Concretely, how do I work through the day's leads?

In status order: "appointment booked" needs nothing — just honor the slot. "Callback needed" gets called from the number shown on the lead card, already knowing everything thanks to the full transcript. "Needs review" means the request fell outside the knowledge base: gather the missing detail, then respond. Emergencies first, quotes next, archives last — and every status change takes one click.