How do you view Role Permissions and Duplicating Roles
DoubleTick comes with four built-in default roles that you can now view in full detail — so you can see exactly which permissions each role carries. You can also duplicate any role, default or custom, to use it as a starting point for a new custom role.
The Four Default Roles
Every DoubleTick account includes the following built-in roles, available at both the Organisation level and Channel level:
Owner — Full access to every permission on the platform, including billing, integrations, API keys, SSO, and team management.
Team Lead — Can invite and remove team members and view all conversations.
Team Member – All Chats — Can view all chats within the team but has no administrative access.
Team Member – Assigned Only — Can only view conversations that are directly assigned to them, or conversations that are not assigned to anyone.
Default roles are read-only and cannot be edited.
How to View Permissions on a Default Role
Click Settings in the left navigation bar.
Select Roles from the Settings menu.
Choose either the Organisation Level Roles tab or the Channel Level Roles tab.
Click anywhere on the role row you want to view — for example, Owner or Team Lead.
The full permission set opens in a detail view, organised into categories such as Conversation Management, Customer Management, Channel Management, Team Members Management, and more.
Each permission is displayed with its name and a plain-English description of what it allows. All checkboxes are read-only — you can review but not modify them.
How to Duplicate a Role
Duplicating a role creates a new editable custom role pre-filled with all the permissions of the original. You can then rename it and adjust the permissions as needed. This works for both default roles and custom roles.
Click Settings in the left navigation bar.
Select Roles from the Settings menu.
Find the role you want to use as a template.
Click the Duplicate icon on the right side of that role's row.
A new role editor opens, pre-named with a versioned suffix — for example, duplicating Owner creates Owner_v1.
Click the role name at the top to rename it to something meaningful for your team.
Review the pre-filled permissions. Toggle any checkboxes to add or remove permissions as needed. Use the Search Permissions field at the top to quickly find a specific permission.
Click Create New Role at the bottom to save.
Your new custom role will appear in the roles list immediately and is ready to be assigned to team members.
Tips
Start from the closest default role. If you need a role that is almost identical to an existing one, duplicate it and adjust only the permissions that need to change — this is faster than building a role from scratch.
Rename before saving. The auto-generated name such as Owner_v1 is just a suggestion. Rename it to something your team will immediately recognise.
Duplication works on both tabs. The Duplicate action is available on both the Organisation Level Roles tab and the Channel Level Roles tab.
Default roles are never affected. Duplicating a default role does not alter the original in any way. It always remains intact and read-only.
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