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Process Runbook / SOP
Demo & Discovery Scheduling
[YourCompany.com] · Sales Department · Prepared by FullSpec · [Today's Date]
This runbook is the day-to-day operating guide for the Demo and Discovery Scheduling automation. It tells your sales team exactly what the system handles, what the one human step is, how to deal with exceptions when they arise, and how to keep the workflow running smoothly over time. FullSpec builds and monitors the automation end to end. Your team's role is to review ambiguous leads, keep the email templates current, and escalate anything unusual to FullSpec support.
01Process overview
The Demo and Discovery Scheduling automation takes over the moment a prospect signals interest in a demo. It qualifies the lead, sends a personalised booking link, confirms the meeting, creates the Zoom call, updates HubSpot, and delivers prep materials and reminders to the prospect, all without a rep touching a keyboard. The only moment a person steps in is when a lead score is too ambiguous for the system to route confidently. Everything else is handled automatically across HubSpot, Calendly, Gmail, Google Calendar, Zoom, and Slack. At roughly 40 demo requests per month, the workflow saves the sales team around six hours of manual scheduling work every week.
Process name
Demo & Discovery Scheduling
Trigger
A prospect submits a contact form, replies to an outreach sequence, or is manually flagged as ready to book in HubSpot.
Final output
A confirmed, briefed meeting on the rep's calendar with a live Zoom link, an updated HubSpot deal record, a Slack team notification, and a one-hour reminder sent to the prospect.
Agents running
Lead Qualification Agent, Scheduling and Confirmation Agent, Pre-Call Comms Agent
Tools involved
HubSpot, Calendly, Gmail, Google Calendar, Zoom, Slack
Weekly volume
Approximately 10 demo requests/week (around 40/month)
Human checkpoint
Rep reviews and manually routes ambiguous leads flagged by the Lead Qualification Agent.
Process owner
[Your name] — Sales Lead
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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 entire process. When the Lead Qualification Agent flags a lead as too ambiguous to route automatically, a notification reaches the assigned rep. The rep reviews the contact record in HubSpot and either approves the routing decision or manually selects the correct booking link. That is the full extent of hands-on involvement for a normal demo request. Every other step below runs without any action from your team.
Step
What happens
Who acts
Type
1
HubSpot detects a new demo request. This is triggered by a form submission, a lifecycle stage change, or an outreach reply that meets the watch condition. The automation platform picks this up immediately and passes the contact record to the Lead Qualification Agent.
Automation
Automated
2
The Lead Qualification Agent reads the HubSpot contact record, evaluates the prospect's role, company size, and lead source, and assigns a confidence score. If the score clears the routing threshold, the agent selects the correct Calendly link: a short discovery call link or a full demo link, depending on the lead profile.
Automation
Automated
3
If the lead score falls below the routing threshold, the system flags the contact and sends a notification to the assigned rep. The rep opens the HubSpot record, reviews the prospect's details, and selects the appropriate booking path. Once the rep confirms, the workflow resumes from Step 4.
Sales Rep
Human
4
A personalised email containing the correct Calendly booking link is sent to the prospect via Gmail. The subject line and body are tailored to the prospect's role and the product area they enquired about, using tokens pulled from the HubSpot record.
Automation
Automated
5
If no booking is detected in HubSpot within 48 hours of the initial email, a single follow-up nudge is automatically sent via Gmail. The nudge uses a concise, friendly tone and contains the same booking link. No manual chasing is required from the rep.
Automation
Automated
6
When Calendly registers a confirmed booking, the Scheduling and Confirmation Agent creates a Zoom meeting, generates the unique join link, and adds both the rep and the prospect to a Google Calendar invite that includes the Zoom link.
Automation
Automated
7
The Pre-Call Comms Agent moves the HubSpot deal record to the demo-booked stage, logs the confirmed meeting date as a deal property, and updates the contact activity timeline so the CRM reflects the current state of the deal without any rep input.
Automation
Automated
8
Twenty-four hours before the scheduled call, the Pre-Call Comms Agent assembles a personalised prep email using the prospect's name, company, and meeting topic from HubSpot, then sends it to the prospect via Gmail. This replaces the manual brief that reps previously wrote individually.
Automation
Automated
9
A formatted Slack message is posted to the sales channel summarising the prospect's name, company, scheduled meeting time, and the rep assigned. The wider team has full visibility without anyone sending a manual update.
Automation
Automated
10
Sixty minutes before the call, a short reminder email containing the Zoom link and a one-line agenda is sent to the prospect via Gmail. This fires automatically regardless of what else is in the rep's calendar, eliminating the most common cause of prospect no-shows.
Automation
Automated
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03Handling exceptions
Situation
What the system does
What you do
Lead record is missing key fields (role, company size, or source) needed to score the lead
The Lead Qualification Agent detects incomplete data and automatically flags the contact as unable to auto-route. A notification is sent to the assigned rep via Slack or email with a direct link to the HubSpot record.
Open the HubSpot contact record, fill in the missing fields, and then re-trigger the workflow by updating the lifecycle stage to the demo-interest value. The automation resumes from the scoring step.
A duplicate contact submits a second demo request for the same lead already in the pipeline
HubSpot's native deduplication detects the matching email address and merges or flags the duplicate. The workflow does not fire a second time for a contact already in the demo-booked stage.
