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Troubleshooting missing contacts in Next best actions in GTM One

Learn why a Next best actions report shows no new contacts, or contacts without phone numbers, and what to do.

Srivatsa MarthiSrivatsa MarthiPrincipal Product Manager

Learn why a Next best actions report shows no new contacts, or contacts without phone numbers, and what to do.

Overview

Next best actions names contacts for each recommended action. It starts from people your CRM shows activity with and searches ZoomInfo for contacts only when it needs new stakeholders. Most "missing contact" reports come from how that works, not from a fault. See How to see which new contacts Next best actions found for an account in GTM One.

The report has no "Searching for contacts" step

  1. Check whether the account has CRM activity. The agent prefers contacts from your CRM and only searches ZoomInfo when the account has none or needs new stakeholders. No search step is normal for an account with CRM history.
  2. Check whether you ran it on an opportunity. An opportunity run uses the opportunity's own contacts and never searches for new ones.
  3. If you want new stakeholders, open the company profile and run Next best actions from there.

The search says "Retrieved 0 contacts" or "No search results found"

  1. Run Next best actions again. The agent writes a fresh search each time, and a different wording can find people the first did not.
  2. If your team's instructions name several job titles, an unusual title or tight criteria (e.g., a small company size and a rare department), edit them in the builder to name common roles. See How to add a ZoomInfo step to an agent team.
  3. If it keeps returning nothing for an account that should have contacts, contact your ZoomInfo admin or support with the company name, the time of the run and the run's link from the Activity Queue.

The contact has no email or phone

  1. Look for "Not available in source" beside the field. On an opportunity it means your CRM and ZoomInfo data hold no value for that field. The agent does not invent one.
  2. For a contact found by search, the list shows name and job title only. Open the person's profile for their contact details. See Overview of Contact Profiles in GTM One.
  3. Whether you can see a phone number or email depends on your ZoomInfo access and credits. Ask your ZoomInfo admin if a field you expect is hidden.

The contact is not who you expected

  1. The agent searches by role and criteria, so it can name someone other than the person you had in mind. Check the person's profile to confirm title and company.
  2. To get a specific person, search for them by name in GTM One instead.

If you see an error

  • "No search results found" The search did not return people the agent could use. Run the team again, or follow the steps above.

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