FS-DOC-03Operations
Process Runbook / SOP
Contract Generation and E-sign
[YourCompany.com] · Sales Department · Prepared by FullSpec · [Today's Date]
This runbook is the operational guide for the Contract Generation and E-sign automation. It tells your team exactly what the system does at each step, where human judgement is required, how to handle problems when they arise, and who to call. FullSpec builds, monitors, and maintains the automation end to end. Your team's role is limited to one approval step and the exception responses described in this document. Keep this document accessible to anyone involved in the contract process.
01Process overview
When a deal is marked as Closed Won in HubSpot, this automation takes over the entire contract preparation and delivery process. The Contract Assembly Agent selects the correct template from Google Drive and merges all deal data into a complete draft. That draft is posted in Slack for a sales manager to review and approve. Once approved, the contract is sent to the customer via DocuSign. The Signature Tracking and Follow-up Agent monitors the envelope and sends timed reminder emails through Gmail if the customer has not opened or signed. The moment the customer signs, the Post-Signature CRM and Notification Agent attaches the signed PDF to the HubSpot deal record and posts a completion notification to Slack. The process runs approximately 60 times per month and reduces per-contract time from 90 minutes to around 8 minutes of human effort.
Process name
Contract Generation and E-sign
Trigger
A HubSpot deal stage changes to Closed Won
Final output
Signed PDF attached to the HubSpot deal record, contract status updated, and a Slack notification sent to sales, finance, and delivery teams
Agents running
Contract Assembly Agent, Signature Tracking and Follow-up Agent, Post-Signature CRM and Notification Agent
Tools involved
HubSpot, Google Drive, DocuSign, Gmail, Slack
Weekly volume
Approximately 15 contracts per week (60 per month)
Human checkpoint
Sales manager reviews and approves the draft contract in Slack before it is sent to the customer
Process owner
[Your name] — fill in before circulating
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FS-DOC-03Operations
02Step-by-step: what happens and who acts
What you actually need to do: There is one human step in this entire process. When a draft contract appears in your designated Slack channel, the sales manager opens the Google Drive preview link, checks that the terms, pricing, and customer details are correct, and clicks Approve or Request Changes in the Slack message. Everything before and after that moment is handled automatically by the system.
Step
What happens
Who acts
Type
1
A HubSpot deal is moved to the Closed Won stage. The automation detects this event immediately and reads all deal properties, including customer name, address, pricing, product line, and payment terms, to pass them forward.
System
Automated
2
The Contract Assembly Agent identifies the correct contract template from the library in Google Drive based on the deal type and product line. It merges all deal field values into the document, producing a fully populated draft with no manual copy-paste.
Contract Assembly Agent
Automated
3
The completed draft is posted to the designated Slack channel as a Google Drive preview link. The sales manager receives a prompt to review the document and either approve it or flag changes before the contract is sent externally.
Sales Manager
Human
4
Once the sales manager approves in Slack, the automation creates a DocuSign envelope from the finalised document, places signature and date fields in the correct positions, and dispatches the envelope to the customer contact listed on the HubSpot deal.
System
Automated
5
The Signature Tracking and Follow-up Agent begins monitoring the DocuSign envelope. If the customer has not opened the envelope within 48 hours, a pre-written follow-up email is sent automatically through Gmail. If the envelope is still unsigned at 96 hours, a second reminder is sent.
Signature Tracking and Follow-up Agent
Automated
6
When DocuSign confirms the envelope status as completed, the Post-Signature CRM and Notification Agent picks up the event, downloads the signed PDF, and attaches it directly to the originating HubSpot deal record. The contract status property on the deal is updated to Signed.
Post-Signature CRM and Notification Agent
Automated
7
A Slack notification is posted to the sales, finance, and delivery channels confirming the contract is fully signed. The message tags the relevant rep and includes a link to the deal record so handoff can begin immediately.
System
Automated
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FS-DOC-03Operations
03Handling exceptions
Situation
What the system does
What you do
A required deal field is missing when the deal moves to Closed Won (for example, pricing or customer address is blank)
The Contract Assembly Agent detects the missing field and pauses the run. It sends a Slack alert to the deal owner naming the specific field or fields that need to be completed before the contract can be generated.
The sales rep opens the HubSpot deal record, fills in the missing field, and saves. The automation will retry the contract generation automatically once the field is present. No manual restart is needed.
A duplicate contract run is triggered for the same deal (for example, the deal stage is toggled off and back to Closed Won)
The system checks whether a DocuSign envelope already exists for that deal ID. If one is found, the duplicate run is suppressed and a Slack alert is sent noting that a contract is already in progress for the deal.
Review the Slack alert to confirm the existing envelope is correct. If the original run was in error and a fresh contract is genuinely needed, contact FullSpec support at support@gofullspec.com to void the existing envelope and allow a clean retry.
