# 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:** 3,849 ## About Fin Fin is the best performing AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale. 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. 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 provide **quick and accurate answers** , greatly enhancing efficiency and reducing support workload. (435 reviews) - Users appreciate the **ease of use** of Fin by Intercom, enjoying its intuitive navigation and streamlined features. (433 reviews) - Users appreciate the **ease of use** of Fin by Intercom, enabling quick onboarding and efficient customer conversation management. (333 reviews) - Users value the **efficiency** of Fin by Intercom, enhancing onboarding and integration for a seamless workflow. (268 reviews) - Users value the **automation features** of Fin, enhancing client management and support efficiency significantly. (257 reviews) - Users value the **exceptional customer support** from Intercom, noting quick responses and helpful educational resources. (257 reviews) - Time-saving (198 reviews) - Intuitive (195 reviews) - Artificial Intelligence (192 reviews) - Customer Satisfaction (187 reviews) **What users dislike:** - Users find **missing features** like conversation simulation and granular control limit Fin's effectiveness and usability. (152 reviews) - Users find Fin's **nuance limitations** frustrating, often requiring specific phrasing and leading to outdated information concerns. (130 reviews) - Users express concern over **limited features** in Fin, like restricted access to prompts and lack of resolution bots in basic plans. (123 reviews) - Users find the **learning curve steep** , requiring ongoing attention and lacking in advanced functionalities and insights. (115 reviews) - Users find the pricing of Fin by Intercom to be **excessively high** , especially with constant upselling of features. (92 reviews) - Users highlight the **poor customer support** of Fin by Intercom, often facing long response times and unhelpful agents. (88 reviews) - Poor Understanding (86 reviews) - Complexity (85 reviews) - Inadequate AI Features (85 reviews) - Users feel the **limited customization** in Fin prevents tailoring features effectively to meet specific needs. (83 reviews) ## Fin Reviews ### 1. Powerful, Intuitive, and Essential for Scaling Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2025 **What do you like best about Fin?** I really appreciate Intercom’s reporting capabilities. The dashboards are intuitive, customizable, and give us clear visibility into team performance, response times, and user engagement. It helps us make data-driven decisions quickly and confidently. The ability to segment data and track trends over time has been especially valuable for improving our support workflows. **What do you dislike about Fin?** One thing I find a bit limiting is the way Intercom handles conversation statuses. Coming from platforms that use a more traditional ticketing structure—like New, Open, Pending, Solved, Closed—Intercom's status options can feel a bit too simplified. It sometimes makes it harder to track where each conversation stands, especially when managing high-volume support queues. **What problems is Fin solving and how is that benefiting you?** Intercom helps us centralize and streamline some of our customer communication, from live chat to email—into one unified inbox. It allows our team to respond quickly, collaborate more efficiently, and personalize support at scale. ### 2. Efficient and Easy to Use—A Top Choice **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Fin?** Easy to use Efficient Can handle a large amount of requests daily **What do you dislike about Fin?** I don't have enough experience to speak to this. **What problems is Fin solving and how is that benefiting you?** Helping our customers with account inquiries, questions, etc. ### 3. Very Friendly, Easy-to-Use UI **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Commercial Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2026 **What do you like best about Fin?** Very friendly UI! It's definitely of the best CRMs in the industry. **What do you dislike about Fin?** Some outages that happen at least once a year **What problems is Fin solving and how is that benefiting you?** Access to knowledge base ### 4. Excellent AI tooling and features for making the most from AI automation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** July 20, 2025 **What do you like best about Fin?** Fin is extremely reliable, I find we rarely have to deal with hallucinations, Most of all the options to mix Fin with AI automation within the workflows allows us to be extremely flexible with what we build out in the platform **What do you dislike about Fin?** Nothing. The only issues we ever run into with Fin come from a result of Betas we choose to be a part of, and happily take on that risk of errors when we do so. **What problems is Fin solving and how is that benefiting you?** Extremely effective and easy customer service where Fin can carry out the quick and easy questions, and only leave the extremely complex, new or Human-task-required issues ### 5. Fin improvement and learning curve **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Fin?** It can easily identify the problem, especially if the customer’s issue has been described correctly. It will also provide the right resources when giving further information. **What do you dislike about Fin?** It doesn’t ask the correct probing questions and simply provides an answer that is irrelevant to the customer’s concern, which may cause confusion. **What problems is Fin solving and how is that benefiting you?** Sometimes, Fin does not get updates on new product features and sticks to an old knowledge base. ### 6. Super easy to use - great AI feature **Rating:** 5.0/5.0 stars **Reviewed by:** Angel H. | Customer Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Fin?** The use of AI - The workflows and the ease of ticket handling. **What do you dislike about Fin?** It can be quite full-on to set up, especially as a small business with fast growth. There are many details to know but the IC Academy helps **What problems is Fin solving and how is that benefiting you?** Helping deal with low hanging fruit - automating more serious issue to be escalted appropriately ### 7. Awesome! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Small-Business (50 or fewer emp.) **Reviewed Date:** March 12, 2026 **What do you like best about Fin?** The AI is cutting edge and very reliable. **What do you dislike about Fin?** Nothing at this time. All is well so far. **What problems is Fin solving and how is that benefiting you?** None at this time. ### 8. A powerful and customisable tool that nevertheless wasn't sophisticated enough for our purpose. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Fin?