# 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.
#### **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. *** #### **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. *** #### **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 *** #### **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 *** #### **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 | --- # Agent Instructions: 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. 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