Callbacks and Re-engagement

The callback system is the engine that drives Rizer. You recycle deals so that eventually, at the right moment, you can reach back out and try again. This article covers how callbacks work, how to manage your callback queue, and how re-engagement creates new opportunities in HubSpot.

How Callbacks Work

When you recycle a deal, you set a callback date — the date when you want to follow up. Rizer tracks that date and moves the deal to Ready for callback when the time comes.

It sounds simple, and it is. But the simplicity is the point. Without a system, follow-up dates live in notes, tasks, calendar reminders, and mental to-do lists. Things slip. Rizer makes sure nothing slips.

Here’s the basic flow:

1. A deal is recycled with a callback date of June 15
2. The deal sits in In recycling, being tracked
3. On June 15, Rizer automatically moves it to Ready for callback
4. You see the deal in your ready queue and decide what to do
5. You either re-engage (create a new opportunity in HubSpot) or mark it completed

The system handles the tracking. You handle the judgment calls.

The Ready for Callback Queue

The Ready for callback tab is your action list. These are deals where the wait is over — it’s time to decide whether to reach out.

What You’ll See

Go to Deals > Ready for callback to see your queue.

[Screenshot: Ready for callback tab showing multiple deals with their details]

Each deal shows:

Ready date — When the deal became ready. Deals that have been sitting ready for a while appear older here. Fresh ones are recent.

Company and contacts — Who you’ll be reaching out to. Contact names, titles, and the company name.

Owner — The current owner and, if different, the previous owner. Also shows the suggested next owner if one has been assigned.

Triggered by — What caused the deal to become ready:

• Callback date — The scheduled date arrived
• Feature completed — A linked missing feature was marked as shipped
• Manual — Someone manually marked it ready before the scheduled date

Recycle reasons — Why the deal was lost, for each product. This reminds you what you’re addressing when you reach back out.

Products — What products were involved, along with any competitor information that was captured.

Deal value — The original opportunity value. Helps you prioritize.

AI suggestions — Recommendations for how to approach the re-engagement conversation.

Filtering the Queue

If you have lots of ready deals, filters help you focus:

Owner filter — See only deals assigned to specific reps. Useful for managers reviewing team queues or reps focusing on their own deals.

Product filter — See only deals involving specific products. Useful when doing product-focused outreach.

Triggered by filter — See only deals triggered by a specific event. For example, filter to “Feature completed” to focus on deals where a missing feature just shipped.

Value range — Focus on deals above or below certain values.

Search — Find specific companies or contacts by name.

Sorting the Queue

Click column headers to sort:

• Ready date — Oldest first (deals waiting longest) or newest first
• Deal value — Highest value first for prioritization
• Company name — Alphabetical for finding specific accounts

Sorting by value with highest first helps you tackle the biggest opportunities. Sorting by ready date with oldest first ensures nothing gets stale.

What Makes a Deal Ready

Deals move from In recycling to Ready for callback through several triggers.

Callback Date Arrives

The most common trigger. You set a callback date when recycling, and when that date arrives, the deal becomes ready.

Rizer checks once daily, at midnight in your organization’s timezone. A deal with a callback date of June 15 becomes ready at midnight on June 15. It appears in your queue when you check in that morning.

Missing Feature Ships

If a deal was recycled because of a missing feature, and you linked it to that feature in Rizer, shipping the feature triggers the callback.

Here’s how it works:

1. You recycle a deal with reason “Missing feature”
2. You link it to the tracked feature “Salesforce integration”
3. The deal waits in In recycling
4. Months later, someone marks “Salesforce integration” as Completed in Rizer
5. All deals linked to that feature automatically move to Ready for callback
6. Your team gets notified that these deals are ready

This is powerful. You don’t have to remember which deals wanted which features. Ship a feature, and automatically you have a list of warm prospects who asked for exactly that thing.

Manual Override

Sometimes you want to act on a deal before its scheduled callback date:

• The prospect reached out to you
• You learned about a change in their situation
• A trigger event happened that wasn’t tracked in Rizer
• You just have a feeling the timing is right

You can manually mark any deal as ready:

1. Find the deal in In recycling
2. Click to expand its details
3. Click Mark ready for callback

The deal moves to your ready queue immediately, regardless of its scheduled callback date.