** I was impressed by the different options to customise Fin, such as providing it with custom answers to specific questions it might receive and building in automated workflows. These features take it from a standard AI to a powerful customer support tool. **What do you dislike about Fin?** The primary downside for our use case is that it's not possible to limit Fin to specific answers/definitions. Even if you only allow it access to certain information source, it will still answer customer questions as if it has the answer, even when the answer is wrong. As ours is a field that requires strictly accurate answers, we can't afford an AI that might hallucinate an answer, we'd rather it say "I don't know" or "I can't provide an answer". Although this can be partly mitigate by providing custom answers, there's no way to account for every possible question that a customer might ask. **What problems is Fin solving and how is that benefiting you?** Unfortunately, we weren't able to turn Fin on live to our customers due to the issue of possible hallucination. To be fair, I think that it would be a very useful tool for most companies, but the field we are in is governed by strict regulations about what information can be provided to users. **Official Response from Kateryna Kharytonova:** > Thanks for the feedback on Fin! We absolutely understand the importance of providing accurate information to customers, especially considering your use case. You might look at adding some more specific guidance for Fin to follow using our Guidance feature. https://www.intercom.com/help/en/articles/10210126-provide-fin-ai-agent-with-specific-guidance Guidance allows you to to set clear rules for Fin to follow, including when to escalate sensitive issues to your team or rules around what Fin should say or do. Please reach out to our team via the Messenger or by emailing support@intercom.com if you’d like to chat further! ### 9. Works decently sometimes **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Fin?** Good for very simple queries. Access to knowledge base is helpful, and degree of automation through workflows and tagging is helpful. **What do you dislike about Fin?** For medium to more complex questions (I need to do X which is not clear how to do this), the results are MANY times incorrect and have led me astray. Incorrect answers by Fin actually led to some critical issues with customer experience later on. **What problems is Fin solving and how is that benefiting you?** Able to automate basic workflows at a fairly rudimentary level. This allows us to set up logic that minimizes amount of manual work that needs to be done. ### 10. seamless **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Fin?** In my role as a Customer Support Specialist, I’ve worked with various systems, and many can be tricky to navigate. However, Intercom has been a standout—it’s incredibly user-friendly and intuitive. I found it easy to learn, thanks to its clean and uncluttered layout, which makes navigation a breeze. One of the features I really appreciate is how seamlessly I can attach my Jira tickets to cases and reassign tickets to other departments when needed. Intercom also makes it simple to organize and track my open tickets, which is essential for staying on top of my workload. I also love how easily I can reference closed tickets when needed. Overall, Intercom has become a daily part of my workflow. It integrates well with our existing systems and was easy to implement. It truly supports me in delivering efficient and organized customer support. **What do you dislike about Fin?** So far, I haven’t found anything I dislike. Compared to other platforms I’ve used in customer support, Intercom is significantly easier to use and much more intuitive. **What problems is Fin solving and how is that benefiting you?** Efficiency. ### 11. Intercom is fantastic **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2025 **What do you like best about Fin?** Intercom is innovative in a really practical way. Their helpdesk software is extremely helpful in being able to leverage AI to help our customers to be able to answer their own questions but we can get as hands-on as we need to for the tricky tickets. I love how easy it is to add to the support center on the fly (this is so important when things are busy), and everything that is added to the help center is instantly accessible for our AI bot. Collaboration on tickets is also easy. **What do you dislike about Fin?** Communication from the Intercom team was pretty lacking as we were evaluating them. The support team has been very helpful as we've been a customer. **What problems is Fin solving and how is that benefiting you?** Intercom is useful for all things customer support. Managing help requests, help center etc. It's also useful for sales conversations ### 12. Fin by Intercom Makes Support Easy and Efficient **Rating:** 4.5/5.0 stars **Reviewed by:** Alan V. | QA Automation Mobile, Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Fin?** Fin by Intercom is very helpful and easy to use. **What do you dislike about Fin?** Fin by Intercom sometimes does not have the right answers. **What problems is Fin solving and how is that benefiting you?** Customer support and managment communications. ### 13. 8+ great years so far! **Rating:** 5.0/5.0 stars **Reviewed by:** Michael J. | Deployment Lead | Integrations, Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2025 **What do you like best about Fin?** Intercom has been such a solid platform for us to grow with. Handling everything from our basic inbound support requirements, as well as offering extensive in-platform tools for outbound support, marketing, and product updates for our customers. The ease of use, ease of administration, ease of multimodal support (phone, email, chat, etc) make it such a wonderful product to use. Advances in automation possibilities, and AI via Finn continue to make Intercom even better. Support has always been on hand to assist us with any questions. Integrations with other platforms allow for impressive flexibility to meet even the most complex business requirements. **What do you dislike about Fin?** The mobile app can be a little slow when on the road **What problems is Fin solving and how is that benefiting you?** Intercom is our all in one solution for customer facing communication ### 14. Helps the support team to focus on what really matters **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2025 **What do you like best about Fin?** How quickly it learns when you write the correct guidance and instructions, also its ability to fetch all data based in our Help Center. **What do you dislike about Fin?** You have to spend a lot of time setting it up and testing a lot to get relevant responses **What problems is Fin solving and how is that benefiting you?