Check Excluded Calls first
Open Shilo.
Go to Calls.
Select Excluded and Flagged Calls.
Open the Excluded tab.
Search by contact name, agent name, or phone number.
Review the exclusion reason shown on the call.
If the call is listed there, Shilo received it, but it was filtered out before analysis.
Common reasons calls are excluded
Calls may be excluded when they do not match your account settings. Owner and admin accounts are in charge of the settings - can not be changed by members. Common reasons include:
URL missing or audio URL missing: the call record did not include usable audio.
Zero seconds: the call was not answered.
Minimum call duration: the call was shorter than the configured minimum.
Maximum call duration: the call was longer than the configured maximum.
Plan Overage: Your team has used up all call analyzing hours for the month
Agent Preference: The agent is not enabled to be analyzed
Stage Preference: The Stage has not been selected for analyzation
Source: The source has been un-checked for analyzation
For example, if your account is set to analyze calls between 30 seconds and 25 minutes, a 10-second call or a 58-minute call may be excluded.
Analyze an excluded call
If you find a call in Excluded Calls and want it analyzed:
Open the excluded call.
Confirm it is the correct call.
Select Analyze.
Wait for Shilo to process the call.
Once processed, the call will be added back into your Shilo call data.
If you do not see the option to analyze the call, ask an admin or contact Shilo support.
If the call is not in Excluded Calls
If the call is not in your main call list or Excluded Calls, Shilo may not have received it from your connected system yet.
Try these checks:
Wait a few minutes and check again. Some CRMs may take time to send call details after a call ends.
Confirm the call exists in your CRM.
Confirm the call was recorded in your CRM or dialer.
Check that call recording is enabled for the phone number or system used.
Review your Shilo settings for call duration, agents, stages, and sources.
If the call was never recorded or the CRM did not send the call details to Shilo, Shilo cannot analyze it until the recording or call data is available.
Settings that affect which calls appear
Admins can review these settings in Shilo:
Call duration settings: minimum and maximum call length Shilo should analyze.
Agents: which users Shilo should listen to.
Stages: which CRM stages should be included.
Sources: which call sources should be included.
These settings help keep Shilo focused on the calls your team wants analyzed, but they can also explain why a call appears in Excluded Calls instead of the main call list.
When to contact support
Contact Shilo support if:
A call is in your CRM but is not in Shilo or Excluded Calls after waiting.
A call shows missing audio URL, but recording should be enabled.
You need help reviewing why a call was excluded.
You need a specific excluded call analyzed and cannot process it yourself.
An uploaded call shows a recording or stream failure.
When reaching out, include the agent name, contact name, call date and time, phone number if available, CRM link if you have it, and the exclusion reason shown in Shilo.