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Process Runbook / SOP
Sales Pipeline Management
[YourCompany.com] · Sales Department · Prepared by FullSpec · [Today's Date]
This runbook is your day-to-day operating guide for the automated Sales Pipeline Management process. It explains what each agent does, what your team is responsible for, how to handle problems when they arise, and how to keep the system running well over time. FullSpec builds, monitors, and maintains the automation end to end. Your team's role is limited to a single human step and the light-touch maintenance tasks described in this document.
01Process overview
Sales Pipeline Management covers every task between a new lead entering HubSpot and a deal being marked won or lost. Before automation, reps and managers manually logged activities, updated stages, scheduled follow-ups, spotted stalled deals, and produced weekly pipeline reports, consuming 6 to 8 hours per week across the team. After automation, three agents handle deal validation, owner assignment, stage-triggered emails, follow-up task creation, stall detection, and daily reporting without manual input. The only step that stays human is logging call and meeting notes, which requires context and judgement that automation cannot reliably replicate.
Process name
Sales Pipeline Management
Trigger
A deal is created in HubSpot, its pipeline stage changes, or a deal has had no activity logged for more than 5 business days
Final output
An up-to-date HubSpot deal record, a sent stage email from the rep's Gmail account, a follow-up task in the rep's queue, a Slack stall alert where needed, and a refreshed Google Sheets pipeline report
Agents running
Pipeline Admin Agent, Deal Health Monitor, Pipeline Reporting Agent
Tools involved
HubSpot, Gmail, Slack, Google Sheets, Calendly
Weekly volume
Approximately 40 active deals at any time, with 15 to 25 stage changes per week
Human checkpoint
Log call and meeting notes in HubSpot after each prospect interaction (Sales Rep)
Process owner
[Your name], Sales Manager
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02Step-by-step: what happens and who acts
What you actually need to do: The only step your team is responsible for in this process is logging call and meeting notes directly in the HubSpot deal record after each prospect interaction. Every other step listed below runs automatically. Reps should log notes as soon as possible after a call or meeting, as the Deal Health Monitor uses activity timestamps to determine whether a deal has stalled.
Step
What happens
Who acts
Type
1
A deal record is created in HubSpot, either manually by a rep, via a lead form submission, or when a meeting is booked through Calendly. This event triggers the Pipeline Admin Agent immediately.
System / Calendly / Rep
Automated
2
The Pipeline Admin Agent checks the new deal record for missing required fields such as deal value, expected close date, and assigned owner. It auto-fills gaps where contact data is available in HubSpot and flags any fields it cannot resolve.
Pipeline Admin Agent
Automated
3
The agent applies your territory and value-tier rules to assign the correct deal owner and confirm the right starting pipeline stage in HubSpot. No rep or manager input is needed for standard assignments.
Pipeline Admin Agent
Automated
4
A personalised stage-appropriate email is sent from the assigned rep's Gmail account using the correct template for the current pipeline stage. Prospect-specific fields such as name, company, and deal context are merged automatically.
Pipeline Admin Agent
Automated
5
A follow-up task is created in HubSpot with the correct due date based on the stage rules configured during setup. The task is assigned to the deal owner and appears in their HubSpot task queue.
Pipeline Admin Agent
Automated
6
After each call or meeting with a prospect, the assigned sales rep logs notes directly into the HubSpot deal record. This is the only manual step in the process. Notes should include what was discussed, any commitments made, and the agreed next action.
Sales Rep
Human
7
The Deal Health Monitor runs a daily check across all open deals. Any deal with no logged activity for 5 or more business days is identified as stalled. An automated Slack alert is sent to both the deal owner and their manager, including the deal name, days since last activity, and a direct link to the HubSpot record.
Deal Health Monitor
Automated
8
Once each business day, the Pipeline Reporting Agent pulls current deal data from HubSpot and writes a structured summary row to the live Google Sheets pipeline report. The report covers stage distribution, deal value, days in stage, and close rate trends. No export or manual formatting is needed.
Pipeline Reporting Agent
Automated
9
When any deal is marked won or lost in HubSpot, the Pipeline Reporting Agent immediately logs the close reason, updates the Google Sheets report, and triggers the appropriate next workflow such as a handoff to onboarding for won deals or a re-engagement sequence for lost deals.
Pipeline Reporting Agent
Automated
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03Handling exceptions
Situation
What the system does
What you do
A deal record is missing required fields that the agent cannot auto-fill (for example, deal value or expected close date)
The Pipeline Admin Agent flags the record in HubSpot using a deal property tag and pauses the email and task-creation steps for that deal until the missing data is present.
The assigned rep receives a HubSpot task notification prompting them to complete the missing fields. Once fields are filled, the agent resumes the flow automatically. If the task is not completed within 24 hours, the manager receives a Slack reminder.
A duplicate deal record is detected for the same contact and stage
The Pipeline Admin Agent identifies records with matching contact email and pipeline stage created within a 48-hour window and flags both records with a duplicate tag in HubSpot. It does not send emails or create tasks for the suspected duplicate.
Review the flagged records in HubSpot and merge or delete the duplicate. The automation will resume for the surviving record once the duplicate tag is removed.
A stage-triggered email cannot be sent because the rep's Gmail account is not connected or send-on-behalf access has lapsed
The Pipeline Admin Agent logs a send failure against the deal record in HubSpot and sends a Slack alert to the rep and the process owner with details of the deal and the reason for the failure.
