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Troubleshooting Chat and AI Responses in GTM One

Learn how to fix common problems with chat answers and AI-generated content.

Jake FreyJake FreyPrincipal Product Manager

Learn how to fix common problems with chat answers and AI-generated content.

Overview

Chat answers questions using ZoomInfo data and the systems your organization has connected. If an answer looks incomplete, ignores a file you shared, or doesn't match what you asked for, find the symptom below that matches what you see and follow the steps for it.

The Answer Is Missing Recent Activity

Symptom

Chat's answer doesn't include something that happened recently (e.g., a meeting that took place a few minutes ago, or a change you just made in your CRM).

Cause

Data in GTM One refreshes on a schedule, not in real time. New activity appears after the next refresh of the underlying data. There is no manual refresh control and no last-updated indicator.

Resolution

  1. Wait for the next data refresh, then ask your question again in the same conversation.

If the activity still doesn't appear in answers after a day, see the Escalation section below.

The Answer Did Not Follow an Uploaded File

Symptom

You uploaded a file (e.g., a template, a sample document, or a style guide), but chat's answer doesn't use it or doesn't follow its format.

Cause

An uploaded file isn't saved as a lasting style or format instruction. Chat uses a file reliably when it's attached in the same conversation where you ask about it.

Resolution

  1. Open the conversation where you want chat to use the file, or start a new chat from Home in the left navigation panel.
  2. Click Attach file (the paperclip icon) in the chat box.
  3. Select the file from your computer.
  4. Type a message that refers to the file directly (e.g., "Use the attached document as the format for this account plan").
  5. Press Enter to send your message.

Ask any follow-up questions about the file in that same conversation. If you don't see Attach file in the chat box, file attachments aren't turned on for your account. Contact your ZoomInfo admin.

There Are Several Versions of an Artifact

Symptom

After you asked chat to change a document, table, or slide deck (an artifact), you see several copies of it instead of one.

Cause

Each time you ask chat to change an artifact, chat creates a new version instead of replacing the original. Every version stays in the conversation as its own card, listed oldest first. Click a card to open that version.

Resolution

To delete a version you no longer need:

  1. In the left navigation panel, click Documents.
  2. Point at the version you want to remove and click More options (the three dots).
  3. Click Delete.
  4. In the Delete AI Doc dialog, click Delete.

Deleted documents move to the Trash tab. To bring one back, open Trash, click More options on the document, and click Restore file. For more about managing documents, see Overview of Documents in GTM One.

The Answer Is Poor or Off Topic

Symptom

Chat's answer is too general, misses what you asked, or covers the wrong accounts, people, or time frame.

Cause

Chat decides which data to use based on what you write. A broad prompt leaves chat to guess the scope.

Resolution

  1. Type a follow-up in the box at the bottom of the conversation that names a clearer scope (e.g., which accounts, which region, which competitor, and which time frame).
  2. To point chat at a specific record, type @ followed by at least three characters of the name, and click the company or contact in the list. If the list shows No matches, try another spelling.
  3. Press Enter to send your message.
  4. Below the answer that wasn't helpful, click Bad response (the thumbs-down icon).
  5. In the Share your feedback dialog, select one or more reasons (e.g., Misunderstood my request or Too generic, lacks specificity).
  6. Type any details in the Additional comments box (required if you select Other (please specify)).
  7. Click Share feedback.

Your feedback helps ZoomInfo improve chat's answers. To run the same message again without retyping it, click Retry next to the feedback icons on the newest answer. Retry runs the same request again, so first check whether the original answer already did something (e.g., created an audience or sent an email).

For more tips on writing prompts, see Best Practices: Writing Effective Prompts in GTM One Chat.

The Profile Action Row Is Cut Off

Symptom

On a company, contact, or opportunity profile, the row of action buttons near the top of the page is cut off, so you can't see or click some actions.

Cause

At higher browser zoom levels, the profile action row doesn't fit on the page.

Resolution

  1. Reduce your browser zoom by pressing Ctrl and the minus key (Windows) or Command and the minus key (Mac) until the full row of actions appears.

To return to the default zoom level later, press Ctrl and 0 (Windows) or Command and 0 (Mac).

Escalation

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

  • The question you asked chat, or a screenshot of the conversation
  • The date and time the problem happened
  • The page you were on (e.g., Home, Chats, or a profile)
  • What you expected to see and what you saw instead

Resources

Troubleshooting Chat and AI Responses in GTM One.