Understanding Roles and Types of Roles

If you're adding your team to DoubleTick, this is one of the first things you'll want to understand — because it makes managing your team a whole lot easier.

So, What Exactly is a Role?

Think of a role like a job profile inside DoubleTick. When you add someone to your account, you assign them a role — and that role decides what they can see and what they can do on the platform.

For example, your support agent probably needs to read and reply to customer chats. But they don't need to see your billing details or generate API keys. A role makes sure they only get access to what's relevant to their job.

Simple, right? Let's go a little deeper.

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There Are Two Types of Roles

DoubleTick has two types of roles, and each one controls a different part of the platform.

Organization Roles cover a broad range of permissions across your DoubleTick account. This includes the administrative stuff like managing your team, handling billing, setting up integrations, and viewing analytics — but it also includes things like managing customer data, handling conversations, running broadcast campaigns, and assigning call licences. If a permission is about how your account and your team operate as a whole, it's an Organization Role permission.

Channel Roles are focused specifically on what a team member can do within a particular WhatsApp number connected to your account. Since DoubleTick supports multiple WhatsApp numbers under one account, channel roles let you define permissions per number. This covers things like which chats a person can view and message, whether they can manage templates and bots, whether they can make or receive calls, and whether they can create or manage WhatsApp groups. If a permission is tied directly to activity on a specific WhatsApp number, it's a Channel Role permission.

A helpful way to think about it — Organization Roles are about your team and your account, while Channel Roles are about what happens on each WhatsApp number.

Every team member you add to DoubleTick gets both types assigned to them. Their Organization Role controls their account-level access, and their Channel Role controls their WhatsApp-number-level access.

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Default Roles and Custom Roles

You don't have to build roles from scratch. DoubleTick gives you four ready-to-use default roles in both Organization and Channel categories. These cover the most common setups — from full admin access all the way down to a restricted agent who only handles their assigned chats.

If the defaults don't fit your team structure, you can always create a custom role where you pick exactly the permissions you want to include. We'll cover that in a later article.

Where Do You Find Roles in DoubleTick?

Finding the Roles section is straightforward:

1. Log in to your DoubleTick account.

2. Click Settings in the left-hand panel.

3. Use the search bar inside Settings and type Roles.

4. Open the Roles section.

Inside, you'll see Manage Channel — divided into Organization Level Roles and Channel Level Roles. This is where you can view all existing roles and create new ones.