Feature Request: Make Health Score / Product Score Available as a Standard Filter Across PX

Hi Team,

I would like to submit a feature request based on a limitation that has been reported by multiple customers and is impacting their ability to use Health Score effectively within Gainsight PX.

Background

The Health Score (also referred to as Product Score) is available under Administration > Attributes and can also be viewed in Account Explorer. However, this attribute is not available as a filter or targeting option in several important areas of the product.

Current Limitation

At present, customers cannot use Health Score or Product Score in the following areas:

• Audience Explorer for creating user or account segments

• Engagement Audience Rules at the account level

• Analytics dashboards and reports

• Email engagement triggers or automation rules

Although the score is available in the platform, customers are unable to use it to build audiences, target engagements, or automate workflows.

Business Impact

Health Score is one of the most important indicators customers use to identify accounts that may need attention. Since it cannot be used as a filter or targeting attribute, customers are forced to perform manual work instead of creating automated workflows.

One common use case that is currently not possible is:

• Automatically show an in-app guide when an account's Health Score falls below a defined value.

• Automatically send an email when an account's Health Score drops below a specified threshold.

• Build audiences based on different Health Score ranges for proactive customer engagement.

• Filter analytics to understand the behavior of low-health or high-health accounts.

These are common customer success and retention workflows, but they cannot be achieved today because Health Score is not available in audience rules or engagement conditions.

Current Workaround

The only available workaround is to:

1. Open Account Explorer.

2. Filter accounts using Product Score.

3. Export the results as a CSV file.

4. Upload the CSV as a CSV Segment.

5. Use that segment for engagements.

While this works, it requires manual effort every time the data changes. It is not scalable, is not real-time, and prevents customers from creating dynamic audiences and automated engagement journeys.

Requested Enhancement

Please make Health Score or Product Score available as a standard filter and targeting attribute in the following areas:

1. Audience Explorer filters

2. Engagement Audience Rules at the account level

3. Analytics filters and dashboards

4. Engagement trigger conditions for both in-app and email engagements

Why This Should Be Prioritized

This request has been raised by multiple customers who want to automate engagement based on account health. Since the Health Score already exists within the PX data model and is visible in Account Explorer, making it available across filtering and targeting experiences would greatly improve its usability and help customers automate important customer success workflows.

This enhancement would reduce manual effort, improve customer adoption, and enable proactive engagement based on account health.

Please let me know if any additional customer examples or business use cases would be helpful. Thank you for considering this request.

Thanks,
Bhanu