Use Role Play to practice real Shilo conversations. You can start from one of your own analyzed calls, from available scenarios, or from calls your team has saved in the Team Library.
Role Play uses the context from the original call so you can practice realistic customer conversations and improve with Shilo's coaching feedback.
When to use Role Play
Use Role Play when you want to practice:
Handling objections
Building trust and confidence
Improving tone or phrasing
Keeping the conversation moving
Setting a clear next step
Preparing for similar customer conversations
Coaching from a real call example
Where to start Role Play
You can access Role Play from a few places in Shilo:
From a call: open a call and select Role Play.
From the Role Play section: use the Role Play icon in the left navigation.
From Scenarios: choose an available practice scenario.
From Team Library: use a call your manager or team saved for practice.
Start Role Play from one of your calls
Go to the Calls page.
Open the call you want to practice.
Review the call overview, coaching notes, transcript, or recording if helpful.
Select Role Play.
Choose the voice option if prompted.
Click Start Role Play. Shilo will launch a practice session based on the selected call.
Start Role Play from Scenarios
Open the Role Play section in the left navigation.
Select Scenarios.
Choose an available call or scenario.
Select Role Play.
Click Start Role Play.
Scenarios are useful when you want to practice without searching for a specific call first.
Start Role Play from the Team Library
If you are new to Shilo or do not have your own calls yet, check the Team Library. Your manager or team may have saved calls for you to practice.
Open Role Play.
Go to Team Library.
Open the folder your team or manager created.
Choose the call you want to practice.
Review the coaching notes, transcript, or recording if needed.
Select Role Play.
Click Start Role Play.
If the Team Library is empty, ask your manager whether practice calls have been saved for your team.
During the Role Play session
During practice, Shilo simulates a conversation based on the selected call or scenario.
You can pause the session if you need a moment to review coaching, gather your thoughts, or look back at the suggested response.
For example, if Shilo identifies that the customer expressed uncertainty, you can pause, review the suggestion, and then resume the conversation to try the response live.
End and submit your Role Play
When you are finished:
Click End Role Play.
Click Submit.
Wait for Shilo to process the session.
After you submit, Shilo may take a few minutes to score the session.
Review submitted Role Plays
You can find submitted sessions in the Role Plays tab inside the Role Play section.
From there, you can review your practice session, compare it to the original call, and track improvement over time.
Share a Role Play session
Managers, team leads, and admins can copy a Role Play link and share it with the team for coaching, onboarding, group training, or internal practice.
Progress labels in the Team Library
Inside Team Library folders, you may see progress labels on role plays:
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.
Video walkthrough
The video below shows the Role Play workflow in action.
Need help?
If Role Play is not available or you cannot find a practice call, ask your manager to confirm whether calls or scenarios have been added for your team.