FS-DOC-03Operations
Process Runbook / SOP
Client Reporting Automation
[YourCompany.com] · Operations Department · Prepared by FullSpec · [Today's Date]
This runbook is your day-to-day operating guide for the Client Reporting Automation once it is live. It tells you exactly what the automation does on its own, where your team steps in, how to handle things when something goes wrong, and who to call when you need help. FullSpec builds, monitors, and maintains the automation. Your team owns the process decisions, the client relationships, and the one human checkpoint that sits inside the flow.
01Process overview
Client Reporting Automation runs on a scheduled basis tied to each client account's reporting date. When a due date is reached, the automation pulls the relevant performance data from HubSpot, writes it into a Google Sheets staging tab, refreshes the connected Looker Studio report, drafts a plain-English commentary section, and sends the finished PDF to the correct client contact via Gmail. The entire sequence runs without manual input for standard accounts. For accounts flagged as high-value or sensitive, the commentary draft is held for a short human review before the send step fires. Once the report is delivered, the automation logs the activity in HubSpot and posts a notice to the team Slack channel. The process replaces nine of the eleven manual steps your team previously handled each reporting cycle.
Process name
Client Reporting Automation
Trigger
A scheduled reporting date is reached for a client account (configured in the Google Sheets master schedule)
Final output
A PDF report emailed to the client contact, archived in Google Drive, logged in HubSpot, and confirmed in Slack
Agents running
Report Data Collector; Report Builder and Distributor
Tools involved
HubSpot, Google Sheets, Google Looker Studio, Google Drive, Gmail, Slack
Weekly volume
Approximately 40 reports/month (roughly 10 per week depending on client schedule)
Human checkpoint
Commentary review for accounts flagged as requiring sign-off before send (Account Manager, approx. 5 minutes per report)
Process owner
[Your name] — Operations Manager
Process Runbook / SOPPage 1 of 4
FS-DOC-03Operations
02Step-by-step: what happens and who acts
What you actually need to do: The only step requiring human action is the commentary review for accounts that have the review flag turned on. When the automation is ready for your input, it pauses before the send step and makes the AI-drafted commentary visible for you to read and approve (or lightly edit) in Google Drive. Everything else in this flow runs automatically. If no flagged accounts are in the current cycle, no action is needed from your team at all.
Step
What happens
Who acts
Type
1
The automation platform checks the master schedule in Google Sheets. When a client's reporting date is reached, it reads the client ID, report configuration, and any account flags, then fires the trigger to start the sequence.
Automation
Automated
2
The Report Data Collector agent connects to HubSpot via API and pulls the relevant account activity, deal stage, and contact metrics for the reporting period. All retrieved figures are written into the client's dedicated staging tab in Google Sheets. If any expected data fields are absent, the tab is flagged for review before the next step runs.
Report Data Collector agent
Automated
3
The staging tab is confirmed as fully populated. The Report Builder and Distributor agent triggers the data source refresh on the connected Looker Studio report, pulling all updated figures through into the branded template and populating charts and summary numbers for the current period.
Report Builder and Distributor agent
Automated
4
The AI component of the Report Builder and Distributor agent reads the period-on-period figures from the staging data and produces a short plain-English commentary section. The draft covers notable changes, trends, and any figures that moved significantly since the prior period.
Report Builder and Distributor agent
Automated
5
The automation checks whether the current client account carries a review flag. For standard accounts the flow continues immediately to the export step. For flagged accounts the commentary draft is held and the assigned Account Manager receives a notification to review and approve before the report is sent.
Automation (decision)
Automated
6
For flagged accounts only: the Account Manager opens the draft in Google Drive, reads the AI-generated commentary, makes any light edits needed for tone or context, and approves the report. This step is expected to take around 5 minutes. Once approved, the flow resumes automatically.
Account Manager
Human
7
The completed Looker Studio report is exported as a PDF and saved to the client's dedicated folder in Google Drive. The file is named automatically using the client code and the current reporting period to ensure consistent archiving.
Report Builder and Distributor agent
Automated
8
The automation sends a pre-approved email to the confirmed client contact address via Gmail. The PDF is attached and the approved commentary is included in the email body. The recipient address is read directly from HubSpot to avoid manual confirmation errors.
Report Builder and Distributor agent
Automated
9
A delivery activity record is written to the client's account in HubSpot. The record is timestamped and includes a direct link to the archived PDF in Google Drive, creating a permanent audit trail for every report sent.
Report Builder and Distributor agent
Automated
10
A summary message is posted to the designated Slack channel. It confirms the client name, the reporting period covered, and the exact delivery timestamp so the account team has immediate visibility without checking their inbox or HubSpot.
Report Builder and Distributor agent
Automated
Process Runbook / SOPPage 2 of 4
FS-DOC-03Operations
03Handling exceptions
The automation is built to handle the most common failure scenarios without stopping the whole run. The table below covers what the system does in each situation and what, if anything, your team needs to do in response.
Situation
What the system does
What you do
Expected data is missing from HubSpot for one or more metrics
The Report Data Collector agent flags the affected fields in the Google Sheets staging tab. The run for that client is paused. A Slack alert is posted naming the client and listing the missing fields.
Check HubSpot to confirm whether the data exists but under a different field name, or whether it genuinely has not been recorded for the period. Update the staging tab manually or correct the HubSpot record, then re-trigger the run from the Google Sheets schedule tab. Contact FullSpec at support@gofullspec.com if the field mapping appears to have changed.
