Fin Reviews 

Bait and Switch. The tech seems really slick in demos and early conversations, but, the more you get into it, the less it really does. There is ZERO support to set up. We had to use an outside vendor who really didn't know what they were doing and also seemed to get no support. What we thought we were agreeing to (yes, yes, read your SOW very closely) wasn't true in the end. We got saddled with an agreement that doesn't work for us and we're brutally overpaying. We actually went with Intercom because we thought (were also told many multiple times) that we wouldn't be locked into more seats than we could use. Move forward very carefully with this company.

When Intercom was first introduced to me, I initially thought it would be difficult because of the many technical aspects I needed to familiarize myself with. However, as a concierge, through daily usage of Intercom to assist contacts, I quickly realized it is much easier than expected. The macros are simple to locate, and I no longer need to manually type responses for process‑related concerns or common contact drivers.
I also find it easier to distinguish concerns now, since FIN has improved significantly and often provides accurate answers before the case even reaches me. This allows me to simply review what’s missing and address it directly. I appreciate that I can easily review my active, closed, and snoozed cases for follow‑up.
Now that I am part of the Quality Team, I also recognize areas for improvement. For example, we need to identify actual chat handle time so concierges remain alert and stay on top of their handling pace. This will help ensure both efficiency and quality in chat interactions.

Incredibly sketchy outfit. The tool clearly has weighting to end conversations as quickly as possible, after explaining a problem and being told to hold on for a moment, the session was ended with short message where I was given a reason that was completely unrelated to the topic of the conversation. Additionally, the download transcript feature doesn't work, on any chat, by design I'm sure. If you see Fin AI - RUN. Any company that uses it clearly undervalues you as a customer.

The response below is strange, I know that I should be able to download a transcript, this is exactly my point. The functionality is turned off even though there is a button to do so and as I say, this is by design and the response is all part of that peformence - pretend something is possible even though it isn't.

Using Fin/Intercom has been an absolute nightmare from start to finish and I would not recommend it to anyone considering using it to improve their own CS as the customer service for the company itself is shocking. Using Fin so far has cost our company months of time and money wasted with absolutely no results to speak of and we are now in a worse spot than when we started, the issues we have faced have damaged existing client relationships and led to lots of lost leads. Overall a huge mistake for anyone who actually cares about their customers.

To begin, we received noticed that our previous system and Intercom were cutting all ties at 3am one morning, a move that I believe was extremely unprofessional from both companies. Intercom was therefore offering Free Seats if we migrated. We considered using Intercom because of its range of features compared to it's competitors, and because we are a tech company who pride ourselves on Customer Service, Intercom looked like an all-encompassing and useful tool to achieve next-level customer service + we were already familiar with it's AI. What we experienced thus far however, has been a complete disregard by the people working at Intercom. We have been passed round from agent to agent when looking for simple answers on billing, onboarding/set-up and technical issues.

When we migrated over, we received no onboarding support except outdated articles that literally made no-sense to the existing product. We had several calls with the customer success team and it took us months to figure out how best to transition as the help provided was unusable and the terms of our Free Seats consistently changed. Even the 'Fin Academy' provided no help, and was just a day on the 'benefits of AI' with individual sessions where the hosts said they can't help with use cases - a waste of 9 hours. After we had finally transitioned and got everything set up, we then discovered our data was being hosted on US data centres; being a UK company, legally we need to comply with EU data regulations - we reached out to Intercom and after weeks of back and forth were told we would have to do the move all over again MANUALLY. No responsibility was taken by Intercom for the workspace error, even though it was clear we are a UK company, they told us it was because we never went through Sales; we were never put in contact with Sales!

The manual transition to EU workspace itself then included upwards of 200 bits of data that we were able to export from the system but not able to import to it. This should have been a clear sign that there are more people leaving Intercom than joining it.

After this move, everything had changed within the app, again, pushing back set up by weeks. Having no onboarding help either time, meant setting up Fin has been the full-time project of 2 of our Management Team, deals and other projects have all been delayed. We did however persevere, thinking the pay off potential would be exceptional.

The payoff however has been abysmal, unlike our experience with the first US workspace, Fin now seems to not be able to follow any guidance or knowledge and largely makes up what it wants to say. Inboxes aren't re-routed, we have a 'get Set-Up' pop-up which apparently is unable to be removed unless we connect Zendesk which we have no intention of doing, Fin sometimes does not reply to easily answerable tickets, plus we have a bug which means that no apostrophes work within automated messages??? And, when we have raised these issues, the Customer Service team are brazenly rude and do not read conversation history at all, giving contradictory and sometimes even blatantly wrong advice (probably all AI generated messages).

