and allows us to more efficiently support our customers. **What do you dislike about Fin?** The only issue I've had is the team will occasionally release A/B testing without informing their users - you wont know you're part of the test until you have an issue and they determine it's due to the A/B testing. No ability to opt out of this completely and it definitely caused some issues for our customers. **What problems is Fin solving and how is that benefiting you?** Prevents us from having to answer the same questions over-and-over. Allows ease of escalating tickets and categorizing the different needs. Extensive reporting capabilities help us track everything appropriately. ### 6. Easy-to-Configure Response Automation That Saves Time **Rating:** 5.0/5.0 stars **Reviewed by:** Giancarlo A. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2026 **What do you like best about Fin?** Response automation, and save time, easy to use and configure **What do you dislike about Fin?** sometimes it does not give the appropiate answers **What problems is Fin solving and how is that benefiting you?** Customer service automation, easy and fast answers ### 7. Versatile and efficient tool for chat management **Rating:** 5.0/5.0 stars **Reviewed by:** Mario Enrique V. | Support agent, Mid-Market (51-1000 emp.) **Reviewed Date:** January 06, 2026 **What do you like best about Fin?** It is a very versatile tool that offers a wide range of options when managing chats. **What do you dislike about Fin?** There is nothing at the moment, maybe sometimes there are issues with the platform, but the quick attention of the specialized team resolves it in minutes. **What problems is Fin solving and how is that benefiting you?** It helps me manage cases very efficiently. ### 8. Fin falls short, low resolution rate, many open issues Intercom doesn't fix **Rating:** 1.5/5.0 stars **Reviewed by:** Alex B. | Founder and CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2025 **What do you like best about Fin?** If we have a help article about the question a user has, then Fin usually finds it and paraphrases the help documentation to the user in a concise helpful way **What do you dislike about Fin?** Fin doesn't achieve 65% resolution rate like Intercom guarantees, it only achieves 50.7%, and in truth its much lower since we often have to intervene and rescue conversations where Fin is unhelpful or hallucinates, and Fin still claims these as its resolutions and Intercom charges us for these despite us having to pay a human to resolve them properly. Also we have many open issues with Fin for months now: 1. Fin often closes conversations part way through as spam, so we have to manually review all its work 2. Fin often refuses to escalate to a human despite asking our user and our user indicating they want to talk to a human 3. Fin often gets stuck in loops and just tells the user the same answer over and over. Intercom blames this on us and says its an issue with our content. Ridiculous. When you have problems with Fin, Intercom makes it very hard to contact them about it, and they don't take responsibility for issues. You have to spend a lot of time talking to Fin before you can talk to a human. Then once you talk to a human 9 times out of 10 they find a way to avoid taking any responsibility for the issue, but if you push they eventually will acknowledge the issue, but then not fix it. **What problems is Fin solving and how is that benefiting you?** Ideally its meant to help customers with their support issues faster than a human. ### 9. Exceptional Contextual Responses and Advanced Solutions **Rating:** 5.0/5.0 stars **Reviewed by:** Vikash J. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** December 02, 2025 **What do you like best about Fin?** It's ability to add contextual information in the replies, it is able to fill in the gaps between the training data and real life queries. It is able to provide solutions for advanced uses cases based on prior responses. **What do you dislike about Fin?** Sometimes it keeps sending the same response even after customer did not accept the answer. It should escalate sooner when customer is not happy. **What problems is Fin solving and how is that benefiting you?** Saves a lot of time and reduces support tickets. ### 10. Great Platform, Even Better with Fin AI **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Fin?** We recently started using Intercom, mainly because the Fin AI feature really stood out to us, that was the key reason we made the switch. I now use it every day, and the setup was simple and quick to integrate into our workflow. I really appreciate the proactive advice for Fin AI on how to improve responses so customers get better answers. Previously, our users had to reach out via email for support, but now they can easily connect with us through the embedded chat, which has been a huge improvement. The customer support team has also been excellent, always ready to guide me with best practices and suggestions to make Fin AI even more effective. **What do you dislike about Fin?** It would be helpful if the Fin AI guidance were a bit clearer. For example, in the support article or on the guidance page itself, a note could be added to explain that Fin AI can only apply one escalation guidance trigger per situation. **What problems is Fin solving and how is that benefiting you?** Fin by Intercom is helping us reduce the volume of support emails by giving customers instant answers through the embedded chat. Instead of waiting for a reply, users can get immediate help, and only escalate to our team when necessary. This saves us time, improves efficiency, and provides a smoother experience for our customers. ### 11. Great platform that's continually growing to meet client needs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2025 **What do you like best about Fin?** Fin has done a fantastic job answering the questions that are super easy and require very little human assistance, leaving us time to manage those that require deeper research and troubleshooting to resolve. As the implementer, I've found it pretty easy to implement Fin now that we've got our system set up. As a daily user, I've come to appreciate how many features are available for both my chat team and myself, from in-depth reports to macros and short keys. **What do you dislike about Fin?** One of the key issues I have with Fin is the customer support it provides on our end, and on the end of our clients, in terms of finding the right balance between asking questions or providing the exact same answers over again, rather than sendig users to a live person. It can be frustrating for me and my clients to have to keep telling Fin to give us to a live agent. **What problems is Fin solving and how is that benefiting you?