How to Trigger Alerts Based on Health Score Changes Over Time?

[KvonKoblinski]

Goal:

If a customer’s Health Score changes significantly - say, drops or increases by 40 points within 30 days - we want to automatically notify the assigned Customer Success Manager via email.

Challenge:

I haven’t found a native way to track and compare historical Health Score values over time in workflows. Is there a workaround or best practice to achieve this kind of conditional alerting in HubSpot?

Any ideas or workarounds would be appreciated!

Thanks in advance!

[Mike_Eastwood · Accepted solution]

Hi @KvonKoblinski 

I'm the founder of Portal-iQ an app that runs automated HubSpot Audits. 

Currently I'm working on the sequel to Portal-iQ and I would love to get some feedback on the app.

Please let me know if you would like to jump on Zoom so I can show you what we're building.

Thank you for the mention @BérangèreL 

Mike

Here to learn more about HubSpot and share my HubSpot Knowledge. I'm the founder of Webalite a Gold HubSpot Partner Agency based in Wellington, New Zealand and the founder of Portal-iQ the world's first automated HubSpot Portal Audit that helps you work smarter with HubSpot.

[himanshurauthan · Accepted solution]

Hey @KvonKoblinski  

HubSpot doesn’t support direct historical comparisons in workflows, but I consulted with a few people I know and here's a workround summarized by generative AI to help you achieve what you're trying to do: 

1. Create custom properties: Health Score (Current), Health Score (30 Days Ago), and Health Score Change.
2. Use a recurring workflow (every 30 days) to copy the current Health Score to the 30-day-old field.
3. Set up a calculated property to track the difference.
4. Trigger a workflow to notify the Customer Success Manager if the score changes by ±40 points. 

Best Regards, 

Himanshu

[danmoyle · Accepted solution]

Hey there @KvonKoblinski. Great question and use case for score history in HubSpot! 

You've got some good tips and connections here with @himanshurauthan & @Mike_Eastwood. Here's another couple of ideas that may help.

I've had clients export Health Score data regularly (daily or weekly) into a spreadsheet or a more capable alerting platform (Google Sheets, Excel, or tools like Coefficient or Custify) and use the formulas or scripts in these platforms to compare current and past values to trigger alerts.

Or a third party integration (HubSpot is pretty great with integrations) may be the key here. Dedicated customer success platforms like Gainsight or Custify provide this kind of signal-based, conditional alerting on Health Score changes natively. They track score histories and can trigger notifications for threshold changes (both positive and negative). Check the HubSpot app marketplace for more information on these apps. 

Hope that helps as well!

[danmoyle · Accepted solution]

@KvonKoblinski have you proposed that feature in the Ideas forum here  with your specific use case? That level of detail could help product managers see the vision and might help make it happen! 

Here is the Idea that @KvonKoblinski created, thank you:

"Trigger Alerts Based on Health Score Changes Over Time"

[NThomas4]

To streamline your workflow with Coefficient, follow these steps:

1. Import HubSpot data via the Coefficient sidebar, making sure to include customer health score, contact email, and account owner email. Choose the "Append New Data" option during import.

2. Set the import to refresh daily using the pop-up that appears after the import.

3. Use the AI Sheets Assistant to create your tracker, ensuring each row corresponds to a contact. Include columns to calculate score changes over the last 7, 14, and 30 days.

4. Set up automations in the homescreen by navigating to "Automations" and selecting email or Slack alerts. Create separate checks for 7, 14, and 30-day thresholds and trigger alerts if the score change exceeds the set limits. These alerts will notify the contact owner dynamically.

If you're looking for further support or need tools that offer smooth data-driven solutions for your business, consider checking out ATLRx.com , which provides excellent services designed to meet diverse business needs and streamline workflows effectively.

[h-recker · Accepted solution]

Of course! The technical steps when leveraging Coefficient are very similar to what I've mentioned.

1. Pull in the HubSpot data you need with the Coefficient sidebar - customer health score, associated contact email, and contact/account owner email at a minimum. During the import process, select "Append New Data"
2. Once you've made your import, a popup will occur to set your import on a refresh schedule. Set it to daily.
3. Leverage our AI Sheets Assistant (you'll find it on the home screen) to build your tracker. Essentially, you'll want 1 row per contact that calculates score change in the last 7, 14, and 30 days.
4. At the homescreen again, select Automations -> Slack / email alert and set your alert to reference the 7,14, and 30 day changes (you might want to set up 3 different checks for these cadences), check if the score change is beyond threshold and then dynamically email the contact owner if when this occurs. Your email alerts are dynamic and can be designed and formatted the way you'd like.

Here to help if you have any questions!

[h-recker]

I know Coefficient's 2-way sync between HubSpot and Sheets/Excel has been mentioned, so wanted to give you a bit of detail of how it would work. 

