This article explains how Claap finds relevant information in your CRM that gets attached to a meeting recording and which you can then partially edit directly from within Claap.
How do we select a Contact?
Claap retrieves information about participants in a meeting when a recording is completed.
For each external participant (those who have an email domain different than the workspace domain), we search for the Contacts in your CRM which have a matching email address.
When a Contact doesn't exist yet. When Claap creates a contact that isn't already in your CRM, it now links that contact to its company automatically, to the single matching company, or by email-domain match when several could apply. This removes the manual step of re-linking newly created contacts. It applies to contacts newly created by Claap and is not retroactive.
How do we match calls by phone number?
For calls ingested into Claap (for example from Aircall), Claap matches the caller's phone number against your CRM. Supported formats now include the French parenthesis format (+33 (0)…) and a country code together with a national prefix (+33 07…).
For Salesforce, the phone search runs across both Contacts and Leads, so prospects that exist only as a Lead are attached to the recording after the call is ingested.
Phone-matching improvements apply to new calls ingested after the update and are not applied retroactively to existing calls.
For every CRM, Claap searches the caller's number in several formats: the raw number from the provider (with and without spaces), the international format (+33 1 22 33 11 22), the French "+33 (0)" format, the national format (1 22 33 11 22, with and without spaces) and E.164 (+33122331122).
HubSpot: Claap searches the phone and mobile phone properties, including HubSpot's normalized numbers. Only contacts with an email are returned.
Salesforce: Claap searches Contacts and Leads whose phone or mobile phone exactly matches one of these formats. The number must be stored in one of them to be found.
Pipedrive: Claap uses Pipedrive's person search on the phone field, one format at a time, until one matches.
Attio: phone matching is not supported, so calls are not synced to Attio.
If the main contact has no email, phone matches are filtered by contact name.
How do we select a Company?
We select the Company linked to the retrieved Contact(s).
What happens when you have a meeting with multiple contacts from different companies? Claap supports having multiple companies attached to a meeting.
How do we select a Deal?
In order to select which Deal needs to be linked to the meeting, we first look for all deals for the companies selected in the previous step. We then search among these company deals in the following order of precedence
A deal can only be matched if a CRM company is attached to the meeting. Companies detected only from an email domain, without a matching record in your CRM, are not enough :
A deal that was opened during the meeting
A deal that is open
A deal that was created within 30 days after the meeting
A deal that was closed within 14 days before the meeting.
If no deal matches any of these steps, no deal is linked to the meeting.
A deal that was closed after the meeting date.
If no deal is found among the company deals, Claap looks at the deals linked directly to the meeting's contacts, using the same rules. This fallback does not exist for Salesforce, where opportunities are always linked to accounts.
If multiple deals are found at any step, If several deals match at the same step, Claap selects the deal whose creation date is closest to the meeting date.
A deal linked automatically is replaced if it was closed more than one day before the meeting. A deal you linked manually is never replaced. A deal can be linked to several meetings, but a meeting can only have one deal.
Claap also searches for a deal again when a meeting without a deal gets new companies or new external participants. The daily job runs at 03:10 UTC on meetings from the last 7 days that have no deal, or that were automatically linked to a deal closed before the meeting. Meetings without a company are skipped.
What if no Deal is selected?
An automatic synchronisation is performed on a daily basis to attempt to find a relevant deal for meeting recordings which do not have any Deal matched at the time of the processing of the recording. This daily job follows the matching rules above and is run for all meetings of the last 7 days which are still without a deal.
What if I want to change the Deal linked to a recording?
To change the Deal linked to a recording, open the corresponding Deal popin and click on the link button. To change the deal, open the deal pop-in on the recording. When no deal is linked, click Link deal; when a deal is already linked, click Link another deal. You can pick a deal from the list, which shows the deals of the companies attached to the recording, or paste the deal's URL from your CRM. To link by URL, the integration must have read access to the deal and you need edit access to the recording. Selecting a deal in the list will link it to the recording and unlink the previously selected deal.
FAQ
Q: My call has no company tag. Can I fix it? Yes. Add the participant's email address on the recording (via the participant list or Assign speaker), and Claap will automatically re-derive the company from the email domain and attach it to the meeting and recording. This only fills a company that was missing, it will not overwrite an existing one. Free or disposable domains (like gmail) are still filtered out. This is especially useful for cold-call workflows (lemlist to Claap, and Aircall) where the email is often added after the call.