Workflow Action - Find Contact

Modified on: Thu, 25 Sep, 2025 at 5:18 AM

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.

TABLE OF CONTENTS

What is Find Contact Workflow Action
Key Benefits of Find Contact Workflow Action
Supported Match Fields
Matching Logic & Branching Behavior
Configuring the "Find Contact" Workflow Action
Use Cases
Frequently Asked Questions
Related Articles

What is Find Contact Workflow Action

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.

Add a New Action

Click “+” icon and select "Find Contact" action from the dropdown menu.

Name Your Action

Provide a descriptive name, such as “Find Contact by Email.”

Selecting Standard Fields

Options include First Name, Last Name, Email, Phone, and more.

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.

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).

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.

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).