# 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.

<figure><img src="/files/NtnWlhlbu8xWVURCmTVZ" alt=""><figcaption></figcaption></figure>

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

**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.

***

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

**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.

***

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

**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.

***

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

**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.

***

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

**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.

***

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

**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.

***

#### <mark style="color:$primary;">**Ads Insights**</mark>

**View Ad Insights** — Access performance metrics for Click-to-WhatsApp ad campaigns. Give this to your marketing team managing paid campaigns.

***

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

**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.

***

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

**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.

***

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

**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.

***

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

**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.

***

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

**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.

***

#### <mark style="color:$primary;">**Audit Logs**</mark>

**View Audit Logs** — See the complete history of system activities — who did what and when. Useful for security reviews and compliance.

***

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

**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.

***

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

**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.

***

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

**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.

***

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

**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.

***

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

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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