** Answering general questions asked by our users. It helps the support team to focus on tickets that really matters. ### 15. Very user friendly **Rating:** 4.0/5.0 stars **Reviewed by:** John Rayniel D. | Technical Support Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Fin?** Mostly with the FIN AI agent, assisting clients became more seamless. As for the downside, there are a lot of features that needs to be added to the system. **What do you dislike about Fin?** Some basic features are not yet available, example is Undo/unsend feature for sending emails **What problems is Fin solving and how is that benefiting you?** Intercom has access to direct reports and a collated ID numbering system for conversations. ### 16. Organized Agentic Workflows That Just Work **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** February 20, 2026 **What do you like best about Fin?** Its workflows and organized Agentic behaviour **What do you dislike about Fin?** Unable to crawl through sub-links in the knowledge base **What problems is Fin solving and how is that benefiting you?** Its able to review the screenshots and provide answers based on that ### 17. Support Machine **Rating:** 4.5/5.0 stars **Reviewed by:** Mel M. | Product Enablement Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2025 **What do you like best about Fin?** Intercom is pretty much the only software needed by our Support department. The system basically has a built-in workflow so that your Help Center documentation works with your Coversation and live support team. This then integrates with the Dev team's software, making it a one-stop shop for all resources and parties involved. We are getting close to taking advantage of all the new AI features, but know that that won't be such a huge challenge because it feeds off the content that we already have in the system. We know that the AI features are a great tool because as a customer of Intercom, I can see how their support has already improved. The fact that you can customize and build automation as needed is incredible and has helped keep our customers happy. Retention rates I'm sure have improved because of the automated responses and workflow in Intercom. It's a monster system that pretty much offers everything you need and more. **What do you dislike about Fin?** Intercom has made a ton of improvements recently on the UX, which makes it way more intuitive. It's much easier to find features, but I still can get a little lost. There is so much to the system, and that involves a learning curve. If you don't have any experience with Intercom, you can't just dive in right away. It takes a minute. **What problems is Fin solving and how is that benefiting you?** Intercom captures conversations in multiple ways. We understand information about the clients that are contacting us. The conversations help us group issues together and report them via the JIRA integration to our dev team. We can also get notification when internal fixes are made and ready to tell the clients. This is just one example of all the details that are captures in Intercom. ### 18. Flexible and Easy to Use—A Real Time-Saver **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2025 **What do you like best about Fin?** Flexibility and ease of use. Ability to connect out external datasets **What do you dislike about Fin?** Can be finicky and hard to get perfect and sometimes there can be unexpected behavior **What problems is Fin solving and how is that benefiting you?** Helping us to reduce our headcount and take care of easy tickets ### 19. Great for Simple Requests, Needs Better Ukrainian Language Support **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2025 **What do you like best about Fin?** FIN can help to close simple request from customers **What do you dislike about Fin?** It's hard to make FIN answer correctly in ukrainian. It might not understand the question correctly based on reverse word order in question sentence **What problems is Fin solving and how is that benefiting you?** FIN answers basic question from customers or asks questions to determine the issue, while me as support manager am not able to enter the chat et ### 20. Fin AI **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2025 **What do you like best about Fin?** Fin AI has saved us a lot of time by its ability to respond to customer support messages. It is very easy to set up and has significantly reduced our workload. **What do you dislike about Fin?** Fin does have the ability to respond with incorrect information sometimes - which can lead to longer conversations with customers, having to advise them to ignore the incorrect information. This can be sorted by providing Fin with more information and/or topics to pass on to the support team **What problems is Fin solving and how is that benefiting you?** Reducing amount of customer support inquiries and obtaining more initial information from the customer - saving us time ### 21. Efficient Patient Communication, Needs Translation Tweaks **Rating:** 4.5/5.0 stars **Reviewed by:** Josefin A. **Reviewed Date:** September 22, 2025 **What do you like best about Fin?** I find Fin by Intercom incredibly beneficial for handling standard queries, saving us the effort of responding to routine questions. It's versatile with multiple scenarios and questions, which is a significant advantage for our communication processes. **What do you dislike about Fin?** I dislike the mixing of translations. **What problems is Fin solving and how is that benefiting you?** I find the product beneficial for handling common questions, reducing the need for manual responses and improving our support efficiency. ### 22. Excellent, innovate software **Rating:** 5.0/5.0 stars **Reviewed by:** Ross P. | Teacher Department Head (Holsworthy High School), Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2025 **What do you like best about Fin?** We use Intercom as our primary support modality which sees in excess of 500 conversations take place per day. Intercom is constantly evolving to better meet our needs and has scaled with us from 3 employees to 12. The ability to add extra features that allow us to manage workload at scale has been vital to the growth and success of our operations. The simpler, cheaper plans are great for small teams, while the more advanced plans have been critical as our team has grown. With Intercom, we have been able to manage the enormous scaling of our operation without overwhelming our support staff. The AI features recently introduced have been tremendously successful for us. Despite our enquiries often being complex, we were instantly able to achieve a 50% resolution rate, which has since grown to nearly 80%. Without this, we would have required an additional nine staff members, whose training would have resulted in poorer outcomes for our customers and enormous strain on our existing support team. Several rollouts of improved AI features have had a substantial and positive impact on our operations. When we have required support (which is infrequent) they have been quick to provide solid advice. **What do you dislike about Fin?