After all this, it seemed to calm down this week - however because of the migrated workspace it seems the Intercom team put our package on trial because they couldn't figure out the original terms given to us. This means, this morning we woke up to no access to the service, hundreds of lost emails, all staff locked out, and, when we finally got a response and reactivated, all our workflows were paused and settings for all our team have been reset, including personal inbox messages which now seem to be non-existant. It is completely unacceptable, we have now spoken to over 7 representatives from Fin, only 1 of whom was useful and at that for about a day.

We will now be looking into other alternatives, no amount of Free Seats is worth the money, time or effort spent on this company. I would absolutely not recommend this company, while the product may perform in some cases there is clearly no internal structure or care for diligence in customer success which makes onboarding and adoption completely impossible. Others should think carefully about the using this service as it may pose unnecessary damage to business.

Intercom/Fin has been great to work with for the past several years. We implemented AI from the beginning, and they've continued to iterate and create more tools to make it simple and smooth to use. It's saving us so much time and money so we can focus our CS team on our customers, instead of high volumes.

Worst support ever. Responding to your message or question takes over 4 hours. After that you have to wait days in order to have someone look into the error. And then finding out it's their issue so you'll need to wait weeks in order to send something out to your customers. And if you have more questions, you have to open 4 chats because multitasking is not possible for them. Would highly recommend looking into competitors before going into business with them

We've been with Intercom for over 5 x years now and what started out as a great software has exploded in costs so much we now have no choice but to look for an alternative. Our reward for being a loyal customer was for them to force us off their legacy pricing plans onto their new plans for a 25% increase in costs, whilst at the same time also reducing the discount we had from 20% to 10%. Not only that our account manager was trying to prevent us from reducing the number of seats on our account to lower costs and strong arm us into signing the deal because it was 'too late in the day'. Frankly I'm astounded by the level of greed from this company, but I guess the founders have sold to Salesforce now so who cares about the users who joined you along the way

Product is fine but not that good. Users tend to invlove human support in the end.

The search engine implemented well in our website can do similar things with much cheaper solutions compared to Fin. Not sure if it's good investment for now considering the increasing cost.

For technical Support, it is hard to say. General answers can be found in the articles. The techincal support team could do little about the issues until the internal team investigated them at a later time as the dev team is in somewhere of another region. I believe the customers really need "technical" support not general answers or templates from the support team. The features are documented but we need people who really understand the logic behind.

Fin is by far one of the best platforms in the customer support and customer experience space and their way of thinking products especially the AI like Operator it tells us how much effort they're putting into innovations developing. I'm really happy I am using Fin and it helped the organisation to deliver world class support.
Keep being amazing!

I just used the Fin AI Agent on the platform.claude.com website, and it's absolutely useless. It's constantly lying to me about where to go and what to do. In one sentence it tells me that it can file support tickets for me, and even told me one was filed, in the next it tells me it doesn't have that functionality.
King of gaslighting. Don't use, wouldn't recommend. Build your own.

The ai commercials look terrible for this.

Two weeks of circular support, contradictory answers, and zero resolution on a basic deliverability case.

We opened a ticket because some of our customers stopped receiving our Intercom emails after we migrated from Zendesk. What followed is one of the worst support experiences I have had with a SaaS vendor in years.

The ticket bounced between three agents — Jay, Olivia, and then Jay again — each one contradicting the previous. On May 1, Jay told us our DKIM was missing and the sending domain was probably misconfigured. We sent screenshots proving both were set up correctly back in November 2025. On May 6, Olivia told us our DKIM was never properly completed. On May 7, after we pushed back, she went back to engineering and acknowledged we were right: the old setup is legacy (1024-bit), and Intercom now requires three new DKIM CNAME records, a return-path CNAME, and a DMARC TXT record with workspace-specific UUIDs that can only be retrieved from the Intercom UI. Fine — we just need to know where.

On May 8, after we asked for the location of those new records, Olivia replied: "Your email domain is correctly authenticated, no action needed." This directly contradicted what she had told us the day before. On May 11, with no follow-up on her side, she closed the loop with "I haven't heard from you, I assume everything is fine." We had to re-explain that the deliverability problem was still happening.

Then came the navigation guidance. Olivia told us the records were under Settings → Email → Custom Sending Domain. They weren't. She told us to try Settings → Channels → Email → Domains & addresses. They weren't there either. We sent a screen recording, twice, showing that none of the pages they described actually exist in our workspace. Jay then took over and gave us yet another path: click on the support email address, scroll to "Authenticate manually." That section also does not exist. We sent another screen recording proving it.

