FS-DOC-01Operations
Launch Plan
Proactive Customer Communication
[YourCompany.com] · Customer Support Department · Prepared by FullSpec · [Today's Date]
This Launch Plan gives you a clear picture of what is being built, how the build is structured, what you need to provide, and what your role looks like once the automation is live. FullSpec handles the entire technical build, testing, and deployment. Your responsibilities are limited to sharing access to your existing tools, confirming a small number of configuration decisions, and reviewing the results once the system is running.
01What you're launching
You are launching an end-to-end automation that watches HubSpot for qualifying customer status changes and sends a personalised update to each affected customer through their preferred channel, before they have a chance to call or email asking for it. Today, a support agent scans HubSpot manually each morning, drafts updates one at a time, chases supervisor approval over Slack, sends messages through multiple tools, and logs each outcome by hand. The entire loop consumes around 100 minutes of agent and supervisor time every day and produces inconsistent results. After launch, three purpose-built agents handle everything from detection through to delivery and logging. The only step that stays with a human is the supervisor's one-click approval for messages flagged as sensitive, which is intentional and always configurable.
Process
Proactive Customer Communication
Trigger
A customer record or deal in HubSpot moves to a status included in the notification ruleset
Final output
A personalised message delivered to the customer via their preferred channel (email, in-app, or SMS), with a timestamped activity note written back to HubSpot and a summary digest posted to the team Slack channel
Agents being built
3 agents: Status Monitor Agent, Message Drafting Agent, Delivery and Logging Agent
Tools involved
HubSpot, Gmail, Intercom, Twilio, Slack, Google Sheets
Volume
~200 customer communication touchpoints per month (214 recorded in the most recent month)
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02How the build works
FullSpec runs the build in four sequential stages: Connect, Build, Test, and Launch. Each stage has a defined set of actions for the FullSpec team and a short list of things your team needs to provide or confirm. The stages are designed to move quickly when access and decisions arrive promptly. The single biggest cause of delays is waiting on credentials or sign-off, so the sections below are clear about what is needed and when.
Complexity level: Moderate. Estimated delivery window: 15 to 20 business days. The delivery clock starts at the close of Connect, not payment. Until Connect closes and all credentials are confirmed, the build has not started.
1Connect
Business days 1 to 3
FullSpec
Review your mapped process, confirm the three agents and their trigger logic, share the credentials checklist, schedule the Connect call, and document the notification status list and sensitivity rules to be confirmed.
You
Attend the Connect call (30 to 45 minutes), review and confirm the status ruleset and sensitivity thresholds, provide access credentials for HubSpot, Gmail, Intercom, Twilio, and Slack, and flag any message templates you already use.
2Build
Business days 4 to 14
FullSpec
Build and connect the Status Monitor Agent (HubSpot trigger and preference lookup), build the Message Drafting Agent with template selection, sensitivity flagging, and the Slack approval interface, then build the Delivery and Logging Agent covering Gmail, Intercom, Twilio, HubSpot write-back, and the hourly Slack digest.
You
Review and approve the draft message templates for each status type (typically 3 to 5 templates), confirm the Slack channel to be used for supervisor approvals and team digests, and respond promptly to any clarification questions from the FullSpec team.
3Test
Business days 15 to 18
FullSpec
Run end-to-end tests across all status trigger types, both delivery channels, CRM write-back accuracy, sensitivity flag routing, and the supervisor approval flow. Share a test results summary for your review before go-live is confirmed.
You
Review test message samples (you will receive a small number of test sends to a nominated inbox), confirm that message tone and content match your expectations, and give written go-ahead to proceed to Launch.
4Launch
Business days 19 to 20
FullSpec
Switch the automation live against your production HubSpot environment, monitor the first batch of real triggers for 24 hours, deliver the runbook and handover documentation to your support team, and confirm go-live in writing.
You
Brief your support supervisor on the Slack approval flow, let your support team know the automation is active, and report any unexpected behaviour to support@gofullspec.com within the first 48 hours.