** All of the features are great, really well thought out and easy to use. However, some of them are not utilised due to cost. The pay-per-send items, such as emails and other targeted initiatives, can become quite expensive given the number of clients exposed to the messaging. This has led us to rely on less efficient methods for sending mass emails. I would love to see packages that better accommodate our needs in this area. **What problems is Fin solving and how is that benefiting you?** Customers love interacting through the platform, which has greatly improved engagement and satisfaction. The AI features have been instrumental in preventing our support desk from becoming inundated, allowing us to handle queries efficiently without overburdening our team. The reporting tools provide clear visibility into the current workload and capacity of the team, making it easy to monitor performance and plan effectively. Additionally, tracking customer satisfaction and other key metrics is straightforward, enabling us to maintain high service standards. **Official Response from Kateryna Kharytonova:** > Thank you for sharing your positive experience with Intercom! We're glad to hear that the AI features and reporting tools have been beneficial for your team. We understand your concerns about the cost of certain features and will take this into consideration as we continue to enhance our offerings. ### 23. Fin Effectively Filters Guest Issues **Rating:** 5.0/5.0 stars **Reviewed by:** Maria M. | Customer care, Small-Business (50 or fewer emp.) **Reviewed Date:** October 26, 2025 **What do you like best about Fin?** Fin filters the guest issue, update the booking details in advance **What do you dislike about Fin?** Fin tend to close a ongoing conversation. **What problems is Fin solving and how is that benefiting you?** Fin by Intercom solves customer support inefficiencies by automating complex queries, reducing wait times, and improving resolution accuracy—benefiting businesses with faster service and reduced operational costs. ### 24. Helpful tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Amanda M. | Quality control supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** July 22, 2025 **What do you like best about Fin?** Great AI agent, always helpful and on top of things to help your performance reach the next level; easy to customize and knows your routine, so it provides good feedback to improve automation. **What do you dislike about Fin?** Absolutely anything, super helpful to get work done. **What problems is Fin solving and how is that benefiting you?** Helpgin me type less my most frecquent outreach messages, easing my workload. ### 25. Satisfied with FIN support **Rating:** 4.5/5.0 stars **Reviewed by:** Mark M. | Support team leader, Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2025 **What do you like best about Fin?** my team save lot of time replying to the vendors with easy topics **What do you dislike about Fin?** it's not 100 accurate in a few cases, so we need to train it frequntly but the response to the customers are already sent **What problems is Fin solving and how is that benefiting you?** time is gold, and it help us in saving time so we can focus on other tasks that require more attention ### 26. Fin is Powerful **Rating:** 5.0/5.0 stars **Reviewed by:** Luis C. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2025 **What do you like best about Fin?** Guidance is a big thing, I like we can twitch how he replies, when to handover and what information he need more context about. **What do you dislike about Fin?** There's nothing that we dislike yet, but I'd say the Help center connected to fin, we would like to have the option to connect a help center through a workflow or a brand through a workflow. **What problems is Fin solving and how is that benefiting you?** He's replying at the moment to simple questions that no human intervention is needed ### 27. Why I would recommend Fin AI **Rating:** 4.5/5.0 stars **Reviewed by:** Philip M. | Co-founder and CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Fin?** Fin is easy to integrate/implement and work with. **What do you dislike about Fin?** A little expensive as compared to other customer support AIs **What problems is Fin solving and how is that benefiting you?** Fin is helping us reply to our customers very fast and give them the most accurate responses possible. It is also helping us save time and reduce manual processes. ### 28. The perfect solution for grow up companies **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 17, 2025 **What do you like best about Fin?** The best with intercom is how all tools complement each other. The support can easily include help center articles which are also reused by the AI chatbot which can help the support... Support knows what outbound communication customer have receive and cave the full context at hand. I've been using Intercom for almost 10 years now and it's been able to truly evolve while staying simple enough to use and integrate with other solutions. ANd while it's easy to use, you can push it really far building more complex treatment of your customer base. I personnaly really like the options I have to build a perfect onboarding to my product in the same system that handle the support. Couldn't ask for more. **What do you dislike about Fin?** I think the only downside is that Intercom is always pursuing innovation and some smaller features that would really help might be missing. And not only Intercom's issue, but AI chatbot are not that efficient for custom tailored/on order products. **What problems is Fin solving and how is that benefiting you?** We can keep lower level issues as conversation in chat and at the same time create tickets that will spark alerts to our development and production. The same way the visibility of the marketing and onboarding messages by the support also help removing redundant or useless communication. We also need to differentiate our communication to different customer type as they don't order the same products and don't expect the same thing, and intercom make this dead simple. ### 29. Support tool for IT admins to customize the platform, hoping for more features, better ticketing. **Rating:** 5.0/5.0 stars **Reviewed by:** Dejan M. | Team Lead Technician, Small-Business (50 or fewer emp.) **Reviewed Date:** December 30, 2024 **What do you like best about Fin?** Intercom is ultimately the best support tool I have worked with (previously used Zendesk and Salesforce). It’s hard to give specific examples, but it’s the platform as a whole that makes it so easy to navigate through the entire help center and help desk. You can easily gain insight into your colleagues and their workload, and it offers a vast number of native features that customer service representatives would typically request. As an administrator, I’m a huge fan. We came from Salesforce, where every desired system change felt like a major operation requiring coding skills. Their entire focus on AI is also perfectly aligned with the direction we want to take with our help center. **What do you dislike about Fin?