Health Score

Service Hub Tips, Tricks & Best Practices
1

We want to leverage the Health Score feature in HubSpot to give our Customer Success team a quick and clear view of which accounts need attention.

Currently, we use a third-party data tool to generate our health scores, which are then pushed into a custom HubSpot property we’ve named “Health score.”

HubSpot seems to require the addition or subtraction of points to calculate the score. This approach doesn’t align with our setup since our health score is already dynamically updated by the external tool.

Is there a way to work around this limitation?

Thanks!

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2

Hey @MLatulippe, thank you for posting in our Community!

HubSpot’s Health Score relies on a point-based system, but you can work around this by leveraging your custom “Health score” property. Use it in dashboards for quick visibility, set up workflows for alerts based on score changes, or highlight it on records for easy access. This ensures your external scoring integrates effectively without relying on HubSpot’s native system.

Kindly,

Pam

3

Thanks for your reply!
What we liked about this new feature though was the color coding. It makes it really quick and visual to see which accounts are red and need immediate attention.
Is there a way for me to use my current healthscore and have it color coded, like this new feature does?

4

Hi @PamCotton , thanks for the feedback.
We also calculate our Health Score externally and have it pushed into a HS property.
You mentioned using it as a Workflow Trigger: We are currently trying to create an Alert System with a trigger that if e.g. the score drops by 40 points within 30 days, a notification should be sent to the CSM.
HS Support says this isn’t possible - do you have any workarounds to create such a scenario?
Appreciate your help! :slightly_smiling_face:

5

Hi @KvonKoblinski
Thanks for your comment! To ensure your question or topic gets the best visibility and a wider range of responses from the community, it’s usually best to start a new thread rather than adding to an older one.
A fresh post will help your query stand out to everyone who browses the forum, increasing the chances of someone with relevant insights or solutions seeing and responding to it quickly. Feel free to tag me in the post and I’m happy to get you started.
Best, Victor

6

We ran into the same issue with the “score builder” in HubSpot not playing nicely with external health scores.

Our setup is pretty similar to yours: we calculate a dynamic score outside HubSpot and sync it back to a custom property.

Here’s what we ended up doing (in case it sparks any ideas):

  • We skipped using HubSpot’s built-in health score feature altogether. Instead, we use our own “Health Score” property (calculated externally) and built custom reports and views around that. Our CS team can sort and filter accounts by score, trigger workflows, and build alerts off it.
  • We paired it with “Health Status” as a separate property. This is a dropdown field like “Healthy / Neutral / At Risk” that we can update via workflow rules or manually. It gives us something easy to filter and act on, even when the numeric score itself is super granular.
  • For visibility and action, we:
    • Created custom views for the CS team sorted by score and upcoming renewals
    • Built Slack alerts and task reminders off specific thresholds
    • And used it to trigger playbooks or email nudges when things dip

So the combo of syncing your score to a property + using companion fields and workflows can still give your team what they need.

Here’s the full write-up of what we did if you want more detail: Build a customer health score in HubSpot

Hope that helps or at least gives you a jumping off point! :slightly_smiling_face:

Allan @ Arrows