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Fin by Intercom

Fin by Intercom

Overview

What is Fin by Intercom?

Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.

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Learn from top reviewers

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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Fin with your current helpdesk

$0.99

Cloud
one-time fee per 1 resolution

Copilot add-on

$35

Cloud
per month per user

The Early Stage program

$65

Cloud
per month (6 support seats)

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://fin.ai/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

Fin demo

product-education.wistia.com
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Product Details

What is Fin by Intercom?

Fin is an AI Agent for customer service. It instantly answers queries, takes action, and can resolve the majority of support volume and seamlessly hands off to the customer support team when needed.

Fin comes with comprehensive capabilities, enabling teams to analyze, train, test, and deploy in a single no-code workspace designed to help fine-tune quality and drive continuous performance improvements.

  • Analyze: Actionable insights and AI-powered suggestions to optimize performance.
  • Train: Tools to configure Fin’s knowledge, behavior, tone, and actions.
  • Test: A full testing suite to evaluate and refine Fin’s answer quality before going live.
  • Deploy: A complete set of channels and audience targeting to launch Fin wherever customers are served

Fin is powered by the patented Fin AI Engine™, an AI architecture specifically engineered for customer service. According to Intercom, every layer is optimized for precision, speed, and reliability – so Fin can resolve more conversations.

Fin works with any helpdesk – including Zendesk, Salesforce, and HubSpot. It can also pair it with Intercom’s Helpdesk to get the full Intercom Customer Service Suite. The Intercom Suite delivers customer service at scale – bringing AI and human support into one connected Intercom system:

  • Fin AI Agent handles most customer queries. Resolving complex queries and handing off to customer support when needed.
  • Human agents focus on priority issues. Using AI-powered tools to investigate and resolve them more efficiently.
  • The system improves with every resolution. Fin gets better by learning from support's best answers, and human agents get better by using Copilot—resulting in better service for customers.

Fin by Intercom Screenshots

Screenshot of Fin, delivering conversational support experience to customers.Screenshot of where to monitor, analyze, and optimize Fin by spotting trends, filling content gaps, and fixing quality issues topic by topic.Screenshot of where to customize Fin's tone of voice, teach it support knowledge and policies, and configure how it handles complex tasks in over 45 languages.Screenshot of where to test answers, review the sources and settings that shape them, and get tailored recommendations to optimize performance.Screenshot of Fin, as it appears across email and live chat to phone, SMS, and social. Fin can answer any question, across any channel, any time.

Fin by Intercom Video

Fin by Intercom Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesArabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish, Ukrainian, Vietnamese, and Англи хэл (Mongolian).

Frequently Asked Questions

Fin is Intercom’s AI Agent for customer service, designed to deliver high-quality answers, even for complex queries. It works with any helpdesk, or it can be paired with Intercom’s next-generation Helpdesk to get the full Intercom Customer Service Suite.

Zendesk Suite, Freshdesk, and HubSpot Service Hub are common alternatives for Fin by Intercom.

Reviewers rate Usability highest, with a score of 8.7.

The most common users of Fin by Intercom are from Small Businesses (1-50 employees).
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Comparisons

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Reviews From Top Reviewers

(1-5 of 348)

