Frequently Asked Questions | Rizer Recycling Knowledge Center

Common questions about Rizer Recycling, organized by topic. If you don’t find your answer here, check the detailed articles in our documentation or contact support.

General Questions

What is Rizer Recycling?

Rizer Recycling is a HubSpot add-on that helps sales teams re-engage lost deals and leads at the right time. It tracks closed-lost opportunities from HubSpot, lets you set callback dates, and automatically creates new deals or leads when it’s time to follow up.

Rizer is not a standalone CRM. It connects to your HubSpot account and adds a recycling layer on top of your existing sales process.

How is Rizer different from just using HubSpot?

HubSpot is your CRM where all contact, company, and deal data lives. Rizer extends HubSpot specifically for lost deal management:

Systematic tracking — Every lost deal gets a recycle reason and callback date
Automatic triggers — Deals become ready when callback dates arrive or features ship
AI suggestions — Intelligent recommendations for recycle reasons and timing
Competitor tracking — See which competitors you’re losing to and why
Missing feature tracking — Know which feature gaps cost you deals and auto-trigger callbacks when they ship
Dedicated nurturing — Email workflows specifically for recycled contacts

You could track lost deals in HubSpot manually, but Rizer makes it systematic, automated, and measurable.

Do I still need HubSpot if I have Rizer?

Yes. Rizer requires an active HubSpot account and works alongside it, not instead of it. Your sales team continues using HubSpot for all CRM activities. Rizer adds the ability to track and re-engage lost deals systematically.

All your data stays in HubSpot. Rizer reads from HubSpot, creates new records in HubSpot, but never replaces it.

What happens to my data if I stop using Rizer?

Your HubSpot data remains completely unchanged. Rizer never deletes anything from HubSpot.

If you disconnect or cancel:

All contacts, companies, and deals stay in HubSpot exactly as they are
Deals created during re-engagement remain in your HubSpot pipelines
Your Rizer recycling history is preserved if you later reconnect

Can Rizer delete my HubSpot data?

No. Rizer only has permissions to read data and create new records. It cannot delete contacts, companies, deals, or leads from HubSpot. The integration is designed to be non-destructive.

Setup Questions

How long does setup take?

Initial setup typically takes 30-60 minutes:

Connecting HubSpot: 5 minutes
Onboarding wizard: 20-40 minutes (organization settings, products, pipelines, competitors, missing features)
Email nurturing domains: 15-30 minutes (optional, can be done later)

You can start recycling deals immediately after completing the onboarding wizard. Email nurturing can be added whenever you’re ready.

What HubSpot permissions does Rizer need?

Rizer requires:

CRM access:

Read and write contacts, companies, deals, and leads
Access to pipelines and stages
Access to products and line items

User access:

Read user information for owner assignment

These permissions allow Rizer to import lost deals and create new records during re-engagement. Rizer cannot delete data or modify your HubSpot configuration.

Does Rizer work with HubSpot Free?

Rizer requires HubSpot Sales Hub with API access. The free tier has limited API capabilities that may not support all Rizer features.

We recommend Sales Hub Professional or higher. Check with HubSpot that your subscription includes:

Full API access
Deals object
Pipeline management
Contacts and companies

Can I connect multiple HubSpot portals?

One Rizer account connects to one HubSpot portal at a time.

If you have multiple portals:

Use separate Rizer accounts for each portal, or
Switch between portals by disconnecting and reconnecting (your Rizer data is preserved but won’t sync with the other portal)

What if I have multiple sales pipelines?

Rizer supports multiple pipelines. During setup, you select which pipelines to import lost deals from. You can choose one pipeline, several, or all of them.

Export settings (where re-engaged deals go) use a single pipeline, but you can change this anytime in settings.

Can I set up Rizer myself or do I need IT help?

Most of Rizer’s setup can be done by anyone with HubSpot Admin access. You’ll need IT help only for:

DNS records for email nurturing — Adding SPF, DKIM, and CNAME records requires access to your domain’s DNS settings

If you’re not setting up email nurturing initially, you can complete the entire setup without IT involvement.

Recycling Questions

What happens when I recycle a deal?

