Use the Apply Model option in Shilo's Team Library when specific role play calls need to use a different model than the team's default settings. This helps make sure each call is graded and coached against the right conversation type.
Watch the walkthrough:
Overview
Most teams have default model settings that control how calls are graded and how role plays are evaluated. In some libraries, though, not every call fits the same model.
For example, a buyer onboarding library may include:
- Early sales conversations that should use a licensed sales model.
- Later post-contract conversations that should use a customer service model.
The per-call model override lets you apply the right model to selected calls inside the Team Library, even if the team's default settings are different.
When to Use This
Use this feature when a Team Library folder includes calls with different conversation goals.
Common examples include:
- A training folder where some calls are sales calls and others are service calls.
- A buyer onboarding library where the conversation changes after the contract is signed.
- ISA trainee role plays that should use a licensed sales model for practice, even if the user's backend settings are assigned to an ISA model.
- Any call where the default team model would not grade the conversation accurately.
Before You Start
Make sure you know which model should apply to the calls you are updating.
You should also confirm:
- The calls are already added to the Team Library.
- You have permission to edit the library or folder.
- The selected model matches the purpose of the call.
Apply a Model to Selected Calls
1. Open Role Play section in Shilo.
2. Go to Team Library.
3. Open the library or folder that contains the calls you want to update.
4. Select one or more calls.
5. Click Apply Model down in the bottom box that appears when you click.
6. Choose the model that should be used for those calls.
7. Apply the change.
After the model is applied, those selected calls will use the chosen model instead of relying only on the team's default user settings.
Why This Matters
The model affects how Shilo understands, grades, and gives feedback on the call. If the wrong model is used, the feedback may not match the actual purpose of the conversation.
For example:
- A customer service conversation should not be graded like a first sales call.
- A licensed sales practice call should use the sales model, even if the trainee is normally assigned to a different role.
- A post-contract onboarding call should focus on the right customer experience behaviors, not just sales conversion behaviors.
Applying the correct model helps agents practice the right skills and receive feedback that fits the real conversation.
Example: Buyer Onboarding Library
A buyer onboarding library may include multiple stages of the customer journey.
Use the sales model for:
- Initial buyer consultations.
- Early discovery conversations.
- Calls where the agent is still building trust and moving the buyer toward commitment.
Use the customer service model for:
- Post-contract conversations.
- Follow-up after the client has already committed.
- Calls where the focus is support, clarity, and customer experience.
This keeps each role play aligned with the stage of the relationship.
Example: ISA Training
If ISA trainees need to practice a licensed sales conversation, you can apply the licensed sales model directly to those role play calls.
This is helpful when the user's default settings are tied to an ISA model, but the training scenario requires the agent to practice as if they are handling a licensed sales conversation.
Best Practices
- Apply models in batches when several calls belong to the same conversation type.
- Keep Team Library folders organized by scenario, stage, or training goal.
- Use the model that best reflects what the agent is expected to do in the conversation.
- Review mixed folders regularly so older calls do not stay assigned to the wrong model.
- When in doubt, choose the model that matches the feedback you want the agent to practice.
Quick Reference
Roleplays > Team Library > Select calls > Apply Model > Choose model > Apply
Use per-call model overrides whenever a specific call needs grading, feedback, or roleplay behavior that is different from the team's default model settings.