I’m running into an issue where the conversation flow is skipping logic nodes based on the first call when a caller calls in a second time.
The very first node in my conversation flow is a logic split node that acts as an IVR. The node works perfectly for eacy initial call that comes in. The issue arises when a caller calls in a second time. The node is routing them as if they pressed the same key as the first call.
If in the first call the caller types 1, then they conclude the call. All subsequent calls behave as if the user typed 1. I had a caller call in this weekend 5 times and not get sent to the logic split node with scripted text even once because a few weeks ago they called in and typed 1. I’ve seen this issue happening for dozens of callers but couldn’t figure out why it was skipping the first node until I realized that all the callers it was skipping on were repeat callers.
Hello @badler This sounds like it may be related to contact memory and dynamic variables being carried over from a previous call. When a repeat caller calls in, Retell can match them by phone number to an existing contact. If you have Post-Call Analysis fields mapped to contact fields, information from the previous call, such as the IVR key they pressed, may be stored and then injected as dynamic variables into the next call’s context.
As a result, your logic split node may be evaluating the pre-populated variable from the previous call instead of waiting for fresh input, which could cause it to skip the IVR prompt entirely.
To troubleshoot this, check your Post-Call Analysis mappings and see whether the IVR selection or other call-specific data is being stored in a contact field. If so, you can either remove that field from the contact memory mapping or reset/clear the relevant dynamic variable at the beginning of each new call so the logic split node evaluates the fresh input. Checking your contact fields and analysis mappings should help confirm which variables are being carried over between calls.