Understand why a call or meeting sometimes isn't associated with the right CRM contact, and how to fix it.
When you record a call or a meeting, Claap automatically tries to match the participant's details (email address, or phone number) to a contact in your CRM (HubSpot, Salesforce, etc.).
In some cases, the contact isn't linked correctly. Here are the main reasons why, and how to solve each one.
Meetings recorded via video conferencing (Google Meet, Microsoft Teams, Zoom)
The contact wasn't in your CRM when the meeting took place
Why: if the contact doesn't yet exist in your CRM at the time of the meeting, Claap has nothing to link it to.
Fix: add the contact to your CRM after the meeting. The association will update automatically on the next sync (usually within 24 hours).
The contact's email in your CRM doesn't match the one on the invitation
Why: Claap matches on email. If the address in your CRM is different from the one used in the calendar invite, the link can't be made.
Fix: check and update the email in your CRM so it matches the one listed on the meeting invitation.
The contact wasn't added to the meeting invitation
Why: Claap can only associate people who appear as guests on the calendar event.
Fix: make sure the contact is invited as a guest on future meetings so the association happens automatically.
Calls recorded via phone providers (Aircall, Ringover, etc.)
The phone number doesn't match the one in your CRM
Why: the number used on the call is different from the one stored on the contact.
Fix: update the number in your CRM so it matches, using a clean international format (for example +33 6 XX XX XX XX).
The contact wasn't in your CRM when the call happened
Why: if the contact doesn't exist in your CRM at call time, Claap can't link it.
Fix: add the contact to your CRM after the call. It will be associated correctly on the next sync (within about 24 hours).
The phone number format isn't standardized
Why: inconsistent formats prevent a reliable match.
Fix: standardize your numbers in the CRM. For example, use +33 6 XX XX XX XX rather than +33 06 XX XX XX XX.
How to avoid this in the first place
Keep your CRM up to date: make sure contacts exist with the right email before your calls and meetings.
Check your invitations: confirm every participant is on the calendar invite with their professional email address.
Standardize phone numbers: use one consistent format across your CRM to avoid mismatches.
These simple checks will help your recordings link cleanly to the right CRM contact every time.
Still not linking? If a recording still isn't associated after you've checked the above, reach out to us with the recording link and the contact it should match, and we'll take a look.