FS-DOC-03Operations
Process Runbook / SOP
New Client Onboarding Handoff
[YourCompany.com] · Sales Department · Prepared by FullSpec · [Today's Date]
This runbook describes exactly how the New Client Onboarding Handoff automation works once it is live, what your team is responsible for, and how to handle situations where something does not go as expected. It is written for the people who own and operate this process day to day: sales reps, ops admins, and delivery leads. FullSpec builds, monitors, and maintains the automation itself. Your job is to know the one human step that remains, recognise the exception scenarios, and know who to call if something looks wrong.
01Process overview
When a prospect signs the contract in DocuSign, that single event kicks off a fully automated sequence. The automation updates HubSpot to Closed Won, creates the client folder in Google Drive, builds the Notion workspace, posts the handoff brief to Slack, sends the branded welcome email via Gmail, and logs completion back to HubSpot, all within minutes of the signature landing. The only step your team owns is delivery team assignment: a Slack prompt surfaces everything the delivery lead needs to make that call, but the decision stays human. Before this automation, the same sequence took roughly three hours of manual work spread across four tools and three people. After go-live, the end-to-end time drops to under 30 minutes of human effort per new client.
Process name
New Client Onboarding Handoff
Trigger
Contract reaches fully executed status in DocuSign (webhook fires automatically)
Final output
HubSpot deal marked Closed Won, client folder and Notion workspace live, Slack handoff brief posted, welcome email sent to client, completion logged in HubSpot
Agents running
Handoff Trigger Agent, Workspace Provisioning Agent, Communications Agent
Tools involved
DocuSign, HubSpot, Google Drive, Notion, Slack, Gmail
Weekly volume
Approximately 18 new clients per month (roughly 4 to 5 per week)
Human checkpoint
Delivery lead assigns team members in Slack after receiving the automated handoff brief
Process owner
[Your name] — fill in once confirmed
02Step-by-step: what happens and who acts
What you actually need to do: There is one human step in this process. When the automated Slack handoff brief arrives in the delivery channel, the delivery lead must review it and assign team members to the new client. Everything else in the sequence runs without any action from your team. If the Slack message does not arrive within 10 minutes of a contract being signed, check the exception guidance in Section 03.
Step
What happens
Who acts
Type
1
DocuSign detects that both parties have signed the contract and fires a webhook to the automation platform. No one needs to check DocuSign or send a notification manually.
Automation
Automated
2
The Handoff Trigger Agent receives the webhook payload, extracts the client name, deal value, and contact details from the signed document, and updates the HubSpot deal stage to Closed Won with the close date and contract metadata populated.
Automation
Automated
3
The Workspace Provisioning Agent duplicates the standard Google Drive folder template, renames it for the new client, uploads the signed PDF directly from DocuSign, and shares the folder with the delivery lead.
Automation
Automated
4
The Workspace Provisioning Agent creates a new Notion page from the standard client workspace template, pre-filling it with the client name, scope, contract value, and key contact details pulled from HubSpot.
Automation
Automated
5
If required HubSpot fields are found to be missing or incomplete at this point, the automation posts a prompt to the sales rep in Slack listing exactly which fields need to be filled in. The rep completes the fields in HubSpot (approximately 10 minutes) and the sequence continues automatically.
Sales Rep (if triggered)
Human
6
The Communications Agent posts a structured handoff brief to the designated delivery Slack channel. The brief includes the client name, deal value, scope summary, key contacts, a link to the Notion workspace, and a link to the Google Drive folder.
Automation
Automated
7
The delivery lead reads the Slack brief and assigns team members to the new client. This is the only fully manual decision in the process and requires a judgement call on availability and skill fit. The delivery lead records the assignment in Notion or replies in the Slack thread.
Delivery Lead
Human
8
The Communications Agent sends a branded welcome email to the new client from the account manager's Gmail address. The email is personalised with the client name, engagement summary, and next steps including kickoff scheduling.
Automation
Automated
9
The automation adds a completion note to the HubSpot deal timeline confirming that all onboarding steps ran, the folder is live, the Notion workspace is ready, the Slack brief was posted, and the welcome email was sent. This gives sales leadership a clear audit trail.
Automation
Automated
Process Runbook / SOPPage 1 of 3
FS-DOC-03Operations
03Handling exceptions
Situation
What the system does
What you do
Required HubSpot fields are missing when the automation runs (for example, contract value or scope are blank)
The automation pauses the workspace creation step and sends a Slack message directly to the sales rep listing the exact fields that are incomplete. The sequence holds for up to 24 hours waiting for the fields to be filled.
The sales rep opens HubSpot and completes the flagged fields. The automation resumes automatically once the fields are populated. If the fields are not filled within 24 hours, the automation sends a second reminder and alerts the process owner.
The same client appears to trigger the workflow twice (for example, DocuSign fires a duplicate webhook event)
The automation checks the HubSpot deal record for a duplicate Closed Won entry before creating any assets. If a folder or Notion page already exists for that client, it skips creation and logs a duplicate-detection note on the HubSpot deal timeline.
