Welcome to Shilo! You may have been sent here to learn how to start using Shilo for Role Play - this video will walk you through your first steps with Role Play and finding your assigned Team Library Folders!
1. Open the Role Play Section and Team Library
Start in Shilo and look at the left-hand sidebar.
Click the mask icon to open the Role Play section.
Select Team Library to view the available folders and scenarios.
2. Choose Your Assigned Folder and Scenario
In Team Library, you’ll see one or more folders.
The first folder shown is Shilo Training, which includes three starter scenarios.
Click a scenario to open it and review:
the call overview
the transcript
the agent coaching
3. Review Coaching Before Starting
Use the Agent Coaching section to understand:
the top moments from the call
the top possible improvements
This helps you know what Shilo is looking for before you begin the role play.
4. Start the Role play
When you’re ready, click Role play.
Shilo turns the original call into a practice scenario.
Your goal is to try new phrasing and better ways of asking questions while staying in the conversation.
5. Work Through the Conversation and Aim for a High Rating
Continue the conversation all the way to the end.
Try to earn a 4-, or 5-star rating.
Focus on improving your performance as you go.
6. Pause if You Need to Review the Transcript or Coaching
If you get stuck, you can pause the role play.
Go back to the transcript or agent coaching to see what should happen next.
Then return to the call and continue through the end.
7. End the Role play and Submit or Delete
When the conversation is complete, click End Role play.
You’ll see two options:
Submit: sends the role play for rating
Delete: removes it
If you submit, Shilo will score the call using the five-star rating system.
8. Review Submitted Role plays in the Role plays Section
After submitting, the role play appears in your Role plays section.
While the new rating is processing, you can start another scenario.
This lets you keep practicing without waiting.
9. Complete All Scenarios in the Assigned Folder
Return to Team Library and open your assigned folder.
If your team assigned a folder, you may need to complete every scenario inside it.
Folder requirements may include:
a 5-star rating on every call
or an average rating threshold such as 3 stars or higher
10. Use Ratings and Coaching to Improve Over Time
After a role play finishes processing, you can review:
your original rating
your new rating
the updated agent coaching
Keep reworking scenarios until you feel confident.
Shilo evaluates calls based on three main things:
building confidence and trust
handling objections well
setting the next step
Improving in these areas should help raise your score.