Custom Fields
A custom field is a data point unique to your organisation, such as Account Tier, Contract Type or NPS Category. Custom fields belong to either accounts or users and are updated daily. A custom field holds a single current value and has no history. For data points you want to track over time, use key metrics.
You can show account custom fields in the Customer details panel on every account page and as columns in the Customers table. You can show user custom fields as columns in the Users table.
To add a new custom field to Hook, contact support@hook.co. New custom fields are set up by the Hook team.
Account custom fields in the Customer details panel, including Account Tier, Annual Revenue Band, Contract Type and Industry
Tell account and user fields apart
In the Customers and Users tables, an icon next to each column shows what the field describes:
a person icon means a user field, such as Department or Last meeting date
a briefcase icon means an account field, such as Customer, CSM or Account Tier
This matters in the Users table, where you can see both kinds side by side.
Person icons mark user fields and briefcase icons mark account fields
Why use custom fields
CSMs work best when all the context on an account is in one place. Bringing CRM and billing attributes into Hook means less switching between systems. You can also use these fields to filter the Customers table and build views for the accounts that need attention.
You can also sync Hook data back to your CRM. Find out more in Data sync: sync Hook data to your CRM.
Account custom fields
Which fields appear in Customer details depends on how your organisation's CRM (for example Salesforce) is set up and which fields Hook has been connected to. Most organisations typically see fields such as:
Contract start date
Renewal date
Licenses
Location and region
Timezone
Website
Employee count
Segment
CSM
Anything specific to your business, such as Account Tier or Departments Sold Into, is an account custom field. These usually come from fields on the account in your CRM.
User custom fields
User fields also depend on how your CRM and product data are set up. Users typically have fields such as:
Department
User groups
Role
Job title
User since
Last activity
Last meeting
Each user also has a user type, such as Power user, Active, Inactive or Zombie, based on how they use your product. See User Types.
Any other user field, for example Country, is a user custom field.
Set up custom fields
To get a new custom field into Hook, speak to the Hook admin in your team. They will ask your Hook account manager to set it up.
The Hook team sets up custom fields so that they can add custom logic when it helps, for example showing the date of the most recent QBR.
Manage custom fields
Admins manage custom fields in Settings > Custom fields. Fields are listed in two sections, Customer custom fields and User custom fields. Each field shows its display name and its Key, which is the field's name in your data source.
Customer custom fields in Settings
User custom fields in Settings, with the User table toggle
Rename a custom field
Go to Settings > Custom fields.
Click the pencil next to the field.
Type the new name and click the tick to save, or the X to cancel.
The new name appears everywhere the field is used in Hook. The Key doesn't change.
Renaming a custom field
Change the display format
Go to Settings > Custom fields.
Click the dropdown in the Display Format column next to the field.
Choose a format from the table below.
Choosing a display format
Format | Use it for | Example |
| Plain text. | Account Tier, Industry, Contract Type |
| A whole number. | NPS score, number of seats |
| A number with decimals. | Average rating such as 4.5 |
| An amount of money, shown with currency formatting. | Contract value, upsell amount |
| A value shown as a percentage. | Annual uplift, discount |
| Yes or no. | Auto Renewing Customer, Onboarding Complete |
| A single date. | Date of the last QBR, contract signed date |
| A list of dates for one account. Use it when an account can have several dates for the same field. | Renewal dates across several subscriptions |
| A list of values for one account. Use it when an account can have more than one answer. | Departments sold into, integrations in use |
| A web address, shown as a clickable link. | Link to the account in your CRM or a dashboard |
After you change the display format, it can take a little while for values in the Customers table to update.
Show custom fields in Hook
Account page: add a field to Customer details
Go to Settings > Customer details.
In Other Fields, search for the field or open the Custom fields group. Fields that are already shown appear greyed out.
Hover over the field and click the add icon. It moves to the Displayed list and appears on every account page.
Drag fields in the Displayed list to change their order.
This sets the default view for everyone. Other Fields also lets you add Customer fields, Key metrics, Roles and Contacts to the panel.
Adding a custom field from Other Fields
Customers table: add a field as a column
This takes two steps. An admin makes the field available, then anyone can add it to their view.
Go to Settings > Custom fields and turn on the Customer table toggle for the field.
Go to Customers and click the pencil next to Columns.
Search for the field in Available columns and click it to add it.
Click Save to update the current view, or Save as... to create a new view.
Adding a custom field from the column editor
Account Tier added as a column, with Save, Save as and Cancel
Users table: add a user custom field
Go to Settings > Custom fields.
Under User custom fields, turn on the User table toggle for the field.
In the Users table, add the field from the column editor and save your view.
Hide a custom field
Customers table: turn off the Customer table toggle in Custom fields settings.
Users table: turn off the User table toggle in Custom fields settings.
Account pages: in Customer details settings, hover over the field in the Displayed list and click the X.
Hiding a field doesn't delete it or its data.
Removing a field from the Displayed list
❓Frequently Asked Questions
What's the difference between a key metric and a custom field?
A key metric is a number, such as product usage, user activity, support or meetings data. It usually comes from a data warehouse or analytics tool, keeps history so you can chart it over time, and often changes daily.
A custom field can be any format and is usually an attribute of an account, such as a field from your CRM. It holds one current value and changes less often.
How often are custom fields updated?
Custom fields update once a day by default. If you need certain fields to update more often, speak with your implementation team or get in touch with support@hook.co
Can I build reports on accounts using user custom fields?
Yes. In the Users table you can filter on account fields and user custom fields together.
A custom field doesn't match my CRM. How do I fix it?
Custom fields update on a schedule, so a recent change in your CRM may not show yet. Hook may also be reading a different CRM field from the one you expect. Check the field's Key in Settings > Custom fields. If you're still unsure, contact support@hook.co