Owner and admin accounts can manage 1-on-1 Coaching from the Coaching settings page. This is where you can turn the feature on or off, choose how often sessions happen, add a team focus, and add custom questions.
Video walkthrough: Owner and Admin Settings Loom
Billing and default sessions:
1-on-1 Coaching is turned on by default.
By default, Shilo creates two 1-on-1 sessions for the entire organization each month.
Each session lasts about 10 minutes on average, roughly the length of one phone call.
That time is subtracted from your tier's included hours.
Because the sessions are short, 1-on-1 Coaching should not significantly impact your usage.
Before you start:
You need an owner or admin account.
Use these settings when you want Shilo to create coaching agendas on a recurring schedule.
Your agents need calls in the selected timeframe for Shilo to create an agenda.
Open the settings:
Go to Settings.
Select Coaching.
Click Edit.
Turn 1-on-1 Coaching on or off:
To pause 1-on-1 Coaching for your Shilo account, turn the setting off and click Save.
When 1-on-1 Coaching is off, Shilo will not create future agendas.
When 1-on-1 Coaching is off, Shilo will not send future 1-on-1 Coaching notifications to agents, owners, or admins.
Choose your coaching frequency:
Weekly: Shilo creates agendas and notifies agents every Monday. The weekly coaching period closes on Friday, and owners and admins receive the rollup when the period closes.
Semi-monthly: Shilo starts a coaching cycle on the 1st of the month and again on the 15th.
Monthly: Shilo starts a coaching cycle on the 1st of each month.
Add a custom team focus:
Use the custom focus area when your team wants each session to pay attention to a specific coaching priority.
Example: If your team is focused on Zillow leads, you can explain the ALM framework and ask Shilo to reinforce the order agents should follow.
During the 1-on-1 session, Shilo will summarize the team focus and ask questions that help uncover where the agent may need support.
Add custom questions:
You can add up to three custom questions.
Shilo asks these questions at the beginning of the 1-on-1 session.
Use custom questions for coaching priorities, lead source focus areas, contests, nominations, or team pulse checks.
After the sessions are completed, owners and admins can review rolled-up answers in the final summary.