Goal
Send a message to your collection partner and receive their response through the Debitura platform. Use the case chat for case-specific questions, or the partner-level chat for general topics.
Prerequisites
You have a case in collection that Debitura has approved and that is assigned to a collection partner. While a case is awaiting contract signing or Debitura's internal review, the case chat's message box and attachments are unavailable, even if a partner has already been assigned.
You are logged in to the Client Portal.
Steps
Go to your Cases list.
Open Cases in the Client Portal.Select the case you want to discuss.
Click on the specific case to open its detail page. The case detail page contains the chat, timeline, files, and case data.Open the case chat.
On the case detail page, locate the chat section. This is where you can view the conversation history and send new messages.Write and send your message.
Type your message in the chat input field. You can also attach files if needed. Click send to deliver your message.
Result
After you send a message:
Your message appears immediately in the shared chat thread.
A task is automatically created for your collection partner to reply.
Your partner receives a daily summary email listing new tasks (including your message).
When the partner replies, you receive an email notification and can view their response in the case chat.
What to expect
Collection partners typically reply within 48 business hours. You can check for replies by returning to the case chat or by watching your email inbox for notifications.
If your partner requests additional information, you may also see a task in your Tasks list. Learn more about how to respond to tasks and information requests.
Alternative: Partner-level chat
If your question is not about a specific case, you can message a collection partner directly from the Partners page.
Open the Partners page. Go to Partners in the Client Portal to see all collection partners you have worked with.
Select the partner. Click on the partner to open their detail page, which shows relationship details, KPIs, chat, and shared files.
Use the chat. Send your message in the chat section. You can also attach files. Messages create a task for the partner, and the same notification rules apply as for the case chat.
This chat is tied to your overall relationship with the partner, not a specific case. Use it for general questions, feedback, or topics that span multiple cases.
Edge cases
Case not yet assigned: If your case is still being matched to a partner, the chat may not be available yet. Wait until a partner is assigned.
Case awaiting Debitura's approval: While the case is awaiting contract signing or Debitura's internal review, you cannot send a case-chat message or attachment, even if a partner is already assigned. Earlier messages stay readable. Upload evidence in the case's files section instead, and contact Debitura support if you have questions about the review. The case chat opens once Debitura has approved the case. The partner-level chat is not affected.
Partner reassignment by Debitura: If a Debitura administrator reassigns your case to a different collection partner, the full case chat history carries forward to the new partner rather than resetting - they can see everything you already discussed in the case chat.
Personal partner-transfer offer: If you accept a personal partner-transfer offer from Debitura, each partner keeps a separate case conversation. In the Chat tab, choose the current or previous partner before writing. The incoming partner cannot read your previous partner's private conversation. It receives the shared claim documents and a Case history at transfer PDF with case facts and correspondence metadata, not the message text or attachments. Your previous partner keeps a frozen Withdrawn by client record of the case, receives a message asking it to stop all collection, and can still answer you in its own conversation.
Notes and calls: You can view notes and call logs that your partner adds to the case timeline, but you cannot create these entries yourself. The partner uses these to document their collection activity.
Uploading documents: You can share files in the chat once Debitura has approved the case, or use the documents section at any time. See how to upload documents to a case.
Tracking case progress: For updates beyond chat, see how to track a case.