FS-DOC-03Operations
Process Runbook / SOP
Renewal and Contract Expiry Management
[YourCompany.com] · Sales Department · Prepared by FullSpec · [Today's Date]
This runbook is the day-to-day operating guide for the Renewal and Contract Expiry Management automation. It tells your team exactly what the system does on its own, where a person needs to act, and how to handle anything that falls outside the normal flow. FullSpec has built and configured all three agents described here. Your team's only regular responsibility is the single human checkpoint identified in Section 02, plus responding to any exception alerts described in Section 03.
01Process overview
The Renewal and Contract Expiry Management process runs continuously in the background, scanning your HubSpot deal records each morning for contracts entering the 90, 60, and 30-day expiry windows. When a contract is flagged, the system prioritises it by value and urgency, sends staged personalised renewal emails from the account manager's Gmail account, routes the approval request through Slack, delivers the contract via DocuSign, and closes out the renewal by updating HubSpot and raising a new invoice in Xero. The only step that requires a person is deciding whether a client needs a custom proposal rather than the standard terms, which requires commercial judgement the automation cannot apply. Every other action is initiated, logged, and completed by one of the three agents without manual effort.
Process name
Renewal and Contract Expiry Management
Trigger
Daily at 8am, or whenever a HubSpot contract record is updated. Fires when an active contract's expiry date falls within 90 days and no renewal activity is logged.
Final output
Signed contract stored in DocuSign, HubSpot deal moved to Renewed stage, and a recurring invoice raised in Xero.
Agents running
Contract Monitoring Agent, Renewal Outreach Agent, Approval and Closing Agent
Tools involved
HubSpot, Gmail, DocuSign, Slack, Xero, Google Sheets
Weekly volume
30 to 50 contract renewals per month (approximately 8 to 13 per week)
Human checkpoint
Account Manager reviews the daily Slack summary and prepares a manual proposal for any contract flagged as non-standard terms.
Process owner
[Your name], Head of Sales
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02Step-by-step: what happens and who acts
What you actually need to do: Your only required action in the normal flow is to review the daily Slack summary message and, where a contract is flagged as needing custom terms, prepare the renewal proposal manually before confirming it is ready for approval. Every other step runs automatically.
Step
What happens
Who acts
Type
1
Each morning at 8am the Contract Monitoring Agent scans all active HubSpot deal records and identifies every contract whose expiry date falls within the next 90 days and where no renewal activity has been logged. It pulls deal value, contact details, and last activity date, ranks the contracts by days remaining and deal value, writes the prioritised list back to HubSpot, and updates a summary Google Sheet.
Contract Monitoring Agent
Automated
2
The Renewal Outreach Agent sends a personalised renewal email from the assigned account manager's connected Gmail account. The email is populated from an approved template with the client name, contract details, and expiry date. The sent email is immediately logged as an activity on the HubSpot deal record with a timestamp and a stage marker showing the client is at the 90-day outreach point.
Renewal Outreach Agent
Automated
3
If no reply is detected from the client after the 90-day email, the Renewal Outreach Agent automatically queues and sends a follow-up email at the 60-day mark, and again at the 30-day mark. Each follow-up is logged to HubSpot. The sequence pauses automatically the moment a client reply is detected, so no duplicate outreach is sent.
Renewal Outreach Agent
Automated
4
The Approval and Closing Agent sends a Slack message to the assigned account manager summarising which renewals are active, which are awaiting client response, and which have received a reply and are ready to move forward. For any contract flagged as requiring non-standard terms, the message identifies it clearly and prompts the account manager to prepare a manual proposal before proceeding.
Approval and Closing Agent
Automated
5
For contracts flagged as non-standard, the account manager reviews the client's requirements, prepares a custom renewal proposal (including any bespoke pricing or revised terms), and then confirms inside HubSpot or by responding to the Slack message that the proposal is ready for approval. This is the only step in the process that requires a person to act.
Account Manager
Human
6
Once a renewal is ready for approval (either a standard contract confirmed by the account manager, or a custom proposal now prepared), the Approval and Closing Agent sends a structured approval request to the sales manager via Slack. The message includes the deal summary, proposed terms, and a one-click approve or decline action. The approval decision is recorded with a timestamp for audit purposes.
Approval and Closing Agent
Automated
7
On receiving approval in Slack, the Approval and Closing Agent generates the renewal contract from the pre-configured DocuSign template, populates it with the updated client and contract details, and sends it directly to the client contact for electronic signature. If no signature is returned within the defined window, a DocuSign reminder is sent automatically.
Approval and Closing Agent
Automated
8
When DocuSign confirms a signed status, the Approval and Closing Agent updates the HubSpot deal record with the new contract start and end dates, moves the deal stage to Renewed, and raises a recurring invoice in Xero for the new contract term using the standard renewal line item. The signed contract is stored in DocuSign and linked to the HubSpot record.
Approval and Closing Agent
Automated
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03Handling exceptions
Situation
What the system does
What you do
A contract record in HubSpot is missing an expiry date or has a blank deal value field.
The Contract Monitoring Agent skips the record and logs a data quality alert to the Google Sheet summary, flagging the specific deal name and the missing field. The record will not enter the outreach queue until the gap is resolved.
Open HubSpot and populate the missing field on the flagged deal record. The agent will pick it up in the next morning's scan automatically. If you see repeated gaps, contact FullSpec at support@gofullspec.com to adjust the validation rules.
A duplicate contract record exists in HubSpot for the same client, creating two entries for the same renewal.
