Understanding WhatsApp Account Roles & Permissions
Within DoubleTick, WhatsApp Account (WABA) Roles determine what a user can do inside the WhatsApp-specific environment — including messaging permissions, bot interactions, calling, and template creation.
Unlike Organization Roles (which control administration, billing, and team access), WABA Roles focus on messaging operations, chat handling, and WhatsApp channel capabilities.
Default WABA Roles Overview
DoubleTick includes four WABA roles:
Owner
Full WABA control
WhatsApp admins, supervisors
Team Lead
Managerial control
Chat & bot managers, supervisors
Team Member
Standard messaging access
Sales/support agents
Team Member (Assigned)
Restricted messaging access
Assigned-only agents
Detailed Role Breakdown
1. Owner
The highest level WABA role, providing full access across conversations, calling, templates, and bot settings.
Best suited for:
WhatsApp channel owners
WABA managers
Supervisors & administrators
Key Capabilities (in plain language)
Conversation Management
Owners can:
Read all chats (assigned + unassigned)
Reply to any conversation
Handle assigned and unassigned conversations
Delete conversations when required
Calling Controls
Owners have full call controls:
Initiate calls
Receive calls
Modify call settings
View call logs
Template Management
Owners can:
Create templates
View templates
Delete templates
This includes marketing, utility, and authentication message templates.
Bot Management
Owners can:
Enable/disable bots
Modify bot messages
Delete bot keywords
Configure privacy controls for bot usage
No Restrictions
All WABA capabilities are unlocked for Owner.
2. Team Lead
Team Leads have managerial control over messaging, bot settings, templates, and calling — without full WABA administrative risks.
Best suited for:
Chat supervisors
Bot & template managers
Calling supervisors
Key Capabilities Explained
Conversation Access
Leads can:
Read all conversations
Write to all conversations
Handle assigned conversations
Handle unassigned conversations (depending on routing)
Delete conversations
Calling Permissions
Leads can:
Initiate calls
Receive calls
View call logs
Modify call settings
Template Permissions
Leads can:
Create templates
View templates
Delete templates
Bot Permissions
Leads can:
Edit bot messages
Delete bot keywords
Change bot status
Configure privacy settings
View bots
Team Leads handle most day-to-day operations without full platform authority.
3. Team Member
Team Members are regular WABA users with access to messaging and templates, but limited bot and calling controls.
Best suited for:
Sales agents
Support agents
Pre-sales/operations staff
Key Capabilities Explained
Conversation Access
Members can:
Read all chats
Reply to any conversation
Manage assigned conversations
This supports multi-agent collaboration.
Template Access
Members can:
Create templates
View templates
Members typically request or use marketing & utility templates for campaigns or transactional messaging.
Bot Permissions
Members can:
View bots
Edit bot messages (within scope)
Restrictions
Members cannot:
Manage call settings
Delete conversations
Delete or manage templates beyond creation
Change bot status
Delete bot keywords
4. Team Member (Assigned)
The most restricted WABA role — focused on handling assigned or routed conversations.
Best suited for:
Outsourced agents
Restricted support staff
Assigned-only operators
Key Capabilities Explained
Conversation Access
Assigned Members can:
Read assigned chats
Write assigned chats
Read unassigned chats (if routing allows)
Write unassigned chats (limited)
Template Access
Assigned Members can:
Create templates
View templates
Bot Access
Assigned Members can:
View bots
Restrictions
Assigned Members cannot:
Delete conversations
Delete templates
Modify bots
Configure privacy or settings
Manage calls
Change bot status
Delete bot keywords
Visual Capability Comparison Table
Capability
Owner
Team Lead
Team Member
Assigned Member
Read assigned conversations
✓
✓
✓
✓
Read all conversations
✓
✓
✓
✗
Write assigned conversations
✓
✓
✓
✓
Write all conversations
✓
✓
✓
✗
Delete conversations
✓
✓
✗
✗
Create templates
✓
✓
✓
✓
View templates
✓
✓
✓
✓
Delete templates
✓
✓
✗
✗
View bots
✓
✓
✓
✓
Edit bot messages
✓
✓
✓
✗
Change bot status
✓
✓
✗
✗
Delete bot keywords
✓
✓
✗
✗
Privacy bot controls
✓
✓
✗
✗
Initiate call
✓
✓
✗
✗
Receive call
✓
✓
✗
✗
Modify call settings
✓
✓
✗
✗
View call logs
✓
✓
✗
✗
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