FS-DOC-03Operations
Process Runbook / SOP
End-of-day / Shift Handover
[YourCompany.com] · Operations Department · Prepared by FullSpec · [Today's Date]
This runbook describes how the automated End-of-day / Shift Handover process works in practice, what your team needs to do, how to handle problems when they arise, and how to keep the system running reliably over time. FullSpec builds, monitors, and maintains the automation end to end. Your team's only ongoing responsibility is the single human review step at the end of each shift. Read this document once at launch and keep it accessible to any team lead or operations manager who runs shifts.
01Process overview
At the end of every shift, the automation detects the scheduled shift-end time, prompts all outgoing staff via Slack to complete a short Google Form, collects their responses into a structured Google Sheets log, and then compiles a consistent handover report. That report is distributed automatically to the relevant Slack channel, emailed to the incoming manager via Gmail, filed in Notion for the audit trail, and, where unresolved incidents are flagged, a PagerDuty alert is raised immediately. The incoming shift lead then reviews the delivered report and confirms receipt. Nothing else is required from your team on a normal shift.
Process name
End-of-day / Shift Handover
Trigger
Shift-end time is reached, or a team lead logs a shift-close event in Google Sheets
Final output
A formatted, distributed handover report in Slack and Gmail, filed to Notion, with PagerDuty alerts raised for any unresolved incidents
Agents running
Handover Collector Agent, Handover Compiler Agent
Tools involved
Slack, Google Forms, Google Sheets, Notion, Gmail, PagerDuty
Weekly volume
Approximately 10 handover reports per week
Human checkpoint
Incoming shift lead reviews and confirms the delivered report (approximately 8 minutes)
Process owner
[Your name] — Operations Manager
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02Step-by-step: what happens and who acts
What you actually need to do: The only human step in this process is the incoming shift lead opening the delivered report in Slack or Gmail, reading it, and confirming receipt. Everything else, including prompting staff, collecting responses, compiling the report, distributing it, filing it, and raising escalation alerts, is handled automatically by the system.
Step
What happens
Who acts
Type
1
The automation platform detects the scheduled shift-end time or receives a manual shift-close entry in Google Sheets. This is the event that starts the entire handover workflow.
System
Automated
2
The Handover Collector Agent sends a structured Slack message to every member of the outgoing shift. The message includes a direct link to the Google Form and asks staff to submit their task statuses, incident notes, and any equipment flags within a ten-minute response window.
Handover Collector Agent
Automated
3
Staff complete the Google Form on their phone or desktop. Each response is timestamped and attributed by staff member, then appended automatically to the structured Google Sheets log. No copy-paste or manual data entry is involved.
System (Google Forms to Google Sheets)
Automated
4
Once the response window closes, the Handover Collector Agent checks for missing submissions and flags any staff member who did not respond. The flags are recorded in the Google Sheets log alongside the responses that were received.
Handover Collector Agent
Automated
5
The Handover Compiler Agent reads the completed Google Sheets log, groups entries by category (tasks, incidents, equipment, open items), and writes a structured handover report in plain English. The format is identical regardless of which team lead was on duty.
Handover Compiler Agent
Automated
6
If the compiled report contains any unresolved incidents or high-priority equipment flags, the automation immediately raises a PagerDuty alert to notify the on-call operations contact. This happens before the report is distributed so the right person is already aware.
System (PagerDuty)
Automated
7
The compiled handover report is posted to the designated operations Slack channel. Critical or unresolved items are highlighted within the message so the incoming team can see priorities at a glance.
System (Slack)
Automated
8
A copy of the full report is emailed via Gmail to the incoming shift manager and any on-call contacts listed for that shift. This ensures delivery even if Slack is not checked immediately at shift start.
System (Gmail)
Automated
9
The finalised report is saved automatically to the correct Notion database page for that shift date, creating a searchable, timestamped audit trail without any manual filing by the team lead.
System (Notion)
Automated
10
The incoming shift lead reads the report in Slack or their email inbox, notes any open items or incidents that need immediate attention, and confirms receipt. If anything in the report needs urgent follow-up that was not already escalated via PagerDuty, the incoming lead raises it directly with the relevant person.
Incoming Shift Lead
Human
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03Handling exceptions
Situation
What the system does
What you do
One or more staff members do not complete the Google Form before the response window closes
The Handover Collector Agent flags the missing staff members in the Google Sheets log and notes the gap in the compiled report under a 'Missing responses' section. The report is still generated and distributed on time using the data that was submitted.
Check the report for the missing names. If the absent data is critical (for example, a staff member responsible for an active incident did not respond), contact them directly via Slack or phone before the incoming shift starts. For non-critical gaps, the incoming lead notes the outstanding item and follows up at the start of their shift.
A staff member submits a duplicate form response (for example, they submitted twice because they thought the first did not go through)
The Google Sheets log records both entries with separate timestamps. The Handover Compiler Agent is configured to use the most recent submission per staff member and flag the duplicate in the log.
