What tasks are
A task is a small unit of work tied to a specific case. Each task has a type, a deadline, and an access level that determines which party can see and act on it. Tasks appear in the Tasks menu in each party's portal, where they can be filtered, postponed, or reassigned.
Why tasks matter
Tasks ensure that no required action is missed during the debt collection process. When a client creates a case, the assigned collection partner receives a task to verify it. When someone sends a chat message, the other party receives a task to reply. This structured approach keeps cases progressing and holds each party accountable for their responsibilities.
How tasks are created
Tasks are created automatically by the platform in response to specific events. The main triggers are:
New case submitted: When a client creates a case, a "Review New Case" task is created for the assigned collection partner to verify the case details.
Chat message sent: Every message in the communication center generates a "New Message" task for the other party so no question goes unanswered.
Monthly case survey: While a case is active, a periodic "Update Case Status" task is created for the collection partner to provide the client with a progress update.
Quote requested: When a case requires a custom quote (outside the standard contract), a "Provide Quote" task is created for the collection partner. Once quotes are submitted, a "Select Quote Winner" task is created for the client.
Complaint filed: When a client files a complaint about a collection partner, a "Respond to complaint" task is created for the partner.
Case paused via survey: When a collection partner pauses a case through the monthly update survey, a follow-up task is created for whichever party must act to unblock the case - either "Client input required" for the client or "Follow up on paused case" for the partner. The deadline is 14 business days.
More information needed: When a collection partner moves a case to "Needs Additional Details," a "More Info Needed" task is created for the client with a "Go to Chat" button. The task auto-resolves when the case leaves that state.
Contract not yet signed: When cases are waiting on a signed contract, a "Sign Contract" task is created for the client. One task covers all pending cases for that creditor.
Missing bank account: When a case is created without a bank account, an "Assign Bank Account" task is created for the client with a 7-business-day deadline. The task title updates to reflect the number of affected cases.
Task types
Each task has a type that indicates what action is needed. The table below lists all task types.
Task type | Created for | Description |
Review New Case | Collection Partner | Verify that a newly submitted case is correct before collection begins. |
Update Case Status | Collection Partner | Respond to a periodic case survey from the client. |
New Message | Client or Collection Partner | Reply to a chat message in the shared case thread. |
Provide Quote | Collection Partner | Submit a custom quote for a case that falls outside the standard contract. |
Select Quote Winner | Client | Choose which collection partner quote to accept. |
Review Partner | Client | Review the collection partner after case completion. |
Invoice & collect payment from client | Collection Partner | When a case is solved and the payment went to the client, the partner invoices the client for the commission. Surfaces in the case detail page Action Items panel as Record Payment. |
Chase Payment & Start Collection | Collection Partner | Start collection on an unpaid commission invoice. |
Respond to complaint | Collection Partner | Respond to a complaint filed by a client. Auto-closed when the partner submits a response through the complaint workflow. |
Client input required | Client | Created when a collection partner pauses a case and the client must act to unblock it (for example, providing information or making a decision). Deadline: 14 business days. |
Follow up on paused case | Collection Partner | Created when a collection partner pauses a case and the partner owns the follow-up action. Deadline: 14 business days. |
Sign Contract | Client | One or more cases are waiting on contract signing. Scoped per creditor - one task covers all pending cases. Auto-closed when the client signs the required contract. |
More Info Needed | Client | A collection partner has moved a case to "Needs Additional Details" and needs additional information. The CTA is "Go to Chat." Auto-resolved when the case leaves the Needs Additional Details state, or the client can mark it done manually. |
Assign Bank Account | Client | One or more cases were created without a bank account. The task title updates to show the remaining count. Auto-resolved when all cases have a bank account assigned. Deadline: 7 business days. |
Generic | Client or Collection Partner | A general-purpose task without a specific workflow. Stays open until manually closed. |
All task types except Generic are closed automatically by the platform once the corresponding action is completed.
Access levels: who sees which tasks
Each task is assigned an access level that controls which party can see and manage it:
Partner: The task is visible only to collection partners.
Creditor: The task is visible only to clients.
Tasks assigned to one party are not visible to the other. This separation ensures that each party sees only the action items relevant to them.
Deadlines
Tasks are assigned deadlines calculated in business days (weekends excluded). The original deadline is preserved for reporting purposes even if the deadline is later adjusted. Users can postpone deadlines directly from the Tasks menu when more time is needed.
Managing tasks
Clients and collection partners manage tasks in the Tasks menu within their respective portals. From there, each party can:
View both open and completed tasks.
Filter tasks by type, due date, or assigned user.
Adjust deadlines when more time is needed.
Assign or reassign a task to another user within their organization.
Where to find tasks in the platform
Action items on case detail pages
In addition to the Tasks menu, action items that require attention on a specific case also appear in an Action Items panel on the case detail page. The panel is open by default when there are pending items, so actionable work is visible without expanding it.
The panel groups items into Overdue (past their deadline) and Upcoming (with future deadlines). Clicking an item navigates to the relevant page or opens the appropriate form.
Two patterns to know:
Record Payment is the user-facing label of the unpaid commission action item. Collection partners use it to record the commission payment after invoicing the client externally.
Mark as done is available for action items where the required step happens outside the platform. The user can dismiss the item directly from the panel once the work is complete.
Completing an action item in this panel resolves the corresponding task in the Tasks menu.
AI-powered automatic cleanup
Chat-related tasks ("New Message") can accumulate quickly. To prevent task overload, Debitura runs a nightly process that uses AI to evaluate overdue chat tasks. The AI reviews the recent conversation and determines whether a reply is still reasonably expected. If no reply is needed (for example, the last message was a simple confirmation or acknowledgment), the task is automatically resolved. If the AI cannot make a clear determination, the task remains open for manual review.
This automatic cleanup runs separately for both client and collection partner chat tasks, keeping each party's task list focused on items that truly require attention.
Impact by actor
Client: Receives tasks to select quotes, review partners, respond to chat messages, provide additional case information, sign contracts, and assign bank accounts. Clients manage their tasks in the client portal and can filter, postpone, or reassign them within their organization.
Collection Partner: Receives tasks to verify new cases, provide status updates, submit quotes, respond to chat messages, and handle commission-related actions. Collection partners manage their tasks in the partner portal.
Debitura (platform): Creates tasks automatically in response to case events, enforces access-level visibility, calculates deadlines in business days, and runs AI-powered nightly cleanup of stale chat tasks.