A duplicate client record is detected in HubSpot (two active records for the same client)
The automation identifies the conflict and pauses the run for that client. It does not send to either record. A Slack alert is raised with both record IDs.
Review the two HubSpot records and merge or archive the duplicate using standard HubSpot contact management. Once resolved, re-trigger the report run from the schedule tab.
A client contact email address is missing or returns a bounce
Gmail returns a delivery failure. The automation logs the bounce against the HubSpot activity record and posts a Slack alert naming the client and the address that failed.
Look up the correct recipient address, update the HubSpot contact record, and re-trigger the send step. Do not manually forward the PDF as a workaround, as the HubSpot log will not record it correctly.
A flagged account requires human review but no action is taken within 4 hours
The automation sends a reminder notification to the Account Manager via Slack. If no action is taken within 24 hours, a second alert is sent and the run is escalated to the Operations Manager. The report is not sent until the review is completed.
Complete the commentary review in Google Drive as soon as possible. If the assigned reviewer is unavailable, a secondary reviewer can approve the draft using the same link. Contact FullSpec if the review gate needs its timeout or escalation settings adjusted.
Google Looker Studio fails to refresh or the PDF export does not complete
The automation retries the Looker Studio refresh step up to three times with a 5-minute gap between attempts. If all retries fail, the run is paused and a Slack alert is sent with the error detail.
Check whether the Looker Studio connector is still authorised and that the underlying Google Sheets data source is accessible. If the issue persists after re-authorising the connector, contact FullSpec at support@gofullspec.com. In urgent cases, export the PDF manually from Looker Studio and send it while the automated step is being resolved.
HubSpot or Gmail is unavailable due to an outage
The automation detects the failed API call, pauses the affected run, and retries automatically after 15 minutes. If the tool remains unavailable after two retries, the run is queued and will resume once connectivity is restored. A Slack alert confirms the outage is detected and the queue is active.
No immediate action is required. Monitor the Slack alert channel and confirm the queued run completes once the tool is back online. If a report is business-critical and cannot wait, notify the client of a short delay and contact FullSpec to manually trigger the run once the outage clears.
04Who to contact and when
Fill in the team rows below once your team is confirmed. Keep this table up to date whenever roles change so everyone knows where to go when something needs attention.
Role
Name
How to reach them
Process owner (Operations Manager)
[Your name]
[Your email or Slack handle]
Commentary reviewer (Account Manager)
[Rep name]
[Rep email or Slack handle]
Secondary reviewer (backup for flagged accounts)
[Rep name]
[Rep email or Slack handle]
FullSpec builder
FullSpec team
support@gofullspec.com — for build changes, field mapping updates, agent configuration, or new client variants
FullSpec support
FullSpec support
support@gofullspec.com — for errors, unexpected behaviour, outage handling, or anything the runbook does not cover
For anything that affects whether a report goes out to a client, contact FullSpec at support@gofullspec.com rather than attempting to modify the automation configuration directly. Unguided changes to the schedule tab, HubSpot field mappings, or the Looker Studio connector can cause silent failures that are harder to diagnose after the fact.
Process Runbook / SOPPage 3 of 4
FS-DOC-03Operations
05Ongoing maintenance
The automation runs with very little ongoing effort. The tasks below are the only regular actions your team needs to keep it accurate and reliable. FullSpec handles all platform-level monitoring and error alerting in the background.
When a new client is added or an existing client's schedule changes
Add or update the client row in the Google Sheets master schedule tab, including the client ID, reporting frequency, recipient email (confirmed in HubSpot), and any review flag. Notify FullSpec if a new report template variant is needed for the new client.
Operations Manager
When the report template or commentary format needs updating
Update the Looker Studio template directly if the change is visual (colours, layout, logo). For changes to data fields, metric definitions, or commentary prompts, contact FullSpec at support@gofullspec.com so the agent logic and field mapping can be updated to match.
Operations Manager (visual); FullSpec (data or logic changes)
Monthly spot-check (first week of each month)
Review the last 5 to 10 report deliveries in Slack and HubSpot to confirm reports went out on time, PDF files are correctly archived in Google Drive, and HubSpot activity logs are present. Flag any gaps to FullSpec.
Operations Manager
Weekly error-log review (recommend every Monday)
Check the designated Slack alert channel for any flagged runs, paused automations, or retry notices from the prior week. Resolve open items or escalate to FullSpec if the cause is unclear.
Operations Manager
When a team member changes role or leaves
Update the contact table in this runbook. If the departing person was the assigned commentary reviewer for any flagged accounts, update the review assignment in the automation schedule tab or contact FullSpec to reassign the notification routing.
Operations Manager
Quarterly volume review
At the end of each quarter, review the number of reports processed against the expected volume (~40/month). If volume has grown significantly, contact FullSpec to confirm the current configuration scales correctly and that API rate limits remain within safe thresholds. Review the automation cost against the annual saving to confirm the build continues to deliver value.
Operations Manager and FullSpec
The most common maintenance issue for this process is a HubSpot field name change. When HubSpot properties are renamed or reorganised, the data the Report Data Collector agent expects may no longer map correctly, resulting in missing fields in the staging tab and a paused run. If you notice a pattern of missing-data alerts across multiple clients after any CRM configuration change, contact FullSpec at support@gofullspec.com before attempting to edit the schedule tab or connector settings.
Process Runbook / SOPPage 4 of 4