The Users settings page is where admins manage team access in Shilo. Use this section to see who has accepted an invite, invite new users from your CRM, manage pending invitations, and review user activity.
Open Users settings
Open Shilo.
Select Settings.
Go to Users.
Across the top of the Users page, you will see four tabs: Accepted, Invite, Invited, and Stats.
Accepted tab
The Accepted tab shows users who have already accepted their Shilo invite and completed their account setup.
Use this tab when you want to:
Review who already has access to Shilo.
Confirm that a user finished accepting their invite.
Find current users before making account or role updates.
If you need to change a user's role, suspend a user, or update a user's email address, start by finding them in the Accepted tab.
Invite tab
The Invite tab shows people from your connected CRM who have not been invited to Shilo yet.
To invite a user:
Open the Invite tab.
Find the user you want to invite.
Select the checkbox next to their name.
Choose the correct role for the user.
Select Invite.
Confirm by selecting Send Invite.
The invited user will receive an email prompting them to create a password and complete their Shilo account setup.
If a user's name does not appear in the Invite tab, confirm they have been added to your CRM first. Shilo pulls users from your connected CRM, so they need to exist there before they can be invited in Shilo.
If you are inviting a preferred advisor, use the preferred advisor option in the Invite tab. This opens a dialog box where you can complete the invite.
Invited tab
The Invited tab shows users who have already been invited to Shilo but have not accepted their invite yet. Use this tab when you need to manage a pending invite.
From the Invited tab, you can:
Resend an invite if the user needs a new invitation email.
Cancel an invite if the user should no longer receive access.
Change the user's role before they accept the invite.
To take action on a pending invite, select the checkbox next to the user's name, then choose the action you need.
Stats tab
The Stats tab helps you review user activity and adoption. It shows who has logged in and gives you a quick view of each user's recent Shilo activity.
Stats may include:
Last call
Call hours
Last role play
Role play hours
Last coaching activity
Coaching hours
Total hours
Date joined
Last seen or last login
Use this tab when you want to check whether users are logging in, using Shilo, or engaging with coaching and role play features.
Roles and access
When inviting users, choose the role that matches what they need to do in Shilo.
Member: can usually view their own calls.
Admin: can view all users' calls and has broader system visibility.
If you are not sure which role to choose, start with the access the user needs for their day-to-day work.
Listening settings are managed separately
The Users page controls Shilo access and invite status. If you need to control which agents or teams Shilo listens to and analyzes, go to Settings, then Integrations, then Manage Agents.
This is separate from the Users page because it controls call tracking, not login access.
Troubleshooting
If someone is missing from the Invite tab, add or confirm them in your CRM first.
If someone has not received their invite, check the Invited tab and resend the invite.
If someone was invited with the wrong role, use the Invited tab to change the role before they accept.
If someone has already accepted their invite, find them in the Accepted tab before making changes.
Need help?
If you are not sure whether to invite, resend, cancel, or update a user, contact Shilo support.