Applies to
Managers and admins with permission to update account preferences and usage limits.
Before you begin
Make sure you know:
How many monthly hours are included in your Shilo subscription.
How your team uses call analysis, Role Play, and coaching.
Whether you want limits for the whole account, each user, or both.
You must have access to Settings and Preferences to make these changes.
Quick answer
Go to Settings → Integrations → Preferences, find the usage-limit settings, and select Edit. Set account-wide and per-user limits for calls, Role Play, and coaching, then select Save.
How Shilo subscription hours work
Call analysis, Role Play, and coaching all use time from the same monthly subscription-hour total. Usage limits help you decide how those hours should be allocated so one feature or user does not consume more time than expected.
For example, if your plan includes 20 monthly hours, you might allow up to 15 hours for call analysis and reserve the remaining time for Role Play or coaching.
Use limits carefully. If the call-analysis limit is too low, Shilo may not analyze enough calls to produce useful trends and coaching insights.
Video walkthrough: Role Play billing controls
Video walkthrough: monthly usage limits
1. Open the usage-limit settings
Open Shilo.
Go to Settings.
Select Integrations.
Open Preferences.
Scroll to the usage-limit settings.
Select Edit to open the controls.
2. Set account-wide monthly limits
Account-wide limits control the total amount of time the entire account can use for each activity during the month.
Monthly call limit: Sets the total number of analyzed-call hours available to all users. When the limit is reached, additional calls are not analyzed for the remainder of the month.
Monthly Role Play limit: Sets the total number of Role Play hours available to all users.
Monthly coaching limit: Sets the total number of coaching hours available to all users. Coaching sessions also use subscription time and are usually about 10 minutes each.
Use account-wide limits to reserve time for specific activities, prevent automatic call analysis from using the full subscription, or keep monthly usage aligned with your team’s priorities.
3. Set per-user monthly limits
Per-user limits control how much each individual user can consume during the month.
Call user limit: Limits analyzed-call minutes per user.
Role Play user limit: Limits Role Play minutes per user.
Coaching user limit: Limits coaching minutes per user.
Use per-user limits to distribute hours fairly, prevent a few highly active users from consuming the team’s allocation, or introduce usage-based features gradually.
You can use an account-wide limit, a per-user limit, or both. For example, you could set a total Role Play limit for the account and also give each agent an individual monthly allowance.
4. Adjust the controls
Move a control all the way up to make that activity unlimited.
Move a control all the way down to turn that activity off.
Role Play usage may be unlimited at both the account and user levels until an admin changes the settings.
Setting an activity to 0 prevents its use. Before turning off an activity, confirm that your team no longer needs it.
5. Save and monitor your changes
Review each account-wide and per-user setting.
Select Save.
Monitor usage during the month.
Adjust the limits as your team, subscription, or training priorities change.
Usage limits are not permanent. Start with a thoughtful allocation—or leave an activity unlimited—and refine the settings after reviewing your team’s actual usage.
What success looks like
After saving:
The updated account-wide limits are shown in Preferences.
Each user’s monthly allowance reflects the per-user limits you selected.
Call analysis, Role Play, and coaching stop using additional time when their applicable limits are reached.
Your team’s monthly usage stays aligned with your subscription and priorities.
Troubleshooting
A feature stopped working before the end of the month
Check both the account-wide limit and the per-user limit. The feature may have reached one of those limits or may be set to 0.
One user cannot use a feature, but other users can
Review that activity’s per-user limit. The individual user may have reached the monthly allowance even though account-wide hours remain.
The whole team cannot use a feature
Review the account-wide limit. The account may have reached the monthly cap, or the activity may have been turned off.
I cannot edit the usage limits
Confirm that you have manager or admin access and permission to update account preferences. If the controls are still unavailable, contact Shilo Support.
Related next steps
Feedback and support
Did this article help you manage your team’s Shilo usage?
If you are unsure which limits to choose or need help understanding your plan, submit a ticket to Shilo Support.