When you recycle a deal:

The deal’s status in HubSpot stays as closed-lost (unchanged)
Rizer imports the deal data (contact, company, products, value)
You assign a recycle reason and callback date
The deal appears in Rizer’s “In recycling” list
On the callback date, it automatically moves to “Ready for callback”
You can then create a new deal or lead in HubSpot to re-engage

The original closed-lost deal remains in HubSpot for historical tracking. Re-engagement creates a new record rather than reopening the old one.

Why does re-engagement create a new deal instead of reopening the old one?

Creating new records preserves historical accuracy. Your original deal shows when it was lost and why. The new deal shows the re-engagement attempt separately.

This approach:

Keeps pipeline metrics accurate
Maintains a clear audit trail
Allows multiple re-engagement attempts over time
Preserves the original loss data for analysis

Can I undo recycling a deal?

Yes. You can mark a recycled deal as “Recycling completed” if you decide not to pursue it:

Find the deal in “In recycling” or “Ready for callback”
Open the deal details
Click “Mark as completed”

This removes it from your active recycling queue without deleting any data. You’re simply indicating you’ve reviewed it and chosen not to pursue.

How many deals can I recycle?

There’s no limit to the number of deals you can recycle. Rizer handles organizations with tens of thousands of recycled opportunities.

Your export settings control how many new deals are created in HubSpot at once (to prevent overwhelming your sales team), but there’s no cap on tracking.

What’s the difference between “In recycling” and “Ready for callback”?

In recycling — Deals being tracked but not yet ready for action. They have a recycle reason and callback date assigned, and Rizer is waiting until the right time.

Ready for callback — Deals that have reached their callback date (or triggered early, like when a missing feature ships). These are ready for your team to re-engage.

Think of “In recycling” as your waiting room and “Ready for callback” as your action list.

Can I recycle a deal that’s not closed-lost?

No. Rizer only recycles deals in closed-lost stages. This is intentional — recycling is for opportunities that didn’t close, not active pipeline deals.

If you have a deal you want to track for later but it’s not technically lost, mark it as closed-lost in HubSpot first, then recycle it.

What are the available recycle reasons?

Rizer includes standard recycle reasons:

Product-related:

Missing feature
Implementation too complex

Pricing-related:

Too expensive
Unclear value / ROI
Better price by competitor
Buyer requested a discount
No available budget

Buyer readiness:

Not the right time

Decision-maker obstacles:

No decision-making authority
Internal misalignment

Trust and confidence:

Didn’t trust vendor/brand

Engagement challenges:

Buyer stopped responding
No feedback provided

Can I add custom recycle reasons?

The standard reasons cover most scenarios. If you need custom reasons, contact Rizer support to discuss your requirements.

AI Questions

How does AI work in Rizer?

Rizer’s AI analyzes deal notes, communications, and historical patterns to suggest:

Recycle reasons — Why the deal was likely lost
Callback dates — When to re-engage based on the situation
Sales execution issues — Process problems that may have contributed

The AI also helps during onboarding by scanning your deal history to identify competitors and missing features.

How accurate are AI suggestions?

Accuracy depends on data quality. Suggestions work best when:

Deals have detailed notes explaining why they were lost
Your organization website is configured in Rizer settings
You have sufficient deal history (30+ closed-lost deals helps)
Communications and activities are logged in HubSpot

AI suggestions are starting points, not requirements. You can always override them with your own judgment.

Does AI access confidential data?

AI only analyzes data already in HubSpot and Rizer:

Deal notes and descriptions
Products and pricing
Activity history
Your public website

Rizer doesn’t share your data with third parties. AI processing happens within Rizer’s secure infrastructure.

What if AI suggests the wrong recycle reason?

Simply override it:

When recycling, select the correct reason manually
Rizer learns from your corrections
Future suggestions improve based on your choices

The AI is optional. You can always ignore suggestions and make manual selections.

Can I disable AI suggestions?

You can’t disable AI, but you can simply ignore its suggestions. When recycling, the AI-suggested values are pre-filled but fully editable. Select whatever values you prefer.

Nurturing Questions

Do I need email nurturing?

Email nurturing is optional. You can use Rizer’s core recycling features without it.

Nurturing makes sense when:

Callback periods are 3+ months (long time to stay silent)
You want to maintain presence between recycling and re-engagement
You have content to share with recycled contacts
You have bandwidth to create and manage flows

You can start without nurturing and add it later when you’re ready.

