This guide walks you through setting up call performance notifications in Shilo.ai for owner and admin accounts. With these notifications, you’ll automatically receive updates on team performance without constantly checking saved searches. This feature helps you identify improvement opportunities and celebrate team successes efficiently.
Manager Notifications Feature
1. Access Notification Settings
Log in to Shilo with an owner or admin account.
Navigate to the Settings tab.
At the top menu, click Notifications and select Agents.
2. Set Notifications for Individual Agents
On the Agents screen, you’ll see a list of all agents in your organization.
Select an agent (e.g., Stephanie) to configure individual notifications.
Notification Categories:
For each agent, you can set alerts in the following categories:
Minimum Call Rating:
Notify when a call rating is below 3 (for coaching opportunities).
High Call Ratings:
Notify when a call rating is above 3 (to celebrate strong calls).
Call Average Performance:
Alert when the average call rating falls below 3 or rises above 3.
Set how often to refresh the average (e.g., every 20 calls).
3. Apply Notifications to Teams (Bulk Assignment)
To set notifications for multiple agents simultaneously:
Click the Team dropdown menu.
Select the desired team (e.g., Levi’s ISAs).
Click Edit Notifications.
Configure the same notification categories as individual agents:
Below/above 3-star call alerts.
Average call rating triggers with customizable refresh frequency (e.g., every 50 calls).
Click Save to apply settings to all selected team members.
4. Viewing Notifications & Taking Action
Notifications will appear as:
Email alerts
In-app notifications under the Notifications tab
Examples of notifications:
"Jackie Cardenas logged a call above 4 stars. Congrats!"
"Jackie’s average call rating dropped from 3.8 to 3.0."
Click the notification to:
View call summaries and outcomes.
Access the agent’s profile for deeper analysis.
Provide immediate feedback or congratulations.