Default Callback Timing

Each recycle reason has a default callback period. When you recycle a deal, Rizer suggests a callback date based on this default.

Viewing and Editing Defaults

Go to Settings > Recycling > Callback defaults to see the current defaults.

[Screenshot: Callback defaults settings page showing recycle reasons with their default time periods]

You’ll see each recycle reason with its default period:

Recycle Reason	Typical Default
Missing feature	When feature ships
Not the right time	3 months
No available budget	6 months
Too expensive	6 months
Unclear value / ROI	4 months
Better price by competitor	12 months
Buyer requested a discount	6 months
No decision-making authority	3 months
Internal misalignment	4 months
Didn’t trust vendor/brand	6 months
Buyer stopped responding	3 months
No feedback provided	3 months
Implementation too complex	6 months

Changing Defaults

To change a default:

1. Click the menu icon next to the recycle reason
2. Click Edit
3. Set the new time period (days, weeks, or months)
4. Click Save

For “Missing feature,” you can set it to “When feature ships” instead of a fixed period. This ties callbacks directly to your product roadmap.

Why Defaults Matter

Good defaults save time. If most “No available budget” deals in your industry are worth revisiting after 6 months (when budget cycles reset), setting that as the default means you don’t have to think about it for every deal. The default handles the typical case.

But defaults are just starting points. When you have specific information about a deal — the prospect said “call me in January” or you know their contract renews in November — override the default with that specific date.

Adjusting Defaults to Your Business

The right defaults depend on your sales cycle and industry:

Shorter cycles — If your deals typically close in weeks rather than months, shorter callback periods make sense. A 6-month default might be too long.

Budget timing — If your customers have predictable budget cycles (fiscal year, quarterly planning), align defaults with those cycles.

Contract lengths — If prospects typically sign annual contracts with competitors, a 12-month default for competitive losses makes sense. For month-to-month competitor contracts, shorter periods work better.

Product development speed — If you ship features quickly, “Missing feature” callbacks might happen sooner than for companies with longer development cycles.

Review your defaults after a few months of using Rizer. If you’re frequently overriding certain defaults, adjust them to better match reality.

Deciding What to Do with Ready Deals

When a deal is ready for callback, you have three options:

Option 1: Re-engage

You decide the deal is worth pursuing. You create a new opportunity in HubSpot and reach out to the prospect.

This is the goal — turning a lost deal into a new opportunity. We’ll cover the mechanics of re-engagement in detail below.

Option 2: Mark as Completed

You review the deal and decide not to pursue it. Maybe:

• The company went out of business
• Your contact left with no replacement
• You learned new information that disqualifies them
• The opportunity is too small to be worth the effort
• After consideration, the timing still isn’t right

Marking as completed moves the deal to Recycling completed. It’s out of your active queue but preserved for historical tracking.

To mark a deal completed:

1. Click the deal to expand its details
2. Click Mark as completed
3. Confirm the action

Option 3: Postpone

Sometimes a deal is ready according to the calendar, but you’re not ready to act on it. Maybe:

• You want to wait for some other event first
• The timing is close but not quite right
• You’re too busy right now and want to defer it

You can edit the deal and set a new callback date:

1. Click the deal to expand its details
2. Click Edit
3. Change the callback date to a future date
4. Click Save

The deal moves back to In recycling until the new date arrives.

Be careful with postponing. It’s easy to keep pushing deals forward indefinitely. If you find yourself postponing the same deal multiple times, consider whether it’s actually worth pursuing or should be marked completed.

Re-engagement: Creating New Opportunities

Re-engagement is the payoff — turning a ready deal into a new opportunity in HubSpot.

Why New Records Instead of Reopening

When you re-engage, Rizer creates a new deal (or lead) in HubSpot rather than reopening the original closed-lost record. This might seem like extra work, but there are good reasons:

Historical accuracy — Your pipeline metrics stay clean. The original deal was lost — that’s a historical fact. A new deal means your win rates and conversion metrics reflect reality.

