⚠️ Important: Always delete the user from your CRM first.Shilo syncs user data directly from your CRM, so removing them there ensures everything stays consistent.
Suspend (Delete) a User
Suspending a user removes their access to Shilo. This is effectively the same as deleting them.
Steps:
Go to Settings
Click Users
Find the user under the Accepted tab
Click the three dots (⋯) next to their name
Select Suspend User
Once suspended, the user will no longer be able to log in or access Shilo.
Stop Tracking a User’s Activity
If you want to stop Shilo from listening to or tracking a user (without removing them entirely), you can disable them in your integrations.
Steps:
Go to Integrations
Select Manage Agents
Find the user
Uncheck them
This will stop Shilo from processing or analyzing their calls.
What Happens to Existing Data?
Shilo does not delete call data when a user is removed
This data is retained for reporting and historical insights
After approximately 30 days, the user will no longer appear in most areas of the platform since Last 30 Days is the default for most pages.
Summary
Delete from CRM first
Use Suspend User to remove access
Use Manage Agents to stop tracking activity
Call data is retained for reporting