Customer success teams · HubSpot · Health signals

How do I trigger an alert in HubSpot when a customer's health score drops?

By BREME · Updated 31 October 2026

Who this is for: Customer success leads and CSMs at software and tech companies who already have a health score running in HubSpot, and want the team told the moment an account slips, rather than finding out at the Monday review or, worse, at renewal.

First, decide what counts as a drop

A health score only protects revenue if someone acts when it moves. Before building anything, agree what a drop means for your team. For most teams it is one of two things: the account's Health status changes to your lowest label, such as At-risk, or the Health score falls below a number you trust.

Status is usually the better trigger. It changes less often than the raw score, so CSMs get fewer, more meaningful alerts. A score threshold is useful as a second, earlier warning for your biggest accounts.

If you want an alert when a score falls by a set number of points over a period, for example 40 points in 30 days, the HubSpot help docs we checked do not describe a built-in trigger for that, so we would start with status and thresholds and revisit later.

Option 1: use the alerts HubSpot already gives you

HubSpot's help docs say the customer success workspace has an Alerts view that tracks when a customer's health status changes, as long as you have a health score set up. You will find it under Recent actions on the Summary tab, and on the Actions tab by clicking Alerts in the left sidebar, where you can filter by Object, Alert Stage and Create date.

Alerts expire after 14 days. That is fine if your CSMs open the workspace every day, but an alert nobody sees in two weeks simply disappears. The workspace needs Service Hub Professional or Enterprise and a Service Seat, so check access before you rely on it.

Use this option if your team already lives in the workspace. If they mostly work from their inbox, Slack or the task list, add Option 2.

Option 2: a workflow that tells the owner

When you turn a health score on, HubSpot creates a Health score property and a Health status property on the record. Workflows can enrol records when they meet filter criteria on a property, so you can use these to push an alert to the right person. Build it on the same object your score uses, contacts or companies.

1. Go to Automation > Workflows and create a workflow from scratch on companies (or contacts, if that is where your score lives).
2. For the trigger, select Met filter criteria and add a filter: Health status is any of At-risk. If you also want a threshold, add Health score is less than [number] as a separate OR group.
3. Open the enrollment trigger's Settings tab, toggle on Re-enroll and tick the Health status trigger, so an account that recovers and slips again alerts the team again.
4. Add Send in-app notification to the company owner, so the alert lands in the HubSpot notification centre and the mobile app.
5. Add Create task for the owner, due in two business days, with the check-in email below in the notes.
6. If you have the Slack integration connected, add Send Slack notification to your CS channel for accounts above a size you choose.
7. Click Save. If the workflow is already on, choose the option not to enrol existing records unless you want an alert for every account that is already At-risk.

Re-enrolment: the setting that makes or breaks it

By default, a record enrols in a workflow only once. HubSpot's help docs say re-enrolment only happens when a record moves from not matching the trigger to matching it again. So an account that sits at At-risk for a month will not keep alerting, which is what you want, but an account that recovers and then drops again will, as long as Re-enroll is on.

Not every filter can be used for re-enrolment. HubSpot lists any that can't under The following enrollment conditions can't be used for re-enrollment on the Re-enrollment tab, so check that your Health status filter is not on that list before you switch the workflow on.

Make the alert lead to action

An alert is only the start. Write down what the owner does when one arrives, and keep it short enough to follow on a busy day: read the Health Score card on the record to see which signals moved, check open tickets and recent meetings, then reach out personally within two business days.

Review the alerts weekly for the first month. If CSMs keep saying an alert was a false alarm, the fix is usually in the score rules, not the workflow.

Notification: [Company name] has moved to At-risk (health score [Health score]).

Task title: Check in with [Company name] within 2 business days
Task notes:
1. Open the Health Score card and note which signals dropped.
2. Check open tickets, last meeting date and renewal date.
3. Send a personal check-in (template in our CS playbook).
4. Log the outcome and the next step on the record.

Subject: A quick check-in on [product]

Hi [first name],

I look after [company name] here at [your company], and I wanted to check in personally.

When we started, you mentioned [their goal]. How is that tracking? If anything has got harder, whether it's [product], time or a change in the team, I'd like to help sort it out.

Could we grab 20 minutes this week? [booking link]. Or reply with a line or two if that's easier.

[CSM name]