FS-DOC-03Operations
Process Runbook / SOP
Appointment and Booking Management
[YourCompany.com] · Operations Department · Prepared by FullSpec · [Today's Date]
This runbook is the operating guide for the Appointment and Booking Management automation. It tells your operations team exactly what the system handles on its own, what the one remaining human step is, how to respond when something goes wrong, and who to contact for different types of issues. FullSpec builds, tests, and monitors the automation end to end. Your team's role is to handle the small number of exception cases that require human judgement and to keep the configuration current as your business changes.
01Process overview
The Appointment and Booking Management automation covers the full booking lifecycle from the moment a client submits a request to the post-appointment follow-up. When a booking comes in through Calendly or an embedded web form, three agents handle availability, confirmation, CRM logging, deposit collection, reminders, and no-show follow-up without any staff involvement in the routine flow. The only step that stays with your team is managing complex reschedule disputes or refund decisions that require human judgement. This process runs approximately 120 times a month and saves around 7 hours of coordinator time each week.
Process name
Appointment and Booking Management
Trigger
A client submits a booking request via the Calendly link or an embedded web form
Final output
A confirmed calendar event, a confirmation email to the client, a complete HubSpot record, deposit collected where required, reminders sent, and no-show follow-up triggered if needed
Agents running
Booking Intake Agent, CRM and Payment Agent, Reminder and Follow-Up Agent
Tools involved
Calendly, Google Calendar, Gmail, HubSpot, Stripe, Twilio
Weekly volume
Approximately 30 bookings per week (120 per month)
Human checkpoint
Complex reschedule disputes and refund decisions requiring a judgement call
Process owner
Operations Coordinator
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02Step-by-step: what happens and who acts
What you actually need to do: There is one human step in this process. When a client raises a complex reschedule dispute or requests a refund that falls outside the standard policy, the automation flags the case and routes it to you. You review the situation, make the decision, and update the HubSpot record with the outcome. Everything else in the table below runs without you.
Step
What happens
Who acts
Type
1
A client submits a booking request through the Calendly booking page or an embedded web form on your website. The automation detects the submission and begins the booking flow immediately.
Automation
Automated
2
Calendly checks real-time availability against your live Google Calendar. The client selects an open slot directly in Calendly, removing any need for back-and-forth communication about times.
Automation
Automated
3
Once the client confirms a slot, a branded confirmation email is sent automatically via Gmail. The email includes booking details, location or video link, and any preparation instructions you have configured.
Automation
Automated
4
A Google Calendar event is created automatically with the client name, service type, contact details, and a buffer period before and after the appointment. No manual calendar entry is needed.
Automation
Automated
5
The CRM and Payment Agent creates or updates the HubSpot contact and deal record. The booking date, service type, and confirmed status are all logged without staff opening HubSpot.
Automation
Automated
6
If the service requires a deposit, a Stripe payment link is generated and sent to the client automatically. The HubSpot record is updated with a confirmed payment flag once payment is received.
Automation
Automated
7
A reminder SMS via Twilio and a reminder email via Gmail are sent automatically 48 hours before the appointment and again 2 hours before. No staff action is required for reminders to go out.
Automation
Automated
8
If a client cancels or requests a straightforward reschedule within normal policy rules, the automation updates the calendar, adjusts the HubSpot record, and restarts the confirmation sequence. If the request is a complex dispute or falls outside policy, the case is flagged and passed to your team for a decision.
Your team (exceptions only)
Human
9
If the appointment is not marked complete within a set window after the scheduled time, a no-show follow-up email is sent automatically via Gmail and the HubSpot record is updated to reflect the missed appointment.
Automation
Automated
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03Handling exceptions
Situation
What the system does
What you do
A booking request arrives with missing or incomplete information (no service type, no contact details, or a partially completed form)
The automation detects the incomplete submission and sends an automated reply via Gmail asking the client to resubmit with the required fields. The incomplete request is logged in HubSpot with a status of 'Incomplete' and no calendar event is created.
No action needed unless the client does not resubmit within 48 hours. If HubSpot still shows an 'Incomplete' record after that window, follow up directly with the client and complete the record manually.
A duplicate booking is detected for the same client and time slot
The automation identifies the duplicate by matching the client email and appointment time against existing HubSpot records. The second booking is suppressed and the client receives an email confirming their original booking is already in place.
No action needed in most cases. If the client contacts you to insist both bookings are intentional (for example, two separate people using the same email), update HubSpot manually and notify the FullSpec team so the deduplication rule can be reviewed.
A Stripe deposit payment is not received within 24 hours of the payment link being sent
The automation sends a payment reminder via Gmail after 24 hours and again after 48 hours. If payment is still not received after 48 hours, the booking status in HubSpot is updated to 'Pending Payment' and an alert is sent to the process owner.