** Fin solves the problem of our live support agents having to answer simple how-to questions, leaving them time to spend their time investigating real issues that clients are facing. ### 12. Fast, Knowledgeable Support Every Time **Rating:** 5.0/5.0 stars **Reviewed by:** Christopher B. | WHS Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2026 **What do you like best about Fin?** Fast and knowledgeable response, no waiting period. **What do you dislike about Fin?** There is currently nothing nothing that I dislike. **What problems is Fin solving and how is that benefiting you?** Usually client enquiries or anything about our workers ### 13. Fin. The #1 AI Agent for customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Adrian S. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Fin?** What I like best about Fin by Intercom is its incredible efficiency and natural language processing capabilities. It excels at understanding and instantly resolving a significant portion of customer queries, dramatically reducing the burden on our human support team. Ease of Use: From an agent's perspective (when Fin hands off or for Fin Co-pilot), the interface is intuitive and clean. For administrators, the no-code workspace to train and manage Fin's knowledge and behavior is highly user-friendly. The ability to fine-tune responses and set up guidance with natural language makes it accessible even for non-technical users. Ease of Implementation: This is a major strong point. Fin can be set up in under an hour, especially if you already have a structured knowledge base. Frequency of Use: Fin is designed for continuous, high-volume use. It works 24/7 across multiple channels (chat, email, SMS, social) and languages, ensuring consistent, instant support. Ease of Integration: Fin offers excellent integration capabilities. It seamlessly connects with various popular helpdesks and can pull information from different knowledge sources and Customer Support (for the end-user): This is where Fin truly shines. It provides instant, 24/7 support to our customers, eliminating wait times and delivering accurate, personalized answers around the clock. **What do you dislike about Fin?** While Fin is a powerful tool, there are a few areas where it could be improved: Handling of Complex or Nuanced Issues: Despite its advanced capabilities, Fin can still struggle with highly intricate, multi-layered queries that require a deeper level of human understanding or judgment. Number of Features: While the core AI agent functionality is robust, some users might find certain advanced customization options or specific niche features to be somewhat limited compared to highly specialized AI platforms. For instance, while it has good reporting, extremely granular custom reporting might require additional effort Assumed Resolutions" and Billing Clarity: There's a point of contention regarding how Fin counts "resolutions," especially when an AI response is followed by human intervention, but the conversation is still marked as resolved by Fin. **What problems is Fin solving and how is that benefiting you?** Fin by Intercom allows us to scale our customer support without proportionally scaling our human team. It provides a higher quality of immediate service to our customers while simultaneously empowering our agents to do more impactful and fulfilling work, ultimately leading to a more efficient operation and happier customers ### 14. Fast Customer Responses and Easy Setup with FIN **Rating:** 5.0/5.0 stars **Reviewed by:** Ivie M. | Support Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2025 **What do you like best about Fin?** The response times for our customers are quite fast, and we also have the option to upload custom responses. Getting started with FIN is straightforward, and over half of our customers are engaging with it. Of those, around 67% are having their issues fully resolved by FIN. **What do you dislike about Fin?** We can't set the temperature, so sometimes it hallucinates, but nothing too serious. **What problems is Fin solving and how is that benefiting you?** Solving a lot of customer issues for us, basically people that never used the software before ### 15. FIN is actually our best agent for informational content **Rating:** 5.0/5.0 stars **Reviewed by:** Eduardo T. | Management and Data Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2025 **What do you like best about Fin?** Fin can simplify all of our content in help center and deliver this information in a few seconds for our customer. Its a plug and play feature, but need to be reviewed daily (or weekly), for better results. **What do you dislike about Fin?** Some times it keep working on chat, even when the customer demonstrate intention to talk to a human. In our operation, FIN interacts in almots 100% of conversations, and sometimes the escalate guidance doesn't work properly **What problems is Fin solving and how is that benefiting you?** In our business model, which more new customers we have, more support agents we need. In this case, FIN can escalate our operation and keep safe our budget. In addition, with that we can move some teammates to other areas that need new people. Basically, we save time to train new people and we can escalate our operation keep the same headcount. ### 16. Easy Data Analysis and Customer Query Creation **Rating:** 4.0/5.0 stars **Reviewed by:** Nilesh K. | Seniour Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2026 **What do you like best about Fin?** It’s easy to analyze data and create the most commonly used customer queries. **What do you dislike about Fin?** It would be helpful to have more detail on the internal steps, so users can access and follow the process steps more easily and in a more user-friendly way. **What problems is Fin solving and how is that benefiting you?** Customers often have the same repetitive questions. This helps us create a combined solution for those queries, which reduces time for both the customer and the support team. ### 17. Revolutionizing Customer Support with AI **Rating:** 5.0/5.0 stars **Reviewed by:** Francis H. | Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Fin?