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Troubleshooting why you cannot run an Agent Team in GTM One

Learn why an Agent Team's Run control is unavailable and how to fix it.

Srivatsa MarthiSrivatsa MarthiPrincipal Product Manager

Learn why an Agent Team's Run control is unavailable and how to fix it.

Overview

Agent Teams is in the GTM One left navigation, and its pages show each team's Run control. Running or activating a team needs the Agent Teams Run permission, which your ZoomInfo admin assigns. Building and editing teams is a separate permission (Create and edit), so being able to change a team does not mean you can run it. Teams belong to your organization, and teams ZoomInfo shares with every customer can be run but not changed. For how permissions work across GTM One, see Overview of permissions in GTM One.

Agent Teams runs in GTM One and in GoToMarket Studio against the same teams, and the same permissions apply in both.

The Run control is unavailable

The Run control is on the page but cannot be clicked. The most likely causes are:

  • Your role does not include the Agent Teams Run permission. Hovering over the control shows "You do not have permission to take this action".
  • The team has no step yet. Hovering over the control shows "Add at least one action to test run". Add a step to the team, then try again.
  • A run is already starting. The control is unavailable for a moment, so wait and try again before following the steps below.

To resolve the permission cause:

  1. In the left navigation, click Agent Teams, then open the team.
  2. Hover over the unavailable Run control and read the message shown with it.
  3. Ask your company's ZoomInfo admin to assign the Agent Teams Run permission to your role. Your admin does this where roles and permissions are managed, as described in How to Set Up Users and RBAC in GTM One.
  4. After your admin confirms the change, refresh the page so GTM One checks your permissions again.
  5. Click Run. The Run Agent Team dialog opens. See How to Run an Agent Team Manually in GTM One for the choices in it.

The control is working again when it is no longer greyed out and the Run Agent Team dialog opens.

You can run a team but cannot change it

Teams ZoomInfo shares with every customer appear on the Agent Teams page, and the Created column shows ZoomInfo as their creator. Only the organization that owns a shared team can change it. You can still run it, but the controls to rename it, edit its tags and edit its steps are unavailable to you. Hovering over one of them explains that the team is shared and that you can still run it. No permission your admin assigns changes this.

To resolve the issue:

  1. Run the shared team as it is. See How to Run an Agent Team Manually in GTM One.
  2. If you need different steps, build your own Agent Team with the changes. See How to Create an Agent Team in GTM One. To rename or tag a team your organization owns, see How to rename or tag an agent team in GTM One.

The Run control looked available but the run was refused

While GTM One is still loading your permissions, or when it has no permissions to check, run controls are shown as available so that a loading problem does not block everyone from running. The run is checked again when it starts, and it is refused with a message that names the permission you need if your role does not include it.

To resolve the issue:

  1. Refresh the page so GTM One loads your permissions again.
  2. Check the Run control again. If it is now unavailable, follow the steps in the section about an unavailable Run control above.
  3. If the control is still available and the run is refused again, ask your company's ZoomInfo admin to assign the permission the message names. If your admin confirms you already have it, contact ZoomInfo Support.

The Run dialog will not start the run

Permissions are not the only reason a run does not start. When your organization does not have enough AI credits, the confirm button in the Run Agent Team dialog becomes Edit run and the run does not start. See Troubleshooting Agent Team Runs Blocked by Credits in GTM One.

If you see an error

  • "You do not have permission to take this action". Your role does not include the permission for the control you hovered over. Ask your company's ZoomInfo admin to assign the Agent Teams Run permission for running a team.
  • "You need the" followed by a permission name and "permission to do this. Ask your administrator for it." Your role does not include the permission the message names. Ask your company's ZoomInfo admin to assign it, then refresh the page and try again.
  • "Add at least one action to test run". The team has no step to run. Add a step, then click Run again.
  • "is shared with your organization. Only the organization that owns it can change it. You can still run it." The team belongs to ZoomInfo, so you can run it but not change it. Run it as it is, or build your own team.

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