The Users page is where admins manage access to Shilo.
From here you can:
• Invite new users
• Assign or change roles
• View accepted users
• Manage pending invitations
• Update email addresses
• Suspend users
• Review user activity and adoption
Note: Users must exist in your CRM before they can be invited to Shilo.
Open the Users Page
1. Open Shilo.
2. Select Settings.
3. Click Users.
Across the top, you'll see four tabs:
• Accepted
• Invite
• Invited
• Stats
User Roles
Shilo has two primary roles.
Member
Members can access and review their own calls, coaching, and role plays.
Admin
Admins can:
• View all users' calls
• Manage users
• Invite team members
• Change user roles
• Suspend users
• Access organization-wide settings
Choose the role based on what the person needs to do—not simply their job title.
Invite New Users
1. Open the Invite tab.
2. Select one or more users from your CRM.
3. Assign each person a role.
4. Click Invite.
5. Click Send Invite.
Each user will receive an email to create their password and finish setup.
Can't find someone? Shilo only displays users from your connected CRM.
If someone doesn't appear:
• Add them to your CRM first.
• Wait for the CRM to sync.
• Return to the Invite tab.
Manage Pending Invitations
Open the Invited tab to manage users who haven't accepted their invitation yet.
From here you can:
• Resend an invitation
• Cancel an invitation
• Change a user's role before they accept
Manage Existing Users
Open the Accepted tab to manage users who already have access.
From here you can:
• Change roles
• Update email addresses
• Suspend users
• Review account information
Change a User's Role
1. Open Accepted.
2. Select the user.
3. Click Change Role.
4. Choose the new role.
5. Save.
The user doesn't need a new invitation.
If they don't immediately see the new permissions, have them refresh Shilo or sign out and back in.
Update a User's Email Address
You can change the email address for users who have already accepted their invitation.
1. Open Accepted.
2. Select the user.
3. Click Update Email.
4. Enter the new email address.
5. Save.
The user will sign in with the new email while keeping their existing password.
Important:
• The user must have already accepted their invitation.
• If the invitation is still pending, contact Shilo Support to update the email.
Suspend a User
Before suspending a user, remove or deactivate them in your CRM whenever possible. Shilo syncs user information from your CRM.
To suspend a user:
1. Open Accepted.
2. Select the user.
3. Click Suspend User.
Suspended users can no longer log in. Their historical call data is retained for reporting.
Stop Tracking a User's Calls
Suspending a user removes access.
If you simply want Shilo to stop analyzing someone's calls:
1. Go to Settings > Integrations > Manage Agents.
2. Locate the user.
3. Uncheck the user.
This stops future call processing while preserving their account.
View User Activity
The Stats tab helps you understand adoption across your team.
Depending on your account, you may see:
• Last login
• Last call
• Call hours
• Last role play
• Role play hours
• Coaching activity
• Total hours
• Date joined
Use this information to identify inactive users or monitor engagement.
Frequently Asked Questions
What happens to a suspended user's data?
Historical calls remain available for reporting. Over time, older users may disappear from default 30-day views.
Can I reuse an email address?
Yes. Suspend the previous user first, then invite the new user using that email address. If they don't receive the invite email [email protected]
Why can't I invite someone?
They probably aren't in your CRM yet.
Why didn't a role change appear?
Ask the user to refresh Shilo or sign out and back in.
Need Help?
If you're unsure whether to invite, suspend, update, or change a user's access, contact Shilo Support - message in app or email [email protected]