Fresh start — The new opportunity gets its own timeline, activities, and notes. Your team starts fresh without wading through old history.

Multiple attempts — If this re-engagement doesn’t work, you can recycle and try again. Each attempt gets its own record, making it easy to track how many tries it took.

Relationship preservation — The new record connects to the same contact and company, so you keep all the relationship context. You just don’t carry over the old deal’s history.

Re-engage as Lead vs. Deal

When you re-engage, you choose what type of record to create in HubSpot.

Re-engage as Lead

Creates a new lead record. Choose this when:

• The opportunity needs to be re-qualified
• You’re not sure the prospect is still interested or in a position to buy
• Your contact may have changed roles
• The original opportunity was early-stage
• You want it to go through your standard lead qualification process

The new lead enters the pipeline and stage you configured during Rizer setup.

Re-engage as Deal

Creates a new deal record. Choose this when:

• You have high confidence the opportunity is ready
• The prospect indicated renewed interest
• Circumstances have clearly changed (budget available, feature shipped, competitor contract ending)
• The opportunity was late-stage and can pick up where it left off

The new deal enters the pipeline and stage you configured during setup.

Which should you choose?

If you’re unsure, lead is the safer choice. You can always qualify a lead into a deal. It’s harder to realize a deal wasn’t actually ready and move backward.

The right answer also depends on your sales process. Some teams always re-engage as deals because they don’t use the leads object. Others always re-engage as leads because every recycled opportunity needs fresh qualification. Many teams decide case by case.

During setup, you can configure Rizer to always create one type, always create the other, or let users choose each time. If you’re not sure what works best, allowing manual selection gives you flexibility.

Re-engaging a Single Deal

1. Go to Deals > Ready for callback
2. Find the deal you want to re-engage
3. Click the deal row to expand its details
4. Review the information — remind yourself why it was lost and what’s changed
5. Click Re-engage prospect
6. Choose Lead or Deal
7. Select which owner should be assigned the new record
8. Click Create

[Screenshot: Re-engage modal showing lead/deal radio buttons and owner dropdown]

Rizer creates the new record in HubSpot immediately. You’ll see a confirmation with a link to the new opportunity.

Re-engaging Multiple Deals

When you have several deals to process:

1. In the Ready for callback list, check the box next to each deal you want to re-engage
2. Click Re-engage prospect (the bulk action button at the top)
3. Choose Lead or Deal — this applies to all selected deals
4. Assign owners:
   • Same owner for all — Select one owner from the dropdown
   • Original owner — Assign each deal to whoever owned it originally
   • Individual assignment — Assign each deal to a specific owner
5. Click Create

All new records get created in HubSpot at once. You’ll see a summary showing successes and any failures.

[Screenshot: Bulk re-engage modal with multiple deals selected]

What Gets Created in HubSpot

The new record includes:

• Contact association — Linked to the same contact from the original deal
• Company association — Linked to the same company
• Name — Deal or lead name, often with an indicator that it’s from recycling
• Products — For deals, the same products from the original opportunity
• Owner — The owner you selected during re-engagement
• Pipeline and stage — Wherever you configured new records to land

The new record does not include:

• Old notes and activities
• Previous pipeline history
• The closed-lost status or dates
• Old tasks or associated files

This is intentional. Your team gets a clean slate while keeping the relationship context through contact and company associations.

What Happens to the Recycled Deal

After re-engagement, the original recycled deal stays in Rizer:

• It’s linked to the new HubSpot opportunity
• Rizer watches the new deal’s progress
• If the new deal closes as won, the recycled deal updates to Won after recycling
• If the new deal is lost, you can recycle it again for another attempt

You don’t need to track this manually. Rizer handles the connection automatically.

Auto-Creation Settings

During setup, you configured an auto-creation strategy that controls how Rizer automatically creates records when deals become ready.

The Three Strategies

Unlimited

Rizer creates records in HubSpot as soon as deals become ready. No limits on volume or timing.

Good for teams that:

• Can handle variable deal flow
• Want immediate action on ready deals
• Have dedicated resources for recycled opportunities
• Trust the callback timing they’ve set

Limited

Rizer creates up to a set number of records per owner per day or week. Deals beyond the limit wait in the queue.