No action needed in most cases. If you receive a second Slack handoff brief for the same client, check the HubSpot deal timeline. If the duplicate note is present, the second run was suppressed. If both ran, contact FullSpec support so the duplicate assets can be reviewed and merged.
The Google Drive folder template cannot be found or the Notion template page is missing
The automation logs an error on the HubSpot deal timeline and sends an alert to the process owner via Slack, stating which template asset could not be located. The client welcome email is held until the workspace is confirmed.
Locate or restore the Drive template folder and Notion template page to their expected locations (confirmed during setup). Notify FullSpec support at support@gofullspec.com so the automation can be re-triggered for that client without creating duplicates.
The delivery lead does not assign team members after the Slack brief is posted
The automation does not block on this step. The welcome email and HubSpot logging continue on schedule. After 48 hours without a recorded assignment in the Slack thread or Notion page, the automation sends a follow-up reminder to the delivery lead and copies the process owner.
The delivery lead should action the Slack brief within one business day of receiving it. If the reminder arrives, treat it as a prompt to complete the assignment. If the delivery lead is unavailable, the process owner should step in or delegate.
The client's welcome email bounces or is not delivered by Gmail
Gmail returns a delivery failure event. The automation logs the failure on the HubSpot deal timeline and sends a Slack alert to the account manager with the bounce reason and the client's email address.
The account manager verifies the correct email address in HubSpot and updates it if needed. FullSpec support can re-trigger the welcome email step once the address is corrected, without re-running the full sequence.
DocuSign or HubSpot is unavailable when the webhook fires (tool outage or API timeout)
The automation platform retries the failed step up to three times over 15 minutes using exponential backoff. If all retries fail, the run is paused and an error alert is sent to the process owner via Slack with the affected deal name and the step that failed.
Check the DocuSign or HubSpot status page to confirm whether there is a known outage. Once the tool is back online, notify FullSpec support at support@gofullspec.com to manually re-trigger the paused run. Do not attempt to process the onboarding manually, as that will create duplicate records when the automation resumes.
04Who to contact and when
Fill in the rows marked with placeholders once your team is confirmed. The FullSpec rows are fixed and do not change. Use this table as the first reference point whenever something in the process needs attention, an escalation is needed, or a change to the automation is requested.
Role
Name
How to reach them
Process owner (internal)
[Your name]
[Your email or Slack handle]
Sales Operations Lead
[Rep name]
[Rep email]
Delivery Lead
[Delivery Lead name]
[Delivery Lead Slack handle or email]
Account Manager
[Account Manager name]
[Account Manager email]
Ops Admin
[Ops Admin name]
[Ops Admin email]
FullSpec builder (build and change requests)
FullSpec team
support@gofullspec.com — include the process name and a description of the change needed
FullSpec support (errors, outages, re-triggers)
FullSpec support
support@gofullspec.com — include the affected deal name, the step that failed, and the error message from Slack if available
Process Runbook / SOPPage 2 of 3
FS-DOC-03Operations
05Ongoing maintenance
The automation runs without daily attention, but a small number of routine checks keep it accurate and reliable as your team, tools, and client volume evolve. The table below sets out when to check, what to do, and who is responsible.
Whenever a HubSpot field is added, renamed, or removed
Notify FullSpec support so the field mapping used by the Handoff Trigger Agent and Workspace Provisioning Agent can be updated. If a required field is renamed without updating the automation, the data check at Step 5 may produce false errors or skip data.
Process owner, with FullSpec support
Whenever the Google Drive folder template or Notion workspace template is changed
Test a sample run in the sandbox environment before going live with the new template. Confirm the folder structure and Notion page sections still match what the automation expects. Contact FullSpec support if the template layout changes significantly.
Ops Admin, with FullSpec support if layout changes
Monthly spot-check (first week of each month)
Review the last 10 HubSpot deal timelines for new Closed Won deals. Confirm the completion note is present on each. If any are missing, note the deal name and date and report to FullSpec support for investigation.
Process owner or Ops Admin
Monthly error-log review (first week of each month)
Check the Slack channel used for automation alerts. Review any error or warning messages from the previous month. Confirm each was resolved. Flag any recurring errors to FullSpec support for a root-cause review.
Process owner
Whenever a team member changes role, leaves, or joins (Sales Rep, Account Manager, Delivery Lead)
Update the Gmail OAuth authorisation if the outgoing account manager's Gmail address is used for client welcome emails. Update Slack channel memberships and notify FullSpec support if the routing of the handoff brief or error alerts needs to change.
Process owner, with FullSpec support for OAuth updates
Quarterly volume review (every three months)
Compare actual client onboarding volume against the baseline of 18 per month. If volume has grown significantly, confirm the automation platform's run limits are not being approached and that the Notion and Drive workspace naming conventions still hold. Raise any capacity concerns with FullSpec support.
Process owner
The most common maintenance issue for this process is an account manager's Gmail OAuth token expiring or being revoked, which causes welcome emails to fail silently or queue without sending. This typically happens after a password change or a Google Workspace security review. If clients stop receiving welcome emails, check Gmail OAuth authorisation first and contact FullSpec support at support@gofullspec.com to reauthorise the affected account.
Process Runbook / SOPPage 3 of 3