No immediate action is required. If the compiled report appears to contain a contradiction that came from a duplicate entry, note it in Slack as a correction and contact FullSpec support if duplicates are occurring regularly so the deduplication logic can be reviewed.
A referenced task, incident reference number, or equipment tag in the form response does not match any existing entry in the Google Sheets log
The Compiler Agent flags the unmatched reference in the report under an 'Items to verify' section rather than silently dropping it. The report is distributed with the flag visible.
The incoming lead reviews the flagged item and checks whether it represents a new incident that was never formally logged or a data entry error. If it is a real incident, log it manually in Google Sheets and update the Notion record. If it is an error, no further action is needed.
The incoming shift lead does not confirm receipt or does not review the report within 30 minutes of it being delivered
The system does not auto-escalate a missed review because this is a human confirmation step. The report has already been delivered and is accessible in both Slack and Gmail.
Your operations manager should set a team expectation that report review is completed within 20 minutes of shift start. If the incoming lead is absent or delayed, the operations manager or a nominated deputy should confirm receipt and flag any urgent items. Contact FullSpec support if you want an automatic Slack reminder added for unconfirmed reviews.
An unresolved incident flagged in the report does not generate a PagerDuty alert as expected
The automation logs a workflow error in the system's error log and attempts a single retry. If the PagerDuty call fails on retry, the report is still delivered to Slack and Gmail with the unresolved incident clearly marked in the report body.
If you notice a critical incident in the report but no PagerDuty alert was received, contact the on-call operations contact directly via phone or Slack. Then email support@gofullspec.com with the shift date and time so the FullSpec team can investigate the failed alert and confirm whether the PagerDuty connection needs reconfiguration.
A tool is unavailable at shift-end time (for example, Notion is down or Slack is experiencing an outage)
The automation retries the affected step up to three times over a five-minute window. For Slack outages, the Gmail delivery still proceeds independently. For Notion filing failures, the report data is held temporarily and the filing step is retried once the service recovers. A workflow error is logged in all cases.
If staff report that the Slack prompt did not arrive at shift end, team leads should manually post the Google Form link into the relevant Slack channel or distribute it directly. If Notion filing continues to fail after the retry window, email support@gofullspec.com. The compiled report is still available in Slack and Gmail in the meantime, so the incoming team is not left without information.
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04Who to contact and when
Fill in the rows below once your team is confirmed. Keep this table updated any time a role changes hands so the right person is always reachable during a shift. The FullSpec rows are fixed and do not change.
Role
Name
How to reach them
Process owner (Operations Manager)
[Your name]
[Your email or phone]
Senior Team Lead (first point of call for shift issues)
[Rep name]
[Rep email or Slack handle]
On-call operations contact (receives PagerDuty alerts)
[Rep name]
[Rep email or phone]
FullSpec builder (build and technical changes)
FullSpec team
support@gofullspec.com
FullSpec support (errors, outages, urgent issues)
FullSpec support
support@gofullspec.com
For any issue where the automation is not running, a report has not been delivered, or a PagerDuty alert has failed, contact support@gofullspec.com immediately. Include the shift date, the time the issue occurred, and a brief description of what was expected versus what happened. The FullSpec team will investigate and respond.
05Ongoing maintenance
Any time the Google Form fields change (new task categories, updated equipment lists, new incident types)
Notify FullSpec before making any form changes. The Sheets log column mapping and the Compiler Agent prompt must be updated at the same time to prevent data mismatches. Do not edit the form structure without first confirming the update with FullSpec support.
You (request) + FullSpec (implement)
Any time the handover report template or format needs to change (new sections, different grouping, revised language)
Send the requested changes to support@gofullspec.com with a description of what the new format should look like. The FullSpec team will update the Compiler Agent logic and test it against a sample shift before redeployment.
You (request) + FullSpec (implement)
Monthly spot-check (first week of each month)
Review two or three recent handover reports in Notion and Slack to confirm they are complete, correctly formatted, and accurately reflect what was submitted via the form. Check that PagerDuty alerts were raised for any shift that contained an unresolved incident.
Process owner
Monthly error-log review (first week of each month)
Contact FullSpec to request a summary of any workflow errors, failed retries, or skipped steps logged in the previous month. Review whether any recurring errors need a permanent fix.
Process owner + FullSpec
When a team member joins, leaves, or changes role
Update the contact table in this runbook. If the departing person was listed as an on-call contact in PagerDuty, notify FullSpec so the escalation contact list can be updated before the next shift runs.
Process owner
Quarterly volume review (every three months)
Check whether shift volume has changed significantly (more shifts per day, additional sites, or seasonal peaks). If the number of shifts has grown, review whether the current trigger setup and Sheets log structure can handle the increased volume without hitting tool rate limits.
Process owner + FullSpec
The most common maintenance issue for this process is a change to the Google Form (adding or renaming a field) that is not communicated to FullSpec before it goes live. When form fields change without a matching update to the Sheets column mapping, the Compiler Agent receives incomplete or misaligned data and the resulting report will have gaps or incorrect groupings. Always contact FullSpec before editing the form.
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