Understanding Organization Roles & Permissions in DoubleTick
DoubleTick allows multiple users from your business to collaborate on WhatsApp, CRM, and automations. To ensure data security and structured access, the platform assigns permissions based on Organization Roles.
Each role determines:
what the user can view
what the user can create or edit
what settings they can manage
what billing or auditing data they can access
This article explains every default role in detail, including what tasks each role can and cannot perform.
Default Organization Roles Overview
DoubleTick includes four organization roles:
Owner
Full access
Business owners, platform administrators, billing users
Team Lead
Manager-level access
Team supervisors, sales/operations managers
Team Member
Standard access
Sales, support, pre-sales, operations
Team Member (Assigned)
Restricted access
Agents working only on assigned conversations
Detailed Role Breakdown
1. Owner
The highest-level role, with full visibility and full control across all settings, data, and billing.
Best suited for:
Organization administrators
Billing and finance teams
Technical operations & integration owners
Account administrators
Key Capabilities Explained
(A) Team & User Access Management
Owners can:
Add & remove users
Edit user roles & team assignments
Transfer ownership
Manage access controls
Ensures proper internal governance.
(B) Billing, Subscription & Wallet
Owners can:
View subscriptions
Download invoices
Manage billing info
Recharge wallet for WhatsApp API usage
View usage & consumption reports
(C) Integrations & API Access
Owners can:
Add, connect & disconnect integrations
Enable CRMs (e.g., Zoho)
Configure webhooks
Generate API keys
Allows integration with marketing, CRM or automation systems.
(D) Channels & Communication Controls
Owners can:
Create WhatsApp channels
Manage channel assignments
Modify call settings
Access ads insights
(E) Customer & Segment Data
Owners can:
Export customer data
Export customer segments
View masked or unmasked phone numbers
Delete customer records
(F) Advanced Admin & Security Controls
Owners also access:
Audit Logs
SSO Authentication
Analytics & Reports Dashboard
Roles & Permissions Management
No restrictions apply to Owner — it is the most comprehensive access role.
2. Team Lead
Team Leads have expanded managerial access but do not control billing, subscription, or full security settings.
Best suited for:
Sales/Support Team Managers
Supervisors
Pre-sales managers
Campaign & Retargeting managers
Key Capabilities Explained
Customer Operations
Team Leads can:
View all customer records
Export segment data for campaigns
Manage customer segments
Useful for analytics, retargeting, and pipeline operations.
Chat & Collaboration Tools
They can:
Assign chats
Change chat assignees
Create & update notes
Delete notes
Edit custom chat fields
Analytics & Reporting
Team Leads can:
View analytics widgets
Create widgets
Edit widgets
Delete widgets
Team Access
Within their scope, Leads can:
Add team members
Remove team members
Update team member details
They supervise agents operationally, not financially.
Integrations
Team Leads can:
View integrations
Add integrations (limited)
Access webhook management
Wallet (Operational)
They can manage usage aspects, but not subscription billing.
Restrictions: Team Leads cannot:
Manage subscription
Manage invoices
Configure SSO
Access audit logs
Generate API keys
Delete customers
3. Team Member
Team Members have standard access to day-to-day operational functions.
Best suited for:
Sales agents
Customer support reps
Pre-sales coordinators
Operations staff
Key Capabilities Explained
Customer Communications
Team Members can:
Handle chats
Change chat assignees
Edit custom chat fields
Add / update / delete customer notes
Channel & Collaboration
They can:
Create public channels
Manage access to self-created channels
View team members & organization structure
Visibility & Read Access
Members can:
Read integrations (limited visibility)
Read chat customer fields
Read team-level details
Restrictions
Team Members cannot:
Access billing or wallet
Export segment or customer data
Modify subscription or SSO
Manage webhook or API keys
Add or remove team members
Manage security permissions
Designed purely for operational everyday usage.
4. Team Member (Assigned)
The most restricted operational role.
Best suited for:
Outsourced agents
Vendors or temporary staff
Agents limited to specific customers
Operators with privacy constraints
Key Capabilities Explained
Assigned members can:
Work only on assigned chats
Edit chat custom fields
Create & manage customer notes
Reassign chats (within scope)
Create public channels
View team members
View integrations (read-only)
Restrictions vs Team Member
Assigned members cannot:
View unassigned chats
Export customer or segmentation data
Access analytics
Manage segments
Manage wallet or billing
Add/remove users
Access integration controls
Designed for privacy-aware operational environments.
Capability
Owner
Team Lead
Team Member
Assigned Member
Assigned chats
✓
✓
✓
✓
Access all chats
✓
✓
✓
✗
View customer phone
✓
✓
✗
✗
Create notes
✓
✓
✓
✓
Edit chat custom fields
✓
✓
✓
✓
Export segments
✓
✓
✗
✗
Export customers
✓
✓
✗
✗
Add/remove users
✓
✓
✗
✗
Create public channels
✓
✓
✓
✓
Billing & subscription
✓
✗
✗
✗
Wallet access
✓
✓
✗
✗
Manage integrations
✓
Partial
View-only
View-only
API & Webhooks
✓
Partial
✗
✗
Audit logs & SSO
✓
✗
✗
✗
Summary
Owner
Full administrative
Billing + Integrations + Audit
Team Lead
Managerial
Operations + Analytics + Segments
Team Member
Operational
Sales + Support
Assigned Member
Restricted
Assigned-only agents
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