BUG: Logic Split Node Failed Silently

Support Help
1

Hi Retell Team,

One of our calls failed because our logic split node did not work correctly

Can you please investigate?

——-

ORG ID: org_5ch7Q5oW0d0dJqU7

AGENT ID: agent_51e2dcea711dd7bd251cfcd764

CALL ID: call_098ba2086a1246f5e004cce5963

——-

During this session, there was a custom function call titled “get_account_info” to our n8n workflow, which successfully returned this response:

[
{
“company_name”: “blank”,
“first_name”: “blank”,
“last_name”: “blank”,
“customer_id_status”: “does_not_exist”,
“registration_code”: “blank”,
“billcenter_registered”: “blank”,
“amount_due”: “blank”,
“login_email”: “blank”,
“payment_account_id_pay_method_0”: “blank”,
“pay_method_0_last_4”: “blank”,
“payment_account_id_pay_method_1”: “blank”,
“pay_method_1_last_4”: “blank”,
“payment_account_id_pay_method_2”: “blank”,
“pay_method_2_last_4”: “blank”,
“payment_account_id_pay_method_3”: “blank”,
“pay_method_3_last_4”: “blank”,
“payment_account_id_pay_method_4”: “blank”,
“pay_method_4_last_4”: “blank”
}
]

——-

NOTE: The “blank” values are hard-coded (as a workaround related to a similar ticket a few weeks ago, which has been resolved - linked here)

——-

THE PROBLEM:

After the JSON above was successfully returned to the Retell agent, the call should have transitioned based on the logic split node titled “Customer ID Found?”

The equation was true for:

{{customer_id_status}} = “does_not_exist”

However, the call got stuck here instead of transitioning & the user hung up in frustration when the AI was not responding to them

——-

Here is a one-minute Loom video showing the issue:

https://www.loom.com/share/dd8436c438ca418c89865abb511b1788

——-

Please let me know if you have any questions, thank you

2

Hi @developers

I’ve shared your call ID with our team for review. Once we have an update, we’ll let you know.

Thank you for your patience!

3

Hello @developers

Team investigated call call_098ba2086a1246f5e004cce5963 and identified the root cause.

Your conversation flow has two “Customer ID Found?” branch nodes. The first one (used on the initial account lookup) is correctly configured with edges for found, not_found, and does_not_exist. However, the second branch node (used on the retry attempt) is missing the does_not_exist condition, and its else fallback has no destination node set.

In this call, the user’s second entry returned a does_not_exist status. Since the second branch node had no matching edge and no valid fallback, the flow stalled with no further transitions. This caused the call to hang until the user disconnected.

To fix this, please update the second “Customer ID Found?” branch node to:

  1. Add an edge for customer_id_status == "does_not_exist" routing to your transfer or not-found handling node.

  2. Set a valid destination on the else fallback edge so unexpected values are handled.

Your first branch node already handles this correctly, so you can mirror that configuration.

Thank You

4

Thank you @mark1, you’re right - I missed the second logic split node you mentioned

Appreciate the support!