Reconnect the rep's Gmail account to the automation platform. FullSpec can walk you through this step. Once reconnected, manually send the email for the affected deal or ask FullSpec to trigger a retry. Contact support@gofullspec.com if the issue persists.
A rep receives a stall alert in Slack but does not take action on the deal within 2 business days
The Deal Health Monitor sends a second Slack alert escalated to the sales manager, noting that the deal has now been stalled for 7 or more business days and that the first alert was not acted on.
Review the deal with the rep in your next check-in. If the deal is dead, mark it lost in HubSpot with a close reason so the reporting agent can log it correctly. If it is still live, ask the rep to log an activity note to reset the stall timer.
A prospect does not respond to a stage-triggered email and the deal sits with no inbound activity
The Deal Health Monitor flags the deal as stalled after 5 business days and sends the standard Slack alert. It does not automatically send follow-up emails beyond the initial stage email, as further outreach decisions require rep judgement.
Review the Slack alert and decide on the next outreach step. Log your decision as a note in HubSpot so the activity timer resets. If you want automated follow-up sequences added, contact FullSpec to discuss extending the flow.
HubSpot or Google Sheets is unavailable due to an outage or API error
The automation platform logs the failed run with a timestamp and retries automatically at 15-minute intervals for up to 2 hours. If the tool remains unavailable after 2 hours, the process owner receives a Slack notification listing the affected deals and steps.
Check the status page for the affected tool (HubSpot: status.hubspot.com, Google: workspace.google.com/status). No manual action is needed during the retry window. If the outage extends beyond 2 hours, manually update urgent deal stages in HubSpot and note any stage emails that need to be sent manually. Once the tool recovers, the automation resumes and catches up on queued actions.
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04Who to contact and when
Fill in the rows below once your team is confirmed. These contacts should be reviewed whenever roles change. For any issue with the automation itself, including failed runs, incorrect assignments, or missing alerts, contact the FullSpec team directly.
Role
Name
How to reach them
Process owner (Sales Manager)
[Your name]
[Your email or Slack handle]
Sales Operations lead
[Your name]
[Rep email]
Sales Rep team lead
[Your name]
[Rep email]
Google Workspace admin (for Gmail reconnection)
[Your name]
[Rep email]
HubSpot admin (for field and pipeline changes)
[Your name]
[Rep email]
FullSpec builder
FullSpec team
support@gofullspec.com
FullSpec support (all automation issues)
FullSpec support
support@gofullspec.com
For any automation failure, missed alert, or unexpected behaviour in HubSpot, Gmail, Slack, or Google Sheets, contact FullSpec at support@gofullspec.com before making manual changes to the workflow. Uncoordinated edits to deal stages or pipeline settings can cause the automation to misfire or skip steps.
05Ongoing maintenance
Whenever pipeline stage names or deal property fields change in HubSpot
Notify FullSpec before making the change. Stage name changes break trigger conditions in the Pipeline Admin Agent and can cause deals to be skipped or misrouted. FullSpec will update the automation configuration to match the new field names before the change goes live in HubSpot.
Process owner notifies FullSpec; FullSpec updates the automation
Whenever a stage-triggered email template is updated or a new stage is added
Send the updated template text and any new stage-to-template mappings to FullSpec at support@gofullspec.com. FullSpec will update the Pipeline Admin Agent's email logic and confirm the change is live before the next send.
Process owner sends updated copy; FullSpec deploys
Monthly spot-check (first Monday of each month)
Review the Google Sheets pipeline report to confirm deal data looks accurate and the daily refresh is running. Check that the last-updated timestamp on the sheet is from the previous business day. Spot-check three to five recent deals in HubSpot to confirm stage emails were sent and follow-up tasks were created correctly.
Process owner or Sales Operations lead
Weekly error-log review (every Friday)
The automation platform logs any failed runs, skipped steps, or retry events. FullSpec will surface these in a brief weekly digest sent to the process owner. Review the digest and flag anything unexpected. Most errors resolve within the automatic retry window, but persistent failures should be reported to FullSpec.
Process owner reviews; FullSpec investigates flagged items
Whenever a rep joins, leaves, or changes territory
Update the deal owner assignment rules table and notify FullSpec. The Pipeline Admin Agent applies territory and value-tier rules from this table. If a departing rep's Gmail account is disconnected before the automation is updated, stage emails for their deals will fail. Give FullSpec at least one business day notice before access is removed.
Sales Manager updates rules table; FullSpec updates agent configuration
Quarterly volume review (every three months)
Review the total number of deals processed, stage emails sent, and stall alerts fired against the expected weekly volume of 15 to 25 stage changes. If volume has grown significantly, confirm that the current automation platform tier and HubSpot API limits are sufficient. FullSpec will advise on any capacity adjustments needed.
Process owner reviews volume data; FullSpec advises on capacity
The most common maintenance issue for this process is a HubSpot pipeline stage rename or deal property field change made without notifying FullSpec first. When stage names change in HubSpot without a matching update to the automation configuration, the Pipeline Admin Agent stops recognising the trigger condition and deals move through the pipeline without emails, tasks, or stall monitoring. Always contact FullSpec at support@gofullspec.com before renaming stages or adding new required fields.
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