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Troubleshooting the "What went wrong" card on a failed agent team run in GTM One

Learn how to read the "What went wrong" card on a failed agent team run and fix the cause.

Srivatsa MarthiSrivatsa MarthiPrincipal Product Manager

Learn how to read the "What went wrong" card on a failed agent team run and fix the cause.

Overview

When an agent team run fails, the run's output panel opens with a What went wrong card. The card shows a short label (for example "Slack not connected"), one or two sentences saying what happened and what to do, and a Help me optimize button. A failed run is one whose status is Failed or Error.

The explanation is written in plain words and is the same every time a given failure happens. Each one has a single fix: connect an app, add a tool, edit the step, run the team again, ask an admin, or ask Help me optimize.

Some organizations see the full explanation and some do not. It is available when your organization has it turned on. Without it, the card shows the failed step's own error message in the same place, and the steps below still apply: use the message to find the cause, and use Help me optimize when it is not clear.

Before you start

  • A failed run. The card appears only on a run that failed. A run that was stopped on purpose never shows it, and a run paused for approval shows the approval panel instead.
  • The failed step selected. The card is scoped to the step the run failed on. If you click a different step, the card is hidden. Click the failed step to see it again.
  • Permission to edit the team. Several fixes below edit a step. Whether you can edit a team depends on your role; if the builder's controls are turned off, ask your ZoomInfo admin.

Read the card and fix the cause

  1. Open the failed run from the run list or the Activity Queue. See How to view agent team runs and results in GTM One.
  2. Click the step that shows as failed, then read the What went wrong card at the top of the output panel.
  3. Find the label or the first sentence in the list below and follow the fix.
  4. If the card says No data was written or sent before the run stopped., nothing was changed in your CRM, Audiences or messaging apps, so running again is safe. If it does not say so, check the destination before running again, because the step may have done part of its work.
  5. When the cause is not clear, click Show technical detail to see the error class, the app name when there is one and the raw error, then click Help me optimize. It opens with the failed step and error already attached.
  6. After the fix, start a new run. See How to run an agent team manually in GTM One.

What each explanation means

Where a sentence below names "this step", a run that failed outside any one step says "this Agent Team" instead.

Credits

  • "Your organization doesn't have enough AI credits left for this run." Label: "Not enough AI credits". The run needs more credits than your organization has left. Ask your admin to add credits, then run again.
  • "The AI credit limit of the user this Agent Team runs as doesn't have enough left for this run." Label: "AI credit limit reached". Your organization has credits, but the person the team runs as has reached their own limit. For a triggered or scheduled run that person is the team's owner, not whoever is reading the card. Ask your admin to raise that person's AI credit limit, then run again.
  • "There aren't enough AI credits left for this run." The refusal did not say which limit was reached. Ask your admin to check both the organization's credits and the AI credit limit of the person the team runs as.

Access and connections

  • "Your {app} account doesn't have permission for this action." Label: "No access to {app}". The app is connected, but the account refused the action. Reconnecting will not help. Ask the admin of that app, or your ZoomInfo admin, to give the account the access it needs. Without an app name the sentence reads "You don't have permission to use {tool}." or "You don't have permission for this action."
  • "{App} is not connected." Label: "{App} not connected". Connect the app, then run again. When the card cannot tell which app, it says "One of this step's apps is not connected." and points you to Help me optimize.
  • "No Salesforce connection exists for this account. Connect Salesforce from ZoomInfo integration settings and run this again." A step that uses Salesforce ran as a person who has not connected Salesforce. Retrying the run cannot help until it is connected. Connect Salesforce on the Integrations page in Settings, then run again. See How to Connect, Reconnect or Disconnect an Integration in GTM One.- "Salesforce refused the saved credentials for this account. Reconnect Salesforce from ZoomInfo integration settings and run this again." Salesforce answered and turned down the saved connection. Reconnect Salesforce on the Integrations page in Settings and run again. If it is refused the same way after reconnecting, ask your Salesforce administrator to check that your Salesforce user is active and that the connected app does not restrict IP ranges or login hours.
  • "The app can't post to this {app} channel." Add the app to the channel, or choose another channel in the step, then run again.
  • "GTM Studio doesn't have access to the {app} file this step uses." Select the file for GTM Studio in the step, or ask the file's owner for edit access, then run again. Reconnecting does not reach the file.

The step's setup

  • "{Tool} isn't added to this step." Label: "{Tool} isn't added". The step's instructions call for a tool the step does not have. Add the tool to the step, then run again.
  • "This step tried to use a tool it doesn't have." Edit the step's instructions so they do not name that tool, then run again.
  • "{App} can't {action}." or "{App} doesn't support this request." The app cannot do what the step asked, for example "Salesforce can't send email." Edit the step's instructions to use a different step or app for that action.
  • "{Tool} rejected this step's input." Label: "{Tool} rejected the input". Edit the step's instructions so the values it passes are valid, then run again.
  • "{App} couldn't find a record this step asked for." Check the name or ID the step looks up, then edit the step's instructions and run again.
  • "{App} already has this record." The step tried to create a record that exists. Edit the step to update the record or skip existing ones.
  • "{App} needs a field this step left empty." Edit the step so it fills the required field.
  • "A {app} rule blocked this change." A rule in your app, such as a flow, trigger or duplicate rule, refused a valid change. Ask your admin of that app to review the rule, then run again.

Approvals

Problems with no single fix

For each of these the card ends "Please use the help me optimize agent to fix this Agent Team." Click Help me optimize.

  • "A service this step relies on didn't respond." Label: "A service didn't respond". An app or data source timed out, was rate limited or failed. Wait a few minutes and run again, and use Help me optimize if it repeats.
  • "This step stopped because of an internal error." Label: "Internal error".
  • "This step ran without data it needed." Label: "Missing data". A read the step needed failed and the run went on without it. See Troubleshooting agent team steps that did not finish in GTM One.
  • "This step didn't complete what it was asked to do." Label: "Step didn't finish". See the same article.
  • "This step didn't finish." Label: "Step didn't finish". The cause could not be classified.

If you see an error

  • "Unable to open Help me optimize" Followed by "Please try again in a moment." The chat did not open. Click Help me optimize again, and reload the page if it keeps happening.
  • "This step failed without an error message." The step has no message to show. Open Show technical detail and use Help me optimize.

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