** We've been incredibly impressed with Fin by Intercom, and it has truly transformed our customer service operations. As the highest-performing AI agent in customer service, Fin lives up to its promise, delivering not just higher-quality answers but also adeptly handling more complex customer queries than any other AI solution we've encountered. The impact on our chat volume has been remarkable. Fin is exceptionally helpful in resolving customer inquiries, significantly reducing the load on our support team. Its ease of use is a major highlight; the interface is intuitive for both our team and our customers, making interactions seamless. This efficiency directly translates to happier customers who benefit from speedy and accurate solutions, a critical factor in today's fast-paced environment. We find ourselves relying on Fin with high frequency of use due to its consistent performance and reliability. What sets Fin apart is its robust training capabilities and ease of implementation. The setup process was surprisingly smooth, allowing us to quickly train the bot using our existing support articles. This has been a game-changer, as we've witnessed a substantial improvement in Fin's knowledge base and its capacity to provide comprehensive and relevant information. The number of features packed into Fin is impressive, covering everything from proactive support to complex query resolution, and its ease of integration with our existing platforms was excellent. Furthermore, Intercom's customer support for Fin has been responsive and helpful, ensuring we maximize its potential. Fin by Intercom is more than just an AI agent; it's a strategic partner that empowers us to deliver exceptional customer experiences with unparalleled efficiency. Highly recommended for any business looking to elevate their customer support with intelligent AI. **What do you dislike about Fin?** While Fin is generally excellent, one area we've noted is that on occasion, the AI may provide customers with misinformation. This can lead to customers having an incorrect understanding of our product or its features when they eventually connect with a human agent, requiring additional clarification. We are actively working on refining our training data to further minimize such instances. **What problems is Fin solving and how is that benefiting you?** It benefits us by: Reducing chat volume: Fin is highly effective at resolving customer inquiries independently. Improving customer satisfaction: Customers are happier because they receive quick solutions. Enhancing knowledge base: Fin can be trained on our support articles, significantly improving its ability to provide comprehensive and relevant information. Increasing efficiency: It acts as a strategic partner, helping to deliver exceptional customer experiences with unparalleled efficiency. ### 18. Easy Customer Communication, but Occasional Lag and Broken Jam Videos **Rating:** 3.5/5.0 stars **Reviewed by:** William S. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 01, 2026 **What do you like best about Fin?** I'm able to easily communicate with customers with Finn by intercom it's such a nice platform and I can also share jam videos **What do you dislike about Fin?** It's occasionally lags sometimes and I miss customers chats and then jamb videos also gets broken **What problems is Fin solving and how is that benefiting you?** Help me to stay close to customer by providing AI custom support as well as proper integrations ### 19. Fin's performance revolutionalized how we provide support to our customers **Rating:** 5.0/5.0 stars **Reviewed by:** Anastasia S. | Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2025 **What do you like best about Fin?** We love wha concise answers Fin provides in chats and via email. We noticed our customers prefer fast and concise replies by Fin rather than human responses as they often want just to get an answer to their question quickly rather than wait for a human to reply. I also enjoy the multilanguage support. Fin replies to customers in multiple languages, which means clients who speak other languages than our team can also get a prompt assistance. Additionally, I love a vast list of features to customize Fin responses: custom answers, guidence, suggestions. All these things were smth what we even didn't ask for, but Intercom added them and they work so well! **What do you dislike about Fin?** I love Fin to 99%, but there is one irritating thing: when you forward an email to Intercom, you cannot control how Fin responds and in what language. Fin considers me, as a sender because I am forwarding it, and it's irritating because if the email is in Spanish, but my language is English, Fin will reply in English. **What problems is Fin solving and how is that benefiting you?** Providing fast and accurate responses to customers without human interaction, communicating with customers in language which our customer support team doesn't support. ### 20. Seamless Workflow Integration with Flexible Settings **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2026 **What do you like best about Fin?** Integration Fin to regular workflows and the variability of it's settings, easy to implementation, easy to set up **What do you dislike about Fin?** It would be helpful to be able to connect Fin to Google Sheets data banks, so Fin could also use information from there. The more sources available, the more opportunities there are to build a truly solid knowledge base. **What problems is Fin solving and how is that benefiting you?** Fin helps make a dialog feel more alive and less scripted. It also helps analyze more dialogs than we can handle analyzing on our own. ### 21. Intercom is a one-stop shop! **Rating:** 5.0/5.0 stars **Reviewed by:** Mellissa C. | Global Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 19, 2025 **What do you like best about Fin?** Intercom's implementation of AI is the best I've had the pleasure of working with, and it's only getting better. Things I like about it - It's easy to set up - the better your knowledge base is, the better Fin becomes. It's configurable based on your needs - want to tell it to use a different format of English based on a users location? No problem. Want to make sure bugs or log-in issues get escalated straight to a person? Can do! Have more complex situations that come up rarely, but do come up and can be repetitive? - Create snippets, perfect! We have consistently been keeping a 70%+ resolution rate with the work we've done, and it's been a huge help as our little level 1 support agent, for a very complex software. Our fin involvement rate is also very high at 90% - there's very few situations where you can't use Fin in some way. New staff also frequently use Fin co-pilot when learning, and this can be connected to a variety of different internal and external sources, which makes it a one-stop shop for getting the information you need at your finger tips. **What do you dislike about Fin?