Retell-widget-v2.js initializes successfully but #widget-mount-point remains empty (No render, zero console errors)

Support Help
1

Hi Retell Support Team,

I am experiencing a silent render failure with the retell-widget-v2.js embeddable widget on a web storefront.

The widget script loads, the console logs "Retell Widget initialized successfully", and the Shadow DOM is created with the full internal stylesheet injected. However, #widget-mount-point inside the shadow root remains permanently empty with zero child elements appended, and no error is logged to the console.

Environment & Identifiers

  • Store Domain: elifavour.myshopify.com

  • Chat Agent ID: agent_7c9f1607072877ccd1869c7a3e (Published)

  • Voice Agent ID: agent_993f37b84552d944a183e4fc79 (Published)

Steps Taken & Troubleshooting Ruled Out

  1. Isolated Execution: Injected directly into the DOM via the browser DevTools console (bypassing any CMS theme layers or apps).

  2. Abuse Prevention / reCAPTCHA: Toggled OFF on the Public Key settings in the Retell dashboard.

  3. Domain Whitelisting: Domain variations (elifavour.myshopify.com, [``https://elifavour.myshopify.com``](``https://elifavour.myshopify.com``), [``www.elifavour.myshopify.com``](``https://www.elifavour.myshopify.com``)) configured under the Public Key.

  4. Environment Cleanliness: Tested in an Incognito window with zero browser extensions, ad blockers, or interfering scripts.

  5. Observed Behavior: The DOM element <retell-widget> and its Shadow DOM exist, but the internal framework component renders null or silently aborts mounting child nodes.

Code Snippet Tested:

JavaScript

const widget = document.createElement('script');
widget.src = "https://dashboard.retellai.com/retell-widget-v2.js";
widget.type = "module";
widget.setAttribute('data-public-key', 'public_key_837d2c47b52ee720a0aa2');
widget.setAttribute('data-agent-id', 'agent_7c9f1607072877ccd1869c7a3e');
widget.setAttribute('data-voice-public-key', 'public_key_837d2c47b52ee720a0aa2');
widget.setAttribute('data-voice-agent-id', 'agent_993f37b84552d944a183e4fc79');
document.body.appendChild(widget);

Please check if there is an issue with the v2 widget bundle’s render lifecycle or with this specific Public Key configuration on the backend.

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2

Hello @abimbola1akinsanmi2 Your script tag is missing the required id="retell-widget" attribute. Please check this doc : Retell Website Widget - Retell AI

If adding the id still doesn’t resolve the issue, please let me know and the team can take a closer look. Please make sure not to share any sensitive or confidential information here.

Thank You