Overview
Shilo allows you to control which agents are analyzed, how different stages are interpreted, and which data sources are included. These settings help you fine-tune how calls are processed and scored.
Navigate to Manage Agents
Go to Settings in Shilo.
Click Integrations.
Select Manage Agents.
This section may have appeared during onboarding, but you can always return here using the steps above.
Enable or Disable Agents
In the Manage Agents view, you can control which agents are being analyzed:
Turn agents ON: Their calls will be sent to Shilo for analysis.
Turn agents OFF: Their calls will not be analyzed or pulled into Shilo.
You can select or deselect agents at any time.
Assign or Change Agent Models
By default, Shilo uses the stage-based AI model, which automatically determines how calls are analyzed based on pipeline stage.
You can override this at the agent level:
Recommended default: Stage AI Model
Use a specific model only if the agent is:
An ISA (Inside Sales Agent)
Focused only on recruiting
Otherwise, it’s best practice to keep Stage AI model enabled.
Manage Stages
You can control how Shilo listens to different CRM stages:
Go to Manage Stages within the same settings area.
For each stage, choose how calls should be analyzed.
Available listening modes include:
Sales
Customer Service
ISA / Appointment Setter
Recruiting
Each stage can be configured independently depending on your workflow.
Recommended Setting
If you're unsure which model to use, default to Licensed Sales. This is a safe and effective baseline.
Manage Data Sources
You can also control which sources are included in Shilo:
Turn sources ON to include them in call analysis.
Turn sources OFF to exclude them from being processed.
This allows you to limit or expand where Shilo pulls call data from.
Notes
Stage-based settings generally provide the most accurate results.
Changes to agents or sources may affect what data appears in dashboards and reports.