Fin by Intercom has been an absolute game changer for our SaaS

Fin by Intercom’s usability could use some overall improvement. Fin by Intercom right now seems to be in a conflicting state with workflows, making it very difficult to create scenarios where Fin by Intercom should respond, what should happen when Fin by Intercom hands over to the team, and getting certain scenarios to pass back to Fin by Intercom. The whole process feels like you are creating hacky “workarounds” that require lots of testing and troubleshooting to make sure you are not mis-categorizing something. Setting up Fin by Intercom as well is a pretty involved process, with so many areas to cover like Knowledge, Guidance, and Data connectors, with many different routes and avenues to approach each one of those mentioned things.

Fin by Intercom is very well suited to answer any front-line customer questions via multiple channels such as chat, email, phone and text. Fin by Intercom is however less appropriate for answering to higher-level connections or communication, such as business partners, exclusive customers, and cases where human interaction is expected.