Use this guide when you need to manage user access or make a change to an existing Shilo user.
User roles and permissions control what each person can access in Shilo. Admins can use the Users page to review roles, update a user's role, suspend access, and update an accepted user's email address.
Roles in Shilo
There are two main role types in Shilo:
Member: usually has access to their own data.
Admin: can view all agents in the organization. This role is typically used for team leads, sales managers, or users who need broader visibility.
Admins can update roles from the Users settings page.
Find users and roles
Open Shilo.
Select the gear icon to open Settings.
Go to Users.
Review the user list.
The Users section may show accepted users, pending invites, and bulk invite options. Accepted users are users who have already finished their invitation setup.
Change a user from Member to Admin
Use this when someone needs admin-level access.
Open Shilo.
Go to Settings.
Open Users.
Find the user in the Accepted section.
Select User
Choose Change role - button on the bottom of the page
Select the new role.
Save or confirm the change.
After the role changes, the user does not need a new invitation. Ask them to refresh Shilo, or sign out and sign back in, so the new access appears.
Suspend or delete a user
Important: Delete or remove the user from your CRM first. Shilo syncs user data from your CRM, so removing them there helps keep user access consistent.
Suspending a user removes their access to Shilo. In Shilo, this is effectively the same as deleting their access.
To suspend a user:
Go to Settings.
Open Users.
Find the user under the Accepted tab.
Select user
Choose Suspend User from the bottom menu
Once suspended, the user can no longer log in or access Shilo.
Stop tracking a user's activity
If you do not want to remove the user entirely, but you want Shilo to stop listening to or analyzing their calls, turn them off in your integration settings.
Go to Settings > Integrations > Manage Agents
Find the user.
Uncheck the user
This stops Shilo from processing or analyzing that user's calls.
What happens to existing data?
Suspending a user does not delete their previous call data.
Shilo keeps historical call data for reporting and past insights. After about 30 days, the user may stop appearing in most areas of the platform because many pages default to Last 30 Days.
Update a user's email address
You can update an accepted user's email address directly in Shilo. After the update, the user signs in with the new email address and their current password.
Before you update an email address:
Confirm the user has already accepted their invite.
Confirm the new email address is spelled correctly.
If the user is still pending, contact [email protected] to manually change the address.
To update an email address:
Go to Settings > Users > Accepted
Find the accepted user whose email address needs to change.
Open the user's details.
Select Update Email.
Enter the new email address.
Select Update Email to save the change.
The change takes effect immediately. The user should sign in with the new email address and their existing password.
If a new user has the same email address as a previous user
If a new person needs to use the same email address as a previous Shilo user, suspend the previous user first. After the previous user is suspended, the new user can be invited with that email address.
Troubleshooting
If a role change is not showing, ask the user to refresh Shilo or sign out and sign back in.
If a user cannot sign in after an email update, confirm they are using the new email address.
If the user does not know their current password, have them reset it from the sign-in page.
If an email cannot be updated, confirm the account is not still in a pending invite state.
Need help?
If you are not sure whether to change a role, suspend a user, stop tracking activity, or update an email address, contact Shilo support.