Carpay’s Direct Messages feature allows your dealership to communicate with customers directly from the Carpay dashboard using secure, trackable text messages.
This feature helps reduce phone calls, keep communication organized, and maintain a written record of conversations tied to each customer account.
What are Direct Messages?
Direct Messages allow you to send text messages to customers from within Carpay. Messages are delivered to the customer’s mobile phone and saved to their account history for future reference.
You can use Direct Messages for payment-related communication, follow-ups, document requests, and general customer outreach — all without leaving Carpay.
How to send a Direct Message
To send a message to a customer:
Log in to Carpay.
Navigate to the Customers tab.
Search for and select the customer you want to contact.
Click Direct Messages.
Confirm the phone number selected in the dropdown is correct.
Type your message or attach a file.
Click Send.
The message will be sent via text message and stored on the customer’s account for your records.
Common uses for Direct Messages
Direct Messages are commonly used for:
Payment reminders
Following up on missed or late payments
Requesting documents (such as proof of insurance)
Answering customer questions
Confirming receipt of payments
Communicating about Autopay enrollment or changes
All messages remain associated with the customer’s account, giving your team visibility into prior communication.
Secure and centralized communication
Direct Messages keep customer communication:
Secure
Centralized within Carpay
Accessible to your team
One less tool you need to incorporate
This helps ensure consistency, reduces duplicate outreach, and provides a clear communication trail if questions arise later.
Best practices
To get the most out of Direct Messages:
Keep messages clear, professional, and concise
Use Direct Messages for follow-ups instead of repeated phone calls
Request documents directly through messages when appropriate
Check for incoming replies regularly
Encourage customers to respond through Direct Messages for quick questions
Consistent use of Direct Messages can improve response times, reduce call volume, and streamline customer communication.