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Before configuring anything, spend ten minutes learning where things are and how a lead moves through the system. Everything after this will make more sense.

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The layout

Tour the CRM

Every screen, what it is for, with pictures.
The short version:

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The lead pipeline

How a lead becomes a load

New → Order → Signed → Paid → Posted → Dispatched → Picked Up → Delivered → Completed.

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The conversation screen

This is where your team will spend most of the day, so it is worth knowing well.

The chat window

The chat window with header controls and composer labelled
The lead panel details tab
The booking tab before booking
The booking tab after booking
The carrier tab before posting
The carrier tab after posting
Full page: Inbox

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Video: the journey of a lead

Next: Step 2 — Profile and phone numbers