FS-DOC-03Operations
Process Runbook / SOP
Sales Rep Activity Tracking
[YourCompany.com] · Sales Department · Prepared by FullSpec · [Today's Date]
This runbook is the day-to-day operating guide for the Sales Rep Activity Tracking automation. It tells your team exactly what the system does on its own, what the one remaining human step looks like, and how to handle anything that falls outside the normal flow. FullSpec builds and maintains the automation end to end. Your team's job is to handle the single manual checkpoint described in Section 02 and to follow the exception and maintenance guidance in Sections 03 to 05.
01Process overview
Sales Rep Activity Tracking automates the capture, logging, and daily reporting of every call, email, and meeting your reps complete. Activity signals from Gmail, Google Calendar, and Zoom are detected automatically, matched to the correct HubSpot contact and deal, converted into structured notes, and used to generate follow-up tasks and a morning Slack digest. Managers get an accurate, live activity feed without chasing reps, and reps recover several hours a week previously spent on manual CRM admin. The process runs continuously throughout the working day, with a scheduled evening reporting run at 6 PM.
Process name
Sales Rep Activity Tracking
Trigger
A Google Calendar event ends, a Zoom meeting concludes, or an outbound Gmail is sent to a HubSpot contact
Final output
A structured HubSpot activity log entry, a follow-up task assigned to the rep, an updated Google Sheets activity tracker row, and a morning Slack digest posted to the sales channel
Agents running
Activity Capture Agent, Follow-Up and Task Agent, Reporting and Nudge Agent
Tools involved
HubSpot, Gmail, Google Calendar, Zoom, Google Sheets, Slack
Weekly volume
Approximately 120 logged activities per rep per month (continuous throughout the working day)
Human checkpoint
Manually create a HubSpot contact record when an attendee or email recipient is not found in the CRM
Process owner
[Your name] - Sales Manager / Sales Ops Lead
Process Runbook / SOPPage 1 of 4
FS-DOC-03Operations
02Step-by-step: what happens and who acts
What you actually need to do: The only step that requires human action is Step 4. When the Activity Capture Agent cannot match an attendee or email recipient to an existing HubSpot contact, it flags the record in Slack. A sales rep or ops lead must then create the missing HubSpot contact manually so the activity log can be associated correctly. Every other step in this process runs automatically without any input from your team.
Step
What happens
Who acts
Type
1
An activity signal is detected. The automation platform monitors Gmail, Google Calendar, and Zoom in real time. When a calendar event marked with a prospect or customer ends, a Zoom meeting concludes, or an outbound Gmail is sent to a known address, the flow is triggered immediately without any rep action.
System
Automated
2
The signal is matched to a HubSpot contact and deal. The Activity Capture Agent looks up the attendee email addresses from the calendar invite, the Zoom participant list, or the Gmail recipient field against existing HubSpot contact records. If a match is found, the contact and deal IDs are passed downstream.
Activity Capture Agent
Automated
3
A structured activity summary is generated. The agent reads the event title, duration, attendee list, and any attached Zoom transcript or Gmail body, then produces a clean, consistent note covering the interaction type, key topics discussed, stated outcomes, and any next steps mentioned during the conversation.
Activity Capture Agent
Automated
4
Unmatched contact is created manually. If no matching HubSpot contact is found, the system posts an alert to the sales Slack channel with the unrecognised email address and the activity details. A rep or ops lead creates the contact in HubSpot. Once created, the system retries the match and logs the activity automatically.
Sales Rep or Ops Lead
Human
5
The activity is logged in HubSpot. The automation platform writes the structured note to the matched HubSpot contact and deal record as a completed activity log entry. The activity type, outcome, and timestamp are set automatically, and the rep's name is stamped as the associated owner.
Activity Capture Agent
Automated
6
A follow-up task is created in HubSpot. The Follow-Up and Task Agent reads the generated activity note and identifies any next steps or committed follow-up dates. It creates a HubSpot task assigned to the rep with the correct due date extracted from the note, or defaults to three business days out if no date is stated.
Follow-Up and Task Agent
Automated
7
The Google Sheets activity tracker is updated. Each evening at 6 PM the Reporting and Nudge Agent queries HubSpot for all activities logged that day and appends a new row to the live Google Sheets tracker with the rep name, contact, activity type, date, and summary. No manual export is required.
Reporting and Nudge Agent
Automated
8
A morning Slack digest is posted to the sales channel. The Reporting and Nudge Agent formats the previous day's activity counts by rep and flags any contacts that have had no recorded activity in seven or more days. The digest is posted each morning so the manager has a current picture before the day begins.
Reporting and Nudge Agent
Automated
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FS-DOC-03Operations
03Handling exceptions
Situation
What the system does
What you do
Attendee or Gmail recipient not found in HubSpot
The Activity Capture Agent posts a Slack alert to the sales channel with the unrecognised email address and the raw activity details. The activity is held in a pending queue and is not written to HubSpot until a match is confirmed.
A rep or ops lead creates the missing contact in HubSpot within the same business day. The system retries the match automatically within 15 minutes of the new record being saved and completes the log entry.
Zoom transcript is unavailable because cloud recording is disabled or the meeting was recorded locally
The Activity Capture Agent falls back to calendar event data only. It generates a note from the event title, duration, and attendee list and flags the entry in HubSpot with a note indicating that no transcript was available.
Review the flagged HubSpot entries periodically. If transcript-based notes are important for the team, confirm with your IT or Zoom admin that cloud recording and auto-transcription are enabled for all rep accounts.