** - You can't create different 'bots' for the different Brands you add into intercom. - There are quite a lot of options to look at - while intuitive once you look into it, it can get a bit over whelming. I have the benefit of being one of the first people to be able to play with Fin in Australia, so I've adapted as Fin enhancements have grown, but I could imagine how this may be a lot to go over as a newbie - but the staff at intercom are super helpful and I'm sure the implementation to new orgs would be just as amazing :) - There's no way to teach Fin CoPilot the same way you can with Fin Agent, because each question and answer is only visible to the person using it, it's hard to make sure the information being provided is accurate. It would be handy to have some kind of permission-based option that allowed reviewing these to avoid incorrect education; though in saying that, everyone should always be double-checking information! Managing fin could be someone's (or two peoples') full time job, don't let AI fool you into believing it's set and forget, you do need to keep things updated, you need to stay ontop of content to make sure it's still relevant, Fin is only as good as the information and time you put in. **What problems is Fin solving and how is that benefiting you?** It's giving my support team the opportunity to work on more complex queries, freeing then up from the easy, repetitive questions which are still important to users to have answers to, but can be time consuming. Fin also allows our team to work on more things outside of support, or further upskill themselves so they are more equipped to answer the more complex queries that come in. ### 22. Easy,Fast and Reliable **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2025 **What do you like best about Fin?** The best part of FIN is that we were already using Intercom, which has been a real success for us and at a rapid pace. It was very easy to set up, as we had the proper documentation and repository options for training the AI, which was straightforward. Also, the Fin team at Intercom has really developed many features. The one aspect I like most about FIN is the guidance section, where you set guidelines for Fin, and it’s very simple. I believe Fin has been designed exceptionally well for a chat tool like Intercom, and it integrated seamlessly with our existing environment. This allowed us to assess everything, implement, and go live within a month. I think even that might be a bit ambitious, but I just wanted to be cautious and say it was around 30 days. **What do you dislike about Fin?** One thing about Fin that I can say is the most disliked aspect for us is the assumption of resolved cases. What I mean by that is, let's say a customer asks a question and does not come back to confirm that the answer is correct, which often results in a number of responses. Fin then takes it as a confirmed case or a resolved chat, which I believe is a little problematic because we can't truly assess all the chats in this category as resolved. It takes us some time to review these chats. Although they provide an option to filter these, it would be much better if we could send a couple of follow-ups and then close the case. I think if that process is implemented, it would help address this issue. **What problems is Fin solving and how is that benefiting you?** FIN is helping us to reduce head count in the support team by at least 50% and also it also allows us to be available for support 24/7. ### 23. Intercom's FIN allows our team to focus on more critical issues and proactive support. **Rating:** 5.0/5.0 stars **Reviewed by:** Carrie P. | Head of Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** June 19, 2025 **What do you like best about Fin?** We are a small team with only 2 people handling support. Since FIN leverages our help center content and recent team member conversations, it has allowed us to have our small team focused on more critical issues and proactive support. We recently got a customer CSAT survey for an issue FIN resolved that said, "the AI bot was the most helpful I've ever used!” Customers are able to get answers immediately vs. waiting for a team member or having to go through a decision tree for answers. It was really fast to set up and I've been able to make adjustments along the way. It's also helping us keep our content up to date by making suggestions of areas that need improvement or are missing information. Previously, we would do periodic audits of our help center, but with FIN, we can now look at what had to be routed to a team member and FIN can tell us areas it didn't have information to leverage. **What do you dislike about Fin?** You have the option to turn on multiple functions of FIN, for example you can just turn on Chat or Email or both. We have both turned on, however occasionally a customer might go into a loop where they chat in and FIN tells them to email support, which isn't the best experience. I've been able to provide additional guidance to FIN to try to avoid this, but there are definitely some trial and error things you'll need to do to ensure the customer experience isn't impacted. **What problems is Fin solving and how is that benefiting you?** FIN is solving customer issues for us based on our help center content. This is allowing our small team to focus on more critical areas and proactive support, which ultimately will help us with customer retention. ### 24. Fin makes our life easier **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 03, 2025 **What do you like best about Fin?** Fin is easy to use and manage. We love how Fin does about 30% of our work. He has more knowledge than all but one of our team members and maybe not even him. We love the amount of information we can find in intercom on how it's performing. We love Fin suggests new content and shows us where our content is lacking. We are currently working with fin-first for our incoming e-mails and are hoping to implement fin-first workflows for all our incoming conversations soon. **What do you dislike about Fin?** Sometimes he leads customers in a loop of answering or requesting more information. Also in very rare occassions Fin infers information that is not true and gives it to our customers. **What problems is Fin solving and how is that benefiting you?** We always have a staff shortage on our helpdesk. We have vacancies, but it's difficult to fill them. Now Fin does a lot of the work, the workload is manageable for the team and it also gives us time to work on sideproject to drive the business forward. ### 25. Intercom's FIN AI Bot is powerful and user-friendly, with great language support **Rating:** 5.0/5.0 stars **Reviewed by:** Reinis Z. | Head of customer care, Mid-Market (51-1000 emp.) **Reviewed Date:** June 19, 2025 **What do you like best about Fin?