Goal
Complete your assigned tasks before their deadlines to maintain SLA compliance and a healthy Partner Score.
Where to find your tasks
Open Tasks from the main menu in your Partner Portal. This page shows all tasks assigned to you, including both open and completed items.
Types of tasks you will see
Your Tasks page is organized into tabs: New Cases, Case Updates, and Messages, plus an All Types tab that shows everything. As a collection partner, you will encounter these task types:
Task Type | Description | How It Closes |
Verify New Case | Review and approve a newly assigned case to confirm it is correct and collectible | Closes automatically when you complete the verification process |
Reply to Case Survey | Answer monthly survey questions about active cases to keep clients informed | Closes automatically when you submit your response |
Reply to Chat | Respond to a message from the client in the shared chat thread | Closes automatically when you reply, or may auto-close if the system determines no response is needed |
Invoice & Collect Payment from Client | When a case is solved and payment went to the client, invoice the client to collect your commission | Closes when you confirm the invoice has been sent |
Chase Payment & Start Collection | Your commission invoice to the client is unpaid - start collection on the outstanding amount | Closes when collection activity is initiated on the unpaid commission invoice |
📋 Non-Exclusive Partners
If you work with leads rather than auto-assigned cases, you will see Provide Quote for Lead tasks instead of Verify New Case tasks. These require you to submit a competitive quote for the case.
Steps to manage tasks
Check your Tasks page regularly - Open Tasks to see all pending items. Tasks are sorted by deadline by default.
Filter to find priority items - Use the filter options to narrow your view by task type, due date, or assigned user within your organization.
Open the related case - Click on a task to see its details. Most tasks link directly to the case they relate to. You can also find cases in Cases Received.
Complete the required action - Each task type requires a specific action:
For Verify New Case: Review the case details and complete the verification workflow. See How to review and approve a new case for detailed steps.
For Reply to Case Survey: Answer the survey questions about case progress.
For Reply to Chat: Read the client message and send your response in the chat thread.
For Invoice & Collect Payment from Client: Invoice the client to collect your commission after a case is solved and payment went to the client.
For Chase Payment & Start Collection: Start collection on an unpaid commission invoice if the client has not paid your commission.
Adjust deadlines if needed - If you need more time, you can adjust the task deadline before it expires. Use this sparingly as it affects your SLA compliance.
Assign to team members - If a colleague should handle a task, reassign it to them using the assignment option.
How tasks affect your SLA compliance
Task completion contributes to your Partner Score through the SLA component, which measures how often you meet deadlines. The SLA score is weighted by task type:
Verify New Case tasks carry the highest weight
Reply to Chat tasks are weighted moderately
Reply to Case Survey tasks carry the lowest weight. Commission-related tasks (Invoice & Collect Payment, Chase Payment & Start Collection) are not included in SLA scoring
Tasks completed on time score full points. Tasks completed late lose points progressively, reaching zero if completed more than 7 days past the deadline. Deadlines are calculated in business days, excluding weekends.
Result
By processing tasks promptly, you will:
Maintain strong SLA compliance
Protect your Partner Score
Keep clients informed about their cases
Ensure cases progress through collection without delays
Edge cases
Chat tasks that auto-close: A nightly process reviews overdue Reply to Chat tasks. If the system determines that no response is expected based on the conversation context, the task closes automatically. This keeps your task list focused on items that truly require attention.
Tasks not showing: If you cannot see tasks you expect to appear, see Tasks not appearing on dashboard for troubleshooting steps.