Team Library folders help managers and admins organize calls that agents can use for Role Play practice. Use folders to group calls by skill, scenario, team, objection, or coaching theme.
Create a Team Library folder
Open the Role Play section in the left navigation.
Select Team Library.
Click Create Folder.
Add the folder details.
Click Save.
After the folder is saved, it appears in the Team Library and can be used to store practice calls for your team.
Add a call to a folder
Go to the Calls page.
Adjust the date filter if needed. For example, choose All Time if you want to search older calls.
Open the call you want your team to practice.
Click the three-dot menu.
Select Add to Role Play Team Library.
Choose the folder where the call should go.
Click Save.
What happens next
The call is added to the selected Team Library folder. Agents can open the folder, choose the call, review the call details, and start a Role Play session from it.
Ways to organize folders
Onboarding calls for new agents.
Common objections, such as timing or price.
Calls with undefined next steps.
Strong examples you want the team to model.
Specific stages, lead sources, or coaching themes.
Tips for choosing practice calls
Use Calls page filters to narrow down useful examples before adding them.
Three-star calls can be especially useful because they are close to strong and usually need a few specific improvements.
Remove short calls or voicemails when they are not useful practice examples.
Use Shilo Insights to identify patterns and find calls that match the skill your team should practice next.
If a call is added to the wrong folder, edit the Team Library folder or add the call again to the correct folder.