The Customer Success Health Score feature provides valuable “score history” insights directly on company records, including explanations for why a score increased or decreased, which properties were modified etc.
However, these score change explanations are currently only visible in the UI and are not accessible through:
- Workflows
- APIs
- Reports
- Customer Health AI Agent
Limitation
Teams can trigger alerts when a health score changes, but they cannot include the actual reason behind the change in:
- Internal notifications
- Slack/Email alerts
- AI-generated summaries
As a result, CSMs/AMs must manually open the record and inspect the score history to understand what changed.
Requested Enhancement
Please expose health score change reasoning as structured, reusable data.
Possible implementation options:
- Add workflow tokens/actions such as:
- “Latest health score change reason”
- “Top contributing factor”
- “Score change explanation”
- Expose score change events via API/webhooks, including:
- previous score (doable today by saving into separate property)
- new score
- contributing attributes
- rule names / score drivers
- Create timeline events or properties containing:
- reason for increase/decrease
- contributing metrics
- timestamped score breakdown
- Enable the Customer Health AI Agent and workflows to reference this metadata directly.
Example Use Case
A workflow alert could say:
Health score dropped from 78 → 61 due to:
- Low product usage
- 3 unresolved support tickets
- No executive engagement in 30 days
Why This Matters
The health score change event data already exists in the HubSpot UI. Making this metadata accessible programmatically would unlock much more value from the Customer Success Health Score product.
