This replay walks through how to use Role Play as a practice tool in Shilo. It covers how to find the right calls, start a role play, review your results, and build a weekly rhythm around improvement.
Who this is for
This replay is helpful for agents who want to get more confident on calls and for managers or admins who want a simple coaching workflow for their team.
Key takeaways
- Think of Role Play like practice reps. Shilo helps identify what to work on, but the improvement comes from practicing.
- Shilo Insights can review recent calls, highlight top moments, show top improvements, and suggest calls to role play.
- You can start a role play from an individual call, from suggested calls in Insights, from Role Play > Scenarios, or from the Team Library.
- Role Play helps you practice the same type of conversation until you can handle it more confidently on live calls.
How to start a role play
1. Open the call or suggested scenario you want to practice.
2. Review the call overview, agent coaching, transcript, and recording if needed.
3. Click Role play.
4. Choose the voice option if prompted.
5. Click Start Role play.
6. Use the pause button if you need a moment to review coaching or gather your thoughts.
7. When you are finished, end the role play and submit it to receive a new score and coaching.
Use Shilo Insights as your workout plan
Shilo Insights can review the last 30 days of calls and show patterns across your conversations.
Find better calls to practice
Use filters to narrow your calls to the ones that will help most.
Helpful filters shown in the replay include:
- Three-star calls, because they are close to strong and usually need only a few improvements.
- Objection type, such as timing.
- Outcome, such as next step undefined.
- Call length, to remove short calls or voicemails.
- Top-of-funnel stages where defining the next step matters most.
You can use filters on the Calls page or the Insights page. After filtering, you can open a call directly or use Shilo Insights to suggest role plays from that filtered group.
Use the Team Library
If you do not have calls of your own yet, or if your manager wants you to practice specific examples, go to Role play > Team Library. Open the assigned folder, choose a scenario, and click Role play at the bottom.
Team Library folders may be organized around onboarding, preferred calls, common objections, top insights, undefined next steps, or other coaching themes.
Understand role play progress
Role play results help you and your manager see progress over time.
- Attempted: role play was submitted but did not move past the three-star level.
- Completed: role play was submitted and earned four stars.
- Mastered: role play was submitted and earned five stars.
If your team gives you a script, you can use it while practicing. Just remember that Shilo still scores the role play using Shilo's call rating standards: building trust and confidence, managing objections, and keeping momentum moving with a next step.
Recommended weekly rhythm
Use the three Rs once a week:
1. Rating: Check whether your average call rating is moving up, down, or staying the same.
2. Review: Use Shilo Insights to identify what is going well and what needs work.
3. Role Play: Practice the calls or scenarios that match the coaching opportunity.
Why this matters
Role Play gives you a safe place to practice before live conversations. The more often you practice, the more confident you become on the phone. Better confidence and stronger call execution can lead to better next steps, more appointments, and more sales.