Use this guide when Role Play is not showing what you expected, you cannot find folders, or you are not sure what happened after submitting a role play.
I do not have any calls to practice
If you are new to Shilo or do not have your own calls available yet, check the Team Library first. Your team may have saved practice calls for you.
Open Role Play in the left navigation.
Select Team Library.
Open the folder your team or manager created.
Choose a saved call and click Role Play.
If the Team Library is empty, ask your manager whether practice calls have been added for your team.
I cannot find the Team Library folder I need
Team Library folders are created by managers or admins. If you do not see the folder you expected, check with your manager to confirm the folder exists and that the right calls were saved to it.
I finished my Role Play, but I cannot find it
When you finish practicing, make sure you click Submit. After you submit, Shilo may take a few minutes to score the role play.
Submitted sessions appear in the Role Plays tab inside the Role Play section.
I started a Role Play but need more time to answer
Use the pause button if you need a moment to review coaching notes, check the transcript, or gather your thoughts before continuing.
What do Attempted, Completed, and Mastered mean?
Inside Team Library folders, these labels show your progress on saved practice calls:
Attempted: the role play was submitted but did not move past the three-star level.
Completed: the role play was submitted and earned four stars.
Mastered: the role play was submitted and earned five stars.
Can I use my own script?
Yes. If your team gives you a script, you can use it while practicing. Shilo still scores the role play using Shilo's call rating standards, including building trust and confidence, managing objections, and keeping momentum moving with a next step.
I still need help
If you still cannot find the call, folder, or submitted role play you need, ask your manager to confirm the call or folder was saved correctly. You can also submit a support ticket from the Help Center.