New Permission: Initiate New Chat

We’ve introduced a new permission under Roles & Permissions called Initiate New Chat. This feature gives you more control over what your team members can do inside DoubleTick, while keeping conversations well-organized. 📌 What is the Initiate New Chat Permission? The Initiate New Chat permission allows agents to start a brand-new chat with a customer. When an agent sends the first message in a new chat:

• The conversation is automatically assigned to them.

• They can continue managing it just like their other assigned chats.

This ensures accountability while still giving agents the flexibility to reach out to new customers when needed. 🛠 Example Use Case Imagine you’ve created a custom role for your support agents where they can:

• ✅ Only see and reply to chats assigned to them

• ❌ Not access unassigned conversations

But you also want them to initiate new chats with customers when required. With the Initiate New Chat permission enabled:

• The agent can start a new conversation with a customer.

• As soon as they send the first message, the chat gets automatically assigned to them.

• They now own the conversation and can manage it fully.

This balances control with flexibility — agents don’t have access to all unassigned chats but can still proactively reach out when necessary. 🔑Where to Find It

You can enable this permission by following these steps:

• Go to Settings → Roles in your DoubleTick dashboard.

• Create or edit a role.

• Under Conversation Management, you’ll see Initiate New Chat.

• ✅ Tick the box to allow agents with this role to start new chats.

• Save the role.

🎯 Why This Matters ✅More control– Decide which roles can initiate new chats. ✅Accountability– Chats are automatically assigned to the initiator. ✅Flexibility– Agents can proactively engage customers when required. This update ensures that your team can stay efficient, without compromising structure or visibility