Process Runbook / SOP

Trigger

A work period approaches close and timesheets are due from the team.

Output

Reconciled, approved billable hours exported to Xero and ready for invoicing.

Agents

Time Capture Agent, Gap Chaser Agent, Reconciliation Agent

Tools

Karbon, Slack, Gmail, Xero, FullSpec Automation

Volume

Approximately 30 timesheets per week; daily capture with weekly close.

Human checkpoint

Partner reviews and approves billable hours before export. This is the only manual step in the automated flow.

Process owner

Practice Manager

Step

Name

Type

Actor

Tool

Detail

1

Period closing trigger

Automated

System

FullSpec Automation

The scheduled trigger fires as the work period approaches close.

2

Capture time into draft timesheets

Automated

Time Capture Agent

Karbon

Pulls time entries from calendars and work tools and creates a draft timesheet per team member.

3

Detect gaps in timesheets

Automated

Gap Chaser Agent

FullSpec Automation

Scans each draft timesheet and identifies missing or thin entries by person.

4

Send targeted nudges

Automated

Gap Chaser Agent

Slack / Gmail

Contacts only the team members who have gaps, including the specific entries that need attention.

5

Reconcile time to jobs and clients

Automated

Reconciliation Agent

Karbon / Xero

Matches all captured time to the correct jobs and clients and prepares a billing-ready summary.

6

Approve billable hours

Human

Partner

Karbon

Partner reviews the reconciled hours and gives approval before export.

7

Export to billing

Automated

Reconciliation Agent

Xero

Approved hours are exported to Xero and marked ready for invoicing.

Situation

What the system does

What you do

A team member does not respond to the gap nudge within 24 hours

The Gap Chaser Agent sends a follow-up reminder. After a second non-response, it flags the entry for manual review and notifies the Practice Manager.

Practice Manager contacts the team member directly and enters or confirms the missing time before period close.

A time entry cannot be matched to any job or client

The Reconciliation Agent marks the entry as unmatched and holds it out of the billing export. It creates a flagged item in Karbon.

Practice Manager reviews the unmatched entry in Karbon, assigns it to the correct job, and re-triggers reconciliation for that entry.

A draft timesheet contains entries that appear unusually high or low

The system flags the entry with an amber status in the draft and includes it in the Partner's approval summary for attention.

Partner reviews the flagged entry at Step 6 and either confirms it or requests a correction before approving.

A team member submits a correction after timesheets have been reconciled but before export

The Reconciliation Agent accepts the correction and re-runs the matching step for the affected person only.

No action required unless the correction is submitted after export. In that case, raise a manual adjustment in Xero.

The Xero export fails part-way through

The system halts the export, logs the failure, and notifies the Practice Manager. No partial data is written to Xero.

Practice Manager checks the error notification, confirms the issue with the Xero connection, and re-runs the export once resolved.

Symptom

First action

No draft timesheets created at period close

Check that the FullSpec Automation trigger is active. Confirm the Karbon connection is authenticated and that the scheduled trigger fired in the run log.

Gap nudges are not being sent to team members

Check Slack and Gmail credentials in FullSpec Automation. Confirm the Gap Chaser Agent is enabled and that the relevant channel or address is still valid.

Reconciliation Agent is not matching time to jobs

Confirm that Karbon job data is up to date and that the Karbon API connection is live. Check the FullSpec Automation run log for authentication errors.

Xero export produces no invoices or creates duplicates

Check the Xero OAuth token has not expired. Review the export log for duplicate run entries. If duplicates exist, void the duplicate records in Xero before re-running.

Partner approval notification is not arriving

Confirm the Partner's email or Slack handle is correctly set in the workflow config. Check that the Reconciliation Agent completed its run successfully before the approval step triggers.

The entire workflow has stopped running

Log in to FullSpec Automation and check the workflow status. Look for a paused or errored state in the run history. Restart the workflow and monitor the next scheduled run.

Situation

Contact

Role

How

Response time

Workflow is not running or a critical step has failed

[Automation Lead]

Internal automation owner

Slack direct message or email

Same business day

Karbon data is incorrect or jobs are missing

[Karbon Admin]

Practice system administrator

Internal support channel

Same business day

Xero connection or billing export issue

[Finance Lead]

Finance team contact

Email

Same business day

A team member disputes their timesheet or flagged entry

Practice Manager

Process owner

Direct conversation

Before period close

The FullSpec Automation platform is unavailable

FullSpec Support

Platform vendor

support@fullspec.com or in-app chat

Per support SLA

Billing has gone out with incorrect hours

Practice Manager and Partner

Process owner and approver

Direct meeting

Immediate

Timing

Task

Owner

Notes

Each period close

Confirm the workflow run log shows a successful completion

Practice Manager

Check FullSpec Automation run history before approving billing export.

Each period close

Review any flagged or unmatched entries in Karbon

Practice Manager

Resolve before Partner approval to avoid delays.

Weekly

Check that gap nudge delivery rates are normal

Practice Manager

If team members report not receiving nudges, escalate to the automation owner.

Monthly

Review timesheet completion rate against the 98% target

Practice Manager

If the rate drops below 95%, investigate which step is breaking down.

Monthly

Confirm Xero and Karbon API tokens are active and not approaching expiry

Automation Lead

Most OAuth tokens expire every 60 to 90 days. Refresh proactively.

Quarterly

Audit nudge messaging tone, timing, and frequency settings

Practice Manager

Adjust thresholds if the team reports over-messaging or if gaps remain unclosed.

Quarterly

Review the list of active team members and jobs in Karbon

Practice Manager

Ensure the agent is not drafting timesheets for departed staff or closed jobs.

Annually

Full process review against current billing volume and team size

Practice Manager and Partner

Reassess agent configuration if volume has grown above 50 timesheets per week or team structure has changed.

On staff change

Update team member list and notification routing in FullSpec Automation

Automation Lead

Do this before the next period close following any hire or departure.