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03What FullSpec needs from you
FullSpec needs only access to your existing tools. No technical knowledge is required from your side. The table below lists every credential or permission needed and when it should be provided. Having all access ready before the Connect call closes allows the build to start immediately and keeps the delivery window on track.
HubSpot
A private app token or admin API key with read/write access to Contacts, Deals, and Activity Logs
Before Connect closes
Gmail
OAuth 2.0 authorisation for the sending mailbox (the support team address used for customer emails)
Before Connect closes
Intercom
An Intercom API access token with permission to send outbound messages and read conversation data
Before Connect closes
Twilio
Account SID, Auth Token, and the verified sending phone number for SMS delivery
Before Connect closes
Slack
A Slack app OAuth token with permission to post to the supervisor approval channel and the team digest channel
Before Connect closes
Google Sheets
View access to the sheet currently holding customer channel preferences (used to validate and migrate preference data into HubSpot before go-live)
Before Connect closes
The one configuration decision you must confirm before Connect closes: which HubSpot status values require a customer notification, and which are internal-only. Without this agreed list, the automation cannot be scoped accurately and the build cannot start. FullSpec will provide a template to fill in during the Connect call, but your support manager needs to review and sign off the final list before that call ends.
04Your role once live
Once the automation is live, your team's involvement in the communication process drops significantly. The table below sets out clearly what you remain responsible for and what you no longer need to touch.
Role
Ongoing responsibilities
What you no longer touch
You (business owner / support manager)
Review the Slack digest each morning to stay across what customers have been told. Approve or edit sensitive message drafts via Slack when flagged (typically 2 minutes per approval). Update the notification status ruleset or message templates when your processes change. Report any unexpected behaviour to support@gofullspec.com.
Manual CRM scanning for status changes. Drafting individual update messages. Chasing agents to check whether a customer was contacted. Manually logging sent communications in HubSpot. Switching between Gmail, Intercom, and Twilio to send updates.
FullSpec
Monitor automation health and alert you to any errors or failed sends. Apply updates to the workflow logic when tools change their APIs or authentication methods. Respond to support requests at support@gofullspec.com within one business day. Provide guidance if you need to adjust sensitivity rules, add new status triggers, or change delivery channels.
Not applicable. FullSpec handles the technical layer end to end.
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05What success looks like
The table below describes what you should expect to see at each stage after go-live, and the signal that confirms the automation is working as intended. If any of the signs of success are not present at the expected timeframe, contact the FullSpec team and we will investigate.
Timeframe
What to expect
Sign of success
Week 1
The automation handles live status changes as they occur in HubSpot. A small number of messages may be flagged for supervisor review while the sensitivity rules bed in. The team receives its first Slack digest summaries. Some manual oversight is normal at this stage.
At least one real customer notification sent automatically per day, with a matching HubSpot activity log entry. Zero missed-status complaints from customers in the first five business days.
Month 1
The automation is handling the full volume of qualifying status changes without manual intervention for standard messages. Supervisor approvals are limited to genuinely sensitive cases. CRM logging is consistent and timestamped. Inbound chase-up tickets begin to fall.
CRM logging rate reaches 100% for all automated sends. Inbound 'where is my order' or 'what is happening with my account' contacts begin to reduce compared to the prior month. Supervisor approval time drops below 5 minutes per case.
Month 3
The automation is running steadily at full volume (~200 touchpoints per month). The support team has reclaimed approximately 18 to 20 hours per month that was previously spent on manual communication tasks. Inbound chase-up tickets are tracking at roughly half their pre-automation volume.
Chase-up ticket volume reduced by 50 to 60% versus baseline. Staff time on outbound updates down to approximately 30 minutes per week (approvals only). The build cost of $3,200 is on track to be recovered within 4 months of go-live.
Next step: share your HubSpot status list with the FullSpec team to open the Connect stage. Once credentials and the status ruleset are confirmed, the build clock starts and FullSpec targets go-live within 20 business days. Reach out any time at support@gofullspec.com.
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