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Go to Settings → Organization → Health score to configure how health scores are calculated. Changes apply to all accounts and take effect on the next daily calculation.
Settings → Organization → Health score, on the Weights tab: a weight for each scoring factor, with tabs for tiers, thresholds, extreme pulse and indicators

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Factor Weights

Each of the six scoring factors contributes a percentage of the overall 0–100 score. Adjust weights to reflect what matters most to your team. Weights should sum to 100%; setting a factor to 0% disables it. Without CSM Pulse:
Contact Activity and Indicators default to 0%. Opt into them once you have the underlying data flowing — Vitally / API for contact activity, Segment or PostHog for indicators. See Indicators below for the participation flow.
With CSM Pulse enabled: When an account has a CSM Pulse score updated within the last 90 days, it’s included at the weight you configure:
If your team regularly sets CSM Pulse scores, give it 15–25% weight so human judgment influences the final score. If your team rarely uses it, keep it at 0%.
If an account has no CSM Pulse (or it’s older than 90 days), the weight is redistributed proportionally across the other factors — no account is penalized for missing a pulse.
NPS starts at 0%. Give it a weight and accounts with an NPS answer from the last 365 days are rescored on the next run — the customer’s own verdict, beside the factors that infer it. Accounts with no answer have the weight redistributed, so nobody is penalized for a survey they were never shown. Expect scores to move once when you turn it on.
Traits you add on the Traits tab are listed here too, under their own names, and count toward the same 100%.

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Tier Configuration

Health tiers map score ranges to labels and colors used throughout the app. Each tier has a minScore, a label, and a hex color.
Rename tiers to match your team’s language — “Champion” instead of “Healthy” or “Watch List” instead of “Needs Attention”.
Tier boundaries also affect Extreme Pulse — if you raise the Healthy threshold, the floor for a pulse=10 override rises to match.

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Scoring Thresholds

Thresholds define what counts as excellent, good, fair, or poor for each factor. Tune these to match your team’s service level expectations. Open Requests levels include the number you set: with Excellent at 1, an account with no open requests or one open request scores Excellent.
Contact Activity measures how recently a contact at the account was active. Data comes from Vitally (lastSeenTimestamp) or the API (contactActivityAt). When set via API, the API value takes priority over Vitally data.
Enterprise customers with longer sales cycles and less frequent contact may need relaxed Meeting Frequency and Recent Activity thresholds.

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Extreme Pulse Settings

When a CSM gives an account a pulse of 1 or 10, that high-conviction signal overrides automated metrics:
  • Pulse = 1 → account lands in Critical, regardless of other metrics
  • Pulse = 10 → account lands in Healthy, regardless of other metrics
The tier guarantee derives from your tier configuration — changing the Healthy threshold automatically adjusts the pulse=10 floor.

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Options

Amplifier example: With a base CSM Pulse weight of 20% and a 1.5× amplifier, the effective weight for an extreme score becomes 30%, giving the CSM’s signal more pull before the tier guarantee is applied. Why extreme pulse expires faster: Extreme ratings carry more risk of becoming stale. The shorter window (30 days by default) encourages re-evaluation of flagged accounts. When amplification is active on an account, an indicator appears on the health score gauge:
  • ↑ (green) — boosted by pulse = 10
  • ↓ (red) — reduced by pulse = 1
Hover over the score gauge for details on which override was applied.

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Traits

The Traits tab counts any trait toward health, each as a factor of its own: a return-on-investment figure, seats in use against seats bought, sessions this month, a yes/no flag. Any trait that holds a number or a yes/no can be added, whether it’s synced from an integration, filled in by your team, a Zudo trait such as MRR, or a smart trait Zudo calculates. What each one measures is explained in How health scoring works.
1

Add a trait

Choose it from Add a trait…. The menu groups traits by where they come from, the same as the rule builders, and lists only traits that hold a number or a yes/no. It starts at 0% of the score.
2

Say how it scores

For a number, choose Higher is better or Lower is better and set Excellent, Good, Fair and Poor. A value at or past each scores 100, 80, 60 or 40; anything short of Poor scores 20. The four have to run in order — falling from Excellent to Poor when higher is better, rising when lower is better — or the page tells you which trait to fix. For a yes/no, set what each answer is worth (100 and 0 to start).
3

Give it a share

Set Share of score on the trait, or its slider on the Weights tab — they’re the same setting. Take the share from other factors so the total stays at 100%.
4

Save

Scores pick it up on the next health calculation. Each account’s breakdown then lists the trait by name, with the value that was scored.
An account with no value for a trait is scored on its other factors, with the trait’s share redistributed among them. Remove takes a trait out of the score and its share with it, so rebalance the weights before you save.

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Indicators

The Indicators tab lets you fold any of your saved Indicators into the health score as a single weighted factor. Useful when product-usage signals like Power user or Active in last 7 days should drive the health number — not just inform it.

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Setup flow

1

Set the Indicators weight

On the Weights tab, set Indicators above 0. This unlocks the Indicators tab. The slider participates in the 100% weight sum just like any other factor.
2

Pick which indicators participate

On the Indicators tab, check each indicator you want to include in the composite. Indicators come from Settings → Indicators.
3

Set sub-weights

Each included indicator gets a Sub-weight input. Sub-weights are relative within the composite — they don’t sum to 1 — they just determine how much each indicator pulls relative to its peers. Equal weights make every indicator count the same.
4

Configure scoring per indicator

How each indicator’s value maps to a 0–100 component score:
  • Yes / no indicators — set the score for true (default 100) and the score for false (default 0).
  • Number indicators — set four thresholds (excellent / good / fair / poor) that map to 100 / 80 / 60 / 40 / 20, plus a Direction dropdown (Higher is better or Lower is better).
5

Save

Changes apply on the next health score calculation. Trigger a recalc by saving the modal — the next nightly run picks up the new shape.

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How the composite scores

Per indicator:
  • Boolean → value === true ? trueScore : falseScore (defaults 100 / 0)
  • Number → threshold curve. Example with direction: higher_is_better and excellent: 50, good: 20, fair: 5, poor: 0:
    • value ≥ 50 → 100
    • value ≥ 20 → 80
    • value ≥ 5 → 60
    • value ≥ 0 → 40
    • else → 20
The composite is a sub-weighted average of these per-indicator scores. The composite then plugs into the outer health score as the Indicators factor.

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Disabled indicators

Indicators that are disabled (toggle on the Indicators settings page) or that haven’t been computed yet for an account are silently skipped — you don’t have to remove them from this config. The composite only averages over indicators that contributed.

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When the Indicators factor is dropped entirely

If no participating indicator has a computed value for an account (common for newly-connected orgs), the Indicators factor weight is redistributed across the other factors — same behavior as Contact Activity when no Vitally data exists. Accounts aren’t penalized for missing data.