If a duplicate slips through and you notice two open deals for the same prospect, merge the records in HubSpot and close the duplicate deal. Contact FullSpec support if duplicates are appearing regularly.
The prospect does not book after receiving both the initial email and the 48-hour follow-up nudge
After the follow-up nudge is sent, the automation marks the contact with a no-booking status in HubSpot and stops sending further automated emails to avoid spamming the prospect.
Review these contacts in HubSpot weekly. If the lead still looks strong, send a personal email or make a direct call. You can re-enter them into the workflow manually by resetting the lifecycle stage if they re-engage.
Zoom meeting creation fails because the Zoom API is unavailable or the rep's OAuth token has expired
The Scheduling and Confirmation Agent retries the Zoom API call up to three times over five minutes. If all retries fail, the system sends an internal alert to the process owner and logs the error against the deal record in HubSpot.
Check the error notification and log into Zoom to manually create the meeting link. Add the link to the existing Google Calendar invite and forward it to the prospect. Contact FullSpec support to refresh the Zoom OAuth token so future bookings work automatically.
The assigned rep does not review and route an ambiguous lead within four hours of the flag being sent
The system sends a second reminder notification to the rep and copies in the sales lead as an escalation. The contact record is marked as pending manual action in HubSpot so it does not fall through the pipeline view.
Route the lead as soon as the escalation arrives. If the rep is unavailable, the sales lead should action it directly in HubSpot. Regularly unresolved flags may indicate the routing threshold needs adjusting; raise this with FullSpec support.
Gmail or Calendly is temporarily unavailable when an email or booking confirmation is due to send
The automation platform queues the outbound action and retries it automatically at five-minute intervals for up to one hour. If the tool remains unavailable beyond that window, an error is logged and an alert is sent to the process owner.
Check the FullSpec error alert for the affected step and the tool's own status page. If the outage resolves within the hour, no action is needed as the queued action will fire once connectivity is restored. For outages beyond one hour, send the booking link or confirmation manually via Gmail and notify FullSpec support so they can clear the queued action.
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04Who to contact and when
Fill in the rows below once your team is confirmed so everyone knows who to call in each situation. The FullSpec rows are fixed and do not need editing.
Role
Name
How to reach them
Process owner (Sales Lead)
[Your name]
[Rep email]
SDR (day-to-day user)
[Your name]
[Rep email]
RevOps (routing logic and CRM changes)
[Your name]
[Rep email]
HubSpot admin (CRM access and deal stage changes)
[Your name]
[Rep email]
FullSpec builder (automation changes, agent updates, new logic)
FullSpec team
support@gofullspec.com
FullSpec support (errors, outages, broken connections, OAuth issues)
FullSpec support
support@gofullspec.com
For any issue where the automation has stopped firing, an email has not sent, or a Zoom link is missing from a calendar invite: contact FullSpec support at support@gofullspec.com first. Do not attempt to edit the automation platform directly. FullSpec holds the build and will resolve it faster with full context.
05Ongoing maintenance
Whenever HubSpot deal stages, contact properties, or lead scoring criteria change
Notify FullSpec before making changes to deal stage names, lifecycle stage values, or any HubSpot property that the routing logic reads. Renaming a stage without updating the workflow will break the CRM update step. FullSpec will update the automation to match.
Process owner notifies FullSpec; FullSpec updates the build.
Whenever the pre-call brief template or booking email copy changes
Send the revised copy to FullSpec. The templates use personalisation tokens tied to HubSpot properties, so formatting and token syntax must be preserved. Do not edit the templates directly inside the email tool.
Sales lead drafts new copy; FullSpec applies it to the workflow.
Monthly spot-check (first week of each month)
Run a quick review of the last month's HubSpot deals tagged as demo-booked. Confirm that Zoom links are present on all calendar invites, pre-call briefs were sent, and no-show rates are tracking at or below 10 percent. Flag anything unusual to FullSpec.
Process owner or RevOps
Weekly error-log review (every Monday)
Check the error alert email from the automation platform for any failed steps in the previous week. Common entries include Zoom API timeouts, Calendly webhook delays, and missing HubSpot property values. Forward unresolved errors to FullSpec support.
Process owner
When a team member joins or leaves (rep or SDR change)
Update the rep assignment logic in HubSpot and notify FullSpec if Zoom meetings are created under individual rep OAuth tokens. Departing rep tokens must be revoked and replaced with the incoming rep's credentials to avoid broken Zoom links.
HubSpot admin notifies FullSpec; FullSpec updates the OAuth configuration.
Quarterly volume review (every three months)
Review the total demo requests processed against the 40/month baseline. If volume has grown significantly, assess whether the current Calendly plan, Zoom account tier, and HubSpot contact limits can support the higher throughput. Share the review with FullSpec so capacity can be adjusted.
RevOps or process owner; FullSpec advises on platform limits.
The single most common maintenance issue for this process is a stale or expired Zoom OAuth token. When a rep's Zoom credentials expire or are revoked, the Scheduling and Confirmation Agent cannot create Zoom meetings and the error surfaces only after a prospect has already booked. Check OAuth token status in the Zoom developer dashboard monthly, or contact FullSpec support to set up automatic token refresh before expiry.
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