At this point I asked for an escalation. Instead, on May 18, Jay reverted to the very first answer from two weeks earlier: "Everything is authenticated on our side, Mailinblack is the problem." Completely ignoring the fact that his own colleague had confirmed in writing that our DKIM setup is legacy, deprecated, and needs to be replaced — and that we have been waiting ten days for instructions on how to do that.

No agent reads the thread. Every reply starts the case from scratch. The technical answers swing 180 degrees depending on who picks up the ticket. Escalation requests are ignored. There is no phone support, no scheduled call option, no way to get someone competent on the case for a B2B account that pays Intercom.
The only reason I am writing this review is that escalating via the product itself has produced nothing for two weeks. If this is the level of support Intercom offers to mid-market customers with a real deliverability incident, prospects should know before they sign.
Don't go there.

We use Intercom end-to-end: Inbox, Outbound, Fin AI Agent, Phone, Procedures, Monitors, Attributes – the works. What stands out isn't just the feature breadth, but how well it all fits together. Almost everyone in our company touches Intercom – some daily, some periodically – and nobody complains about it. That's rare.
The platform is fast, stable, and genuinely intuitive. We've moved 100% of our customer interactions to Fin AI and trust it fully. After running an extended trial to validate quality, the handover was a straightforward decision – no second-guessing needed.
The only "criticism" I can offer: they ship new features so fast it's hard to keep up. If that's the worst thing I can say, that tells you everything.
If you're evaluating customer support platforms, stop comparing and start trialing.

the worst suppost you can imagine, no live support, even when you have an emergency issue they don't respond on time and you have to wait till the next day usually. And imagine a software company that don't offer support on weekend!!! so if you submit an issue on Friday 99% you will get an answer on monday or tuesday and that answer is likely just asking you for more information to solve the case, awful awful support with low product knowledge and technical experience

AI features do not always work as expected, very steep pricing for resolutions

The worst customer support experience

Intercom’s support has been extremely disappointing. Agents consistently fail to read messages properly, respond with irrelevant templated answers, and, as a result, resolving even simple questions takes weeks.

In our latest experience, we wanted to test the Fin AI agent again after a year to evaluate whether it’s worth investing in. We had several straightforward questions. The first agent, JM, incorrectly stated that macros no longer need to be copied one by one. When he couldn’t help further, the conversation was reassigned to Bruna.

Bruna then informed us that we already had a 2-month Fin AI trial active. Not only does such a trial not exist as a standard offering, but she was also unable to explain why it had supposedly been enabled. Instead of clarifying the situation, she attempted to close the conversation with:
“Just please consider that this trial started on Mar 12, 2026. And it will end on May 12, 2026. Would that be all for today?”
This left us without a clear or correct answer.

When I asked to speak with a more experienced team member, she stated she was part of the advanced team, but eventually agreed to reassign the ticket. The next agent acknowledged that incorrect information had been provided, apologized, and offered to make up for the experience. The case was then passed to the Accounts team.

At that point, things got even worse. The new agent, Niamh, replied after a 2-day delay and opened with:
“Sorry for the delay, I missed your message.” This clearly showed she hadn’t reviewed the conversation at all, as it wasn’t a single message, but an entire thread full of context and prior issues.

After I asked for clarification, she became defensive and asked again whether we were interested in testing Fin — something that had already been clearly established multiple times. This further confirmed that the conversation hadn’t been read.

Additionally, the previously mentioned offer to make up for the experience was completely ignored, and the response defaulted back to a standard trial with no acknowledgment of prior commitments.

When I asked to escalate, she stated she is a Team Lead. If this is the level of attention and ownership expected from a team lead — not reading conversations, missing context, and providing generic responses — it raises serious concerns about the overall quality of support.

Overall, this experience was a complete waste of time and demonstrates a lack of coordination, accountability, and basic attention to customer communication.

The more you want to do with Intercom, the less user-friendly it gets. It gets very stingy and granular when it comes to using features (creating an AI summary of a conversation is included in the Advanced plan, but to use this feature in a workflow, you need Expert) and you cannot customize your plan at all, so we would have to pay a lot more to get the one single Expert feature we would use. The other major concern is that you are charged $0.99 for each "successful resolution" (conversation ends without escalation to human). The caveat here is that if a user gets frustrated with the bot and abandons the conversation altogether, this is considered an "assumed resolution" and you are charged accordingly. The whole company is very "profit over customer" and so far, Fin has successfully resolve 100% of conversations it has been involved in (go figure). Seems like it will become a money pit quickly, I would tread lightly.

Scam company. Only interested in lock-in contracts and not with helping the customer. Be very wary dealing with them. Many more, even free, alternatives now that have the same functionality. They are a sinking ship.