Good for teams that:

• Want to control the pace of recycled opportunities
• Need to balance recycled deals with new pipeline
• Have reps with specific capacity constraints
• Want predictable daily/weekly deal flow

None

Rizer never auto-creates records. All re-engagement is manual. Deals sit in Ready for callback until someone explicitly creates them.

Good for teams that:

• Want full control over every re-engagement decision
• Are testing recycling strategies
• Have specific business rules requiring manual review
• Prefer to batch process ready deals at specific times

Configuring Limited Auto-Creation

When using the limited strategy, you set:

Maximum per period — How many records can be created. For example, “5 per week” or “2 per day.”

Period — Daily or weekly. Daily gives finer control; weekly allows more flexibility in when deals get created.

Owner scope — The limit applies per owner. If the limit is 5 per week, each rep can have up to 5 deals auto-created, not 5 total across the team.

Days of the week — Which days auto-creation can happen. Maybe only weekdays, or only Monday through Thursday, or any day.

How Limits Work in Practice

Say you set a limit of 5 deals per week per owner, Monday through Thursday only.

• On Monday, 3 deals become ready for Rep A. Rizer creates all 3 in HubSpot.
• On Tuesday, 4 more deals become ready for Rep A. Rizer creates 2 (hitting the limit of 5). The other 2 wait.
• On Wednesday, 1 more deal becomes ready for Rep A. It waits (limit already reached).
• On Friday, 2 deals become ready for Rep A. They wait (Friday not allowed, plus limit reached anyway).
• The following Monday, the limit resets. Waiting deals start getting created.

This gives you controlled, predictable flow rather than a flood of recycled deals all at once.

Changing Your Strategy

To adjust auto-creation settings:

1. Go to Settings > Integrations > HubSpot > Settings
2. Click the Deal Export tab (or Lead Export for leads)
3. Update the Auto-creation strategy section
4. Click Save

Changes apply immediately to all deals in Ready for callback.

Working the Callback Queue Effectively

Some practices that help you get the most from your callback queue.

Check It Regularly

The queue only works if you work it. Build a habit:

• Daily if you have high volume or time-sensitive deals
• Weekly at minimum, even for lower volume

Set a recurring reminder or make it part of your morning routine. Ready deals waiting unworked defeats the whole purpose of the system.

Prioritize by Value

Not all ready deals are equally important. When you have limited time, prioritize:

• Highest value first — Big deals justify more effort
• Clearest triggers first — Deals where you know exactly why they’re ready (feature shipped, contract ending) are warmer than generic time-based callbacks
• Best relationships first — Deals where you have strong contacts are more likely to convert

Sort by deal value to see the biggest opportunities at the top.

Don’t Let Deals Get Stale

A deal that’s been sitting in Ready for callback for weeks is a problem. Either:

• You should have reached out already, or
• You should have marked it completed, or
• You should have postponed it to a more appropriate date

Ready deals should move. Review → decide → act. If you find yourself with a backlog of stale ready deals, either your callback dates are wrong, your team needs more bandwidth, or your criteria for what’s worth recycling are too loose.

Batch Similar Deals

If you have multiple ready deals for the same reason, batch them:

• All “missing feature” deals for a feature that just shipped — reach out with the same good news
• All “budget” deals at the start of a new fiscal year — similar timing conversation
• All deals for a specific product — focused outreach

Batching lets you reuse messaging and get into a rhythm.

Prepare Before Reaching Out

Before you re-engage, take a minute to:

• Review why the deal was lost
• Check what’s changed since then
• Look at recent activity on the contact/company in HubSpot
• Consider your opening message

A little preparation makes re-engagement conversations more effective. You’re not starting cold — you’re picking up a relationship with specific context.

Track What Works

Pay attention to which re-engagements succeed:

• Which recycle reasons have the best conversion rates?
• What callback timing leads to wins?
• Which reps are most effective at re-engagement?
• Do certain products recycle better than others?

Rizer’s reports help you see these patterns. Use the data to refine your recycling strategy over time.

