What it is
The communication center is a per-case messaging system embedded in the Debitura platform. Rather than relying on external email threads or phone calls, creditors and collection partners exchange messages inside a dedicated chat thread for each case. The platform creates the thread automatically the first time either party opens the chat for a given case. Both the creditor and the partner see the same conversation in their respective portals.
Why it matters
Centralising communication on the case record prevents information from being lost in separate email inboxes. Every exchange is tied to the case it relates to, so both parties can review the full history at any time. The integrated task system is designed so that messages do not go unanswered, and automated notifications keep participants informed without requiring them to check the platform constantly.
How it works
Dedicated threads per case type
The platform supports three types of chat threads, each tied to a specific case context:
Invoice Chat - for an invoice that is already in collection.
Lead Chat - for communication after a partner has quoted on a lead.
Invoice Questions Chat - for pre-quote questions about a lead before the partner has submitted a quote.
A thread is created on demand the first time either party opens the chat for the relevant case. There is no need to set up or configure threads manually.
Chat history after partner reassignment
What happens to the Invoice Chat depends on how the case moves to the new partner:
Reassignment by a Debitura administrator: the Invoice Chat message history carries forward to the new partner rather than resetting - the new partner can see everything discussed with the previous partner in the same thread.
Transfer instructed by the client through a personal partner-transfer offer from Debitura: each partner keeps a separate case conversation, and the incoming partner cannot read the previous partner's private conversation. The client chooses the current or previous partner in the case's Chat tab before writing. The previous partner keeps its own frozen record of the case, marked Withdrawn by client, receives a message asking it to stop all collection, and can still reply in its own conversation. The incoming partner receives the shared claim documents and a Case history at transfer PDF with case facts and correspondence metadata, not message bodies, attachments or internal notes.
General relationship chat
In addition to case-specific threads, the platform provides a general chat channel on each client-partner relationship page. This thread is not tied to any individual case and is created when a partnership is established. Creditors and collection partners can use it for general enquiries, coordination, or topics that span multiple cases. Messages in the relationship chat also generate tasks for the recipient with a two-business-day due date, following the same rules as case-level threads.
Real-time messaging
Messages appear almost immediately for the other party. Each message shows the sender role (Creditor or Partner) and a timestamp. Attachments can also be shared within the thread.
Automatic task creation
Most chat messages generate a Reply to chat task for the other side, listed as "Reply to message" on their Tasks page, with a "Mark as read" action on the row, so that questions do not go unanswered. The task appears in the recipient's Tasks menu and carries a default two-business-day due date. Once the recipient replies, the platform automatically marks the task as solved. For more on how tasks work across the platform, see Tasks in Debitura.
While a case is awaiting contract signing or Debitura's internal review, its case-chat message box and attachments are locked for the client and for a managing partner, even if a collection partner has already been assigned. Earlier messages stay readable, and documents can still be uploaded to the case's files. The case chat opens once Debitura has approved the case. Lead-question and relationship chats are not affected.
Notifications
The platform notifies each party through different channels:
Creditors receive a digest email after a 6-hour quiet period once a partner writes in the chat. Messages are batched so that a rapid exchange produces a single email rather than one per message.
Collection partners see a new task in their task list and receive a daily summary email listing tasks created in the last 24 hours. Separate weekly reminders highlight overdue items.
AI-based auto-resolution of stale tasks
A nightly background job checks open chat tasks. Using a large language model, the platform determines whether a reply is still expected. If the conversation has naturally concluded (for example, a short acknowledgement or a closed topic), the task is auto-resolved. This prevents task lists from filling up with items that no longer require attention.
Notes and calls on the case timeline
In addition to chat messages, collection partners can log notes and phone calls on a case. These entries appear on the case timeline alongside chat messages and system events, giving creditors visibility into partner activity. Notes and calls are created by the partner and are always visible to the creditor. For the full details on notes and calls, see the client guide to contacting a collection partner.
Impact by actor
Client (creditor)
Clients access the chat from individual case pages in the Cases section of the creditor portal.
Clients receive email notifications when a partner sends a message, batched to avoid excessive emails.
Clients can view partner-logged notes and calls on the case timeline but cannot create them.
Collection Partner
Partners access the chat from individual case pages in the Cases Received section of the partner portal.
Partners normally receive a Reply to chat task for a new client message, with a two-business-day deadline. A client cannot send a case-chat message while the case is awaiting contract signing or Debitura's internal review.
Partners receive daily task summary emails and weekly overdue reminders.
Partners can log notes and phone calls on the case timeline to document their activity.
Debitura (platform)
The platform creates chat threads on demand and generates Reply to chat tasks automatically.
An automatic nightly cleanup resolves stale chat tasks to keep task lists focused.
What to expect
All case-related communication flows through these chat threads, providing a shared history between the creditor and the partner on each case. The integrated task system, email notifications, and automated cleanup work together to ensure that messages are seen and responded to promptly. Creditors and collection partners do not need to coordinate outside the platform to discuss case progress.