> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/settings/manage-roles/how-to-set-permissions-for-custom-organization-role.md). # How to set permissions for custom organization role Learn what each permission does in simple, beginner-friendly terms so you can build custom team roles with complete confidence. **Available on:** Pro and Enterprise plans. #### What's covered * [Overview of custom organization roles](https://learn.doubletick.io/settings/manage-roles/how-to-set-permissions-for-custom-organization-role#overview-of-custom-organization-roles) * [Understanding the permissions across all features](https://learn.doubletick.io/settings/manage-roles/how-to-set-permissions-for-custom-organization-role#enterprise-analytics-management) * [Best practices for configuring roles](https://learn.doubletick.io/settings/manage-roles/how-to-set-permissions-for-custom-organization-role#best-practices-for-configuring-roles) * [Frequently asked questions](https://learn.doubletick.io/settings/manage-roles/how-to-set-permissions-for-custom-organization-role#frequently-asked-questions) #### Overview of custom organization roles DoubleTick lets you build custom organization roles by choosing specific permissions under **Settings > Roles > Create new role**. When a permission is unchecked, that page or feature stays completely hidden or locked from the user. You only grant what someone needs for their daily job, keeping your account secure and simple to navigate. Organization roles control account-wide access. Channel roles control access within a specific WhatsApp number. For a detailed comparison, see [Understanding Roles and Types of Roles](/settings/manage-roles/understanding-roles-and-types-of-roles.md). {% hint style="info" %} To understand the permissions available in **custom channel role**, refer to [How to set permissions for custom channel role](/settings/manage-roles/how-to-set-permissions-for-custom-channel-role.md). {% endhint %}
#### Enterprise analytics management Controls who can view, build, or change high-level performance reports and dashboards. * **View Analytic Reports and Dashboards**: Allows the user to open and look at enterprise performance reports and charts. They cannot change or delete anything. * **Create Analytic Reports and Segments**: Lets the user build brand-new custom charts, segments, and performance reports from scratch. * **Edit Analytic Reports and Dashboards**: Lets the user modify existing reports, change date filters, or re-arrange dashboard layouts. * **Delete Analytic Reports and Dashboards**: Allows permanent deletion of saved reports and dashboards. Give this only to senior leads. * **View Customer Data in Analytics**: Lets the user see real customer names and phone numbers inside analytical reports instead of anonymous numbers. #### Conversation management Governs what team members can see and do while chatting with customers in the inbox. * **Change Agent Assigned**: Lets a team member reassign a customer chat from themselves (or someone else) to another agent. * **Add Internal Notes**: Lets agents leave private, hidden notes inside a customer's chat thread that only your internal team can read. * **Edit Internal Notes**: Allows users to edit and update internal notes previously added to a chat. * **Remove Internal Notes:** Lets users delete internal chat notes. * **View custom views**: Lets agents open and use pre-filtered inbox views (like "Unassigned Chats" or "VIP Leads"). * **Manage custom views**: Lets users create, edit, or delete custom inbox filter views for the team. * **Manage Quick Replies**: Allows users to create, edit, or delete saved canned responses for faster typing. * **WA Group Signature**: Lets users enable or disable automatic team signatures inside WhatsApp group messages. #### Customer management Controls access to your saved contact book and customer database. * **View All Customers**: Lets the user browse your complete contact list. Without this, agents only see contacts assigned to them. * **View Customer Phone Numbers:** Shows full, unmasked customer phone numbers. If turned off, phone numbers are hidden to protect privacy. * **View Customer Custom Data**: Lets the user read extra details stored on customer profiles (like age, order ID, or city). * **Edit custom fields:** Allows agents to update or change those extra profile details for a customer. * **Manage Custom Field Schema:** Lets a user create new customer profile fields (like adding a new "Loyalty Rank" field) for the entire company. * **Manage Customer Segments:** Lets users group customers using filters (for example, "Customers who bought in August"). * **Export Customer Segments:** Allows downloading customer contact lists to a file. Keep this restricted to prevent data leaks. * **Delete Customer**: Allows permanent deletion of a customer profile and history. Grant this only to trusted admins. #### Channel management Controls who can manage broadcast messaging campaigns and schedules. * **Access & Create Broadcast Lists:** Lets users open the Broadcast section and save new lists of contacts to message later. * **Send Broadcasts**: Gives permission to physically hit "Send" on bulk promotional message campaigns. * **View Scheduled Broadcasts**: Lets users check what bulk messages are lined up to be sent in the future, including their set times. * **Delete Scheduled Broadcasts**: Allows users to cancel and delete upcoming scheduled broadcasts before they go out. * **Manage Own Broadcast Privacy**: Lets an agent control who else on the team can see or use the broadcast lists they created personally. * **Manage All Broadcast Privacy**: Gives full control to adjust privacy settings on every single broadcast list created across the company. #### WABA management Controls settings for your connected WhatsApp Business Accounts. * **View WhatsApp Account Setup**: Lets the user see which WhatsApp Business numbers are connected and their health status. * **Manage WhatsApp Account Setup**: Allows connecting new WhatsApp numbers, disconnecting existing ones, or changing API settings. #### Team members management Controls who can manage other staff members in your DoubleTick workspace. * **View Team Member List**: Lets the user see a list of everyone on your team, their roles, and whether they are active. * **Invite Team Members**: Allows sending official email or phone invites to bring new staff onto DoubleTick. * **Edit Team Member Details**: Lets a user change another staff member's name, assigned role, or manager. * **Delete Team Members**: Allows kicking a staff member off DoubleTick so they lose access immediately. * **Edit Own Profile**: Lets the user update their own display name, email, and login phone number. If turned off, their profile is locked unless an admin edits it. #### Ads insights * **View Ad Insights**: Lets the user see how well your Click-to-WhatsApp Facebook/Instagram ads are performing and how many chats they generate. #### Manage billing * **Manage Plan and Wallet Recharge**: Lets the user view your account balance and add money to your messaging wallet. #### Integration management Controls connecting third-party tools like Shopify, HubSpot, or custom CRMs. * **View All Integrations:** Lets the user see which third-party apps are currently linked to your account. * **Add New Integrations:** Allows setting up and connecting brand-new software tools to DoubleTick. * **Activate Integrations**: Lets users turn on or reconnect an integration that was temporarily paused. * **Deactivate Integrations**: Allows turning off or disconnecting third-party app links. #### API management * **View API Keys**: Lets the user view secret API keys used for custom software integrations. * **Generate API Keys**: Allows creating new API keys. Keep this restricted to developers or admins since API keys give direct backend access. #### Webhooks management * **View Webhook Configuration**: Lets users see webhooks configured to send real-time chat data to outside systems. * **Create Webhooks**: Allows setting up new webhook links to push data outward. * **Delete Webhooks**: Allows deleting existing webhooks, which stops real-time data from sending. #### SSO * **Manage SSO Configuration**: Lets an admin set up Single Sign-On (SSO) so employees can log in using company credentials (like Google Workspace or Okta). #### Audit logs * **View Audit Logs**: Lets the user view a complete security log showing every action taken by every team member on DoubleTick. #### Working hours Controls business hours and automatic away messages. * **View Working Hours**: Lets the user see when your business is marked as open or closed. * **Configure Custom Working Hours**: Allows a user to set up personal or team-specific operating schedules. * **Configure Org Level Working Hours**: Lets a user change company-wide business hours and edit auto-reply away messages. #### Service-level agreement (SLA) * **View SLA Overview**: Lets users see response time targets and check if agents are replying to customers quickly enough. * **Configure SLA**: Allows setting up rules for maximum allowed customer wait times and turning SLA warnings on or off. #### AI agent management Controls setting up and testing automated AI chatbots. * **View AI Agents**: Lets users view created AI chatbots, test conversations, and review bot chat logs. They cannot edit or break anything. * **Create AI Agents**: Allows building new AI bots, as well as importing or exporting bot setups. * **Edit AI Agents**: Lets users change prompts, knowledge bases, and settings for existing AI bots. * **Delete AI Agents**: Allows permanent deletion of an AI bot from your system. #### CX overview Controls tracking customer experience issues and complaint trends. * **View CX Overview Issues**: Lets users open the CX dashboard to see flagged customer experience issues and trends. * **Configure CX Overview Issues**: Allows setting up new issue categories (like "Late Delivery" or "Payment Error") to