** We've been very impressed with Intercom's FIN AI Bot. One of the standout features is its excellent language support for Latvian, Lithuanian, and Estonian—there are virtually no errors, which is rare and incredibly valuable for our region. The platform is also extremely user-friendly when it comes to training the bot; everything can be done independently, including setup and integration with our internal systems. The support from Intercom’s team has been outstanding—quick, helpful, and always professional. Most importantly, we're seeing a high resolution rate of over 60%, which has exceeded our expectations. Overall, we’re very satisfied with FIN and highly recommend it. **What do you dislike about Fin?** One area with room for improvement would be the response time for technical support inquiries—faster turnaround on complex issues would make the experience even better. **What problems is Fin solving and how is that benefiting you?** FIN by Intercom is helping us automate customer support efficiently by accurately handling inquiries in Baltic languages, reducing agent workload and improving response times, which leads to higher customer satisfaction and a resolution rate of over 60% ### 26. Best for automating the responses! **Rating:** 4.5/5.0 stars **Reviewed by:** Shruti J. | Digital Marketing Executive, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2025 **What do you like best about Fin?** As a technical writer, I find Fin by Intercom very easy to use and quick to set up. It connects smoothly with our other tools, and customer support is always responsive. I use it regularly because it offers a lot of helpful features that make my work easier. **What do you dislike about Fin?** There are so many features that it can feel a bit much at first, and learning how everything fits together takes some time. Sometimes I need extra help from support to figure out the more advanced integrations. **What problems is Fin solving and how is that benefiting you?** Fin by Intercom is solving the problem of handling repetitive and basic customer queries for our SaaS product by using AI to instantly answer questions based on our support documentation and macros. This automation means customers get fast, accurate answers 24/7, and our team saves a huge amount of time that used to be spent on answering the same questions over and over. As a result, our support team can now focus on more complex issues, improving both efficiency and customer satisfaction. ### 27. Easy Setup and Tracking That Minimizes Our Workload **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2026 **What do you like best about Fin?** Easy to set up and easy to track. We made good experiences with it so far and it really helps with minimizing workload **What do you dislike about Fin?** It develops really fast, which is great, but we struggle to keep up. Also unfortunately there are a lot of things in the beta version, we love the new Monitors section, but it is not in our current price package **What problems is Fin solving and how is that benefiting you?** Simple tasks get picked up by the AI, less work for the first line ### 28. Feedback Fin **Rating:** 4.0/5.0 stars **Reviewed by:** Badia K. | Customer Care Expert Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2025 **What do you like best about Fin?** Fin really helps us streamline conversations on our support channel. It provides clear, constructive answers to simple questions, freeing up our agents to focus on conversations that require more investigation and time. **What do you dislike about Fin?** There are certain bugs, such as Fin speaking another language, or custom answers that you can't say “no, don't send that one.” It also takes weeks or even months of configuration before Fin can perform well. It also requires fairly regular monitoring (weekly) to analyze bad chats, qualify them, and improve its responses. **What problems is Fin solving and how is that benefiting you?** At Skello, we receive many questions from customers that can be answered in the help center, which meant that agents were spending a lot of time on very basic questions. Fin allows us to optimize our time and provides customers with quick, clear answers outside of business hours. ### 29. 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. ### 30. Great continual learning and tone of voice customisation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Fin?** Continual learning so actually improves answers as time goes on which is definitely apparent in the quality of the answers. Has reduced our manual support time massively whilst retaining a good CAST score so still providing a good service for our users. Love being able to customise the tone and length of responses and add rules to language / words used, great from a brand perspective. **What do you dislike about Fin?** Sometimes users do get frustrated when the conversation seems to go in circles - sometimes Fin keeps trying to answer even when a human support member is responding (may just be our settings need tweaking) but it's only occasional. **What problems is Fin solving and how is that benefiting you?** Reducing manual effort from our support team, giving users access to faster, helpful support at any time of day, across multiple channels. ### 31. Fin Upgrade **Rating:** 4.5/5.0 stars **Reviewed by:** Edgaras B. | Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2025 **What do you like best about Fin?** Fin is a solid step forward in Intercom’s AI offering. It’s quick, conversational, and integrates seamlessly into the existing Intercom environment. Because it’s trained directly on your company’s help content, it usually gives accurate, on-brand answers without a lot of setup. For common support questions, it can save both customers and support agents a lot of time. **What do you dislike about Fin?** Its accuracy depends heavily on the quality and clarity of your help documentation. If your content is sparse or outdated, Fin’s answers can be incomplete or off-target. It also works best with straightforward queries — nuanced or complex questions may still require a human handover. Pricing can feel steep if your volume is high, since it’s billed per resolution, not per seat. **What problems is Fin solving and how is that benefiting you?** By handling straightforward queries instantly, Fin cuts down on response and resolution times, leading to better customer satisfaction. On the other hand our own bots assist us better. ### 32. Saves Time on Easy Questions, but Struggles to Reference the Right Content **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2026 **What do you like best about Fin?** I think that Fin helps us to filter out the easy answers and make time for more involved customer questions. **What do you dislike about Fin?