Understanding the Permissions Available While Creating a Custom Channel Role
When you create a custom Channel Role in DoubleTick, you choose exactly which WhatsApp-specific permissions to include. Here's a plain-language breakdown of every available permission — what it does and who it's for.
Conversation Management
These permissions control what a team member can see and do with chats.
View Assigned Chats — See chats that are currently assigned to the user. The most basic level of conversation access.
View Unassigned Chats — See chats that haven't been assigned to anyone yet. Useful for agents or supervisors who pick up new conversations from the queue.
View All Chats — See every chat on the account, regardless of who it's assigned to. Give this to supervisors or team leads who need full visibility.
Start New Chats — Initiate a new conversation with a customer from a WhatsApp number. Useful for outbound sales or follow-up agents.
Message Assigned Chats — Send messages in chats that are assigned to the user. This is the standard permission for any agent handling their own conversations.
Message Unassigned Chats — Send messages in chats that haven't been assigned to anyone yet. Useful for agents who pick up and handle unassigned conversations.
Message All Chats — Send messages in any chat on the account, regardless of assignment. Best for senior agents or supervisors managing the full queue.
Delete Chats — Permanently delete chat threads from the system. A sensitive permission — keep this with admins or senior team leads only.
Templates Management
These permissions control access to WhatsApp message templates.
View Templates — See all approved, pending, and rejected message templates. A safe read-only permission for anyone who uses templates.
Create Templates — Design and submit new WhatsApp message templates for approval. Give this to agents or marketing team members who build out messaging campaigns.
Delete Templates — Remove existing templates from the library. Keep this with team leads or admins to avoid accidental deletions.
WhatsApp Group Management
These permissions control what a team member can do with WhatsApp group conversations.
Create WhatsApp Groups — Set up new group conversations on WhatsApp. Give this to team members who manage group-based communication with customers.
View Group Details — See group name, description, and member lists for WhatsApp groups. A safe read-only permission for anyone who needs visibility into groups.
Edit Group Settings — Update group name, description, and member lists. Give this to whoever manages and maintains group conversations.
Delete WhatsApp Groups — Permanently delete existing WhatsApp group structures. Keep this with admins or senior team leads only.
Bots Management
These permissions control access to bot configurations and automated workflows.
View Bot Configurations — See the setup, logic, and status of all active bots. A safe read-only permission for anyone who needs to understand how bots are configured.
Toggle Bot Status — Enable or disable automated bot workflows. Give this to team leads or supervisors who manage when bots are active.
Edit Bot Responses — Modify the automated messages and content sent by bots. Give this to whoever maintains and updates your bot content.
Delete Bot Keywords — Remove specific trigger keywords or phrases from bot configurations. Keep this with senior team members — removing keywords can affect how bots respond.
Manage Catalog Requests — Approve or reject customer requests to access product catalogs. Useful for sales or operations team members managing product catalog access.
Call Management
These permissions control calling capabilities within a WhatsApp channel.
Make Outgoing Calls — Initiate voice or video calls directly to customers from DoubleTick. Give this to agents or sales reps who need to call customers.
Receive Incoming Calls — Accept and answer incoming voice or video calls from customers. Give this to any agent handling inbound calls.
Configure Call Settings — Allocate and manage calling licences for the channel. Keep this with admins or team leads responsible for call setup.
View Call History — Access detailed logs and timestamps of all incoming and outgoing calls. Useful for supervisors monitoring call activity or resolving disputes.
Example: Building a Custom Channel Role
Say you have a Support Agent who handles assigned customer conversations and uses templates to reply — but shouldn't be able to delete anything or manage bots.
Here's what their custom Channel Role might look like:
Role Name: Support Agent Description: For support staff handling assigned conversations and using templates.
Permissions selected:
View Assigned Chats
View All Chats
Message Assigned Chats
View Templates
Create Templates
View Bot Configurations
Receive Incoming Calls
They can do their job fully — without access to anything sensitive or irreversible.
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