With Coefficient, you can:

1. Capture Historical Health Scores
   Pull the data once and schedule regular data updates. You can either use 1) the Snapshot functionality (which would place new data on a seperate tab) or 2) the append data functionality which places new data on a separate row vs refreshing the existing rows, which is how a default import works. For simplicity most of the time, I use append data so that I can just reference 1 tab in my formulas vs multiple.
   

2. Build a Master Dashboard to automate change detection and reporting
   To track recent 30 day change, you can reference your data tab and build a master sheet with the high level data you need to trigger the alerts. Coefficient also offers an AI Assistant that can help you build your dashboard. Set up formulas to flag significant changes or calculate percentage movement - whatever you need.

3. Trigger Alerts via Email or Slack
   Through Coefficient’s automation, configure conditional notifications—like an email or Slack message—when a customer’s score moves beyond your threshold (e.g., drops more than 40 points in 30 days).

This gives you proactive, time-based health score alerts without relying on complex workflows or external BI tools. 

There are also some other cool things our users do with health scores. I created this video on a workflow we built inspired by one of our users to auto-update a field in HubSpot that explains the Health Score in plain language.

If you give Coefficient a try, we'd love to have you in our Slack user community for any questions / inspriation you need: https://coefficient.io/community

-Hannah

[BérangèreL]

Hi @h-recker and thanks for sharing the Coefficient integration.

Could you please share what the exact steps would be to set up the exact use case of @KvonKoblinski via Coefficient, please?

Thanks and have a great day!

Bérangère, HubSpot Community Manager

[danmoyle · Accepted solution]

Hey there @KvonKoblinski. Great question and use case for score history in HubSpot! 

You've got some good tips and connections here with @himanshurauthan & @Mike_Eastwood. Here's another couple of ideas that may help.

I've had clients export Health Score data regularly (daily or weekly) into a spreadsheet or a more capable alerting platform (Google Sheets, Excel, or tools like Coefficient or Custify) and use the formulas or scripts in these platforms to compare current and past values to trigger alerts.

Or a third party integration (HubSpot is pretty great with integrations) may be the key here. Dedicated customer success platforms like Gainsight or Custify provide this kind of signal-based, conditional alerting on Health Score changes natively. They track score histories and can trigger notifications for threshold changes (both positive and negative). Check the HubSpot app marketplace for more information on these apps. 

Hope that helps as well!

[KvonKoblinski]

Thanks a lot @danmoyle for your feedback!
We've looked at CS-specific platform, however, since HS's Service Hub has also entered the CS space, we hope to see a 'Change in X property over period Y' as native Workflow trigger.

Cheers!

[danmoyle · Accepted solution]

@KvonKoblinski have you proposed that feature in the Ideas forum here  with your specific use case? That level of detail could help product managers see the vision and might help make it happen! 

Here is the Idea that @KvonKoblinski created, thank you:

"Trigger Alerts Based on Health Score Changes Over Time"

[KvonKoblinski]

@danmoyle , good call - I posted it in the ideas forum.

[BérangèreL]

Hi @KvonKoblinski and thanks for creating the Idea!

I have just upvoted it!

Have a lovely day and looking forward to seeing you around the HubSpot Community! 🌞

Bérangère, Community Manager

[himanshurauthan · Accepted solution]

Hey @KvonKoblinski  

HubSpot doesn’t support direct historical comparisons in workflows, but I consulted with a few people I know and here's a workround summarized by generative AI to help you achieve what you're trying to do: 

1. Create custom properties: Health Score (Current), Health Score (30 Days Ago), and Health Score Change.
2. Use a recurring workflow (every 30 days) to copy the current Health Score to the 30-day-old field.
3. Set up a calculated property to track the difference.
4. Trigger a workflow to notify the Customer Success Manager if the score changes by ±40 points. 

Best Regards, 

Himanshu

[Mike_Eastwood · Accepted solution]

Hi @KvonKoblinski 

I'm the founder of Portal-iQ an app that runs automated HubSpot Audits. 

Currently I'm working on the sequel to Portal-iQ and I would love to get some feedback on the app.

Please let me know if you would like to jump on Zoom so I can show you what we're building.

Thank you for the mention @BérangèreL 

Mike

Here to learn more about HubSpot and share my HubSpot Knowledge. I'm the founder of Webalite a Gold HubSpot Partner Agency based in Wellington, New Zealand and the founder of Portal-iQ the world's first automated HubSpot Portal Audit that helps you work smarter with HubSpot.

[BérangèreL]

Hi @KvonKoblinski and welcome, we are so glad to have you here!

Great question, thanks for asking the HubSpot Community and well done on trying yourself to find a native way to do so!

I'd love to put you in touch with our Top Experts and Community Members: Hi @Shuler, @LCunningham1, @AllanFormigoni, @Haldor, @MaksKhan, @Anonymous and @Mike_Eastwood do you have workarounds or best practices to share with @KvonKoblinski, please?

Have a lovely day and thanks so much in advance for your valuable contributions!
Bérangère