** The biggest problem I have with Fin is that it's difficult for it to reference the correct content. Many of our products are very similar, and vary only slightly, making it difficult to remake the content for each of our apps. **What problems is Fin solving and how is that benefiting you?** Fin helps to take care of the easy answer questions that don't need a representative to help with. ### 33. Clear, Concise Information with Reliable Sources **Rating:** 4.5/5.0 stars **Reviewed by:** Yunesh K. | Head of Client Support and Onboarding, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Fin?** The way shares the relevant information in bullet points along with the source of information. **What do you dislike about Fin?** Not being able to grab the video URL mentioned in the knowledge base. **What problems is Fin solving and how is that benefiting you?** It is helping to reduce the incoming support volumes by addressing clients' concerns through chat and email. ### 34. Easy Client Assistance, Still Gaining Adoption **Rating:** 3.5/5.0 stars **Reviewed by:** Camilo C. | Assistant Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2026 **What do you like best about Fin?** Easiest way to assist our clients on specific issues. **What do you dislike about Fin?** We were just implementing that. No a huge usage given. **What problems is Fin solving and how is that benefiting you?** It was helping us to organize the customer service tasks and way to provide assistant. ### 35. The best support operations platform **Rating:** 5.0/5.0 stars **Reviewed by:** Pedro S. | Technical Support Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2025 **What do you like best about Fin?** The things I like best about Intercom is the seamless navigation and interface, the variety of features that allow to manage the customer journey effectively, the increase of productivity and KPI's it brought to our Customer Support service, and the new AI feature that is outstanding. It is by far the best ticketing platform I've ever worked with. **What do you dislike about Fin?** The only downside I can find is the Help Center management that could be a bit more refined and easy to use. Sometimes when we need to make editions to multiple pages in one go, it becomes a bit too hard and manual. **What problems is Fin solving and how is that benefiting you?** Intercom is solving a lot a probles in our organisation and benefiting our Customer Support Team tremendously: - Is increasing our team's productivity, saving us time to focus on other tasks - Is helping us boosting our CSAT and KPI's - Allows us to provide a more refined customer support experience to our customers - Helps us to save costs by having the AI feature doing a lot of the support work, and eliminated the need for us to hire a new support agent - Enables us to seamlessly launch mass communications to our customers to announce new features of our product - Gives us a variety of features to handle Bugs internally its communication to customers **Official Response from Kateryna Kharytonova:** > It's great to hear that Intercom is helping to increase your team's productivity, boost CSAT and KPI's, and provide a more refined customer support experience. We value your feedback about the Help Center management and will use it to enhance the user experience for our customers. ### 36. Helps communicating much easier. **Rating:** 5.0/5.0 stars **Reviewed by:** Caesar Bryan Fulgencio P. | Senior Platinum Desk – Strategic Projects & Premium Support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Fin?** I really like how versatile Intercom is for communication—it allows us to chat and email simultaneously. The interface is also very user-friendly. **What do you dislike about Fin?** Nothing to report everything is working really well for me so far. I’ve been using the app regularly, and I’m impressed by its smooth performance and reliability. The features are intuitive, and I haven’t encountered any issues or glitches. Overall, it’s been a seamless experience, making my workflow much easier and more efficient. I appreciate the effort put into making the app user-friendly and stable. **What problems is Fin solving and how is that benefiting you?** We have several tasks that require us to contact our partners and support teams, often via phone calls. However, there are times when reaching them by phone isn’t successful, which can slow down our workflow. In those situations, Intercom has been incredibly helpful, as it allows us to seamlessly switch to chat or email to get in touch with them quickly. This versatility ensures that communication stays smooth and efficient, even when phone contact isn’t possible. Having multiple channels all integrated in one platform really simplifies our efforts to connect and resolve issues promptly. ### 37. Effortless Setup and Exciting New Features **Rating:** 5.0/5.0 stars **Reviewed by:** Lorna F. | Product Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** December 22, 2025 **What do you like best about Fin?** Setting up, monitoring, and making improvements has been incredibly straightforward. I’ve really enjoyed watching all the new features being introduced over time. **What do you dislike about Fin?** I simply need a bit more time to master all the skills! **What problems is Fin solving and how is that benefiting you?** The main benefit is that it helps decrease the number of questions that need to be handled by a human agent. ### 38. Advanced Chatbot That Delivers Exceptional Customer Satisfaction **Rating:** 4.5/5.0 stars **Reviewed by:** Aman S. | Senior Business Development Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** January 06, 2026 **What do you like best about Fin?** It is not just an ordinary chat bot to reply the basic queries of the customer, It also has advanced feature to evaluate any technical query and provide the best resolutions to any prospect for better customer satisfaction. **What do you dislike about Fin?** Sometimes it keep responding even a team member has taken over the query. **What problems is Fin solving and how is that benefiting you?** Earlier we have to align a team member for 24*7 customer support but now after the working hours, Fin is replacing the physical presence by providing the soltuions to customers for their relevant queries. ### 39. Amazing tool.. **Rating:** 5.0/5.0 stars **Reviewed by:** Vimal K. | Senior CSE, Small-Business (50 or fewer emp.) **Reviewed Date:** February 10, 2026 **What do you like best about Fin?** Correct responses with "on point" details **What do you dislike about Fin?** Should use images in responses from previous responses. **What problems is Fin solving and how is that benefiting you?