Open Your Preferences
1. Log in to Shilo.
2. Click the Settings gear in the left-hand menu.
3. Select Integrations.
4. Open the Preferences tab.
5. Click Edit to make changes.
6. Click Save when you’re finished.
Set Call Duration Filters
Shilo uses call duration filters to decide which calls should be analyzed automatically. By default, Shilo analyzes calls between 30 seconds and 25 minutes.
Important to note: Shilo is looking for calls within those parameters. It will not send the first 25 minutes of a call - if it's over the limit it will just not come in at all!
Calls outside your selected time range are not automatically analyzed, but they may appear in your excluded calls list so you can manually review or add them later.
You may want to adjust this if:
- Short calls or voicemail-only calls are cluttering your account.
- You want to capture shorter conversations where agents are giving up too quickly.
- Your team regularly has longer, high-value conversations.
- You want to avoid long calls using too many monthly hours.
Add Keywords
Keywords help you search, filter, and track important phrases across your calls. These are specific to your team! We already track outcomes, objections, and basic information.
Common keywords include:
- Appointment
- Approval
- Motivation
- A preferred lender’s name
- Home loan
- Team-specific phrases or scripts
Use keywords for anything you want to monitor regularly, such as whether agents are asking for appointments, mentioning a partner, or using required language.
Manage Call Settings -
In Preferences, you may also see several call-related settings.
Enable TCPA / Do Not Call
When this is turned on, Shilo can flag contacts who indicate they do not want to be called again.
Grade Outbound Voicemails
When this is turned on, Shilo gives outbound voicemails a star rating and coaching feedback. If your team wants to improve voicemail quality, we recommend keeping this on.
Flex or Preferred Team Features
If your team works with Zillow Flex or Zillow Preferred, this setting may unlock additional options related to Zillow call visibility.
Team Visibility
Larger teams may use this to control visibility across different groups, locations, or team structures.
Automatic Analysis Settings
Shilo can automatically detect new agents, stages, or sources from your CRM.
In most cases, we recommend keeping automatic analysis on during your initial setup. This helps Shilo continue capturing the right activity as your CRM changes.
You can tighten these settings later if you want more control over exactly which agents, stages, or sources are analyzed.