The correct contract template cannot be identified because the deal type or product line field does not match any entry in the template library
The Contract Assembly Agent flags the deal in Slack, naming the unrecognised deal type value and pausing the run so no incorrect document is produced.
Check the HubSpot deal record and correct the deal type or product line field to match an approved value. If a new deal type genuinely requires a new template, contact FullSpec support so the template can be added to the library and the selection logic updated.
The sales manager does not respond to the Slack approval prompt within a set window (default: 24 hours)
The system sends a follow-up Slack reminder to the same channel after 24 hours. If still no response after a further 24 hours, the run is paused and an alert is escalated to the process owner.
The sales manager should open the Slack prompt, review the Google Drive draft, and either approve or request changes. If the manager is unavailable, the process owner or a named backup should act. Do not bypass the approval step by any other means.
The customer does not respond after both Gmail reminders (48-hour and 96-hour follow-ups have been sent)
The system logs the envelope as stalled and sends a Slack notification to the deal owner after the 96-hour reminder has been sent, so the rep is aware the contract remains unsigned.
The sales rep contacts the customer directly by phone or in a personal email. If the deal is no longer proceeding, the rep should void the DocuSign envelope via the DocuSign dashboard and update the deal stage in HubSpot accordingly. Notify FullSpec support if the envelope needs to be administratively cancelled.
DocuSign is unavailable or returns an error when the automation attempts to create or send the envelope
The system retries the DocuSign API call up to three times with a five-minute gap between attempts. If all three attempts fail, the run is paused and a Slack alert is sent to the process owner with the error detail and the deal reference.
Check the DocuSign status page for any active incidents. If DocuSign is down, wait for service to resume and notify FullSpec support at support@gofullspec.com so the paused run can be manually resumed. If DocuSign is working but the error persists, share the Slack alert detail with FullSpec support for investigation.
04Who to contact and when
Fill in the rows marked with placeholders once your team is confirmed. Share the completed version with everyone involved in the contract process so the right person is always reachable when an exception or question arises.
Role
Name
How to reach them
Process owner (overall responsibility for this automation)
[Your name]
[Your email or Slack handle]
Sales manager (Slack approval step)
[Rep name]
[Rep email or Slack handle]
Backup approver (when sales manager is unavailable)
[Rep name]
[Rep email or Slack handle]
Sales ops lead (template and field queries)
[Rep name]
[Rep email or Slack handle]
FullSpec builder (build changes, new templates, integration issues)
FullSpec team
support@gofullspec.com
FullSpec support (errors, paused runs, urgent issues)
FullSpec support
support@gofullspec.com
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FS-DOC-03Operations
05Ongoing maintenance
Whenever a contract template changes (new version, updated pricing schedule, revised terms)
Do not edit the template file directly in Google Drive without notifying FullSpec. Send the updated template to support@gofullspec.com. The FullSpec team will update the file in the template library and verify that all merge fields still map correctly before the new version goes live.
Process owner notifies FullSpec. FullSpec team updates the automation.
Whenever a new deal type or product line is added to HubSpot
Alert FullSpec support so the template selection logic can be extended to cover the new deal type value. Without this update the assembly agent will flag deals of that type as unrecognised and pause the run.
Sales ops lead or process owner informs FullSpec support.
Monthly spot-check (first week of each month)
Review five to ten recently completed contract runs in HubSpot. Confirm that the signed PDF is attached to each deal, the contract status property reads Signed, and the correct template was used. Flag any discrepancies to FullSpec support.
Process owner or sales ops lead.
Weekly error-log review
Check the Slack automation alerts channel for any paused runs, retry failures, or unresolved exceptions from the previous seven days. Resolve open items or escalate to FullSpec support. Do not allow paused runs to accumulate across more than one week.
Process owner.
Whenever a team member changes role or leaves (approver, deal owner, or notification recipient)
Update the contact table in this document. Notify FullSpec support to update any hard-coded Slack channel memberships or named recipients in the notification and approval steps so messages continue to reach the right people.
Process owner notifies FullSpec support.
Quarterly volume review (every three months)
Compare actual contract volume against the 60-per-month baseline used to size this build. If volume has grown significantly or new template types have been introduced, discuss with FullSpec whether any capacity or logic changes are needed. Review the DocuSign plan tier if envelope usage is approaching limits.
Process owner reviews with FullSpec team.
The most common maintenance issue for this process is an outdated or restructured contract template in Google Drive. If a template file is renamed, moved, or its merge field headings are changed without notifying FullSpec, the Contract Assembly Agent will either select the wrong document or produce a draft with blank fields. Always contact support@gofullspec.com before making any changes to the files in the template library folder.
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