** I think Intercom has focused a bit too much on AI and other advanced features, which has caused them to overlook what I consider to be basic functionality. For example, you can send emails, but you can’t BCC. You can’t export a ticket in the same way as Zendesk, where you get all the data (images, internal notes) — instead, you only get plain text in a .txt file. You can’t create sub-bullet points. They don’t have internal checklists (I miss checklists like the ones in Trello). From my perspective, these are small features, but they are things you expect as a customer, especially when the system can already do 50% of these tasks. There are checklists, but only customer-facing ones. You can send emails but not BCC, and so on. Additionally, the ticketing system and merge function still need some work. It’s clear that Intercom was originally a chat tool that later expanded into email and ticketing, but they haven’t quite caught up. For example, our customers don’t receive a ticket number unless we enable the "send ticket status emails" option. It’s essential for customers to know their ticket number, but not necessarily to receive updates about every stage of the ticket. This forces us to send status emails just to ensure our customers have their ticket number. You also can’t change the subject line, which is a major inconvenience. This applies even when I contact Intercom support — all my inquiries are titled "speak to support," making it hard to navigate the ticket portal and the messenger bubble, especially if you have multiple ongoing conversations. Overall, these are features I miss and believe should be part of a system that already does so much. **What problems is Fin solving and how is that benefiting you?** Already described ### 30. Cup of cool water in the desert! **Rating:** 4.5/5.0 stars **Reviewed by:** Kerry W. | Founder & CEO, Grunt Software, LTD., Small-Business (50 or fewer emp.) **Reviewed Date:** August 18, 2025 **What do you like best about Fin?** The fundamental drive of helping customers is embedded in the platform **What do you dislike about Fin?** It can be complicated and it requires a Ievel of homework. **What problems is Fin solving and how is that benefiting you?** 24/7 support for our users over 20 lanuages where the subject is quite complicated. ### 31. Saves hours of customer support reps time **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** October 06, 2025 **What do you like best about Fin?** It is capable of addressing most of our product-related questions, which allows our team to focus on handling more important queries. It also helps us figure out what we don't have enough internal documentation on via the suggestions. Using it a lot for workflows **What do you dislike about Fin?** Sometimes can miss the context and be very literal; when there needs to be a change in our process, it's hard to keep track of all the documentation that needs to be updated **What problems is Fin solving and how is that benefiting you?** This tool has been instrumental in helping us streamline our inboxes, improve the management of customer communications, and efficiently handle a high volume of queries, even though our team is small. We are relying on it to handle a large number of queries that would otherwise eat a lot of the team's time ### 32. Helpful App **Rating:** 5.0/5.0 stars **Reviewed by:** Lola T. | Team lead/ Customer support, Food & Beverages, Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2025 **What do you like best about Fin?** Intercom is really easy to use ,I use it every day to stay connected with our customers, and it has all the features I need. I really like the feature where we can snooze the ticket if we don't want to close it, also like the feature where we can crete a back office ticket. Their support team has been super helpful too. **What do you dislike about Fin?** Honestly, there’s nothing I dislike about Intercom it works great for me. **What problems is Fin solving and how is that benefiting you?** It helps me keep all customer conversations in one place, making it easy to stay organized and respond quickly. I no longer have to juggle multiple tools or worry about missing messages. It’s been a huge time saver and allows me to provide better, faster support, which keeps my customers happy and coming back. I appreciate this app ### 33. Customer Success Agent working remotely from Sweden, supporting 5000 members solo. **Rating:** 5.0/5.0 stars **Reviewed by:** Niklas E. | Customer Success Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** December 27, 2024 **What do you like best about Fin?** I love how Intercom allows me to answer many questions fast using macros and other tools. I can work through 50 questions or even more within an hour! We are using a comprehensive Admin system for our service and I can easily tab between the Admin system and Intercom to pull data from one source to the next. **What do you dislike about Fin?** I don't dislike anything really. But I would like to have shortcuts to my Macros because I use them so much. Especially some particular ones like: Kind regards, Niklas If I could just set up a shortcut in Manage macros when I create my custom Macro I would be able to press CTRL + any key to access this particular Macro. **What problems is Fin solving and how is that benefiting you?** Intercom helps me solve our customer's problems fast en efficiently. When our customers have a problem then mainly write to us in a live chat or email. All messages come to us via Intercom and we answer there. ### 34. Exceptional Customer Service Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Shardul S. | Full Stack Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2025 **What do you like best about Fin?** The most helpful aspects about Intercom include macros, variables, searching (of old conversations), Intercom mobile app, notifications, and ability to see recent page views on your website of customers. **What do you dislike about Fin?** There is not much to dislike about Intercom. If I had to nitpick, it would be the UI can use slight improvements, which is very subjective in the first place. **What problems is Fin solving and how is that benefiting you?** 1. Macros are exceptional, because they make customer support - including technical support - blazingly fast with the ability to save commonly used/frequently asked questions as macros. 2. The mobile application and notifications make Intercom excellent for always being able to know when a customer requires assistance. ### 35. Account Locked **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Fin?