track. * **Delete CX Overview Issues**: Lets users remove tracked issue categories from the CX setup. #### Analytics * **View Analytic Widgets**: Lets the user view individual metric cards and graphs on the main dashboard. * **Create/Edit Analytic Widgets**: Allows adding new summary widgets or customizing existing graphs on the main dashboard. * **Delete Analytic Widgets**: Lets the user remove metric cards from the dashboard display. #### Billing management * **View Subscription Invoices**: Lets users view receipts and invoices for your DoubleTick monthly/yearly platform plan. * **Download Subscription Invoices**: Allows downloading platform plan invoices as PDF files. * **View Wallet Invoices**: Lets users view receipts for wallet top-ups and recharge payments. * **Download Wallet Invoices**: Allows downloading wallet top-up payment receipts. * **View Billing Details**: Shows saved credit cards, GST/Tax details, and company billing addresses. * **Edit Billing Details**: Allows updating company tax info or changing payment methods. * **View Conversation Cost Summary**: Lets users see a breakdown of how much money is being spent on WhatsApp message charges. * **Download Conversation Cost Reports**: Allows downloading detailed Excel/CSV reports of messaging costs. #### Call management * **Assign Call License**: Lets a manager give a calling license to an agent so they can make and receive calls. * **Revoke Call License**: Allows taking a calling license away from a team member. #### Custom events * **Manage Custom Events**: Lets users create, edit, or delete custom tracking triggers used for advanced analytics. #### Email alerts * **Configure Email Alerts**: Allows setting up who receives low-balance warnings or system email alerts when funds run low. #### Role management * **Manage Roles & Permissions**: Gives full control to create, edit, or delete team roles and permissions—including their own. > Important: This is a top-level admin permission. Anyone with this turned on can grant themselves access to every other feature on the platform. #### Tags * **Create Tag**: Lets agents create new labels (like "Urgent" or "Hot Lead") to organize customer chats. * **Delete Tag**: Allows deleting existing tags from the workspace. #### Team management * **Download Team Hierarchy Report:** Lets a manager download an organization chart report showing all staff members and who they report to. #### Enterprise security Controls device security and login enforcement. * **Manage Device Binding**: Lets an admin force agents to log in only from pre-approved, registered mobile phones or computers. * **Manage Devices**: Allows managers to approve new staff login devices, reject unknown devices, or forcibly log out lost phones. #### Best practices for configuring roles * Start new staff with basic View permissions. Only grant Edit or Delete rights if their job requires it. * If using external agents, turn off View Customer Phone Numbers to keep your lead database private. * Reserve Role Management, API Management, and Billing strictly for account owners and top admins. #### Frequently asked questions
What is the difference between an organization role and a channel role? An organization role controls account-wide access, such as billing, team management, and analytics. A channel role controls what a team member can do within a specific WhatsApp number, such as viewing chats, sending messages, or managing templates.
Do changes to a role apply right away? Yes. Saving a role updates permissions instantly. Team members do not need to log out.
Can one team member have two different roles? No. Each team member has one primary role. Configure that role with the required permissions.
What does an agent see without permission for a feature? The feature is hidden. Direct links show an access-denied message.
Can I change a default role like Team Lead? Default roles are pre-configured. Create a custom role in **Settings → Roles** for tailored permissions.
What happens if I delete a custom role that agents use? Select a replacement role for affected team members before deleting the role.
#### Related topics * [Understanding Roles and Types of Roles](/settings/manage-roles/understanding-roles-and-types-of-roles.md) * [Understanding Custom Role in DoubleTick and How Do You Create One?](/settings/manage-roles/understanding-custom-role-in-doubletick-and-how-do-you-create-one.md) * [How do you view Role Permissions and Duplicating Roles](/settings/manage-roles/how-do-you-view-role-permissions-and-duplicating-roles.md) * [How to Change the Role of an Existing Team Member](/settings/manage-roles/how-to-change-the-role-of-an-existing-team-member.md) * [How to set permissions for custom channel role](/settings/manage-roles/how-to-set-permissions-for-custom-channel-role.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://learn.doubletick.io/settings/manage-roles/how-to-set-permissions-for-custom-organization-role.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.