A duplicate activity log is created for the same interaction
If two signals fire for the same event (for example, both a calendar end event and a Zoom meeting end), the system checks for an existing log entry with the same contact, rep, and timestamp within a 30-minute window and suppresses the duplicate write.
If a duplicate does appear in HubSpot despite this check, delete the duplicate entry directly in HubSpot. Notify FullSpec support at support@gofullspec.com with the contact name and timestamp so the deduplication logic can be reviewed.
A rep does not act on the Slack alert for an unmatched contact within 24 hours
The system sends a follow-up reminder to the sales channel after 24 hours and again after 48 hours. After 72 hours with no action, the activity details are written to a dedicated tab in the Google Sheets tracker marked as unresolved for manual review.
Review the unresolved tab in Google Sheets each Monday. Create the missing contacts in HubSpot in bulk if several have accumulated over the week. The system will not retry entries older than 7 days without a manual trigger from FullSpec.
HubSpot is unavailable or returning API errors
The automation platform pauses the write step and queues the pending activity logs internally. It retries the HubSpot connection every 10 minutes for up to 2 hours. If HubSpot remains unavailable after 2 hours, a Slack alert is sent to the process owner and the queue is held safely until connectivity is restored.
No action is needed during the outage. Once HubSpot comes back online, the queued entries are written automatically. If the outage lasts more than 4 hours or entries do not appear after restoration, contact support@gofullspec.com.
A tool other than HubSpot is unavailable (Gmail, Google Calendar, Zoom, Google Sheets, or Slack)
The automation platform logs the failed connection attempt and retries three times at 5-minute intervals. If the tool is still unavailable, that signal type is skipped for the affected run and an error entry is written to the Google Sheets error log tab. The rest of the flow continues for signals from other available tools.
Check the Google Sheets error log tab if the morning Slack digest does not appear or if HubSpot activity counts seem low. If a tool outage lasts more than one business day, contact support@gofullspec.com with the tool name and the affected date range.
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FS-DOC-03Operations
04Who to contact and when
Fill in the rows below once your team is confirmed. These contacts should be shared with anyone involved in reviewing activity data, handling unmatched contact alerts, or escalating system issues. The FullSpec rows are fixed and do not need to be updated.
Role
Name
How to reach them
Process owner (Sales Manager)
[Your name]
[Your email or phone]
Sales Ops Lead
[Rep name]
[Rep email]
Sales Rep (primary pilot contact)
[Rep name]
[Rep email]
HubSpot admin (for contact and property changes)
[Rep name]
[Rep email]
Zoom admin (for cloud recording and transcription settings)
[Rep name]
[Rep email]
FullSpec builder
FullSpec team
support@gofullspec.com
FullSpec support
FullSpec support
support@gofullspec.com
Contact FullSpec support immediately if: the morning Slack digest stops appearing for two or more consecutive days; HubSpot activity entries are missing for a full business day; you see duplicate log entries appearing in volume; or any connected tool's API credentials are revoked or rotated.
05Ongoing maintenance
Whenever HubSpot activity types or outcome fields change
Notify FullSpec before making any changes to the activity type dropdown or outcome field options in HubSpot. The Activity Capture Agent writes to specific property values and will produce errors or blank fields if those values are renamed or removed. FullSpec updates the field mapping in the automation and confirms the change is safe before it goes live.
Process owner notifies FullSpec; FullSpec updates the mapping
Whenever the Slack digest format or channel changes
If the sales Slack channel is renamed, archived, or replaced, the Reporting and Nudge Agent will fail to post and no error will surface to your team. Notify FullSpec of any Slack workspace or channel changes before they happen so the destination is updated in advance.
Process owner notifies FullSpec; FullSpec updates the Slack target
Monthly (first Monday of each month)
Spot-check 10 to 15 HubSpot activity entries created by the automation against the original calendar events or emails they represent. Confirm the activity type, note content, and follow-up task date are accurate. If note quality has drifted or activity types are being miscategorised, report the examples to FullSpec for prompt tuning.
Sales Ops Lead
Weekly (every Monday morning)
Review the unresolved tab in the Google Sheets activity tracker for any unmatched contacts that have accumulated over the previous week. Create the missing HubSpot contacts and clear the backlog before new alerts accumulate. Also review the error log tab for any tool connection failures from the prior week.
Sales Ops Lead
When a rep joins or leaves the team
When a new rep joins, confirm their Gmail account, HubSpot user record, and Zoom account are all active and linked with consistent email addresses before their first sales day. When a rep leaves, revoke their access tokens and notify FullSpec to remove them from the Slack digest rep list and the Google Sheets tracker so their name no longer appears in reporting.
Process owner plus FullSpec for automation updates
Quarterly (at the start of each quarter)
Review the weekly activity volume against the current estimate of 120 activities per rep per month. If the team has grown, activity types have changed significantly, or Zoom transcript usage has expanded, discuss a configuration review with FullSpec to ensure the automation is still calibrated correctly. Also confirm the stale-contact threshold of 7 days still reflects the team's sales cadence.
Process owner with FullSpec
The most common maintenance issue for this process is unmatched contacts accumulating in the Google Sheets unresolved tab because reps meet or email prospects who are not yet in HubSpot. If this tab is not reviewed weekly, the backlog grows, activity data becomes incomplete, and the Slack digest begins to undercount rep activity. A consistent Monday review of the unresolved tab takes less than 10 minutes and prevents the majority of data quality problems downstream.
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