** We are performance marketing tool, FIN is helping us resolve ssues relared to the affilaite marketing. ### 40. Fin by Intercom: Revolutionizing Customer Support with Speed and Accuracy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2026 **What do you like best about Fin?** Fin by Intercom has been a game changer for our customer support. It delivers fast, accurate, and context-aware responses that significantly reduce response times while maintaining a great customer experience. **What do you dislike about Fin?** Fin’s quality strongly depends on how complete and well-written your support articles are. If your documentation isn’t clear or is scattered across systems, Fin may not pull the right context. **What problems is Fin solving and how is that benefiting you?** Your agents spend less time on routine queries and more on complex problems that require empathy and expertise—improving team morale and reducing burnout. ### 41. Efficient Off-Hours Support with Customizable Resource Management **Rating:** 5.0/5.0 stars **Reviewed by:** Suzanne T. **Reviewed Date:** December 15, 2025 **What do you like best about Fin?** I love that we can limit the resources Fin by Intercom uses to provide answers, which helps ensure that the correct information is being provided. The setup process was great, and the Help Articles and chatting with Intercom's Fin were most helpful. **What do you dislike about Fin?** I'd like an easier way to switch to holiday hours, but I think that's more an Intercom as a whole thing vs Fin specifically. **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom to provide off-hours support, offering assistance whenever it's convenient for customers. It helps us manage simple questions, freeing human agents for more complex queries. ### 42. Delivers on Promises with Impressive Features **Rating:** 5.0/5.0 stars **Reviewed by:** Daniella C. | Head of Customer Service, Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2025 **What do you like best about Fin?** This tool does exactly what it's supposed to and has been a lifesaver for our teams. It also offers many excellent additional features, including workflows. **What do you dislike about Fin?** I notice the tone of Fin changes randomly, and I wish we had control over that **What problems is Fin solving and how is that benefiting you?** This tool enables us to better assist our customers by resolving 65% of our queries automatically. ### 43. Fin For The Win! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Fin?** I like its ability to use my tone of voice, the way it lays out information, and the composition of such. It is a very intuitive tool, and greatly assists me in my day to day work duties. **What do you dislike about Fin?** Sometimes it doesn't provide all the steps necessary in a set of instructions, it will occasionally leave key pieces of information out that you have to go back and fill in. **What problems is Fin solving and how is that benefiting you?** Fin is a fantastic resource as it will often recall bits of information that may have been forgotten, or are rarely referenced. It effectively lays out steps and instructions that allow for clearer understanding by the customer. I enjoy its ability to recognize my tone of voice and use it in its responses. ### 44. More Efficient, Accurate Chat Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2026 **What do you like best about Fin?** It has allowed me to manage chats with much more efficiency and accuracy **What do you dislike about Fin?** Haven't had any experience yet that I would say I disliked **What problems is Fin solving and how is that benefiting you?** Allowing me to easily manage inbound chats and conversations ### 45. Boosts Customer Support with AI, but Needs Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2025 **What do you like best about Fin?** I like that Fin by Intercom is easily adaptable and effectively uses our knowledge base for replying to customers. We have an extensive knowledge base filled with examples, visual information, and pictures, which Fin by Intercom makes accessible to resolve customer issues on the spot. **What do you dislike about Fin?** I dislike that Fin by Intercom does not understand picture sets yet, but I know it's planned to improve with new AI models. **What problems is Fin solving and how is that benefiting you?** Fin by Intercom increases our first-time response rate, reduces response time, and helps us resolve level one and two support questions faster. ### 46. Fin changes the game **Rating:** 5.0/5.0 stars **Reviewed by:** Phillip R. | Head of Customer Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2025 **What do you like best about Fin?** Fin has completely changed the game for Support Teams. Traditionally, Support has been reactive, and when volumes spiked, the only real lever we had was adding more headcount. Sure, we tried other approaches—resolution bots, custom flows, better documentation, improved onboarding and training—but they rarely moved the needle enough. Inevitably, we’d fall back on hiring. With Fin, that dynamic has flipped. It’s infinitely scalable, able to confidently handle anywhere from 5 to 5,000 conversations as long as the knowledge exists. The challenge now isn’t scale—it’s how teams adapt. Former frontline agents are becoming content creators, because great content is what fuels Fin. That shift means content can’t be an afterthought; it has to sit at the heart of how Support operates. Fin is only as powerful as the knowledge you feed it—and that’s a much more exciting problem to solve than endlessly chasing headcount. **What do you dislike about Fin?** One limitation with Fin is that it’s tied exclusively to Intercom. While it’s fantastic for customer interactions, we have plenty of other use cases where it would be valuable to extend its reach to non-Intercom teams. We already invest significant time training Fin, and it would be a huge win if our internal teams could access Copilot externally—say through a lightweight app. That way, we could share the benefits across the organisation without needing to justify the cost of a full Intercom seat for people who don’t use the inbox. A smaller, more flexible licensing option would make a lot of sense here. Another improvement that would be game-changing is a Slack integration. A large portion of our knowledge lives in Slack threads, and being able to tap into that directly would dramatically increase the value we get from Fin. **What problems is Fin solving and how is that benefiting you?