Start here — your first day
If you are setting this up for the first time, watch these 9 in order. They cut across the sections below, because the order you learn in is not the order the menu is in. Everything else can wait until you need it.
- 1 General settings — the defaults everything inherits Set the currency and labels every deal and report will inherit.
- 2 Pipeline settings — the stages your forecast is built on Define your deal stages and their win probabilities — the forecast is built on them.
- 3 Functional groups — what your teams actually sell Describe the lines of business you sell, the way customers describe them.
- 4 Teams — who covers what, and who can see it Point each team at the groups it covers — that is your lead routing.
- 5 Custom lead fields — the questions your business actually asks Add the two or three questions that decide whether a lead is worth pursuing.
- 6 Lead sources — where every lead is allowed to come from Fix the list of places leads may come from, so attribution means something.
- 7 Integrations — where leads arrive from on their own Connect a channel so leads arrive by themselves, with their source intact.
- 8 Working a lead from capture to follow-up Work your first lead end to end.
- 9 Tasks — the follow-up work that is not a call or an email Book the follow-up so it is somebody's job rather than everybody's intention.
Part 1 · Set your CRM up
A CRM configured after leads start arriving is a CRM full of leads nobody can route, qualify or attribute. These come first — stages, teams, the questions you ask, and where leads come in from.
Settings
The structure your CRM runs on: stages, teams, fields, and where leads come from.
General settings — the defaults everything inherits
Default currency, the labels your reports use, and whether lead status advances on its own. Small choices that every other screen in the CRM then assumes.
Pipeline settings — the stages your forecast is built on
Your deal stages, their order, and the win probability of each. That last number is what turns a list of open deals into a forecast, so it is worth more thought than it usually gets.
Functional groups — what your teams actually sell
A group is a line of business: retail supply, wholesale, delivery contracts. Teams cover groups, and leads are routed by them — which is how a lead reaches somebody who knows what they are talking about.
Teams — who covers what, and who can see it
Group your salespeople into teams, point each team at the functional groups it covers, and decide whether members can edit deals or only their own. Routing and visibility both fall out of this one screen.
CRM users — who has access, and what happens when they leave
The people list, their phone numbers for call matching, and the deactivation that sends their open leads to the reassign queue rather than into a hole.
Custom lead fields — the questions your business actually asks
Every trade qualifies differently. Adding the two or three questions that decide whether a lead is worth pursuing — and capturing them as fields rather than notes — is what makes the analytics later worth reading.
Lead sources — where every lead is allowed to come from
The controlled list behind attribution, each with its own webhook URL. A closed list is what stops the same channel appearing as "FB", "facebook" and "Facebook Ads" and making the analytics meaningless.
Integrations — where leads arrive from on their own
Facebook lead ads, Google Sheets, webhooks. Each one drops leads straight into the CRM with their source recorded, which is the only way source-level conversion analysis ever becomes trustworthy.
Mailboxes — sending and receiving from your own address
Connect the address your team already emails customers from. Replies then land against the lead automatically, so the CRM shows the actual conversation rather than one side of it.
Email templates — the message you send fifty times a week
Reusable subject and body with merge fields for name and company. Written once, properly, instead of retyped badly under time pressure fifty times.
Automations — email that fires on a status change
When a lead enters a status, send a template. It is the simplest automation in the product and it covers the two moments that matter most: the acknowledgement when a lead arrives, and the follow-through when it qualifies.
Campaigns — attributing leads to what you spent
Tag incoming leads to the campaign that produced them, so the question "did that spend work" has an answer in the CRM rather than an argument in a meeting.
The danger zone — bulk deletion and its audit trail
Where leads and deals can be removed in bulk, and where the log of every such deletion lives. The log is the more important half of the screen.
Part 2 · Working the pipeline
The daily job: a name arrives, somebody owns it, somebody calls it, and the next step is booked before the conversation ends.
The pipeline
From a name nobody has called yet to a deal you have won — and everything in between.
The CRM dashboard — what needs attention today
Leads captured, where they are stuck, and how each salesperson is converting. Read it before you open anything else: it tells you whether today’s problem is new leads, stalled deals, or follow-ups nobody made.
My Day — one person’s work, in one place
The dashboard is the business. This is you: what you did today, what came of it, and what is waiting. It is the screen a salesperson should live in rather than the pipeline board.
Working a lead from capture to follow-up
The heart of the CRM. A lead arrives, somebody owns it, somebody contacts it, and the next step is booked before the conversation ends. This video does all of that on one real lead.
The deals pipeline — where the money actually is
Twenty-seven deals worth $18.8M, arranged by stage, with a weighted forecast that follows whatever you filter to. It is the board a sales manager runs the week from.
Companies — the account behind the person
People move jobs; companies do not. Recording the organisation separately is what keeps five years of history when your contact leaves, and what lets you see everything you have ever done with one account.
Contacts — converting a lead into a customer
A contact is a lead that made it. You do not type one in — you convert the lead, and everything it accumulated on the way (the calls, the notes, the source) travels with it. That is the whole reason the two lists are separate.
Tasks — the follow-up work that is not a call or an email
Send the proposal. Chase the paperwork. Book the site visit. Work with a due date and an owner, so it is somebody’s job rather than everybody’s intention.
The calls inbox — every conversation, matched to a lead
Inbound and outbound calls with recordings, automatically attached to the lead they belong to. The valuable part is the leftovers: numbers that called you and match nobody, one click from becoming a lead.
Sequences — follow-up that happens whether you remember or not
A cadence of emails, WhatsApp messages and call tasks that fires on a schedule after a lead is enrolled. It is how a small team follows up like a large one.
Building a sequence step by step
Name it, decide when a lead should drop out, then add the ordered steps that fire automatically. The whole design is one screen, because a cadence you cannot see whole is a cadence you cannot reason about.
WhatsApp inbox — the channel Indian customers actually reply on
Read and reply to customer WhatsApp threads beside their CRM record. The rules around it are Meta’s, not ours, and understanding the 24-hour window is the difference between messages that arrive and messages that fail.
The reassign queue — leads with nobody to work them
When a salesperson is deactivated, their open leads do not vanish — they land here, waiting for a new owner. It is a small screen that prevents a very expensive silence.
Part 3 · Reading the numbers
Once there is enough in the pipeline to be worth reading, these tell you whether the problem is lead volume, lead quality, or what your team does with them.
Analytics
What the pipeline is telling you, once there is enough in it to be worth reading.
Lead analytics — where leads come from and where they die
Volume, funnel conversion and per-salesperson performance, all sharing one set of filters. It is the screen that turns "we need more leads" into "we need to fix stage three".
Forecast — what is actually likely to close
Open pipeline weighted by the probability of each stage. It is deliberately more pessimistic than the pipeline number, and that is the point.
The weekly report — the summary you actually send
One week of activity and outcomes, formatted to be read by somebody who was not in the room. It exists so the Monday meeting is about decisions rather than about assembling numbers.
A note on accuracy
These were recorded on a live workspace, so the figures on screen are real rather than mocked up. Screens change as the product improves — where a video and the app disagree, the app is right.