Applies to
Managers, admins, and other users with permission to manage the Role Play Team Library.
Before you begin
Make sure:
Role Play is available for your organization.
You have permission to manage the Team Library.
Calls you want to use are available in Shilo.
You know which call model should apply before overriding the team’s default model.
Quick answer
Go to Role Play → Team Library to create folders for your training priorities. Add calls from the Calls page or add suggested scenarios from Shilo Insights. If a call requires different grading or feedback, select it in the Team Library and use Apply Model.
1. Create a Team Library folder
Open Role Play from the left-hand navigation.
Select Team Library.
Click + Create Folder.
Enter a clear folder name.
Click Save.
The folder will appear in the Team Library and can be used to organize calls and practice scenarios.
You can organize folders by:
Skill, such as Discovery or Objection Handling
Customer journey stage, such as Initial Consultation or Post-Contract
Team or role, such as Sales, Recruiting, or ISA
Coaching focus, such as Great Examples or Needs Coaching
Training initiative, such as New Agent Training or Compliance Review
Use names that make it immediately clear what agents should practice.
2. Add calls from the Calls page
Go to Calls.
Use filters to find the call you want.
Adjust the date filter when needed. Select All Time when looking for an older call.
Open the call.
Select the three-dot menu.
Choose Add to Role Play Team Library.
Select the folder or folders where the call should be saved.
Click Save.
A call can be added to more than one folder when it supports multiple training topics.
Good practice calls include:
Calls the team should model
Calls with a clear coaching opportunity
Common objections or customer scenarios
Calls from a specific stage or lead source
Three-star calls that are close to strong but need improvement
Calls related to a current training priority
Avoid calls that are too short, mostly voicemail, or do not support a specific training goal.
3. Add scenarios from Shilo Insights
Shilo Insights helps turn real performance patterns into structured Role Play practice.
Open Insights from the left-hand navigation.
Select Shilo Insights.
Review Top Moments, Top Improvements, and Suggested Scenarios.
Use filters to narrow the results to a team, objection, behavior, or coaching focus.
Find the scenarios you want to use.
Select the appropriate Role Play folder.
Click Save.
Filters change the data and suggestions that appear. Use this to build focused folders around patterns such as a common objection or a specific area for improvement.
4. Apply a model to selected calls
Use a model override when a Team Library folder contains calls with different conversation goals or when the team’s default model would not grade a call accurately.
Open Role Play.
Go to Team Library.
Open the folder containing the calls you want to update.
Select one or more calls.
Click Apply Model in the action bar that appears at the bottom.
Choose the model that matches the purpose of the calls.
Click Apply.
The selected calls will use that model instead of relying only on the user’s or team’s default settings.
For example:
Use a sales model for initial consultations, discovery conversations, and calls focused on earning commitment.
Use a customer service model for post-contract communication, support, clarity, and customer-experience conversations.
Apply a licensed sales model to ISA training calls when the scenario requires licensed sales practice, even if the trainee’s default settings use an ISA model.
Choose the model that reflects what the agent is expected to accomplish in the conversation.
5. Keep the Team Library useful
Review the Team Library regularly to:
Remove calls that are no longer useful
Add calls connected to current coaching priorities
Reorganize calls into clearer folders
Check that model overrides still match each call
Create folders for new teams or training initiatives
Update folders as your organization’s needs change
Apply models in batches when several calls share the same conversation type.
What success looks like
When setup is complete:
Your folder appears in the Team Library.
Saved calls and Insights scenarios appear in the correct folders.
Agents can find and practice relevant scenarios.
Calls with model overrides receive grading and feedback that match the conversation type.
Troubleshooting
I can’t find the call I want to add
Check the filters on the Calls page and expand the date range. Select All Time when searching for an older call.
The Insights scenarios I expected are missing
Review your Shilo Insights filters. Filters change the performance data and Suggested Scenarios that appear.
Apply Model is not available
Select one or more calls first. The Apply Model action appears after calls are selected. If it still does not appear, confirm that you have permission to edit the Team Library.
The grading or feedback does not match the call
Review the applied model and confirm that it matches the conversation’s purpose. A service conversation, sales call, and ISA practice scenario may require different models.
Related next steps
Feedback and support
Did this article help you build your Team Library?
If you still need help organizing folders, adding calls, or choosing the right model, submit a ticket to Shilo Support.