FS-DOC-03Operations
Process Runbook / SOP
Policy Acknowledgement Tracking
[YourCompany.com] · HR Department · Prepared by FullSpec · [Today's Date]
This runbook is the day-to-day operating guide for your HR team once the Policy Acknowledgement Tracking automation is live. It explains exactly what the system does on its own, what your team is responsible for, how to handle unusual situations, and who to call when something needs attention. FullSpec builds, monitors, and maintains the automation end to end. Your team owns the policy content, reviews escalated cases, and keeps contact information current.
01Process overview
Policy Acknowledgement Tracking is the automated process that issues updated policies to all in-scope employees, collects signed confirmations via DocuSign, sends scheduled reminders to non-signers, escalates persistent cases to line managers, and archives every completed document directly to the employee record in BambooHR. The process starts the moment a policy is marked as published or reaches its review date in BambooHR, and it closes when every employee in scope has either signed or has been formally escalated for human resolution. Three agents share the workload: the Policy Distribution Agent handles the initial send-out, the Reminder and Escalation Agent manages follow-up on a daily schedule, and the Completion and Archiving Agent files documents and generates the final completion report. The only step that remains with your team is the review of employees who have been escalated after repeated non-response, where a human judgment call is required.
Process name
Policy Acknowledgement Tracking
Trigger
A policy document is marked as published or reaches its scheduled review date in BambooHR
Final output
All signed PDFs attached to BambooHR employee records, tracking sheet updated, and completion report distributed to the HR Manager
Agents running
Policy Distribution Agent, Reminder and Escalation Agent, Completion and Archiving Agent
Tools involved
BambooHR, DocuSign, Gmail, Slack, Google Sheets
Weekly volume
3 to 6 policy cycles per year, 20 to 150 employees per cycle
Human checkpoint
HR Manager reviews and resolves employees escalated after day 10 of non-response
Process owner
[Your name], HR Manager
Process Runbook / SOPPage 1 of 4
FS-DOC-03Operations
02Step-by-step: what happens and who acts
What you actually need to do: There is one human step in this process. When the Reminder and Escalation Agent notifies you via Slack that an employee has not signed after day 10, you review that person's situation and decide on the next action, whether that is a direct conversation, a formal exemption, or a delayed acknowledgement. Every other step runs automatically without any action from your team.
Step
What happens
Who acts
Type
1
BambooHR publishes a policy or a scheduled review date is reached. The system detects this event and passes the policy name, version, and target employee group to the Policy Distribution Agent.
Automation
Automated
2
The Policy Distribution Agent queries BambooHR and retrieves the current list of active employees in scope, automatically filtering out anyone on extended leave or recently offboarded.
Automation
Automated
3
A new tracking log is created in the master Google Sheet for this policy cycle, pre-populated with each employee name, email address, department, and a status of pending. No manual spreadsheet setup is needed.
Automation
Automated
4
DocuSign envelopes are created and sent to every employee on the list using the pre-approved policy template, with a personalised greeting for each recipient. The full bulk send is handled programmatically.
Automation
Automated
5
On day 5, the Reminder and Escalation Agent checks who has not yet signed. Those employees receive an automated reminder email via Gmail containing a direct link back to their DocuSign envelope.
Automation
Automated
6
As each employee signs, DocuSign fires a webhook. The Google Sheet row for that employee updates instantly to signed with a timestamp, and the cycle completion percentage recalculates automatically.
Automation
Automated
7
On day 10, any employee who has still not signed receives a Slack direct message. Their line manager receives a separate Slack notification flagging the outstanding item.
Automation
Automated
8
You receive the Slack escalation notification and review the flagged employee's situation. You decide whether to contact them directly, grant an exemption, or take another appropriate action. This is the only step that requires your judgment.
HR Manager
Human
9
Once an employee signs, the Completion and Archiving Agent retrieves the completed DocuSign PDF and attaches it to the correct employee record in BambooHR, linked to the exact policy version. No manual downloading or uploading is needed.
Automation
Automated
10
When all employees in the cycle have either signed or been formally resolved, the Completion and Archiving Agent generates a completion report showing the final sign-off rate and any outstanding cases, then distributes it to the HR Manager.
Automation
Automated
Process Runbook / SOPPage 2 of 4
FS-DOC-03Operations
03Handling exceptions
Situation
What the system does
What you do
An employee's email address or name is missing from BambooHR when the cycle starts
The Policy Distribution Agent logs the incomplete record in the Google Sheet with a status of data error and skips that employee from the DocuSign send. The HR Manager receives a Slack notification listing the affected names.
Correct the employee record in BambooHR. Once updated, FullSpec support can rerun the distribution step for the affected employee, or you can issue a manual envelope for that individual from DocuSign.
An employee appears on the list twice, for example due to a duplicate BambooHR record
The Policy Distribution Agent deduplicates the list by employee ID before sending. If two records share the same ID, only one envelope is sent. The duplicate row is flagged in the Google Sheet for review.
