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Troubleshooting chat answers about companies, contacts and pipeline in GTM One

Learn what to do when chat's answer to a question about companies, people, deals, accounts, meetings or emails is empty, partial or not what you asked for.

Jake FreyJake FreyPrincipal Product Manager

Learn what to do when chat's answer to a question about companies, people, deals, accounts, meetings or emails is empty, partial or not what you asked for.

Overview

Chat answers these questions by searching ZoomInfo data and, when they are connected, your CRM and your recorded meetings and emails. Find the symptom below that matches what you see.

Chat says nothing matched

Cause

The filters chat sent matched no records. Chat does not say why, because an empty result can come from filters that are too narrow, from records you do not own, or from a source that holds nothing for your question. It does not mean an integration is broken.

Resolution

  1. Ask chat which filters it used, or read the assumptions at the end of its previous answer.
  2. Loosen one filter at a time (a wider location, a lower size, a longer date range) and send the question again.
  3. If your question is about your own deals or accounts, check that a CRM is connected. Open the Data sources control in the chat box: it lists "Your CRM" only when one is connected. See How to Connect Your CRM to GTM One.
  4. If your question is about meetings or emails, note that only meetings and emails with at least one participant from outside your company are recorded. Internal-only activity is not captured.

The list shows fewer rows than the number of matches

Cause

Chat shows one page of a search as a sample, together with the true match count. A page is up to 100 records (20 by default), and "all of them" returns at most 500 rows in the conversation.

Resolution

  1. Check the total in the first sentence of the answer.
  2. To work every match, save the list as an Audience. See How to save a chat list as an Audience in GTM One.

A count, share or ranking looks wrong

Cause

A count worked out from the rows on a page is only a count of that page. Deals also come back in close-date order and accounts in account-name order, so the first rows are not the biggest or the worst, and the last row on a page is not the end of a period.

Resolution

  1. Ask for the figure directly, for example "how many open deals by stage" or "total pipeline by rep, highest first". Chat then computes it over all matching records.
  2. For a share, ask for both the part and the whole ("what share of my open pipeline is in negotiation").
  3. A breakdown lists only groups that have records. To find who has none, ask for that directly ("which reps have no open pipeline").

Chat asks you to narrow a search, or says a word did not match

Cause

Some searches cannot run on their own:

  • A search for companies that are hiring, or that visited your website, must be combined with another filter such as a location, industry or size, and a website visit search needs a start date.
  • A search for companies that are not hiring is not supported.
  • Industries, locations, titles, technologies, stages and account types are matched against the values in ZoomInfo and in your CRM. A phrase with no match is reported with the closest values.
  • A job title phrase must be at least 3 characters, and a funding stage matches only the company's most recent round.

Resolution

  1. Answer chat's question, or pick one of the values it lists.
  2. Add the missing filter, for example "hiring engineers in Texas".
  3. For a funding history, ask about the most recent round, or ask separately for each stage.

Chat gives a partial answer and says part is incomplete

Cause

Chat has a fixed number of steps for gathering data in one message. When a question needs more than that, chat stops gathering and answers with what it found, and says what remained incomplete.

Resolution

  1. Split the question into smaller ones, for example one region or one quarter at a time.
  2. Ask a follow-up for the part chat said it could not finish.

Chat will not do part of what you asked

Cause

Chat explores and explains. It does not write several emails at once, act on records in bulk (for example email every contact on a list, update many CRM records or enrich each row), show more than one page of a large result, or run something on a schedule. It also builds one deliverable per message: when you ask for two, it asks which first.

Resolution

  1. For bulk work, save the list as an Audience and use the Audience. See How to save a chat list as an Audience in GTM One.
  2. For a recurring task, build an agent team. See How to Schedule or Trigger an Agent Team in GTM One.
  3. For several emails, use the AI Emailer. See How to send emails to several recipients with the AI Emailer.

Chat answers about the wrong person, or asks who leads a team

Cause

Colleagues are matched by name among your organization's CRM users. A name that is not unique, or a team named without its leader, cannot be resolved on its own.

Resolution

  1. Give the colleague's full name, or the leader's name for a team ("Jane's team").
  2. If chat offered several matches, answer its question to pick one. See How to answer the questions Chat asks you in GTM One.

Chat did not offer to save the list, or says it is too large

Cause

The list had more than 200,000 matches, the answer was about one record, or the list had no results.

Resolution

  1. Narrow the search with a tighter location, a revenue or headcount band or a narrower industry, until the total is at or under 200,000.
  2. Ask chat to save the list again.

If the problem is not listed here, send a "Bad response" rating with a comment, then contact ZoomInfo support with the question you asked and the time you asked it. See Troubleshooting Chat and AI Responses in GTM One.

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