The monitoring agent detects duplicate contact and expiry combinations and flags them in the Google Sheet without triggering outreach for either record, to avoid the client receiving two sets of renewal emails.
Merge or delete the duplicate deal record in HubSpot, keeping the most complete and up-to-date entry. Once resolved, the next morning's scan will process the single correct record normally.
A client replies to the renewal email but the reply is not detected, causing a follow-up email to be sent after the client has already engaged.
The Renewal Outreach Agent monitors the connected Gmail account for replies using subject line and thread matching. If a reply arrives between scan cycles, the sequence is paused at the next check. A duplicate follow-up sent in this window is logged as a warning in HubSpot.
If a client flags receiving an unnecessary follow-up, acknowledge it and note it in the HubSpot deal record. Alert FullSpec so the reply-detection sensitivity can be reviewed and adjusted.
The account manager does not respond to the Slack summary within 48 hours for a contract requiring a custom proposal.
The Approval and Closing Agent sends a reminder Slack message to the account manager at the 48-hour mark. If there is still no action after a further 24 hours, a secondary alert is sent to the process owner named in this runbook.
Review the Slack alert and either prepare the proposal or reassign the contract to another account manager in HubSpot. If you need to change the escalation contact, notify FullSpec so the Slack routing can be updated.
A client does not sign the DocuSign contract within the defined response window (default 7 days).
DocuSign sends an automatic reminder to the client at the 3-day mark. If the document remains unsigned at 7 days, the Approval and Closing Agent sends a Slack alert to the account manager flagging the outstanding signature and marking the deal record in HubSpot as pending client signature.
Contact the client directly to understand the hold-up. If they need revised terms, decline the DocuSign envelope, update the proposal, and re-confirm approval through the standard Slack approval step to send a new envelope.
A connected tool (HubSpot, Gmail, DocuSign, Slack, or Xero) is temporarily unavailable due to an outage or authentication error.
The automation platform retries the failed action up to three times with a 15-minute interval between attempts. If all retries fail, the affected step is logged as an error in the run history and a Slack alert is sent to the process owner. The workflow pauses at the failed step rather than skipping it.
Check the relevant tool's status page to confirm whether it is a platform-wide outage. If credentials have expired (for example, a Gmail authorisation lapse), follow the re-authentication steps in the onboarding notes or contact FullSpec at support@gofullspec.com for assistance. Once the tool is back, the paused step can be retried manually from the automation platform's run log.
04Who to contact and when
Fill in the rows below once your team is confirmed. Keep this table updated whenever a team member changes role or leaves, and notify FullSpec if any change affects the Slack routing or Gmail connections used by the automation.
Role
Name
How to reach them
Process owner (Head of Sales)
[Your name]
[Your email or Slack handle]
Primary account manager
[Rep name]
[Rep email or Slack handle]
Secondary account manager
[Rep name]
[Rep email or Slack handle]
Sales manager (approvals)
[Manager name]
[Manager email or Slack handle]
FullSpec builder
FullSpec
support@gofullspec.com
FullSpec support
FullSpec support team
support@gofullspec.com
Contact FullSpec at support@gofullspec.com whenever: a Gmail or HubSpot authentication error cannot be resolved by re-authorising the connection; the Slack approval routing needs to be changed to a new channel or user; a new account manager joins and needs their Gmail account connected to the outreach agent; or the DocuSign contract template changes significantly.
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05Ongoing maintenance
Whenever a new contract is added or an existing contract's terms change
Ensure the HubSpot deal record has the correct expiry date, deal value, and assigned account manager populated. The Contract Monitoring Agent relies on these three fields to function correctly. Incomplete records are skipped and flagged, not processed.
Account Manager
Whenever the renewal email templates need updating (tone, pricing language, branding, or offer)
Send the revised copy to FullSpec at support@gofullspec.com. Template changes inside the automation platform and DocuSign must be updated by the FullSpec team to ensure merge fields remain correctly mapped. Do not edit the live templates directly.
Process owner raises the request; FullSpec applies the change
Monthly spot-check (first week of each month)
Review the Google Sheets summary report to confirm all contracts due in the coming 60 days are present and correctly ranked. Cross-check a sample of five deal records in HubSpot to confirm outreach emails have been logged as activities. Flag any gaps to FullSpec.
Process owner or designated Account Manager
Weekly error-log review (every Monday morning)
Open the Google Sheets summary and check the error and warning tab for any flagged records from the prior week. Resolve data quality gaps in HubSpot and escalate any tool authentication errors to FullSpec if they have not self-resolved.
Process owner
When a team member joins, leaves, or changes role
Notify FullSpec immediately. Account managers who leave must have their Gmail connection removed from the Renewal Outreach Agent and replaced with the new account manager's authorised account. Sales manager changes affect Slack approval routing. Both require a FullSpec configuration update.
Process owner notifies FullSpec; FullSpec applies the update
Quarterly volume review (every three months)
Review total renewals processed, cycle time from flag to signed contract, and CRM logging rate against the target KPIs (98% on-time outreach, 9-day average cycle time, 100% logging rate). If volume has grown significantly above 50 renewals per month, discuss capacity and configuration adjustments with FullSpec.
Process owner, with FullSpec providing run data on request
The single most common maintenance issue for this process is an expired or revoked Gmail OAuth connection. When an account manager's Google authorisation lapses (typically after 6 months of inactivity or a Google Workspace password reset), the Renewal Outreach Agent will fail silently and outreach emails will not be sent. Check the error log weekly and contact FullSpec immediately if a Gmail connection error appears.
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