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 an active case in collection (the case must be assigned to a collection partner).
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.
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 directly in the chat or use the documents section. See how to upload documents to a case.
Tracking case progress: For updates beyond chat, see how to track a case.