Use Direct Messages to communicate with customers

How dealers can use Direct Messages to send secure text messages, track customer communication, and reduce phone calls.

February 4, 2026

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:

1. Log in to Carpay.
2. Navigate to the Customers tab.
3. Search for and select the customer you want to contact.
4. Click Direct Messages.
5. Confirm the phone number selected in the dropdown is correct.
6. Type your message or attach a file.
7. 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.