Using Intercom for SAAS Support Teams

Rating: 9 out of 10
April 15, 2025
LS
Vetted Review
Verified User
Fin by Intercom
5 years of experience
  • Detailed reports for chat, other support tools focus too much on tickets, it doesn't work for us
  • Snoozed, being able to postpone some conversations without necessarily having to turn them into a ticket, Intercom's focus on chat (real-time service) is the biggest reason we don't want to change tools
  • The range of apps helps a lot, today there are 2 apps that particularly help us a lot, which are the video recording app and the one with wootric.
  • Relatórios detalhados para chat, outras ferramentas de suporte focam muito em ticket, para nós não funciona
  • Snoozed, poder adiar algumas conversas sem precisar necessariamente transformar em ticket, o foco em chat (atendimento em tempo real) do Intercom é o maior motivo de não querermos trocar de ferramenta
  • A amplitude de apps ajudam muito, hoje tem 2 apps que particularmente nos ajudam muito que é o de gravação de vídeos e o com o wootric
Cons
  • There was a report of active chats per hour that helped us a lot to organize the team schedule, understand hours of greatest flow, nowadays there is only this report for new chats, but if we have chats that started at other times but were not closed, it ends up giving a false impression that the service was empty at a certain time.
  • Not being able to group users by platform, only by API, we have a small team and having to send a developer to do this all the time is unthinkable.
  • Unable to determine what is a lead and a user based on our criteria, today Intercom assumes that just because a user exists on our platform then they are a customer, but this is not true for us, as our platform allows free trials, so this function of separating leads and users is completely useless for us.
  • When we create a user manually, I either have to provide an email or manually provide an ID, since nowadays you have integration with WhatsApp, so I often register a user with just a name and phone number. So the tool should allow me to consider the phone number as an ID as well, or at least generate an ID automatically for me, as it does when we receive a conversation via WhatsApp started by a customer who was not previously registered in the tool.
  • The attendant can record audio directly through the Intercom, it has been integrated with WhatsApp for some time, and until today we need to use other platforms to record a simple audio that is so common when using WhatsApp.
  • Sometimes the attendant is busy and the customer sends an audio message on WhatsApp. It would be nice to be able to transcribe the customer's audio message as an internal note to help the attendant be more agile.
  • The AI ​​marks many calls as resolved even though the agent has taken over the conversation, just because the customer hasn't clicked on anything, but that doesn't make sense, most customers don't bother to respond to the AI, sometimes they don't even remember to respond to us, I understand that if there are more than 2 messages sent by our agent after the AI's response, it should already be considered that the AI ​​didn't resolve the service.
  • In cases of users with many companies, it should be possible to send via API the information about which company the customer is logged into at the time of the conversation. Nowadays, we have to ask the customer which company they are talking to because all of them appear on the Intercom and we cannot know which one they want support from.
  • Being able to place hierarchy in tags, today we use tags to categorize conversations and there is a hierarchical level in this classification, for example: Usability > Fiscal > Rejection, but as there is no way to define hierarchy, we cannot do analysis by tags through the platform, we have to do the part in Excel
  • Being able to make calls to other countries like Brazil
  • Report of customers and users who call the most by period, today I can even get a list of customers who haven't called for a long time, but customers who call support a lot is also very relevant information and I don't have it on the platform.
  • Tinha um relatório de chats ativos por hora que nos ajudava muito a organizar escala de time, entender horas de maior fluxo, hoje em dia só tem esse relatório para novos chats, mas se temos chats que começaram em outros horários mas não foram encerrados, acaba dando uma falsa impressaão que o atendimento estava vazio em determinado momento
  • Não poder agrupar usuários pela plataforma, somente por API, temos uma equipe pequena e ter que toda hora passar um desenvolvedor pra fazer isso é impensável
  • Não poder determinar o que é lead e usuário mediante nossos critérios, hoje o Intercom assume que só porque um usuário existe na nossa plataforma então é um cliente, mas isso não é verdade pra nós, pois nossa plataforma permite testes gratuitos, sendo assim essa função de separação de lead e usuário pra gente é completamente inútil
  • Quando criamos um usuário manualmente ou tenho que informar e-mail ou informar manualmente um ID, sendo que hoje em dia vocês tem integração com o whatsapp então muitas vezes vou cadastrar um usuário só com nome e número de telefone, então a ferramenta deveria me permitir considerar o telefone como ID também ou no mínimo gerar um ID automaticamente pra mim como faz quando recebemos uma conversa pelo whatsapp começada por um cliente que não estava previamente cadastrado na ferramenta
  • O atendente poder gravar áudio diretamente pelo Intercom, já tem integração com o whatsapp a tempos, e até hoje precisamos usar outras plataformas pra gravar um simples áudio que é tão corriqueiro no uso do whatsapp
  • As vezes o atendente está ocupado e o cliente manda um áudio no whatsapp seria bacana poder transcrever o audio do cliente como uma nota interna pra ajudar o atendente a ter mais agilidade
  • A IA marca muitos chamados como resolvidos mesmo o atendente tendo assumido a conversa, só pelo cliente não ter clicado em nada, só que isso não faz sentido, a maior parte dos clientes não se preocupa em responder a IA, as vezes não lembra nem de responder a gente, entendo que se tiver mais de 2 mensagens enviadas pelo nosso agente após o atendimento da IA, já deveria contar que a mesma não resolveu o atendimento.
  • Em casos de usuários com muitas empresas, deveria ser possível enviarmos por API a informação de em qual empresa o cliente está logado na hora da conversa, hoje em dia temos que perguntar para o cliente de qual empresa ele está falando pois no Intercom aparecem todas e não conseguimos saber pra qual ele quer atendimento
  • Ter como colocar hierarquia nas tags, hoje usamos tegs para categorizar conversas e tem um nivel hierarquico nessa classificação, exemplo: Usabilidade > Fiscal > Rejeição, mas como não tem como definir hierarquia, não temos como fazer analises por tags pela plataforma, temos que fazer a parte no excel
  • Ter como fazer ligações por outros países como o Brasil
  • Relatório de clientes e usuários que mais chamam por período, hoje até consigo pegar uyma lista de clientes que não chamam a muito tempo, mas clientes que acionam demais o suporte também é uma informação muito relevante e não tenho pela plataforma

Good tool with room for improvement to easily become the best asset

Rating: 7 out of 10
May 19, 2025
  • managing chats it's easy
  • integrations
  • macros and faqs are awesome!
Cons
  • write a response and program it to be sent at a later time
  • make it clearer when we are live and when the robot is
  • preview what the customer is typing before he sends the message

Intercom bringing excellence to our web experience

Rating: 10 out of 10
March 12, 2025
SM
Vetted Review
Verified User
Fin by Intercom
2 years of experience
  • AI FIN chat bot searches our content and provides accurate answers instantly.
  • Workflows/automations are easy to build and powerfully deployed.
  • In-box is easy to navigate and resolve customer inquiries.
  • Reporting is easily accessible and provides valuable insights.
  • Customer service is top-notch. I get amazing service whenever and however I need it!
Cons
  • More flexibility/customization with FIN would be beneficial.
  • AI sometimes makes up answers - would like to see this improved.
  • It would be nice to have the option of test driving certain features - maybe a free trial.
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