Understanding the 4 Predefined Organization Roles in Doubletick
When you add people to your DoubleTick account, every person gets an Organization Role. This role decides what they can see and do at the account level — things like managing your team, accessing billing, setting up integrations, and viewing analytics.
DoubleTick gives you four default Organization Roles right out of the box. Let's walk through each one — who it's for and exactly what they can do.
1. Owner
The Owner is the most powerful role on DoubleTick. There are no restrictions — an Owner has full access to every setting, every report, and every tool on the platform.
Best suited for: Business owners, account admins, billing and finance teams, and anyone responsible for technical setup and integrations.
What an Owner can do:
Team and User Management
Add, update, and delete team members
Manage roles across the account
Billing, Subscription and Wallet
View and update billing details
Download invoices (wallet and subscription)
Manage wallet
Integrations and API Access
Add, connect, and disconnect integrations
Create and view API keys
Channels and Communication
Create public channels
Manage channels and channel access
Customer and Segment Data
View all customer records and phone numbers
Delete customer records
Create, update, and delete customer notes
Admin and Security
Add, read, and delete webhooks
Configure SSO authentication
Access audit logs
Access the full analytics and reports dashboard
Create and delete analytics widgets
2. Team Lead
The Team Lead role is built for managers and supervisors. They have broad access to day-to-day operations but cannot touch billing, API keys, or high-level security settings.
Best suited for: Sales and support managers, operations supervisors, campaign managers, and pre-sales leads.
What a Team Lead can do:
Team Management
Add, update, and delete team members
Customer Operations
View all customer records and phone numbers
Export segment customers
Assign and reassign chats
Create, update, and delete customer notes
Analytics and Reporting
Access enterprise analytics
Create, edit, and delete analytics widgets
Channels
Create public channels
Manage channels and channel access
Wallet and Webhooks
Manage wallet
Add, read, and delete webhooks
Integrations
View integrations
What a Team Lead cannot do:
Manage billing or subscriptions
Download invoices
Create API keys
Configure SSO
Access audit logs
Delete customer records
3. Team Member
The Team Member role is your standard agent role. It is built for people who need to handle conversations and work with customers every day — without access to anything administrative.
Best suited for: Sales agents, customer support staff, pre-sales coordinators, and operations team members.
What a Team Member can do:
Customer Communications
Reassign chats
Create, update, and delete customer notes
Edit and read custom chat fields
Channels and Collaboration
Create public channels
Manage channels they have created
Visibility and Read Access
View team members and organisation structure
View integrations (read-only)
What a Team Member cannot do:
Add or delete team members
Access analytics or reports
Manage billing or wallet
Manage webhooks or API keys
Manage roles or security settings
4. Team Member (Assigned)
This is the most restricted of the four default roles. A Team Member (Assigned) can only work within their assigned scope — they have limited visibility and control beyond their own conversations.
Best suited for: Outsourced or contract agents, temporary staff, vendors, and agents who should only interact with their assigned customers.
What a Team Member (Assigned) can do:
Create, update, and delete customer notes
Assign chats within their scope
View team members
View integrations (read-only)
Manage limited channels
What a Team Member (Assigned) cannot do:
View or act on unassigned conversations outside their scope
Export customer or segment data
Access analytics
Manage billing or wallet
Add or remove team members
Manage integrations, webhooks, or roles
Quick Comparison
Full account access
Yes
No
No
No
Add / remove team members
Yes
Yes
No
No
View all conversations
Yes
Yes
Yes
No
Export segment customers
Yes
Yes
No
No
Manage billing and invoices
Yes
No
No
No
Manage integrations
Yes
View only
View only
View only
Create API keys
Yes
No
No
No
Audit logs and SSO
Yes
No
No
No
Manage wallet
Yes
Yes
No
No
Manage webhooks
Yes
Yes
No
No
Create and manage notes
Yes
Yes
Yes
Yes
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