** customer support is fast. Their AI Fin is helpful. I got locked out today and went to their homepage to contact them and asked for help. Fin the AI was helpful and was able to connect me with Tosha and helped me unlocked my account. **What do you dislike about Fin?** I have no negative feedback so far. the tool is great in managing my work. **What problems is Fin solving and how is that benefiting you?** I dont see a problem with Fin. the AI system is actually a great help instead of calling and waiting in the que. ### 36. Fin/AI **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 07, 2025 **What do you like best about Fin?** I appreciate how easy it is to implement Fin, even as a non-technical user. I also value the ability to rate its performance and receive ongoing suggestions for improvement. **What do you dislike about Fin?** It can struggle to distinguish between two help centers/groups - which confuses customers. **What problems is Fin solving and how is that benefiting you?** Fin helps reduce spam and fake customer conversations, allowing our agents to handle a higher percentage of meaningful, person-required interactions. Additionally it helps answer some tier 1 or basic questions - for our customers. ### 37. Helped us decrease the support workload a lot **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Fin?** The fact that most questions can be answered automatically, that it replies almost instantly and that the way it is designed allows to improve it. It's also quite easy to set up and we've been using it every day. It works very well with our regular support workflow **What do you dislike about Fin?** Sometimes I don't understand why the AI bot answer is the way it is **What problems is Fin solving and how is that benefiting you?** It solves the problem of support team workload (we don't have to hire additional people to handle the workload) ### 38. Reliable AI support that saves us time **Rating:** 4.5/5.0 stars **Reviewed by:** Abed T. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 11, 2025 **What do you like best about Fin?** Fin helps us to automate a large portion of support tickets with accurate, instant responses. It’s easy to set up, integrates smoothly with Intercom, and saves our team a lot of time. **What do you dislike about Fin?** It occasionally struggles with nuanced or unclear questions. We’d also like better analytics to understand where it needs improvement. **What problems is Fin solving and how is that benefiting you?** Fin is helping us reduce response times by automatically handling repetitive customer inquiries. It allows our support team to focus on complex cases while still maintaining fast, high-quality service 24/7. This has improved customer satisfaction and reduced workload. ### 39. Great product and a team that acts on customer feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Jamie S. | Customer Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2024 **What do you like best about Fin?** The product itself is intuitive and robust and the investment the company has put into its AI offering has really paid off. We've seen a massive improvement in the AI chatbot's answers which are now deflecting around 50% of our conversations and allowing our team to work on more complex issues. The tool integrates with a ton of other products and serves most of the needs we have at the moment. The Customer Support team, as well as our Relationship Manager, are excellent and always super helpful. **What do you dislike about Fin?** It's not great for small companies that have multiple products. We are a small support team that wants to be able to support two different customer bases using two different products on different domains in the same workspace, but we currently have to manage two workspaces for the same team. It's also pricey compared to other help desk software, especially since each add on tends be an additional cost. The pricing model is also not great for our business model as far as using the tool for multiple departments (Support, Marketing, and Sales)—if we used it for all three, we would blow out our budget in one of those departments since we have to choose either active users or people reached to be billed for. Because of that, we had to reduce the amount of outbound contacts we were making with Intercom and focus on using it solely as a Support tool. **What problems is Fin solving and how is that benefiting you?** Intercom's investment in improving automation—both to handle customer conversations and to make support processes less manual—is solving operational inefficiencies and making it so that we can help more customers as our company grows without having to hire more people to the Support team. ### 40. Intuitive, always evolving, and speedy support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2025 **What do you like best about Fin?** Intercom’s platform is a game-changer for managing customer and internal knowledge. Its intuitive interface makes creating and updating help articles a breeze, even for non-techies like me—navigation feels natural, and edits are quick. What I love most is how it’s always evolving; they roll out fresh features like AI enhancements that keep it ahead of the curve. The speedy support is another highlight—whenever I’ve hit a snag, their team responds fast with clear, actionable help. Organizing content into folders is seamless, turning chaos into a tidy knowledge hub. It’s not perfect—occasional glitches pop up—but they’re minor compared to the value it delivers. For a tool that blends usability with constant improvement, Intercom’s tough to beat. It’s become my go-to for keeping our team and customers in sync effortlessly. **What do you dislike about Fin?** While Intercom’s packed with features, it sometimes feels like overkill for my simpler needs, with bells and whistles I rarely touch—like advanced analytics clogging the interface. The robust toolset, though impressive, can overwhelm when I just want basic article management without sifting through extras like chatbot configs. It’s a bit like getting a Swiss Army knife when all I need is a sharp blade—powerful, but more than my day-to-day calls for. **What problems is Fin solving and how is that benefiting you?** Intercom tackles the chaos of scattered internal knowledge by centralizing it into an easy-to-navigate hub, saving me hours of digging for answers. It streamlines customer support with quick-access help articles and AI tools, cutting down on repetitive questions from my team and clients. The intuitive setup and speedy updates mean I can keep everything current and relevant, boosting my productivity and team alignment effortlessly. ### 41. A useful resource that helps me complete my daily work responsibilities. **Rating:** 5.0/5.0 stars **Reviewed by:** Stefano C. | Customer support agent, Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2024 **What do you like best about Fin?