** We operate in a two-sided network, supporting both our suppliers and the venue customers who buy from them. That creates unique complexities—different audiences, different needs, and the challenge of making sure Fin can confidently serve the right answers to the right people. Fin has pushed us to get far more structured with our customer data, segmentation, and content strategy. We’ve invested in building the right properties, segmenting carefully, and writing content with intent so Fin delivers accurate, relevant responses. We’re still on the journey, but already we’re seeing big improvements. For example, we’ve transitioned two of our senior team members into dedicated content roles, which is accelerating our progress. This shift is hugely valuable—Fin doesn’t just reduce support load, it’s helping us mature how we manage and scale knowledge across a complex customer base. ### 47. A good first line support tool for quick answers of common questions **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2025 **What do you like best about Fin?** The way the agent uses existing content in form of previous conversations and help articles in Intercom library, the accuracy of the help is mostly on point. Getting a condensed answer that is based on longer articles can be of great help to get to the actuall issue much quicker, and also a fast solution to that specific problem. Also the different ways of communication from the agent is a good touch, to get them to behave as close to your wish as possible. First time activation of the feature takes a while but once its up and running its fairly easy to tweak the settings. Overall speeds up the answering time and effort from a physical agent during the first touch of a new case. Good overview of the different settings pages for FIN all combined in a separate section, making it easy to find and get started with. **What do you dislike about Fin?** Setting the content up at first is the big job, adding articles and time to train the AI to get the right results from the sources. There is always a need to double check the result that comes out, to see if its acutally correct all the way. Hard to make the bot feel human all of the time. Knowing you talk to a bot/not getting the exact understanding from the bot, can be frustrating for a customer that tries to get help but instead gets stuck in what the bot thinks is another scenario (that can be very similar but still has another solution) **What problems is Fin solving and how is that benefiting you?** Mostly its making interactions less time consuming, freeing up time for agents to put where its actually more needed to raise the quality of service. ### 48. Effortless Communication with Superior Usability **Rating:** 5.0/5.0 stars **Reviewed by:** Zessa Mae P. | Customer Support Representative **Reviewed Date:** December 07, 2025 **What do you like best about Fin?** I use Fin by Intercom for chat support with our users. It's a big help in communicating with them. The setup and navigation are seamless, making it easy to use even for a non-techy person. This allows us to immediately reply to users, and we can communicate without any hassle. I appreciate how we can easily reply and communicate with our users. **What do you dislike about Fin?** None at the moment **What problems is Fin solving and how is that benefiting you?** I use Fin by Intercom for chat support, making communication with users easy and immediate. Its seamless setup and navigation allow my team to reply quickly without any hassle. ### 49. Assessment of FIN's Effectiveness in Ticket Resolution **Rating:** 2.5/5.0 stars **Reviewed by:** Edson C. | Developer Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2025 **What do you like best about Fin?** I believe that in our case of ustomer Support, FIN demonstrates a moderate level of accuracy. Speaking in numbers, approximately 25% of the tickets are resolved by it. While this isn’t a bad result, I believe it could be improved to exceed 30%. It is easy to use; however, the implementation is somewhat labor-intensive, as it requires continuous result refinement. In our case, FIN is used daily in the automated workflow. We use it across various workflows and features, and its integration into the flow was straightforward. **What do you dislike about Fin?** Sometimes, its response ends up being quite out of context and doesn't add any value to solving the ticket. **What problems is Fin solving and how is that benefiting you?** FIN helps us reduce the initial load on our support team by automatically handling a significant portion of recurring and low-complexity inquiries. It provides instant answers to users, which improves our first-response time and customer satisfaction. Additionally, it allows our agents to focus on more complex or high-priority issues, increasing the overall efficiency of our support operations. **Official Response from Kateryna Kharytonova:** > Hi Edson, Bobby here, I lead the support team at Intercom. The average resolution rate across our customer base in 59%. We'd love to chat with you and help get your setup well above 30%. It's true that Fin requires ongoing management and refinement, so that's why we make all settings and optimization available in-product. And we're adding features+automation to make it easier and easier. If you want to chat, feel free to email me at robert.stapleton@intercom.io Thanks! ### 50. Intercom: Best-in-Class Chat Platform with Powerful Web & Mobile Features **Rating:** 5.0/5.0 stars **Reviewed by:** Balaji S. | Technical support engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 30, 2026 **What do you like best about Fin?** Intercom is a best chat platform and has multiple functionalities to handle quickly from both web and mobile. **What do you dislike about Fin?** I like everything because it is used almost everyday and there are no issues. there are few issues which may be resolved by them like downtime of the platform but it always happened due to cloud provider like aws **What problems is Fin solving and how is that benefiting you?** Able to handle customers through their platform and provide value instantly. ## 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?page=5§ion=pricing&secure%5Bexpires_at%5D=2026-05-29+19%3A20%3A03+-0500&secure%5Bsession_id%5D=b8df1413-7673-4f6c-a7cf-842aaebc82d1&secure%5Btoken%5D=7d256ec09e05b52f9ad2af3033231ce2d2273976a5428a1d798ce79c42e526e2&format=llm_user) ## Fin Integrations - 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[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) - [RingCentral Events](https://www.g2.com/products/ringcentral-events/reviews) - [SafetyCulture](https://www.g2.com/products/safetyculturehq/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 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 (1,842 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,589 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews)