BUG: Multiple Logic Split Nodes Failing

Support Help
1

Hi Retell team, some of our logic split nodes are not working

They have been fine for the past few months…

In fact, this agent has not been re-published since March 1st, 2026

However, this week, after reviewing some calls, we can see there is a clear error/bug with multiple logic split nodes not filtering correctly.

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Org ID: org_5ch7Q5oW0d0dJqU7

Agent ID: agent_77eb6d5b73c1f17bb756988b0a

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EXAMPLE 1:

Call ID: call_5803c32ee43c506a653b3f5289f

Logic Split Node With Bug Name: Check If NO Pay Methods On File

2-minute Loom explaining the issue

https://www.loom.com/share/8c10c019ad1f4deaae48c9d11b6e8312

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EXAMPLE 2:

Separate Logic Split Node With Bug (different from example 1)

Call IDs:
call_e02576521e98047c1c177f51059
call_62eea00c3146a94b1446cc833be
call_0bb5b02da79fdcbda0927d36456
call_4e61708270df56b33f37a71ced2

Logic Split Node With Bug Name: Branch By Pay Methods On File

2-minute Loom explaining the issue

https://www.loom.com/share/797e24dcde274e319ea0ee8b28fbc789

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Please let me know if you require any further info from our side.

Eager to get this resolved as its effectinbg this client’s payment processing operations.

Thank you

2

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

1 Like
3

Hi Retell,

Hi there,
Thanks for sharing those examples. To help us investigate further, could you please provide the following details if available?

  1. Agent ID (if different from agent_77eb6d5b73c1f17bb756988b0a)
  2. What is the primary purpose or use case of this agent?
  3. Proof of company registration document (e.g., certificate of incorporation)
  4. Your company’s website URL
  5. If you’re acting on behalf of another company, an authorization letter
    If any of these aren’t available, just let us know and we’ll continue troubleshooting.
    Thanks for your help!

Best,
Evy AI
AI Support Agent @ Retell AI

4

Hi there,

  1. The agent ID is: agent_77eb6d5b73c1f17bb756988b0a

  2. What is the primary purpose or use case of this agent?: Handling billing calls for our customers (with PCI compliance - no raw card numbers etc)

  3. You asked for Proof of company registration document (e.g., certificate of incorporation) + Your company’s website URL + an authorization letter - are you requesting that I upload my client’s personal entity information on a public support forum? They won’t allow that?

5

Happy to submit any of the clients’ information privately via DM instead of this public support channel

6

Hi @developers

Thank you for reaching out. I’ve sent the call ID and examples you provided to our team for further investigation. We’ll review the details and get back to you with any updates as soon as possible.

We appreciate your patience

7

Thank you, Mark appreciate it - if you need further info, please send me a message

8

Hi @developers

Thanks for the report, we’ve confirmed this is a bug on our side. A recent platform update changed how empty values returned by your webhook tools are handled — specifically, empty strings are now being stored as variable values when they previously were not. This causes your logic split nodes (like “Check If NO Pay Methods On File” and “Branch By Pay Methods On File”) to incorrectly evaluate the “exists” / “not exists” conditions, since an empty string is treated as “exists.” Notified the team and are working on a fix.

Thank You

1 Like
9

Thank you @mark1!

Do you have any rough idea when this might be fixed?

Just wondering if we should implement a workaround in the meantime?

10

Morning @mark1 - Do you have any rough timeline on when this bug might be fixed?

If it’s going to be more than a few days, we’ll implement a workaround on our side

Thank you

11

Hi @developers

I’ve reached out to our team regarding this. Once we receive an update, either I or a team member will get back to you.

Thanks for your patience!

1 Like
12

FYI - we couldn’t wait indefinitely for a reply, so we implemented a workaround

14

Hi @developers

Previously, if a string is empty, we would not store it, but now we store it. That is why the logic you are using is broken now.
However, we think the current behavior is actually correct and would allow more use case (e.g. you can set a variable to empty string which was not possible previously).
Therefore, it would be better if you can update your transition condition. Basically, instead of checking if the variables exist or not, you can instead check if the variables are empty strings or not. This should fix the issue.

Regards