Post Call Action

Turn missed or disconnected delivery calls into structured, real-time customer intent without requiring another call attempt.

Post Call Actions extends the existing Call Personalisation APIs. When a delivery-related call goes unanswered, is rejected, or gets disconnected, Truecaller displays contextual action prompts (CTAs) on the receiver's After Call Screen (ACS). Customers can instantly communicate what should happen next such as rescheduling the delivery, cancelling the order, sharing their location, leaving the parcel at the door, requesting a callback, or tracking the order.

The selected action is captured in real time and delivered either through your configured BIZ IM Sender ID or via a deeplink directly into your app or website, enabling your backend systems to take immediate action.

Prerequisite This guide assumes you have already integrated with the Call Personalisation APIs (API Key, Access Token, and Dynamic Label creation). Post Call Actions does not require a separate integration it simply extends the existing Call Personalisation API's by introducing a new post_call_action object.

Use Cases

• Convert unanswered delivery calls into structured customer intent such as reschedule, callback, cancel delivery, share location, or leave at door without placing another call.

• Reduce first-attempt delivery failures and Return-to-Origin (RTO) rates by capturing customer intent immediately after a missed call.

• Enable dispatch and routing systems to receive real-time, machine-readable customer actions instead of relying on manual callbacks or SMS follow-ups.

• Allow customers to self-serve common delivery actions directly from the After Call Screen without switching to another application.

• Enable customers to track their order directly from the After Call Screen through a deeplink, eliminating unnecessary navigation.

How It Works

Every customer action is mapped to the original order_id submitted in the call record, allowing you to seamlessly integrate customer intent into your existing order management and fulfillment workflows.

Before enabling Post Call Actions, ensure the following prerequisites are met:

• Your business is integrated with the Call Personalisation V3 APIs.

• A valid 2-way BIZ IM Sender ID is configured with an active chatbot to handle the configured CTAs and customer responses.

Support CTAs

Supported CTAs (Call-to-Actions) appear on the After Call Screen (ACS) and let customers take quick, self-serve actions related to a missed call such as requesting a callback, sharing a location, or rescheduling a delivery without needing to speak to an agent. Businesses configure which CTAs to send, along with a priority order, as part of the post_call_action payload.

Priority	CTA Name	Definition / Usage	Deeplink Support	Truecaller Instant Chat Support
1	CALL_IN_15_MINS	Allows the customer to request a callback within 15 minutes of the missed call with a single tap.	Optional	Always
2	SHARE_LOCATION	Allows the customer to share their current location with the delivery agent. Opens a location picker with a live map, current-location shortcut, nearby places, and manual search.	Optional	Always
3	RESCHEDULE	Allows the customer to request delivery for Today or Tomorrow (configurable).	Optional	Always
4	LEAVE_AT_DOOR	Allows the customer to instruct the delivery agent to leave the package at the doorstep if they are unavailable.	Optional	Always
5	CANCEL_DELIVERY	Allows the customer to cancel the shipment.	Optional	Always
6	TRACK_ORDER	A pure navigation CTA that lets the customer check order status via the deeplink shared by the business.	Mandatory	Never

Although the deeplink field is technically marked as optional at the API level, TRACK_ORDER is functional only when a deeplink is configured. Unlike other CTAs, it does not support a Business Instant Messaging (BIZ IM) fallback.

CTA Behaviour

• A maximum of 4 CTAs are displayed on the After Call Screen (ACS).

• Businesses can send up to 6 CTAs in the post_call_action payload.

• The backend automatically selects and renders the top 4 CTAs based on their configured priority.

• Android does not trim or reorder CTAs on the clientselection and ordering happen on the backend.

Example

Priority	CTA	Displayed on ACS
1	CALL_IN_15_MINS	✅
2	SHARE_LOCATION	✅
3	RESCHEDULE	✅
4	LEAVE_AT_DOOR	✅
5	CANCEL_DELIVERY	❌
6	TRACK_ORDER	❌

Based on the priorities above, the customer sees the CTAs in the following order:

1. Call in 15 Mins

2. Share Location

3. Reschedule

4. Leave at Door

Deeplink & Business Instant Messaging (BIZ IM) Behaviour

This applies to all CTAs except TRACK_ORDER:

• When a deeplink is configured: The user is redirected via an Android implicit intent.

• When a deeplink is not configured: Tapping the CTA takes the user into an interactive conversation via Business Chat (Truecaller's messaging channel).

CTA Lifecycle

• CTAs remain visible until their configured Time-to-Live (TTL) expires.

• Expired CTAs are not displayed for subsequent calls.

CTA Priority

• Priority determines the display order of CTAs on the After Call Screen.

• Lower values indicate higher priority (1 = highest priority).

• Priority must be an integer ≥ 1.

• Priority determines the display order of CTAs on the After Call Screen.

• Lower values indicate higher priority (1 = highest priority).

• Priority must be an integer ≥ 1.

Post Call Actions is currently supported only on Android and is not available on iOS.

If your business is interested in knowing more about Call Personalisation APIs, please reach out to -> [e-mail]