FS-DOC-03Operations
Process Runbook / SOP
Client Reporting & Status Updates
01Process overview
This runbook describes how the Client Reporting and Status Updates automation operates at [YourCompany.com]. It covers what triggers the process, what each agent does, where a human must act, and how to respond when something goes wrong. Keep this document accessible to everyone involved in client reporting.
Trigger
A weekly reporting window opens for an active client account.
Output
A sent client update email logged against the account in HubSpot.
Agents
Status Gathering Agent, Update Drafting Agent, Send & Log Agent.
Tools
Asana (project status), Google Docs (drafting), Gmail (send), HubSpot (CRM log), FullSpec Automation (orchestration).
Volume
Approximately 40 updates per month across active accounts.
Human checkpoint
Account Manager reviews and approves the drafted update before it is sent.
Process owner
Account Manager (day-to-day); Delivery Lead (escalation and oversight).
All steps except the Account Manager review are fully automated. No action is required unless a review task appears in your queue or an exception alert is raised.
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02Step-by-step: what happens and who acts
The table below shows each step in the automated flow, who or what performs it, and which tool is involved. Steps marked green are fully automated. The single amber step is the only point at which a person must act.
Step
What happens
Actor
Tool
Type
1
Reporting window opens on schedule for each active account.
System
FullSpec Automation
Automated
2
Status Gathering Agent pulls progress, blockers, and upcoming work from the project tool for the account.
Status Gathering Agent
Asana
Automated
3
Update Drafting Agent writes a clear, client-friendly update in house style from the gathered status.
Update Drafting Agent
Google Docs
Automated
4
Account Manager receives the draft for review and makes any edits before approving.
Account Manager
Google Docs / Email
Human review
5
Send & Log Agent sends the approved update to the client via Gmail.
Send & Log Agent
Gmail
Automated
6
Send & Log Agent logs the sent update against the account record in HubSpot.
Send & Log Agent
HubSpot
Automated
The only human action in this process is Step 4: the Account Manager reviews the drafted update, makes any edits, and approves it before the system sends. All other steps run without intervention.
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03Handling exceptions
The table below lists known exception scenarios, describes what the automation does automatically, and specifies what action the process owner must take.
Situation
What the system does
What you do
No data returned from Asana for an account.
Flags the account as incomplete and skips drafting. Sends an alert to the process owner.
Check that the Asana project is correctly linked to the account. Update the connection and re-trigger the run manually.
Update Drafting Agent produces a blank or very short draft.
Holds the draft in review state and raises an alert. Does not send.
Review the gathered status for that account. Add missing context to the Asana project and approve or redraft manually.
Account Manager does not approve the draft within 24 hours.
Sends a reminder notification. After 48 hours, escalates to the Delivery Lead.
Review and approve or reject the draft. If rejecting, add a note so the agent can be tuned.
Gmail send fails (auth error or quota).
Retries once after 15 minutes. If still failing, marks the update as unsent and alerts the process owner.
Check Gmail credentials and quota in FullSpec Automation. Re-send manually from the draft if needed.
HubSpot log fails after send.
Marks the record as sent but unlogged. Raises an alert.
Manually log the update against the account in HubSpot. Notify the developer to check the CRM integration.
Duplicate update detected for the same account in the same week.
Suppresses the second run and logs a duplicate warning.
Confirm with the team whether the duplicate was intended. Delete or archive the extra draft.
04If something stops working
Use this table as a first-response guide when the automation is not behaving as expected. Act on the first action before escalating.
No updates drafted this week and no alerts sent.
Log in to FullSpec Automation and check the run history. Confirm the weekly trigger is still active and the schedule has not been paused.
Draft produced but review notification never arrived.
Check the notification settings in FullSpec Automation. Confirm the Account Manager email address is correctly configured.
Update sent to the wrong client or wrong contact.
Do not delete the sent email. Notify the Delivery Lead immediately. Check the account-to-contact mapping in HubSpot and correct it before the next run.
Asana connection shows as disconnected in FullSpec Automation.
Re-authenticate the Asana integration in FullSpec Automation settings. Contact the developer if re-auth fails.
HubSpot shows no log entries for the last two weeks.
Check the HubSpot API key or OAuth token in FullSpec Automation. Confirm the CRM field mappings are intact.
Draft quality has dropped noticeably (incoherent or off-brand copy).
Do not approve affected drafts. Flag to the Delivery Lead. Contact the developer to review the Update Drafting Agent prompt and house-style configuration.
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05Who to contact and when
Use the contact table below to identify the right person for each type of issue. Replace placeholder rows with confirmed team details before going live.
Situation
Contact
Role
How to reach
Response target
Draft not received or review queue issue.
Aaron Patel
Account Manager
[Insert email / Slack handle]
Same business day
Escalation after 48-hour approval timeout.
Chris Morgan
Delivery Lead
[Insert email / Slack handle]
Same business day
Technical failure: agent error, broken integration, or auth issue.
[Developer Name]
Automation Developer
[Insert email / ticketing link]
Within 4 business hours
Wrong client contacted or data privacy concern.
[Manager Name]
Business Owner / Manager
[Insert email / phone]
Immediate
FullSpec Automation platform issue (outage, billing, or access).
FullSpec Support
Platform Support
support@fullspec.com
Per platform SLA
For any situation where a client has received incorrect or incomplete information, notify the Business Owner immediately and do not wait for the technical issue to be resolved first.
06Ongoing maintenance
The automation requires minimal ongoing maintenance. The schedule below sets out the recommended checks to keep the process running reliably and the outputs staying on-brand.
Weekly
Scan the FullSpec Automation run log for failures or skipped accounts.
Account Manager
Takes under 5 minutes. Flag anything unexpected to the Delivery Lead.
Weekly
Spot-check one or two sent updates for tone and accuracy.
Account Manager
Compare against client feedback and project status in Asana.
Monthly
Review any accounts added or removed from the active list and update the trigger scope.
Account Manager
New accounts must be linked in both Asana and HubSpot before they are included.
Monthly
Check HubSpot CRM logs to confirm all sent updates have been recorded correctly.
Delivery Lead
Cross-reference against Gmail sent items if any gaps appear.
Quarterly
Review the Update Drafting Agent output quality with the developer and refresh house-style guidance if needed.
Delivery Lead + Developer
Schedule a brief review call. Update the prompt configuration as required.
Quarterly
Audit tool API credentials and OAuth tokens (Asana, Gmail, HubSpot) to confirm they have not expired.
Developer
Rotate or re-authenticate any tokens approaching expiry.
Annually
Full process review: confirm volumes, contacts, agent logic, and tooling still match business needs.
Business Owner + Delivery Lead
Use this document as the review baseline. Update all placeholder contacts at this point.
Tone, timing, and thresholds are all configurable. If client preferences change or the team moves to a different project tool, the automation can be updated without rebuilding from scratch. Raise any change request with the developer.
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