Fin review
Updated January 27, 2026

Fin review

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Fin by Intercom

We're using Fin to answer some generic questions users have on 1 specific topic, so that it can handle at least a part of the inquiries that come our way about it and so users can receive an answer asap, rather than have to wait for an agent to message them back. We've configured it so it will only answer questions related to this specific topic, while referring users with different questions directly to the support team.

Pros

  • Checks through all content and provides the most accurate answer to the question.
  • Provides the source, so users can further read on the topic if they want to.
  • Can be configured based on our needs and preferences.

Cons

  • Fin AI should be using the custom answers first, before checking any other content.
  • Fin AI should learn from the testing based on the Notes/ Feedback provider by the reviewer.
  • Fin AI is sometimes not answering questions even though the answer is in a snippet.
It's a very good platform for providing support - both with or without Fin AI. It's easy to manage customer inquiries, keep track of recurring issues by using tags. Workflows provide a vast range of possible automations that can make work easier for the agents - e.g. we have an automation to close conversations if we've gotten no reply from the user in the last 3 days.
We've currently not integrated Fin with anything else.
We're using another AI agent too. Fin AI is a little behind, as it needs to start learning from either testing or real conversations, so it can better advise users with accurate information - whereas the other AI agent is learning very fast and needs little to no adjustment of the content to provide up-to-date information.

Do you think Fin by Intercom delivers good value for the price?

Yes

Are you happy with Fin by Intercom's feature set?

Yes

Did Fin by Intercom live up to sales and marketing promises?

Yes

Did implementation of Fin by Intercom go as expected?

Yes

Would you buy Fin by Intercom again?

Yes

Fin is well suited to answer questions that can also be answered by checking the Help Page - e.g. generic questions. Might also be good for suggesting troubleshooting steps, etc. However, it is definitely not ideal for when a case needs to be escalated - it's best a human checks and determines whether the issue needs to be further escalated or not.

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