How to set permissions for custom channel role

Learn what each custom channel role permission allows in DoubleTick.

Available on: Pro and Enterprise plans.

When you create a custom channel role in DoubleTick, you choose exactly which WhatsApp-specific permissions to include. This is a plain-language breakdown of every available permission — what it does and who it's for.

What's covered

• Overview of custom channel roles

• Understanding the permissions across all features

• Example: building a custom channel role

• Key takeaways

• Frequently asked questions

Overview of custom channel roles

Channel roles control access within a specific WhatsApp number. Organization roles control account-wide access. For a detailed comparison, see Understanding Roles and Types of Roles.

To understand the permissions available in custom organization role, refer to How to set permissions for custom organization role.

Conversation management

Controls what a team member can see and do with chats on this WhatsApp channel.

• View Assigned Chats: see chats that are currently assigned to the user. The most basic level of conversation access.

• View Unassigned Chats: see chats that haven't been assigned to anyone yet. Useful for agents or supervisors who pick up new conversations from the queue.

• View All Chats: see every chat on the account, regardless of who it's assigned to. Give this to supervisors or team leads who need full visibility.

• Start New Chats: initiate a new conversation with a customer from a WhatsApp number. Useful for outbound sales or follow-up agents.

• Message Assigned Chats: send messages in chats that are assigned to the user. This is the standard permission for any agent handling their own conversations.

• Message Unassigned Chats: send messages in chats that haven't been assigned to anyone yet. Useful for agents who pick up and handle unassigned conversations.

• Message All Chats: send messages in any chat on the account, regardless of assignment. Best for senior agents or supervisors managing the full queue.

• Delete Chats: permanently delete chat threads from the system. A sensitive permission — keep this with admins or senior team leads only.

• Block Customers (New): lets a team member block a customer on this WhatsApp channel, so the customer can no longer send messages. Owners, Team Leads, and Team Members (both the "sees all chats" and "only assigned chats" variants) have this by default — custom roles need it turned on manually. See How to block or unblock customers to learn more.

Templates management

Controls access to WhatsApp message templates.

• View Templates: see all approved, pending, and rejected message templates. A safe read-only permission for anyone who uses templates.

• Create Templates: design and submit new WhatsApp message templates for approval. Give this to agents or marketing team members who build out messaging campaigns.

• Delete Templates: remove existing templates from the library. Keep this with team leads or admins to avoid accidental deletions.

WhatsApp group management

Controls what a team member can do with WhatsApp group conversations.

• Create WhatsApp Groups: set up new group conversations on WhatsApp. Give this to team members who manage group-based communication with customers.

• View Group Details: see group name, description, and member lists for WhatsApp groups. A safe read-only permission for anyone who needs visibility into groups.

• Edit Group Settings: update group name, description, and member lists. Give this to whoever manages and maintains group conversations.

• Delete WhatsApp Groups: permanently delete existing WhatsApp group structures. Keep this with admins or senior team leads only.

Bots management

Controls access to bot configurations and automated workflows.

• View Bot Configurations: see the setup, logic, and status of all active bots. A safe read-only permission for anyone who needs to understand how bots are configured.

• Toggle Bot Status: enable or disable automated bot workflows. Give this to team leads or supervisors who manage when bots are active.

• Edit Bot Responses: modify the automated messages and content sent by bots. Give this to whoever maintains and updates your bot content.

• Delete Bot Keywords: remove specific trigger keywords or phrases from bot configurations. Keep this with senior team members — removing keywords can affect how bots respond.

• Manage Catalog Requests: approve or reject customer requests to access product catalogs. Useful for sales or operations team members managing product catalog access.

Call management

Controls calling capabilities within a WhatsApp channel.

• Make Outgoing Calls: initiate voice calls directly to customers from DoubleTick. Give this to agents or sales reps who need to call customers.

• Receive Incoming Calls: accept and answer incoming voice calls from customers. Give this to any agent handling inbound calls.

• Configure Call Settings: allocate and manage calling licences for the channel. Keep this with admins or team leads responsible for call setup.

• View All Call Logs: view every call log across the channel, including calls made by all team members. Useful for supervisors or admins who need visibility into all calling activity for monitoring or resolving disputes.

• View My Call Logs: view only the call logs handled by the user or their team members. For example, a reporting manager with this permission can see their own calls as well as calls made by everyone reporting to them, but not calls from outside their reporting line.

Example: building a custom channel role

Say you have a support agent who handles assigned customer conversations and uses templates to reply, but shouldn't be able to delete anything or manage bots. Here's what their custom channel role might look like:

Role name: Support Agent Description: For support staff handling assigned conversations and using templates.

Permissions selected:

• View Assigned Chats

• View All Chats

• Message Assigned Chats

• View Templates

• Create Templates

• View Bot Configurations

• Receive Incoming Calls

They can do their job fully, without access to anything sensitive or irreversible.

Key takeaways

• Custom channel roles control what a team member can do on a specific WhatsApp number — separate from organization roles, which control account-wide access.

• Block Customers is off by default for custom roles and automatically turns on View Assigned Chats and Message Assigned Chats when enabled.

• Keep sensitive permissions — Delete Chats, Delete Templates, Delete WhatsApp Groups, Delete Bot Keywords — with admins or senior team leads only.

• Build roles around what someone actually needs for their job, starting from view-level access and adding more only when required.

Frequently asked questions

What's the difference between a channel role and an organization role?

A channel role controls what a team member can do within a specific WhatsApp number, such as viewing chats, sending messages, or managing templates. An organization role controls account-wide access, such as billing, team management, and analytics.

Can a person have different channel roles on different WhatsApp numbers?

Yes. Channel role permissions are set per WhatsApp number, so someone can have more access on one number than another if your business uses multiple channels.

Does turning on Block Customers give any other permissions automatically?

Yes. It automatically turns on View Assigned Chats and Message Assigned Chats, and these can't be turned off separately while Block Customers stays on.

Related articles

Understanding Roles and Types of RolesUnderstanding Custom Role in DoubleTick and How Do You Create One?How to set permissions for custom organization roleHow to block or unblock customers