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Updating Client Health in HubSpot

Learn how to update and review client health (Red/Amber/Green) in HubSpot using the Client Health Check-In object and recurring workflows.

All active clients are expected to have an up‑to‑date Red/Amber/Green (RAG) health status in HubSpot. Client health is captured on a custom Client Health Check-In object and refreshed on a 90‑day cadence via workflow tasks to CRLs, with escalation when updates are overdue.

✏️ Note: Cadence & ownership
Client health check-ins are owned by CRLs, with GRLs and Vertical Leads involved in escalation and follow‑up when clients are flagged Amber or Red.

Completing a Scheduled Client Health Check-In

You’ll receive a recurring task when it’s time to complete a client health check-in.

Here’s how to complete a scheduled Client Health Check-In:

  1. Open the Client Health task
    • From your HubSpot task queue or task notification, open the task created by the Client Health workflow.
    • The task is triggered from the internal RAG score on the company record and is associated with that company.
  2. Navigate to the Company record
    • In the task, click through to the associated Company.
    • Confirm you’re on the correct client (name, vertical, owner).
  3. Open or create the current-period check-in
    • On the Company record, locate the Client Health Check-In association (card/panel).
    • If a check-in already exists for the current period (month/quarter), open that record.
    • If not, create a new Client Health Check-In record from the association panel.
  4. Update the required fields
    In the Client Health Check-In record:
    • Confirm Client / Company Name is correct.
    • Set Check-in Month & Year to the period you’re assessing.
    • Set Client Health to:
      • Green
      • Amber
      • Red
    • Add a clear Rationale / Notes explaining why the client is at that status.
    • Confirm any other required fields (Vertical, CRL, GRL, etc.) are populated correctly.
  5. Save the record
    • Click Save to commit your changes to the Client Health Check-In.
  6. Complete the task
    • Return to the task and mark it Complete.
    • Add a brief note if needed (e.g., if you anticipate a near‑term change in health, or if follow‑up with leadership is planned).

Manually Updating Client Health Outside the 90‑Day Cadence

You may need to update client health in between scheduled check-ins (for example, after a major risk, escalation, or significant improvement).

To manually update client health:

  1. Open the Company record in HubSpot.
  2. Navigate to the Client Health Check-In association — this will be on the right hand side of the screen. You may have to scroll a little!
  3. Click the “+Add” button on the Client Health Check-In card
  4. Fill out the form with required fields
  5. Save