If your emails aren't appearing in Claap, it's usually due to one of the reasons below. Work through them in order. For how matching works in general, see How does email sync work?
The connection isn't set up yet
The Connect button is disabled. The email integration requires an active CRM connection. Connect your CRM first, then return to the integration page. Error shown: "Needs a CRM connection to use email sync."
"License upgrade needed." Email Sync is a paid, license-gated feature. If your plan doesn't include it, the option won't be available.
Email Sync isn't enabled at the workspace level. A Workspace Administrator must enable it, and then each user must connect their own mailbox (two levels of validation).
Your email domain isn't allowed, or you're not an active member of the workspace.
See How do I connect my mailbox? for the full setup steps.
The email is still syncing
New emails aren't instant. Especially on Gmail, there can be a delay of up to ~15 minutes before a new email appears, because syncing is batched. If an email was just sent or received, give it a few minutes.
The email doesn't match a deal
An email only shows up if it can be tied to a CRM deal:
Claap matches the email's participants (excluding your own address) against CRM contacts, then links the email to the related deal.
If no deal can be matched, the email is dropped and never shown, for example, an email to a known contact who has no associated deal.
So if an email isn't appearing, check that at least one participant is a CRM contact tied to a deal.
The email was caught by an exclusion filter
Even when an email touches a deal, it may be filtered out automatically if it falls into one of these categories:
Sensitive/private subject (keywords like confidential, private, personal, interview, offer letter, 1:1, 401k, and their FR/ES/DE equivalents)
Automated / no-reply sender (e.g. no-reply, notifications, support, billing, invoice, marketing, newsletter, info)
Auto-replies & bulk mail
Calendar invites / meeting notifications (Zoom, Google Calendar, Microsoft Teams)
Mass emails, more than 50 total recipients (to + cc + bcc)
See Is my data private and secure? for the full list of safeguards.
The email is in a folder Claap doesn't read
Claap only reads specific folders:
Gmail: Inbox and Sent only
Outlook: Inbox only
Spam, Trash, Drafts, and other folders are never read.
An email filed in another folder won't sync.
The email is too old
The first sync backfills roughly the last 12 months (365 days). Emails older than that are never imported, even retroactively.
A very large mailbox hit the sync cap
A single sync pulls up to about 10,000 messages. Very high-volume mailboxes could hit this limit on the first backfill, so some older messages may not appear.
The connection stopped working
If you changed your email password or revoked Claap's access on the provider side, syncing stops. You'll need to reconnect your mailbox.
Note on Outlook: Outlook syncing is centered on the Inbox, so outbound/sent capture is narrower than on Gmail (Gmail covers both Inbox and Sent). Some sent emails may therefore not appear for Outlook.