Source: https://docs.debitura.com/collection-partners/integration-guides/update-case-progress

# Update Case Progress

Document collection activities and communicate with creditors.

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## Notes vs Chat

Use **notes** to document collection activities (calls made, letters sent, negotiations). Notes are shared with the creditor automatically and appear in the case timeline.

Use **chat** for direct back-and-forth communication with the creditor—requesting documents, clarifying debtor details, or discussing settlement options. You can [send chat messages](https://docs.debitura.com/collection-partners/integration-guides/send-chat-messages.md) via the API and read replies with [Get Chats](https://docs.debitura.com/api/collection-partner-api/cases.md#fetch-case-chats).

For endpoint details, see [Create Note](https://docs.debitura.com/api/collection-partner-api/cases.md#create-a-note-on-a-case), [Send a Chat Message](https://docs.debitura.com/api/collection-partner-api/cases.md#send-a-chat-message-on-a-case), and [Get Chats](https://docs.debitura.com/api/collection-partner-api/cases.md#fetch-case-chats).

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## What to Document

Clear activity documentation helps creditors understand progress and supports your work if questions arise later.

| Activity | What to Include |
| --- | --- |
| Phone contact | Date, who you spoke with, outcome, any commitments made |
| Written notice | Type of letter, delivery method, tracking number if applicable |
| Payment arrangement | Terms agreed, amounts, dates, any conditions |
| Dispute raised | Nature of dispute, evidence requested |
| Skip trace | What was searched, outcome |

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## Monthly Progress Updates

By default, Debitura requests a monthly progress update for each active case, surfaced in the Partner Portal as an **Update Case Status** task. Complete these to keep creditors informed and maintain your SLA score.

If your integration feeds case activity and payments continuously, Debitura can switch your account so these monthly requests are no longer generated. See [Automating Case Updates](https://docs.debitura.com/collection-partners/concepts/automating-case-updates.md).

For what a manual update collects, see [How to provide monthly case updates](https://support.debitura.com/en/articles/13863392-collection-partners-how-to-provide-monthly-case-updates).