Review the duplicate flag in the tracking sheet and merge or remove the duplicate BambooHR record. Contact support@gofullspec.com if the deduplication logic has incorrectly excluded a real employee.
An employee is offboarded mid-cycle after their DocuSign envelope has already been sent
The Reminder and Escalation Agent skips that employee on all future reminder checks by cross-referencing BambooHR status each day. The Google Sheet row is updated to reflect their departure, and no further reminders are sent.
No action required. If the departed employee's record needs to be formally closed in the tracking sheet, you can update the status column manually to confirm the departure.
An employee does not respond after the day-10 Slack escalation and their manager has also not intervened
The system keeps the employee's status as escalated in the Google Sheet and does not mark the cycle as complete until the record is resolved. No further automated reminders are sent beyond the day-10 escalation.
Contact the employee or their manager directly to resolve the case. Once resolved, update the tracking sheet status to exempted or pending, and if a signed document is eventually received, it will be archived automatically by the system on signature.
DocuSign is unavailable or returns an error when the distribution or archiving agent tries to connect
The automation platform retries the DocuSign connection automatically up to three times over a 30-minute window. If all retries fail, the affected step is paused and you receive a Slack alert and an email notification with details of the failure.
Wait to see if the retry resolves the issue, as DocuSign outages are typically brief. If the alert persists after 30 minutes, check the DocuSign status page and contact support@gofullspec.com so FullSpec can manually trigger the failed step once the service recovers.
A policy template in DocuSign is updated or replaced mid-cycle
The automation uses a version-locked template reference. If the template ID changes, the Policy Distribution Agent will fail on the next cycle trigger and send an error alert via Slack and email to the HR Manager.
Do not change a live DocuSign template without first contacting support@gofullspec.com. FullSpec will update the template reference in the automation before the next cycle runs, ensuring the correct document version is always sent.
04Who to contact and when
Fill in the rows marked with placeholders once your team is confirmed. The FullSpec rows are fixed and do not change. Use this table as your first reference whenever something needs attention inside the process.
Role
Name
How to reach them
Process owner (HR Manager)
[Your name]
[Your email address]
HR Administrator
[Admin name]
[Admin email or Slack handle]
Compliance Officer
[Compliance name]
[Compliance email]
Line manager escalation contact (primary)
[Manager name]
[Manager email or Slack handle]
DocuSign account administrator
[DocuSign admin name]
[DocuSign admin email]
BambooHR account administrator
[BambooHR admin name]
[BambooHR admin email]
FullSpec builder (build and configuration changes)
FullSpec team
support@gofullspec.com
FullSpec support (errors, alerts, and questions)
FullSpec support
support@gofullspec.com
Process Runbook / SOPPage 3 of 4
FS-DOC-03Operations
05Ongoing maintenance
The automation runs with minimal ongoing effort from your team. The tasks below keep it reliable and accurate over time. Most are brief checks rather than active work.
Whenever an employee joins, leaves, or changes role
Update the employee record in BambooHR promptly. The automation reads BambooHR at the start of each cycle, so any employee added or removed before the cycle trigger will be included or excluded correctly. Mid-cycle changes are handled automatically by the Reminder and Escalation Agent on its daily check.
HR Manager or HR Administrator
Whenever a policy document or DocuSign template changes
Do not replace or rename a live DocuSign template without first notifying FullSpec at support@gofullspec.com. FullSpec will update the template reference in the automation before the next cycle. Replacing a template without this step will cause the distribution agent to fail on the next trigger.
HR Manager, with FullSpec support
Monthly spot-check (first week of each month)
Open the master acknowledgement Google Sheet and confirm that all completed cycles show a final status and that no rows are stuck in an unexpected state such as pending beyond their cycle deadline. If any cycle appears stalled, contact support@gofullspec.com.
HR Manager
Monthly error-log review
FullSpec monitors the automation error log and will flag any repeated failures by email. Review any alerts received during the month and confirm with FullSpec that open issues have been resolved. If no alerts were received, no action is needed.
HR Manager, with FullSpec monitoring
When your team structure changes (new HR admin, new managers, or reporting line changes)
Update the contact table in this runbook and notify FullSpec at support@gofullspec.com so that Slack escalation routing and notification addresses can be updated in the automation. Outdated routing will cause escalation messages to go to the wrong person.
HR Manager
Quarterly volume review (every three months)
Review the number of policy cycles run, the average employee count per cycle, and the completion rates in the tracking sheet. If volumes have grown significantly beyond 150 employees per cycle or beyond 6 cycles per year, contact FullSpec to assess whether any configuration adjustments are needed to maintain performance.
HR Manager, with FullSpec
The single most common maintenance issue for this process is a DocuSign template being updated or replaced without the automation being informed first. When this happens, the Policy Distribution Agent cannot locate the correct template and the distribution step fails silently or produces an error alert. Always contact support@gofullspec.com before making any changes to your DocuSign envelope templates, even minor layout or wording edits, to ensure the template reference in the automation is updated at the same time.
Process Runbook / SOPPage 4 of 4