Build health scores

How does your team currently know when a customer is at risk? If the answer involves a rep's gut feeling or waiting until the customer sends an angry email, you're reacting instead of anticipating.

A health score is a custom property that assigns a numerical value to each company based on positive and negative signals. When they're engaged, completing milestones, and using your product, the score goes up. When they go silent, miss meetings, or flag issues, the score drops. Once the score crosses a threshold, a workflow creates a ticket in your CS pipeline and your team intervenes before the customer churns.

The goal isn't a perfect algorithm. It's a systematic way to catch problems early and route them to the right person.

Create a scoring property

Go to Settings > Data Management > Properties. Change the object dropdown to "Companies". Click "Create property".

Set the object type to Company. For the group, select "Company information". Name the property something clear like "Company health score" and add a description.

On the next screen, select "Score" as the field type. Click "Build score".

Scoring properties work by adding or subtracting points based on criteria you define. You set positive criteria (things that indicate a healthy customer) and negative criteria (things that indicate risk), each with a point value.

Define your positive criteria

Click "Add criteria" under the positive section. For each criterion, set a score value and define the filter.

Think about what signals a healthy customer for your business. Common positive criteria:

Recent engagement: company has a contact who opened an email in the last 30 days (+10 points).

Completed onboarding: associated ticket in onboarding pipeline is at "Onboarding complete" status (+25 points).

Active product usage: if you track usage data through integrations or custom properties, high usage adds points (+15 points).

NPS promoter: associated contact submitted an NPS score of 9 or 10 (+20 points).

Meeting booked recently: a meeting with a contact at the company was logged in the last 60 days (+10 points).

The point values should reflect how important each signal is. Completing onboarding is a stronger health indicator than opening one email, so it gets more points.

Define your negative criteria

Under the negative section, add criteria that subtract points:

No engagement in 60 days: no email opens, no meetings, no page views from any contact at the company (-20 points).

Support tickets open: company has an unresolved support ticket older than 14 days (-15 points).

NPS detractor: associated contact submitted an NPS score of 1 to 6 (-25 points).

Missed onboarding milestones: ticket in onboarding pipeline hasn't moved stages in 30 days (-10 points).

Balance your criteria so the total possible score gives you a useful range. If a fully healthy customer scores around 80 and a fully at-risk customer scores around 20, you have a clear midpoint to set your intervention threshold.

Build the health score workflow

Now connect the health score to your CS pipeline. Go to Automations > Workflows. Create a new company-based workflow.

Set the enrollment trigger to: Company property > Company health score > is less than [your threshold]. For most teams, a score below 40 or 50 is a reasonable starting point. You can adjust after seeing how scores distribute across your customer base.

Enable re-enrollment. Health scores fluctuate: a company might recover, then drop again later. Re-enrollment ensures the workflow fires each time the score dips below the threshold.

Add a "Create record" action for a ticket. Configure it:

Assigned to: existing owner of the company (your CS rep).

Ticket name: use a personalisation token for the company name, e.g. "[Company name] is at risk".

Pipeline and status: CS pipeline, "At risk" stage.

Ticket description: "This company's health score has dropped below [threshold]. Review and take action."

This is the connection between health scores and the CS workspace. When the score drops, the ticket appears in the rep's pipeline tab automatically.

Calibrate and iterate

Your first version of the health score won't be perfect. That's expected. After a few weeks of data, review:

Score distribution: are most companies clustered in a narrow range, or is there good spread? If everyone scores 70-80, your criteria aren't differentiating enough.

False positives: are healthy customers triggering at-risk tickets? Adjust your negative criteria or raise the threshold.

Missed risks: did any customers churn without their health score dropping first? You're missing a signal. Add it as a negative criterion.

Treat the health score as a living system. Revisit the criteria quarterly. As your business changes (new products, new onboarding process, different engagement patterns), the score needs to change too.

A health score turns reactive customer management into proactive intervention. Instead of waiting for a customer to complain or cancel, your team gets a signal when engagement drops, and a ticket lands in their workspace before the situation escalates.

Start simple: a handful of positive and negative criteria, one threshold, one workflow. Get the pipeline flowing, see how the scores distribute, and refine from there. The value isn't in the precision of the score. It's in the process it triggers.