Goal
Send a message to your client through the case chat and understand how to document calls and notes. After completing these steps, your client receives your message (with an immediate email notification) and you have a clear record of your communication.
Prerequisites
You have an active case assigned to you (the chat thread is created automatically when the case is assigned).
You are logged into the Partner Portal.
Send a message via the case chat
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.
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.
Available call outcomes include: No response, Dispute, Future payment promised, Agreed to installment, Successful payment, and others. 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.
Result
When you send a chat message:
The client receives an immediate email notification.
A New Message task is automatically created for the client with a default two-business-day deadline.
Once the client replies, your corresponding task (if any) is automatically marked as solved.
Notes and calls you add appear on the case timeline. All entries are visible to the client so they can see what collection activity has occurred.
Edge cases
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: Chat tasks have a default two-business-day deadline. To manage your tasks and avoid missing SLAs, see How to use Tasks to meet SLA deadlines.