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Understanding the 4 Predefined Channel Roles in DoubleTick

Once you have set up your team's Organization Roles, the next step is understanding Channel Roles.

While Organization Roles control how your DoubleTick account is managed, Channel Roles control what your team can do inside a specific WhatsApp number — things like reading and replying to conversations, managing message templates, working with bots, handling calls, managing WhatsApp groups, and setting reminders.

Every team member gets a Channel Role assigned to them for each WhatsApp number they have access to. DoubleTick gives you four default Channel Roles to choose from.

Let's walk through each one.

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1. Owner

The Owner has complete access to everything inside the WhatsApp channel — no restrictions at all.

Best suited for: WhatsApp channel owners, WABA managers, and supervisors who need full control over messaging operations.

What an Owner can do:

Conversations

  • Read all conversations — both assigned and unassigned

  • Reply to any conversation

  • Delete conversations

  • Initiate new chats

Calling

  • Initiate and receive calls

  • Modify call settings

  • View call logs

Templates

  • Create, view, and delete templates

Bots

  • Read bots

  • Edit bot messages

  • Delete bot keywords

  • Change bot status

WhatsApp Groups

  • Create, modify, and delete groups

  • View group information

Reminders

  • Create reminders

  • Edit any reminder

  • Delete any reminder

  • View all reminders

No Channel capabilities are off-limits for the Owner role.

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2. Team Lead

The Team Lead role gives managers broad control over day-to-day WhatsApp operations — conversations, templates, bots, calls, groups, and reminders — without carrying the full weight of channel administration.

Best suited for: Chat supervisors, bot and template managers, and calling supervisors.

What a Team Lead can do:

Conversations

  • Read all conversations

  • Reply to all conversations

  • Handle assigned and unassigned conversations

  • Delete conversations

  • Initiate new chats

Calling

  • Initiate and receive calls

  • View call logs

  • Modify call settings

Templates

  • Create, view, and delete templates

Bots

  • Read bots

  • Edit bot messages

  • Delete bot keywords

  • Change bot status

WhatsApp Groups

  • Create, modify, and delete groups

  • View group information

Reminders

  • Create, edit, delete, and view reminders

Team Leads can handle almost everything a channel Owner can — making them a great fit for day-to-day supervision.

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3. Team Member

The Team Member role is for your everyday agents. They can handle conversations, work with templates, manage reminders, and initiate new chats — but have limited control over bots and no access to call management or group settings.

Best suited for: Sales agents, customer support staff, and pre-sales and operations team members.

What a Team Member can do:

Conversations

  • Read all conversations

  • Reply to any conversation

  • Manage assigned conversations

  • Initiate new chats

Templates

  • Create and view templates

Bots

  • Read bots

  • Edit bot messages (within their scope)

Reminders

  • Create their own reminders

  • View reminders

What a Team Member cannot do:

  • Delete conversations

  • Delete templates

  • Change bot status or delete bot keywords

  • Initiate or receive calls

  • Modify call settings

  • Create, modify, or delete WhatsApp groups

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4. Team Member (Assigned)

This is the most restricted Channel Role. A Team Member (Assigned) is focused entirely on conversations that have been routed or assigned to them — with very limited access beyond that.

Best suited for: Outsourced agents, restricted support staff, and operators who should only handle their assigned conversations.

What a Team Member (Assigned) can do:

Conversations

  • Read and reply to assigned conversations

  • Limited access to unassigned conversations

Templates

  • Create and view templates

Reminders

  • Create reminders

What a Team Member (Assigned) cannot do:

  • Access all conversations freely

  • Delete conversations or templates

  • Edit or modify bots

  • Change bot status or delete bot keywords

  • Initiate or receive calls

  • Configure call settings

  • Create, modify, or delete WhatsApp groups

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Quick Comparison

Capability
Owner
Team Lead
Team Member
Assigned Member

Read all conversations

Yes

Yes

Yes

No

Reply to all conversations

Yes

Yes

Yes

No

Read and reply to assigned chats

Yes

Yes

Yes

Yes

Delete conversations

Yes

Yes

No

No

Initiate new chats

Yes

Yes

Yes

No

Create templates

Yes

Yes

Yes

Yes

View templates

Yes

Yes

Yes

Yes

Delete templates

Yes

Yes

No

No

Read bots

Yes

Yes

Yes

No

Edit bot messages

Yes

Yes

Yes

No

Change bot status

Yes

Yes

No

No

Delete bot keywords

Yes

Yes

No

No

Initiate and receive calls

Yes

Yes

No

No

Modify call settings

Yes

Yes

No

No

View call logs

Yes

Yes

No

No

Create and manage groups

Yes

Yes

No

No

Create reminders

Yes

Yes

Yes

Yes

Edit and delete any reminder

Yes

Yes

No

No

View all reminders

Yes

Yes

Yes

No

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