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Serena SchultzSerena Schultz 

Fast Lookup fails to match using custom text fields

We have two custom text fields which hold unformatted phone numbers on our Contact object.  We’ve created a simple flow triggered by process builder to update other fields on the Contact if a unique code is texted in and received by our SF instance. The flow works as follows:

1)  Fast Lookup on Contact using the phone number in custom text field to match against phone number of SMS message (formatting is the same for both fields). 
2)  If matching contact is found other fields on the Contact record are edited and updated.
3) If matching contact is NOT found an email is sent to the system admin.

Here's the problem.  This works perfectly if the Fast Lookup is checking a text field on the Contact which is in a managed package and is set as an external ID.  However, if I search on an identical custom text field that is not set as an external ID, the flow fails to find the matching Contact. See error below:  

FAST LOOKUP: Find_Contact_with_Matching_Phone_Number
Find all Contact records where:
SMS_Opt_In__c Contains {!oForm.SMS__Phone_Number__c} (12223334444)
Assign those records to {!oFormMatchedContact}.
Save these field values in the variable: Id
Result
Failed to find records.
 
I have two versions of this flow that are identical except for the field that's being searched.  

Is there any reason why flow would treat a text field in a managed package that is set as an external ID differently from a custom text field?

Thank You.