Problem

When an existing contact calls a Voice AI agent, the agent has no idea who is calling. It greets everyone generically and follows the same intake flow (name, email, callback number) even though the caller's phone number already matches a contact in the sub-account. The call is correctly attached to the contact card afterwards, so the match exists; it just isn't available to the agent during the call.

Result: existing customers get asked for their name and email again, refuse ("you already have my details"), and the call feels like a form instead of support. In our logs this is the number-one source of friction.

Requested feature

Before the agent's opening line, perform a contact lookup on the inbound caller ID and expose the result to the agent as variables, for example:

{{contact.found}} (true/false)

{{contact.first_name}}, {{contact.last_name}}

{{contact.email}}

{{contact.company}}

{{contact.tags}} or a "customer status" field

{{contact.last_activity}}

The agent prompt can then branch: "Hi {{contact.first_name}}, welcome back" for known contacts and skip the name/email steps; full intake for unknown numbers.

Why the current options don't cover it

WORKFLOW_TRIGGER runs asynchronously and cannot return data into the live call.

KNOWLEDGE_BASE is static content, not live contact data.

A custom webhook function in Retell works technically, but it sits outside GHL, requires the API key per sub-account, and is not something an agency can roll out or maintain across dozens of client sub-accounts.

Suggested scope

Automatic lookup on inbound caller ID, matching on E.164 phone, same logic already used to attach the call to the contact card.

Selected contact fields injected as prompt variables (configurable per agent, so agencies control what the agent may see).

Optional: expose the same lookup as a mid-call action ("look up contact by phone/email") for callers who withhold their number.

Business impact

Shorter calls, fewer abandoned intakes, and existing customers treated as existing customers. For agencies this is the difference between a demo feature and a receptionist clients will actually keep on the line.