Understanding the Permissions Available While Creating a Custom Organization Role
When you create a custom Organization Role, you hand-pick exactly which permissions to include. Here's a plain-language breakdown of every available permission — what it does and who it's for.
Conversation Management
Change Agent Assigned — Transfer a chat from one team member to another. Useful for managers who redistribute conversations across the team.
Add Internal Notes — Create internal notes on a chat that only your team can see (not the customer). Great for leaving context before passing a chat to someone else.
Edit Internal Notes — Update an existing internal note when information changes.
Remove Internal Notes — Delete internal notes from a chat to keep conversations clean.
Manage Quick Replies — Create, edit, and delete pre-saved responses that help agents reply to common questions faster.
Customer Management
View All Customers — Access the full list of saved customer contacts in DoubleTick.
View Customer Phone Numbers — See the full, unmasked phone numbers of customers. Without this, numbers may appear hidden. Only give this to team members who genuinely need it.
View Customer Custom Data — Read information stored in custom data fields on a customer profile, like order IDs or membership tiers.
Edit Custom Fields — Update the values within custom data fields to keep customer records accurate.
Manage Custom Field Schema — Define and organise the custom data categories used across all customer profiles. Best suited for admins who set up how customer data is structured.
Manage Customer Segments — Create and refine targeted customer groups based on specific filters. Great for marketing and campaign managers.
Export Customer Segments — Download filtered customer lists for external reporting or campaigns.
Delete Customer — Permanently delete a customer profile and all associated data. A sensitive permission — limit this to trusted team members only.
Channel Management
Access & Create Broadcast Lists — Visit the Broadcast page, view existing lists, and create new ones.
Send Broadcasts — Send template messages to an existing broadcast list. Pair this with the above for anyone running campaigns end to end.
Manage Own Broadcast Privacy — Control who can access the broadcast lists the user personally created.
Manage All Broadcast Privacy — Control access settings for all broadcast lists across the account, not just their own. Best for campaign managers or team leads.
WABA Management
View WhatsApp Account Setup — See the status and settings of all WhatsApp numbers connected to DoubleTick.
Manage WhatsApp Account Setup — Make changes to connected WhatsApp Business Account settings. Give this only to admins or technically responsible team members.
Team Members Management
View Team Member List — See the profiles, roles, and status of everyone in the organisation. A safe read-only permission for supervisors.
Invite Team Members — Add new people to the DoubleTick account. Give this to managers responsible for onboarding.
Edit Team Member Details — Update contact info, assigned roles, and reporting hierarchy for existing team members.
Delete Team Members — Remove someone from the DoubleTick account entirely. Keep this limited to senior managers or admins.
Enterprise Analytics Management
Access Enterprise Analytics — View advanced, organisation-wide performance and growth analytics. Best for business owners and senior managers.
View Customer Data in Analytics — See specific customer names and phone numbers within enterprise-level reports. Only give this to team members authorised to access identifiable customer data.
Ads Insights
View Ad Insights — Access performance metrics for Click-to-WhatsApp ad campaigns. Give this to your marketing team managing paid campaigns.
Wallet Management
Manage Wallet — Monitor the wallet balance and add funds for WhatsApp messaging. Give this to whoever makes sure your messaging credits don't run out.
Integration Management
View All Integrations — See the status of all connected third-party applications. A safe read-only permission.
Add New Integrations — Connect and configure new third-party applications to DoubleTick. Give this to your technical team.
Activate Integrations — Re-enable existing third-party application links that have been paused.
Deactivate Integrations — Disable or remove existing third-party application links. Keep this with technical leads — deactivating an integration can disrupt workflows.
API Management
View API Keys — See existing API keys used for system integrations.
Generate API Keys — Create new API keys for third-party integrations. A sensitive permission — only give this to developers actively building integrations.
Webhooks Management
View Webhook Configuration — See existing webhook endpoints and their notification settings. A safe read-only permission for developers.
Create Webhooks — Add new webhook URLs to receive real-time data notifications.
Delete Webhooks — Permanently remove existing webhook endpoints. Keep this with senior developers — deleting a webhook can break live integrations.
SSO
Manage SSO Configuration — Set up and maintain Single Sign-On so team members can log in using your company's existing identity provider. Highly sensitive — limit this to your IT admin or account owner.
Audit Logs
View Audit Logs — See the complete history of system activities — who did what and when. Useful for security reviews and compliance.
Analytics
Create/Edit Analytic Widgets — Add or modify reporting widgets on the analytics dashboard.
Delete Analytic Widgets — Remove widgets from the analytics dashboard.
View Analytic Widgets — View all reporting and data visualisation widgets on the dashboard. A safe read-only permission for anyone tracking performance.
Billing Management
Download Conversation Cost Reports — Export detailed reports of WhatsApp message consumption and costs.
Download Subscription Invoices — Export invoices related to platform subscription plans.
Download Wallet Invoices — Export invoices related to wallet top-ups and credit purchases.
Edit Billing Details — Modify company billing information and payment methods. Keep this with your finance team or account owner.
View Billing Details — See current billing information and saved payment methods without making any changes.
View Conversation Cost Summary — See an overview of WhatsApp message consumption and costs.
View Subscription Invoices — View the history of subscription plan invoices.
View Wallet Invoices — View the history of wallet top-up and credit purchase invoices.
Call Management
Assign Call License — Give a team member access to make and receive calls on DoubleTick.
Revoke Call License — Remove calling access from a team member.
Role Management
Manage Roles & Permissions — Define, edit, and assign roles across the team. One of the most powerful permissions on the platform — only give this to your account owner or a trusted senior admin.
Example: Building a Custom Organization Role
Say you've hired a Campaign Manager who runs broadcast campaigns and tracks performance. They don't need access to billing, integrations, or team settings.
Here's what their custom role might look like:
Role Name: Campaign Manager Description: For marketing team members running broadcast campaigns and tracking performance.
Permissions selected:
View All Customers
View Customer Phone Numbers
Manage Customer Segments
Export Customer Segments
Access & Create Broadcast Lists
Send Broadcasts
Manage All Broadcast Privacy
View Analytic Widgets
View Ad Insights
Everything they need to do their job — nothing they don't.
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