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Troubleshooting Next best actions in GTM One

Learn why a Next best actions report is thin, wrong or missing, or why its step failed, and what to do.

Srivatsa MarthiSrivatsa MarthiPrincipal Product Manager

Learn why a Next best actions report is thin, wrong or missing, or why its step failed, and what to do.

Overview

Next best actions reads your CRM (when connected) and ZoomInfo data for an account and recommends one to three actions. A report that is short or surprising usually reflects missing data, not a fault. A step that fails in an agent team shows the message "Failed to generate next best action recommendations". Start with the symptom you see. For how the report is built, see How to read a Next best actions report in GTM One.

Before you start

  • You need permission to run agent teams and enough AI credits. If the run does not start, see How to run an agent team from a profile; that is a different problem from the ones below.
  • Note the account, the time of the run and, for an agent team, the run's link in the Activity Queue. Support asks for them.

The report shows "Analysis confidence: LOW" and nothing else

  1. A LOW report means too many of the report's main sources were missing to judge the account, so it stops before the summary and actions. Run the team again after a short wait; a source that was slow or unavailable may answer next time.
  2. Check that your CRM is connected and synced, since the report looks for the account's type, opportunities and activity there. See How often GTM One data updates.
  3. On an opportunity, the report stops at LOW when the opportunity cannot be matched to an account. Open the opportunity in your CRM, confirm it belongs to an account, wait for the next sync and run the team again.
  4. If it stays LOW for an account that has plenty of data, contact your ZoomInfo admin or support with the details above.

The report says the classification is uncertain or the account looks mislabelled

  1. "CLASSIFICATION UNCERTAIN" followed by a reason means the data pointed two ways. The report gives its best guess and does not default to a greenfield account.
  2. Your CRM's account type decides the classification when the report can read it: "Customer" is always a current customer, and "Former Customer" is always a win-back, whatever else the data shows. If the label is wrong, correct the account type in your CRM, wait for the sync and run the team again.
  3. If the report says "⚠️ Unable to verify customer status via Salesforce", it could not read your CRM account, opportunities or activity. Check the connection and run the team again.

The step fails with "Failed to generate next best action recommendations"

The message names the company the step used and says what went wrong. Match the end of the message:

  1. "ZoomInfo access token not found" or "Authentication failed with NBA Agent API": the run could not use your ZoomInfo sign-in. Sign out of GTM One, sign in again and run the team again.
  2. "company_name is required and cannot be empty" or "Company not found or invalid company name": the step had no company to look up, or ZoomInfo did not recognize the name. Edit the step: add a Company name filter with the account's exact name, or put the name in the step's instructions, then save and run again. See How to add Next best actions to an agent team step in GTM One.
  3. "NBA Agent processing exceeded time limit" or "Request to NBA Agent timed out after 10 minutes": the recommendations took too long. Run the team again after a moment. An account with very large amounts of data is slower.
  4. "NBA Agent encountered a server error. Please try again or contact support.": a temporary problem. Run the team once more. If it repeats, contact support with the run's link.
  5. "NBA Agent returned client error:" followed by a number: the request was rejected. Run the team again; if it repeats, contact support with the number.

A step that returns this message does not stop later steps by itself; whether they run depends on how the team is built.

The report names nobody new, or a contact has no email or phone

See Troubleshooting missing contacts in Next best actions in GTM One. A field reading "Not available in source" means the data holds no value for it; the report does not guess.

If you see an error

  • "Failed to generate next best action recommendations" The step could not produce recommendations. Match the rest of the message above and follow its step.
  • "⚠️ Unable to verify customer status via Salesforce" The CRM could not be read, so customer status is unconfirmed. Check the CRM connection and run the team again.

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