Handling Common Situations

Some scenarios you’ll encounter and how to handle them.

The Prospect Reaches Out First

Sometimes a recycled deal becomes ready because the prospect contacts you — before the callback date arrives.

1. Immediately mark the deal as ready (or it might still be in recycling)
2. Re-engage to create the new opportunity in HubSpot
3. Continue the conversation with a proper deal record in place

Don’t wait for the callback date when the prospect is already interested.

The Contact Left the Company

You go to re-engage and discover your contact no longer works there.

If you can find a new contact:

1. Update the contact information in HubSpot
2. Re-engage and assign to the new relationship
3. Adjust your approach since you’re essentially starting fresh

If you can’t find a path forward:

1. Mark the deal as completed
2. Note why (contact left, no replacement found)
3. Move on to other opportunities

The Company Was Acquired

Your target company got bought by another company.

If the acquiring company is a prospect:

1. This might actually be good news — potentially bigger opportunity
2. Re-engage and explore the new situation
3. Update contact and company info as needed

If the acquiring company isn’t a fit:

1. Mark the deal as completed
2. Note the acquisition
3. Move on

Multiple Deals for the Same Company

Sometimes you have several recycled deals for the same company all becoming ready around the same time.

Consolidate if they’re really one opportunity:

1. Re-engage one deal as the primary
2. Mark others as completed (noting they’re consolidated)
3. Reference all the history in your outreach

Keep separate if they’re genuinely different:

1. Re-engage each as its own opportunity
2. Be thoughtful about not overwhelming the prospect with multiple simultaneous outreaches

The Timing Still Isn’t Right

A deal becomes ready, but when you review it, you realize the timing is still off.

1. Edit the deal
2. Set a new callback date that makes more sense
3. The deal returns to In recycling

But be honest with yourself. If you keep postponing the same deal, maybe it’s not worth tracking. Consider whether it should just be marked completed.

You Disagree with the Original Recycle Reason

Looking at a ready deal, you think it was recycled with the wrong reason or wrong callback timing.

1. Note this for learning purposes (maybe improve note quality going forward)
2. For this deal, focus on what you know now
3. Re-engage if it makes sense, or mark completed if not

The past is past. Work with current reality.

Measuring Callback Effectiveness

Track how well your callback system is working.

Key Metrics

Ready-to-engage rate — What percentage of ready deals do you actually re-engage (vs. marking completed)?

If this is very low, either your callback dates are too aggressive (deals becoming ready before circumstances change) or your criteria for recycling are too loose (recycling deals that aren’t really worth pursuing).

Re-engagement conversion rate — What percentage of re-engaged deals eventually close as won?

This is the ultimate measure. If recycled deals are converting, your timing and approach are working.

Time in ready queue — How long do deals sit in Ready for callback before action?

Deals shouldn’t sit long. If average time in queue is more than a few days, you’re either not checking often enough or have more ready deals than you can handle.

Won-back revenue — Total value of deals won after recycling.

The bottom line. This is the revenue you recovered that would have been lost without systematic follow-up.

Using Reports

Rizer’s reports show recycling performance over time:

• Deals won after recycling (count and value)
• Win rate by recycle reason
• Average time from recycling to win
• Callback conversion by owner

Use these to identify what’s working and what needs adjustment.

Improving Based on Data

If win rates are low for certain recycle reasons:

• Maybe those deals aren’t worth recycling
• Maybe the callback timing is wrong
• Maybe the re-engagement approach needs work

If deals are sitting too long in ready:

• Check your queue more often
• Adjust auto-creation limits
• Consider whether you’re recycling more than you can handle

If certain reps have better conversion:

• Learn from their approach
• Share best practices across the team
• Consider their methods for training

Callbacks for Leads

Everything in this article applies to leads as well as deals, with minor differences:

• Leads become ready the same way (date arrives, feature ships, manual trigger)
• The ready queue works the same way
• Re-engagement creates new leads in HubSpot (not a choice of lead vs. deal)
• Success is measured as Qualified after recycling instead of Won after recycling

See the Recycling Leads article for lead-specific details.