** For me, the most beneficial feature is the easy way that I can create emails and chats to the different areas and people that I am constantly responsible for assisting. I work 5 days a week and have different interactions with customers every day, but this tool just makes it easier for me to provide good customer support, make it clear, and also for them to understand our way of communicating via emails or chats. **What do you dislike about Fin?** Perhaps one of the things that could be a problem for me is just the double chats and emails that I'm getting all the time, but at this point, I know how to deal with them and integrate them into the new ones with the clients and how professional I have to be, apply the knowledge that I have and provide the best for those situations. **What problems is Fin solving and how is that benefiting you?** It is an easy way to communicate and resolve any questions or doubts that we constantly get from our customers. It helps me to let them know all the details about it, for anything they need, or also to send documentation most easily. ### 42. Industry leader in chat support **Rating:** 4.5/5.0 stars **Reviewed by:** Emil K. | Director of Support, Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2024 **What do you like best about Fin?** We are a business inteligence company and have been using Intercom for 7 years for B2B. And we love it! Especially in the last few years, Intercom has proven over and over again that they are a leader in taking advantage of tech innovations and using it to launch new features. The turnaround time is fast which allows them to be ahead of their competition. What I like about the tool the most: 1. Good UX that's easy to use by our reps 2. Lots of important features that every CS team needs like workflows, views, AI copilot, reports, API for building more custom reports, managers having a clear overview of all queues and rep statuses 3. AI Chatbot (Fin) which, after it's well set up, adds real value to the day to day work and saves a ton of time that reps can then invest in other more impactful areas. 4. Lots of options to customize the messenger popup, AI bot handoff steps, etc.. **What do you dislike about Fin?** When pushing custom properties into Intercom (like company or contact data), things can get messy really fast. When editing workflows, chat campaigns, or rules, there's no indicator if the selected property is a company or contact property, or any other type of property. This makes it very time consuming to set up and maintain automations and workflows. It also makes it harder to handoff admin responsibilities to another rep at the company. Whenever I asked for practical insight into how to set up workflows or the AI bot, the only resources I got access to were case studies or blog posts which don't talk about any specific ways how to set up e.g. the handoff sequence of Finbot. I'd love to learn more about how other companies solve some of the challenges we have, or have Intercom walk me through the setup. I eventually figured everything out but it'd help to have more guidance during the first steps of adoption. **What problems is Fin solving and how is that benefiting you?** Offering live assistance to our to help them adopt the product faster (it helps us fill the gaps in areas where PLG isn't working yet) **Official Response from Kateryna Kharytonova:** > Hi Emil, Kateryna here from the Customer Advocacy Team—thank you so much for the thoughtful feedback! I’m thrilled to hear how much value Intercom has brought to your team over the years, especially with features like Fin. I’m sorry to hear you’ve had challenges finding practical resources during setup. I reached out to our Academy team, and they recommended the following resources: 1. Intercom Academy: A great resource for courses on setting up Intercom, including Fin and Workflows. You might also find the AI-first Customer Support collection particularly helpful for diving deeper into AI-driven support strategies: - Getting started with Fin 2: https://academy.intercom.com/get-started-with-fin - Getting started with Knowledge Hub: https://academy.intercom.com/get-started-with-knowledge-hub - Workflows (intro): https://academy.intercom.com/workflows-101-1 - Workflows (advanced): https://academy.intercom.com/workflows-advanced 2. Help Center: You can find detailed articles, including templates and guides for setting up Workflows and automations: https://www.intercom.com/help/en/collections/9041301-ai-automation 3. YouTube: - Academy: https://www.youtube.com/playlist?list=PLlCIldMZCaFrq3CaBBhmEVeK0FOraa-dG - Fin AI Agent: https://www.youtube.com/playlist?list=PLlCIldMZCaFquNrEJ-8xXMJL4XObdKLhj We’re always working to improve our content. I hope these help, but please don’t hesitate to reach out to me at kateryna.kharytonova@intercom.io if you need further assistance. ### 43. clean, easy to use but not always so assertive **Rating:** 4.0/5.0 stars **Reviewed by:** Gelson K. | Customer Support Egineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2025 **What do you like best about Fin?** i use a lot the reformulate and the more friendly tone **What do you dislike about Fin?** I wouldn't say that I don't like it, but rather that I don't use it, which would be its other functions that don't seem to be so simple. **What problems is Fin solving and how is that benefiting you?** It helps me by saving me time in customer service, and makes me think less about when I need to change the tone of my sentence without losing its meaning. ### 44. Improved customer experience at the right price **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2025 **What do you like best about Fin?** Fin serves as multiple agents, answering 60% of our customer inquiries successfully, 24/7. **What do you dislike about Fin?** Albeit rarely, it does hallucinate occasionally **What problems is Fin solving and how is that benefiting you?** Fin allows us to handle customer inquiries 24/7 and saves our human agents the time they need to focus on customer needs. ### 45. Intercom is a great tool! **Rating:** 4.0/5.0 stars **Reviewed by:** Brenna S. | Senior Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2025 **What do you like best about Fin?** I think Intercom is very user friendly and has a lot of great tools as far as AI. You can really train the AI to answer a lot of in depth questions. Intercom Support is also very friendly and helpful. **What do you dislike about Fin?** I wish there was a way to create multiple folders within your inbox. I preferred their legacy reports over their update reports. I wish there was a way to auto close out email responses like out of office. **What problems is Fin solving and how is that benefiting you?