Review the 'Pending Payment' records in HubSpot each morning. Contact the client directly to confirm intent, and either collect payment manually or cancel the booking and free the slot in Google Calendar.
A client requests a complex reschedule or raises a refund dispute that falls outside the configured policy rules
The automation recognises that the request cannot be resolved by the standard rules. It flags the booking in HubSpot with a status of 'Needs Review', pauses any further automated actions on that record, and sends a notification to the process owner.
This is the one step that requires your direct involvement. Review the flagged record in HubSpot, contact the client to discuss the situation, and make a decision on the reschedule or refund. Update the HubSpot record with the outcome so the automation can resume if the booking continues.
A reminder fails to send because the client phone number is missing or the Twilio SMS is undeliverable
The automation logs the delivery failure and falls back to sending the reminder via Gmail only. The failure is recorded against the HubSpot contact record with a note showing which channel failed.
Check HubSpot weekly for reminder delivery failures. If a client consistently receives no SMS, verify their phone number in HubSpot and update it. If Twilio failures are widespread, contact FullSpec support at support@gofullspec.com.
A connected tool is unavailable due to an outage (Calendly, HubSpot, Stripe, or Twilio goes down)
The automation platform detects the failure and retries the affected action up to three times over a 15-minute window. If the tool remains unavailable after retries, the workflow pauses and an alert is sent to the process owner. Bookings in progress are held in a queue and processed automatically once the tool recovers.
When you receive an outage alert, do not attempt to process bookings manually unless you have also confirmed the outage will last more than one hour. Check the tool's status page directly. If the outage is prolonged and bookings are time-sensitive, contact FullSpec support at support@gofullspec.com for manual intervention guidance.
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04Who to contact and when
Fill in the rows marked with placeholders once your team is confirmed. The FullSpec rows are fixed and should not be changed. Use this table as the first reference whenever an exception occurs, a tool goes down, or a process decision needs to be made.
Role
Name
How to reach them
Process owner (Operations Coordinator)
[Your name]
[Your email or phone]
Backup contact (manager or deputy)
[Backup name]
[Backup email or phone]
HubSpot admin (CRM changes and field updates)
[HubSpot admin name]
[HubSpot admin email]
Stripe account owner (payment policy changes)
[Stripe owner name]
[Stripe owner email]
FullSpec builder (automation changes, configuration updates, and new build requests)
FullSpec team
support@gofullspec.com
FullSpec support (errors, outage alerts, and unexpected behaviour)
FullSpec support
support@gofullspec.com
05Ongoing maintenance
Whenever service types, pricing, or appointment durations change
Update the relevant Calendly event types to reflect the new service options, durations, or pricing. Notify FullSpec if the change affects deposit rules or CRM field values so the automation logic can be updated to match.
Process owner, with FullSpec support if automation config changes are needed
Whenever confirmation, reminder, or no-show email templates need updating
Send the revised template text to FullSpec at support@gofullspec.com. Do not edit templates directly inside the automation platform as formatting errors can cause emails to send incorrectly. FullSpec will update and test the template before it goes live.
Process owner requests the change; FullSpec implements and tests it
Monthly spot-check (first week of each month)
Review five to ten recent bookings end to end in HubSpot. Confirm that confirmation emails were sent, CRM records are complete, deposit flags are accurate, and reminders show as delivered. Flag any gaps to FullSpec.
Process owner
Weekly error-log review (every Monday morning)
Check HubSpot for any records with a status of 'Incomplete', 'Pending Payment', or 'Needs Review'. Resolve outstanding cases or escalate to FullSpec if the issue is technical. Also check for any Twilio SMS delivery failures logged against contact records.
Process owner
When a team member joins, leaves, or changes role
Update the contact table in this runbook. If the departing team member had admin access to Calendly, HubSpot, Stripe, or Twilio, revoke their access and ensure the new owner's credentials are active. Notify FullSpec of any ownership changes so alert routing can be updated.
Operations manager or process owner
Quarterly volume review (every three months)
Compare actual booking volume against the baseline of 120 bookings per month. If volume has grown significantly, review whether Twilio SMS limits, Calendly plan tier, or HubSpot contact limits need upgrading. Share the review with FullSpec to confirm the automation is still performing within its designed capacity.
Process owner, with FullSpec support for capacity assessment
The most common maintenance issue for this process is email and SMS templates falling out of date after service or pricing changes. When your offerings change, reminder and confirmation messages that still reference the old service name or deposit amount create client confusion and undermine trust in the booking process. Make updating templates part of any service change checklist, and always route template changes through FullSpec rather than editing them directly.
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