Learn how to use GHL Customer Care’s Find Contact action to match by email, phone, or custom fields, handle found/not-found branches, and pair with Inbound Webhook.
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The workflow action Find Contact allows you to pull a contact into a workflow based on search criteria like email. It also handles the case where no matching contact is found.
The Find Contact workflow action enables you to identify a contact in your database using specified criteria, such as standard or custom fields. This action is perfect for workflows that are triggered without a contact already specified, but do have other identifying information such as an email.
Normally, this action is used when the workflow is triggered by a trigger that does not already have a contact attached to it. For example, when the trigger is Inbound Webhook it will have a payload of one or more query parameters. If the queryParams do not include a user ID, but do include an email, or other identifying information, then the Find Contact action can be used to turn the email into a user ID so that actions can be run on that contact.
Key Benefits of Find Contact Workflow Action
Enhanced Workflow Efficiency: Automates the contact search process, saving time and reducing manual errors.
Flexible Search Capabilities: Supports standard and custom fields, allowing precise and tailored contact searches.
Contactless Integration: Specifically designed for workflows triggered by a contactless triggers such as Inbound Webhook
Advanced Matching: Includes external reference matching, enabling searches based on custom identifiers like “Stripe Customer ID.”
Improved Customer Engagement: Ensures accurate targeting for communications and follow-ups, enhancing customer interactions.
Branching Support: Automatically creates distinct paths in your workflow based on whether a contact is found or not, enabling tailored actions for each scenario.
Supported Match Fields
Choosing reliable fields improves match accuracy. Use unique identifiers when possible and ensure incoming data is formatted consistently before matching.
Standard fields: Email, Phone, First/Last Name, etc. (select from the picker).
Custom fields: Use your own fields (e.g., Customer ID, Subscription Tier). Ensure the custom field exists and is populated on the contact.
External references: Map webhook/app data like Stripe Customer ID to a custom field and match on it.
Matching Logic & Branching Behavior
Predictable matching rules help you design safer automations and plan “Contact Found vs. Contact Not Found ” outcomes.
AND logic across fields: If you specify multiple fields, all must match to return a contact (e.g., email AND phone AND custom field).
Branching: The action exposes two paths - Contact Found and Contact Not Found -so you can follow up accordingly (e.g., update fields vs. create contact).
If multiple contacts could match: Tighten criteria with more specific fields (e.g., add email or an external ID). Pair with Contact Deduplication Preferences and Merge Duplicates guidance when needed.
Configuring the "Find Contact" Workflow Action
Follow these steps to configure the "Find Contact" action in your workflow.
Access Workflow Settings
Navigate to the workflow builder inside "Automation" section in your CRM. Create a new workflow from scratch or select the existing workflow where you want to implement the "Find Contact" workflow action.
Access Workflow Settings (image 1 of 7)What this shows Navigate to the workflow builder inside "Automation" section in your CRM.What this showsIllustrates the "Access Workflow Settings" section of "Workflow Action - Find Contact".This screenshot appears in the "Access Workflow Settings" section of "Workflow Action - Find Contact". The text alongside this image reads: Navigate to the workflow builder inside "Automation" section in your CRM. Create a new workflow from scratch or select the existing workflow where you want to implement the "Find Contact" workflow action. Immediately after, the guide continues: Click “+” icon and select "Find Contact" action from the dropdown menu.Image 1 of 7Where to goNavigate to the workflow builder inside "Automation" section in your CRM. Create a new workflow from scratch or select the existing workflow where you want to implement the "Find Contact" workflow action.
Buttons and menus referenced"Automation""Find Contact"
Next stepClick “+” icon and select "Find Contact" action from the dropdown menu.
Add a New Action
Click “+” icon and select "Find Contact" action from the dropdown menu.
