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Troubleshooting Audiences in GTM One

Learn how to fix common problems with audiences in GTM One.

Jagannath RameshJagannath RameshPrincipal Product Manager

Learn how to fix common problems with audiences in GTM One.

Overview

Audiences is the list-building product in GTM One. An audience works like a spreadsheet, and you can add records to it from Advanced Search, the feed, and profiles. If something in an audience doesn't work the way you expect, find the symptom below that matches what you see and follow the steps for it.

Add to Audience Fails with an Unrelated Error

Symptom

You try to add records to an audience or create a new audience, and it fails. You might see a general message such as "Couldn't add records to any audience. Try again." or "Couldn't create audience. Please try again." In some places, a dialog titled "Audience limit reached" appears instead.

Cause

Your organization can create only a limited number of audiences. When your organization reaches that limit, Add to Audience can fail with a message that doesn't mention the limit, so the error can look unrelated.

Resolution

  1. If the "Audience limit reached" dialog appears, click Got it to close it.
  2. Try the action once more to rule out a temporary problem.
  3. If it fails again, contact your ZoomInfo admin or your ZoomInfo account team and ask whether your organization has reached its audience limit.

Some Add to Audience messages point to a different cause:

  • "Some of the selected records are already in the Audience, so nothing was added. Remove them from the selection and try again." Remove those records from your selection and try again.
  • "You do not have edit access to that Audience, so nothing was added. Ask the owner for edit access, or make your own copy." See the next section.
  • A message saying the audience is full and would exceed its row limit. Remove rows from the audience or select fewer records.

You Can't See an Audience

Symptom

A coworker tells you about an audience, but it doesn't appear on your Audiences page, or a link to it doesn't open for you.

Cause

A new audience is private to the person who created it. You see only audiences you own or that someone has shared with you.

Resolution

  1. In the left navigation panel, click Audiences.
  2. Click the Shared with me quick filter above the list of audiences.
  3. If the audience isn't listed, ask its owner to share it with you.

If you own the audience, share it with the people who need it.

  1. Open the audience.
  2. Click Share in the top-right corner of the page.
  3. Type a name or email into the search box at the top of the dialog, and select the person from the results.
  4. Click the person's access level and choose Viewer or Editor.
  5. Click Share.

To give everyone in your organization access, select Everyone in org under General access before you click Share. For full details, see How to Share an Audience in GTM One.

If you can see an audience but can't change it (e.g., controls show "Not available in view-only mode"), it was shared with you as a Viewer. Ask the owner to change your access to Editor.

Sharing an Audience Fails

Symptom

You click Share and see a message that the audience "was not able to be shared. Try again later." The dialog closes. Or the People with access list shows "Failed to load access data. Refresh to try again."

Cause

The share did not go through, or the list of people with access could not load. Nothing was changed.

Resolution

  1. Refresh the page.
  2. Open the audience and click Share again.
  3. Add the people and access levels again, and click Share.
  4. If it fails again, contact your ZoomInfo admin or your ZoomInfo account team.

Entries in an Audience Were Overwritten

Symptom

Values you typed into an audience have changed or disappeared.

Cause

The owner and anyone with Editor access can change cells in a shared audience, including entries another person made. Some cells cannot be changed by anyone: AI output columns from an agent team, reference columns, list columns, and, on a seller's copy, columns that come from the parent audience. Clicking one shows "This column can't be edited". See How to add, hide and delete rows in an audience. Audiences don't have change tracking or version history, so earlier values can't be restored.

Resolution

  1. Open the audience and re-enter the correct values in the affected cells.
  2. Click Share in the top-right corner of the page.
  3. Change the access level to Viewer for anyone who needs to see the audience but not edit it.
  4. Click Share.

To avoid overwrites, agree with your coworkers on who updates which columns.

Salesforce Campaign Members Can't Be Added When Building an Audience

Symptom

You want to build an audience from Salesforce campaigns or campaign members, but you can't choose them when you select the audience's records.

Cause

Salesforce campaigns and campaign members can't be brought in at the query step when you build an audience.

Resolution

  1. Build the audience first. See How to Build an Audience in GTM One.
  2. Add the campaign members to the audience using a Salesforce connector.

If you're not sure which Salesforce connector your organization uses, contact your ZoomInfo admin.

AI Columns Aren't Available in Advanced Search

Symptom

You want to add an AI column to your Advanced Search results, but there's no option to do it.

Cause

AI columns can't be added in Advanced Search. You add them to an audience instead.

Resolution

  1. Run your search on the Contacts or Companies tab in Advanced Search.
  2. Click Create Audience in the top-right corner of the page to turn the results into a new audience. To use only some records, select them first, and then choose an audience in the Add to Audience dialog.
  3. Open the audience.
  4. Click Enrich at the top of the audience builder.
  5. Click Enrich with AI in the category list on the left, or, if your panel shows an Agents section, click View all (for example "View all 12 agents") at the bottom of the Agents section and find the tool under Legacy tools.
  6. Click the AI option you want, and follow the steps in How to add columns to an audience and run enrichment in GTM One.

For more about moving search results into an audience, see How to Create an Audience from Advanced Search Results in GTM One.

Data in an Audience Looks Out of Date

Symptom

An audience doesn't show recent changes (e.g., a meeting that happened a few minutes ago doesn't appear yet).

Cause

Audience and profile data don't update in real time. They refresh on the schedule of the underlying audience or data pipeline.

Resolution

Set up an automation so the audience refreshes on a schedule you choose.

  1. Open the audience.
  2. Click the Automation label beside the audience name at the top of the page (not the switch).
  3. On Set cadence, under Frequency, choose Daily, Weekly, or Monthly.
  4. Click Next until you reach Enrich columns.
  5. Select the columns you want to refresh on each run.
  6. Click Next until you reach the last step.
  7. Click Save automation.

If a weekly refresh is all you need, turn on the Automation switch beside the audience name instead. It refreshes the audience every Monday.

If the audience already has an automation, you can run it now instead of waiting for the next scheduled run.

  1. In the left navigation panel, click Audiences.
  2. Click the Automation tab.
  3. Click the Actions button at the end of the audience's row.
  4. Click Run refresh.

An audience with no records can't be automated yet, and audiences shared with you as a Viewer show "Not available in view-only mode." For full details, see How to Automate an Audience Refresh in GTM One.

Escalation

If none of the steps above resolve the problem, contact your ZoomInfo admin or your ZoomInfo account team. To help them look into it faster, include:

  • The name of the audience
  • The exact message you see, or a screenshot of it
  • What you were doing when the problem happened (e.g., adding records from Advanced Search)
  • The date and time the problem happened

Resources

Troubleshooting Audiences in GTM One.