Troubleshooting web search in GTM One chat and the Admin Portal

Understand why a web search in chat or the Admin Portal found nothing, or found the wrong thing, and how to fix it.

Overview

When you ask GTM One chat to search online, or ask the Admin Portal's AI chat to research your company, it searches public web pages, reads up to three pages for each search and keeps the most relevant facts. It can come back empty or off target when no usable page is found, the question is too broad, or chat answers from your own data instead. Find the symptom below.

Chat says "Could not find any sources"

The search ran but no usable public page came back. Pages are skipped when they are PDF files, are very long, load slowly, or block automated access.

1. Ask again with the full company name, e.g., "Acme Corp", rather than a short form.
2. Narrow the topic to one thing, e.g., "recent leadership changes at Acme Corp".
3. Name a time frame, such as "in the last six months".
4. If it still fails, wait a few minutes and try again, then ask a different topic about the same company.

Chat answered without searching the web

Chat searches the web only for public, recent information about a company, contact or industry. It answers questions about your accounts, deals, CRM records, calls, open positions or a company's ID from your organization's data.

1. If you want public information, say so, e.g., "Search online for the latest news about Acme Corp."
2. If you want your own data, ask the question without "search online".

The answer is about the wrong company or is out of date

1. Open the sources chat lists and check the page titles and dates.
2. Ask again with the full company name, the industry or the website address, and a time frame.
3. For a company with a common name, add the city or the website.

Web information is only as current as the pages found. Confirm anything important on the company's own site.

The Admin Portal chat says it could not retrieve public information

You see "I wasn't able to retrieve public information. I'll create configuration with what I know." The research failed, so the chat used only your company name.

1. Open the records it created on the AI Context pages and fill in the empty fields yourself.
2. Or open the chat again and give your company's website address along with a narrow request, e.g., one record type at a time.
3. If it keeps failing, contact your ZoomInfo account team with the page you were on and the time of the request.

The Admin Portal chat did not research my company

1. If you attached a file, the chat used the file and skipped research. Remove the file from your request to have it search.
2. If you gave full details for the records, the chat used them as written.
3. If you gave only partial details, the chat asks whether to search the web. Reply yes.

If you see an error

• "Could not find any sources". No usable public page was found. Ask again with the full company name and a narrower topic.
• "I wasn't able to retrieve public information. I'll create configuration with what I know." The research failed. Add details yourself or ask again with your website address.

Resources

• How to ask GTM One chat to search the web
• Overview of chat in GTM One