Add a New Action (image 2 of 7)What this shows Click “+” icon and select "Find Contact" action from the dropdown menu.What this showsIllustrates the "Add a New Action" section of "Workflow Action - Find Contact".This screenshot appears in the "Add a New Action" section of "Workflow Action - Find Contact". The text alongside this image reads: Click “+” icon and select "Find Contact" action from the dropdown menu. Immediately after, the guide continues: Provide a descriptive name, such as “Find Contact by Email.”.Image 2 of 7What to chooseClick “+” icon and select "Find Contact" action from the dropdown menu.Next stepProvide a descriptive name, such as “Find Contact by Email.”
Name Your Action
Provide a descriptive name, such as “Find Contact by Email.”
Name Your Action (image 3 of 7)What this shows Provide a descriptive name, such as “Find Contact by Email.”What this showsIllustrates the "Name Your Action" section of "Workflow Action - Find Contact".This screenshot appears in the "Name Your Action" section of "Workflow Action - Find Contact". The text alongside this image reads: Provide a descriptive name, such as “Find Contact by Email.”. Immediately after, the guide continues: Options include First Name, Last Name, Email, Phone, and more.Image 3 of 7What to fill inProvide a descriptive name, such as “Find Contact by Email.”
Buttons and menus referenced“Find Contact by Email.”
Next stepOptions include First Name, Last Name, Email, Phone, and more.
Selecting Standard Fields
Options include First Name, Last Name, Email, Phone, and more.
Selecting Standard Fields (image 4 of 7)What this shows Options include First Name, Last Name, Email, Phone, and more.What this showsIllustrates the "Selecting Standard Fields" section of "Workflow Action - Find Contact".This screenshot appears in the "Selecting Standard Fields" section of "Workflow Action - Find Contact". The text alongside this image reads: Options include First Name, Last Name, Email, Phone, and more. Immediately after, the guide continues: If you haven't already created the custom field, Add unique fields such as “Customer ID” or “Subscription Tier.” If you have them already, Just scroll down to find the Custom Fields you have created within the system.Image 4 of 7What this coversOptions include First Name, Last Name, Email, Phone, and more.Next stepIf you haven't already created the custom field, Add unique fields such as “Customer ID” or “Subscription Tier.” If you have them already, Just scroll down to find the Custom Fields you have created within the system.
Selecting Custom Fields (optional)
If you haven't already created the custom field, Add unique fields such as “Customer ID” or “Subscription Tier.” If you have them already, Just scroll down to find the Custom Fields you have created within the system.
Selecting Custom Fields (optional) (image 5 of 7)What this shows If you haven't already created the custom field, Add unique fields such as “Customer ID” or “Subscription Tier.” If you have them already…What this showsIllustrates the "Selecting Custom Fields (optional)" section of "Workflow Action - Find Contact".This screenshot appears in the "Selecting Custom Fields (optional)" section of "Workflow Action - Find Contact". The text alongside this image reads: If you haven't already created the custom field, Add unique fields such as “Customer ID” or “Subscription Tier.” If you have them already, Just scroll down to find the Custom Fields you have created within the system. Immediately after, the guide continues: Pair the action with triggers like "Inbound Webhook" to activate it dynamically.Image 5 of 7What this coversIf you haven't already created the custom field, Add unique fields such as “Customer ID” or “Subscription Tier.” If you have them already, Just scroll down to find the Custom Fields you have created within the system.Next stepPair the action with triggers like "Inbound Webhook" to activate it dynamically.
Configure Triggers
Pair the action with triggers like "Inbound Webhook" to activate it dynamically.
Plan branches
Build actions under Contact Found (e.g., Update Contact Field, Send Email) and under Contact Not Found (e.g., Create Contact).
Plan branches (image 6 of 7)What this shows Build actions under Contact Found (e.g., Update Contact Field, Send Email) and under Contact Not Found (e.g., Create Contact).What this showsIllustrates the "Plan branches" section of "Workflow Action - Find Contact".This screenshot appears in the "Plan branches" section of "Workflow Action - Find Contact". The text alongside this image reads: Build actions under Contact Found (e.g., Update Contact Field, Send Email) and under Contact Not Found (e.g., Create Contact). Immediately after, the guide continues: Validate the configuration using test data to ensure accuracy. Save the action once the setup is complete.Image 6 of 7What this coversBuild actions under Contact Found (e.g., Update Contact Field, Send Email) and under Contact Not Found (e.g., Create Contact).Next stepValidate the configuration using test data to ensure accuracy. Save the action once the setup is complete.
