Which channel should I use?
Debitura has two main chat channels for communicating with clients. Pick the one that matches your situation:
Channel | When to use | Where to find it |
Case chat | Discuss a specific invoice in collection. This is your primary channel for day-to-day collection work. | Open any case from Cases Received |
Client chat | General communication with a client that is not tied to a single case. Use this for topics that span multiple cases or concern the overall relationship. | Go to Clients, then open the client's detail page |
Both channels work the same way: messages appear in real time, you can attach files, and every message automatically creates a task for the recipient with a two-business-day deadline. When the recipient replies, the task is marked as solved automatically.
Case chat (primary)
The case chat is where most partner-client communication happens. Each active case has its own chat thread, created automatically when the case is assigned to you.
Go to Cases Received in the Partner Portal.
Open the case you want to discuss with the client.
Locate the chat section on the case page.
Type your message and click Send. You can also attach files if needed.
Your message appears immediately for the client. Debitura sends the client an email notification so they know a new message is waiting. A task is also created for the client with a two-business-day deadline to respond.
Client chat (cross-case topics)
If you need to discuss something with a client that is not about one specific case - for example, a general question about their payment process, or a topic that affects several cases at once - use the client chat.
Go to Clients in the Partner Portal.
Open the detail page for the client you want to contact.
Use the chat section on the client detail page to send your message.
There is one chat thread per client-partner relationship. Messages, tasks, and notifications work the same way as the case chat.
Log a phone call (optional)
If you contact the debtor by phone, you can log the call on the case for transparency:
Open the case from Cases Received.
Click the Actions dropdown in the top-right corner of the case page and select Log call.
In the modal, enter the phone number you called, write call notes describing the conversation, and select an outcome from the dropdown.
For detailed instructions on logging calls and notes, see How to log notes and call records on a case.
Add a note (optional)
Notes let you record observations or actions taken on a case. Notes are always visible to the client.
Open the case, click the Actions dropdown in the top-right corner, and select Log note.
Enter a title (required) and an optional description.
Save the note. It will be shown to the client on the case timeline.
How messages and tasks work
Tasks: Every chat message creates a task for the recipient with a two-business-day deadline. When they reply, the task is automatically marked as solved. You can manage your reply tasks from the Messages tab on your Tasks dashboard.
Notifications: Clients receive an email notification when you send a message. You receive a daily summary email listing new tasks created in the last 24 hours, plus weekly reminders for overdue items.
AI-based task cleanup: If a chat conversation winds down without a clear question, Debitura's system may automatically resolve the reply task overnight. This prevents clutter from short acknowledgements or closed conversations.
Client visibility: All notes and calls are visible to the client. The portal confirms this when you create each entry.
Tasks and SLAs: To manage your tasks and avoid missing SLA deadlines, see How to use Tasks to meet SLA deadlines.