Trigger an automated workflow from Gainsight health score changes

This section covers how to trigger an automated workflow based on changes to customer health scores or other data in Gainsight, rather than user actions.

This rule runs on a schedule (e.g., every 15 minutes or hourly). When the defined conditions are met, Gainsight will send a POST request to the webhook URL, triggering the downstream workflow.

Set up a Rule

Go to Administration > Rules Engine > Rules List and create a new Rule.

Dataset

Click DATASET to configure the data source.

• Source Object: Select Scorecard Fact

• Configure filters such as:

  • Score is modified

  • Score meets threshold conditions (e.g., drops below 70)

Note: Account Scorecard History is a system snapshot object and is not typically used directly for triggering events. Scorecard Fact should be used for detecting changes.

Add Action: Call External API

On the Actions tab, select Call External API.

• Method: POST

• URL: Paste the webhook URL provided by your SlapFive CSM.

• Payload Type: Plain (JSON)

Sample Payload

{
  "companyName": "{{Company Name}}",
  "companyId": "{{Company ID}}",
  "score": "{{Score}}",
  "previousScore": "{{Previous Score}}",
  "modifiedDate": "{{Modified Date}}"
}

Field Mapping

Map fields from the dataset to the JSON payload.

Include:

• Company identifiers

• Score values

• Timestamps

• Any additional context needed downstream