new
New Permission: Initiate New Chat 🆕

We’ve introduced a new permission under Roles & Permissions
 called Initiate New Chat
. This feature gives you more control over what your team members can do inside DoubleTick, while keeping conversations well-organized.
📌 What is the Initiate New Chat Permission?
The Initiate New Chat
 permission allows agents to start a brand-new chat with a customer.
When an agent sends the first message in a new chat:
The conversation is automatically assigned
 to them.
They can continue managing it just like their other assigned chats.
This ensures accountability while still giving agents the flexibility to reach out to new customers when needed.
🛠 Example Use Case
Imagine you’ve created a custom role
 for your support agents where they can:
✅ Only see and reply to chats assigned to them
❌ Not access unassigned conversations
But you also want them to initiate new chats
 with customers when required.
With the Initiate New Chat
 permission enabled:
The agent can start a new conversation with a customer.
As soon as they send the first message, the chat gets automatically assigned to them
.
They now own the conversation and can manage it fully.
This balances control with flexibility — agents don’t have access to all unassigned chats but can still proactively reach out when necessary.
🔑 Where to Find It
You can enable this permission by following these steps:
Go to Settings 
→ Roles 
in your DoubleTick dashboard.
Create 
or edit 
a role.
Under Conversation Management
, you’ll see Initiate New Chat
.
✅ Tick the box to allow agents with this role to start new chats.
Save 
the role.
🎯 Why This Matters
✅ More control 
– Decide which roles can initiate new chats.
✅ Accountability 
– Chats are automatically assigned to the initiator.
✅ Flexibility 
– Agents can proactively engage customers when required.
This update ensures that your team can stay efficient, without compromising structure or visibility