First of all check if your CRM integration is connected. Your calls are recorded, and nothing appears in HubSpot? There is no error message anywhere, which is the frustrating part: every step in the chain fails silently.
There are five steps between a call happening and a note appearing on a HubSpot record. Work through them in order, because each one depends on the one before, and checking them out of order wastes time.
Is the call in Claap at all?
Open your Meetings section > My Meetings and look for it.
If it isn't there, nothing downstream can happen and the rest of this article is irrelevant.
One thing that catches people out: Claap does not record phone calls itself. Calls reach Claap from your telephony tool through a dedicated integration such as Aircall, lemlist or Ringover. If none is connected, or if your own number isn't linked to it, your calls are not in Claap at all, however well HubSpot is connected.
This is why meetings and phone calls can behave completely differently for the same person. They arrive by two different routes.
Is the recording visible to your workspace?
Private recordings are not synced to the CRM. No note, no association, no warning.
Check the visibility of a recording that should have synced. If it is private, that alone is your answer, and it is worth checking whether your meeting preferences are publishing new recordings to the workspace or keeping them private by default.
Are the participants identified?
This is where most cases stop.
Everything Claap does with your CRM starts from who was on the call. Participants resolve to contacts and companies, and from there to deals. If the speakers on a recording were never identified, there is no contact, no company, and nothing to attach a note to.
Open the recording and look at its participants. If they are unnamed, or if the call shows a phone number instead of a person, the chain broke here.
This is common on recordings made with the browser extension rather than the bot, because the extension has no participant list to work from. You can fix existing recordings by editing the speaker names, which adds the participants and lets matching run. See My participants aren't recognised, so nothing reaches my CRM.
Does that participant exist in HubSpot or any CRM ?
Claap can only attach a note to a record that exists. If the person you spoke to is not a contact in HubSpot or any CRM, there is nothing to write to.
For meetings, matching works from the participant's email address. For phone calls, it works from the number. So a contact who exists in HubSpot but has no phone number on their record, or has it stored in a different format from the one you dialled, may not be matched even though everything looks correct on both sides.
A useful test: if it works for one colleague and not another on the same workspace, compare who they call rather than how they are configured. Someone calling established contacts and someone calling new numbers will get very different results from an identical setup.
Is the CRM connection in place for you?
Check that the CRM integration is connected on your workspace, and check your licence. CRM integrations are included from the Business plan, so a user on another licence will not get CRM sync however their account is configured.
If some people on your team get CRM notes and others don't, licences are the first thing to compare.