# 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.

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#### <mark style="color:$primary;">**Conversation Management**</mark>

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.

***

#### <mark style="color:$primary;">**Templates Management**</mark>

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.

***

#### <mark style="color:$primary;">**WhatsApp Group Management**</mark>

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.

***

#### <mark style="color:$primary;">**Bots Management**</mark>

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.

***

#### <mark style="color:$primary;">**Call Management**</mark>

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.

***

#### <mark style="color:$primary;">**Example: Building a Custom Channel Role**</mark>

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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