Test and Save
Validate the configuration using test data to ensure accuracy. Save the action once the setup is complete.
Publish the Workflow
Enable the workflow to automate the contact search process effectively.
Include additional emails or phone numbers (optional)
By default, Find Contact matches only the contact’s primary Email or Phone field.
If your contacts store Additional email addresses or phone numbers, you can include those values in the match:
1. In Selecting Standard Fields, choose Email or Phone .
2. Enable the checkbox under the selected field to include additional emails/phone numbers in the search.
Include additional emails or phone numbers (optional) (image 7 of 7)What this shows 2.What this showsIllustrates the "Include additional emails or phone numbers (optional)" section of "Workflow Action - Find Contact".This screenshot appears in the "Include additional emails or phone numbers (optional)" section of "Workflow Action - Find Contact". The text alongside this image reads: 2. Enable the checkbox under the selected field to include additional emails/phone numbers in the search. Immediately after, the guide continues: These real-life examples show when to use Find Contact, which field to rely on first, and what to do if a match isn’t found.Image 7 of 7What this covers2. Enable the checkbox under the selected field to include additional emails/phone numbers in the search.
Buttons and menus referencedEmail or Phoneinclude additional emails/phone numbers
Next stepThese real-life examples show when to use Find Contact, which field to rely on first, and what to do if a match isn’t found
Use Cases
These real-life examples show when to use Find Contact, which field to rely on first, and what to do if a match isn’t found
1. New lead coming from another tool (match by Email)
When a form, ad, or integration sends you someone’s email, use Find Contact with Email.
If Contact found: continue your workflow—add a tag, update details, send a message. If Contact not found: create the contact, then keep going.
2. Purchase or subscription update (match by a Customer ID)
Payment systems often send a stable customer number (like a customer ID). Store that in a custom field and find by that value.
If Contact found: update plan, status, or lifetime value. If Contact not found: create the contact, save the customer ID, and proceed.
3. Calendar booking (match by Email)
Scheduling apps usually require email. Use it to connect the booking to the right person.
If Contact found: attach the appointment and send confirmations. If Contact not found: create the contact from the booking details and notify the team.
4. Partner referral (match by Referral Code)
Partners pass a unique code so you can credit them. Save that code in a custom field and find by it.
If Contact found: add/update the referral info and tag the contact. If Contact not found: create the contact with the referral code and start the right nurture.
5. Online order without a customer ID (match by Email, optionally Last Name)
Stores sometimes send only email and name. Start with Email; add Last Name if many contacts share similar emails.
If Contact found: update order history and totals. If Contact not found: create the contact and tag as “Customer.”
Frequently Asked Questions
Q. What happens if the contact is not found?
Once the Find Contact action is configured it creates a branch, one for "contact found" and one for "contact not found". You can create whichever actions are appropriate on the "contact not found" branch.
Q. How does external reference matching work?
You can store external identifiers, such as a “Stripe Customer ID,” in a custom field. The Find Contact action uses this field to locate the corresponding contact in the CRM.
Q. Can I combine this action with other workflow actions?
Absolutely. The Find Contact action can be paired with other actions like “Send Email” or “Update Contact” to create complex workflows.
Q. Can I use multiple fields for the search?
Yes, you can configure multiple fields to refine the search criteria. All specified field values must match for the action to locate the contact (ex: this AND this AND this).
Q. Can I use other triggers?
In addition to the Inbound Webhook trigger you can pass the necessary merge fields in through a custom App Marketplace trigger (these are Premium triggers created by 3rd party developers to support their App Marketplace apps).
