Using Meetings in Customer Health Scores

Service Hub Tips, Tricks & Best Practices
1

Hello,

I am curious on how other people have built out their health scores according to “meetings”. If we have a customer that attends a meeting with their success manager, it gives them a point in the health score. If they cancel the meeting (or if the meeting outcome is “cancelled”) then it should subtract a point. My issue is around the lack of automation HubSpot has available for “Meetings”. Meaning, if the meeting gets canceled, the outcome won’t automatically update to “cancelled”, it has to be done manually, which seems like a miss. Any suggestions for how to best use the health scores, specifically with meetings, would be grealy appreciated!

2

Hello @LNitti,

You can use workflows to update health scores based on meeting outcomes by:

  1. Creating a workflow that adds points when a meeting outcome is marked as “Completed.”
  2. Creating a separate workflow that subtracts points when the outcome is set to “Cancelled.” This requires manual updating of the meeting outcome.
  3. Setting up a workflow to detect when a contact hasn’t had a meeting in a certain timeframe and adjust the score accordingly.
  4. Adding reminder workflows to prompt your team to update meeting outcomes if they’re missing after the meeting date.

This way, you can automate scoring as much as possible within HubSpot’s limits.

3

Hi @LNitti ,

HubSpot doesn’t automatically update meeting outcomes when a customer cancels, so if you’re using meetings as part of your health score, some extra steps are needed.

Here are a few ways to handle it:

1. Manual Update (for now) - Train your team to manually set the meeting outcome to “Cancelled.” This is currently the only native way for HubSpot to recognize the change.

2. Use Custom Properties and Workflows - Create number fields like “Meetings Attended” and “Meetings Cancelled”. Then use workflows to update those fields based on meeting outcomes. You can feed these into your health score logic.

3. Automate with Third-Party Tools - If you’re using Google or Outlook calendars, tools like Zapier or Make can detect canceled meetings and update HubSpot automatically.

A few helpful resources:

https://blog.origin63.com/how-to-set-up-hubspot-health-scores-step-by-step

4

Thank you! I didn’t even think about using Zapier for this. It doesn’t look like meetings is an option on there though. Do you know how to update meetings In HubSpot using Zapier?