** Intercom takes a significant amount of chats that would otherwise go to the Support team. We would likely have to triple the size of our team if we didn't have the AI bot. ### 46. Comprehensive, User & Agent Friendly, Excellent Support **Rating:** 5.0/5.0 stars **Reviewed by:** Setphanie A. | Outpatient Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 02, 2025 **What do you like best about Fin?** Intercom is a comprehensive solution for customer support for our clients, employees, and contractors. We have only been using this solution briefly; however, Intercom allowed us to consolidate online chat, SMS, phone, and email support in one place. Transistioning to a new system is always cumberson but the integration team is knowledgeable and has made this process less painful. **What do you dislike about Fin?** I would suggest a more detailed outline of the transition and setup process. **What problems is Fin solving and how is that benefiting you?** We currently use separate systems to handle chat, email, SMS , and phone. These systems do not speak to one another. Intercom has AI, additional macros, help center, and knowledge base that has been so easy to set up. ### 47. GAME-CHANGING **Rating:** 5.0/5.0 stars **Reviewed by:** Megan W. | Director of Clinician Support, Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2024 **What do you like best about Fin?** The chat modality has been a game changer for our business, allowing us to provide near-instant support where previously we had been spread across multiple channels. We have been able to integrate several channels/apps that we use, which additionally helps with triaging feedback and customer concerns. The team orients to it quickly, and are able to move within it without too much confusion. We use it all day, every day, and it has been a game changer for our org. **What do you dislike about Fin?** There are some data limitations that affect us; it would be great if they could make that side of things more robust. **What problems is Fin solving and how is that benefiting you?** It used to take a solid amount of time to respond to issues that our users were having, because the team was spread so thin across so many platforms, and it was impossible to actually engage with each of those platforms completely. With Intercom, our turnaround time for providing support is MINUTES. It benefits both our team, and our customers, so we can continue to grow and provide the exceptional level of support we have been. ### 48. Connected, organized and customizable **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2025 **What do you like best about Fin?** I think the most helpful features of Intercom are its customizability - you can add personalized fast replies easily, labels, etc. It's very easy to use but it takes some time to learn all the features and how to get the best benefit. I like how you can organize inboxes which creates focus. I've been using Intercom as a customer support person daily as the main support tool. I've used Intercom chat and email support, Help Center and outgoing mails and what is great how everything connects together. You can easily send out Help Center articles in a chat or you see the HC pages the user has visited before they've entered the chat. **What do you dislike about Fin?** There are so many things in Intercom that it takes time to learn everything. But once you do, it's really good! **What problems is Fin solving and how is that benefiting you?** We use Intercom to help our users to report bugs, ask question, inform about new features, send surveys, etc. ### 49. Intercom is great but there's a paywall for a lot of stuff **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 18, 2025 **What do you like best about Fin?** We have used Intercom for the last six years and one thing I have noticed is that it rarely has issues. It's reliable and hasn't give us any major trouble in the last six years. When I joined the company, our Intercom was already setup so I could say how easy it is to implement and integrate. It is definitely easy to use though, everything you need to respond to customers and monitor your team's performance are readily available. We use it on a daily basis and all our support interactions (email, chat, fb) goes through Intercom. I loved how support was a few years back but now that they have implemented AI, it's kinda hard to get a live person. **What do you dislike about Fin?** While it's super stable and they usually add more stuff and entice you with it, there is always a paywall. You can get the good stuff only if you pay more. Still the basic version is good enough. **What problems is Fin solving and how is that benefiting you?** It help us easily manage our customer support interactions. Coaching is also done easy with the mentions and tagging systems they have in place. ### 50. I am having a blast **Rating:** 5.0/5.0 stars **Reviewed by:** Abdelrahman M. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** January 18, 2025 **What do you like best about Fin?** 1- Their very generous startup tier. 2- Awesome support 3- The outbound tools are just amazing 4- Integrations with everywhere 5- Adding it to my backend was a pleasure, plug and play pretty much. 6- The team and I can't live without it anymore and use it primarely. **What do you dislike about Fin?** I wish there was an easier way for teams to collaborate on one ticket. We chat with each other via comments and it isn't as pleasent. For mobile view, I wasn't able to modify where the hovering badge was placed, and it covered a bottom nav bar we had. **What problems is Fin solving and how is that benefiting you?** We as a team of 3 are able to handle tons of chats, deliver user communication proactively and sometimes get help from Fin2 (a bit expensive but can help when the team is away) ## 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=9&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-05-17+18%3A06%3A02+-0500&secure%5Bsession_id%5D=17d8f7cf-8100-439b-bfc1-ecb478577658&secure%5Btoken%5D=e60b737f1298bac35396dd78edfc0f1f4975c575e27a4e82620a4fe64c9f0868&format=llm_user) ## Fin Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Amplitude Analytics](https://www.g2.com/products/amplitude-analytics/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) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [Crisp](https://www.g2.com/products/crisp/reviews) - [Evergent Technologies](https://www.g2.com/products/evergent-technologies/reviews) - [EVO~ERP](https://www.g2.com/products/evo-erp/reviews) - [Fin](https://www.g2.com/products/fin/reviews) - [Fullstory](https://www.g2.com/products/fullstory/reviews) - [Glide](https://www.g2.com/products/glide-2023-07-10/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 Commerce Hub](https://www.g2.com/products/hubspot-commerce-hub/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) - [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 (1,841 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,500 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,662 reviews)