Do I need my own email domain for nurturing?

Yes. To send nurturing emails, you must:

Own a domain (like yourcompany.com)
Set up a subdomain for sending (like mail.yourcompany.com)
Verify ownership through DNS records

This is required by email providers to prevent spam and ensure deliverability. You cannot send from a generic Rizer email address.

Are there email sending limits?

Rizer doesn’t impose hard sending limits, but email deliverability best practices apply:

New domains: Start with lower volumes (hundreds per day) and increase gradually
Reputation: Sending too much too fast can trigger spam filters
Engagement: High bounce or complaint rates hurt deliverability

Best practice is to start conservatively and increase as your domain builds reputation.

Can I use Rizer for general email marketing?

Rizer’s nurturing is designed specifically for recycled contacts — people from lost deals and leads. It’s not a general marketing automation tool.

For broader email marketing, continue using HubSpot’s marketing tools or dedicated email platforms. Rizer nurturing complements those tools for the specific use case of re-engaging lost opportunities.

What happens when someone unsubscribes?

When a contact unsubscribes:

They’re immediately removed from all active flows
They won’t receive future nurturing emails from any flow
You’re notified of the unsubscribe
The contact remains in your recycled deals list for tracking

Unsubscribing only affects automated nurturing emails. You can still manually reach out via HubSpot, phone, or other channels.

Can I send nurturing emails to contacts outside of recycled deals?

No. Rizer nurturing specifically targets contacts from recycled deals and leads. The audience filters are based on recycling data — products, recycle reasons, competitors, etc.

For nurturing contacts outside the recycling context, use HubSpot’s marketing tools.

How do I test nurturing emails before sending?

Several options:

Test email function: In Settings > Nurturing > Senders, send a test email to yourself
Test flow: Create a flow with very narrow criteria that only matches a test contact, activate it, and verify emails arrive
Draft status: Keep flows in draft while designing, then activate when ready

Always test before activating flows to real contacts.

HubSpot Integration Questions

How often does data sync between Rizer and HubSpot?

Different data types sync at different intervals:

Data Type	Sync Frequency
Deal and lead changes	Every 15 minutes
Contact and company info	Every hour
Pipelines, products, users	Daily

Changes in HubSpot appear in Rizer within these timeframes. Re-engagements in Rizer create HubSpot records immediately.

What if my HubSpot connection breaks?

If your connection shows as disconnected:

Go to Settings > Integrations > HubSpot
Click Connect
Authorize with a HubSpot Admin account
Complete the connection

Your Rizer data is preserved. Reconnecting resumes normal syncing without data loss.

Common causes of disconnection:

HubSpot password changed
User who connected was deactivated
Permissions manually revoked
Extended inactivity

Can I connect Rizer to Salesforce instead of HubSpot?

No. Rizer Recycling is built specifically for HubSpot. It’s a HubSpot add-on, not a general CRM tool.

Does Rizer work with HubSpot workflows?

Rizer operates alongside HubSpot workflows but doesn’t directly integrate with them. You can:

Use HubSpot workflows for your normal sales process
Use Rizer for recycling and re-engagement specifically
Trigger HubSpot workflows on deals created by Rizer re-engagement

The two systems complement each other.

User and Access Questions

How many users can I have?

Your subscription includes a specific number of user seats. Check your plan details or Settings > Users to see your current usage and limit.

Deactivated users don’t count toward your limit, so you can deactivate former employees to free up seats.

What’s the difference between Admin and User roles?

Admin:

Full access to all deals and leads
Can view all reports
Can modify settings and configuration
Can manage users

User:

Access only to deals assigned to them
Reports filtered to their data
Cannot modify settings
Cannot manage other users

Most organizations have a few Admins (managers, ops) and more standard Users (individual reps).

Can I control which deals each user sees?

Yes, through roles. Standard Users only see deals assigned to them. Admins see everything.

If you need more granular control (like territory-based access), you’d manage this through deal assignment rather than Rizer permissions.

What happens to a user’s deals when they leave?

Deals stay assigned to them when you deactivate their account. You have options:

Leave as-is: Deals remain under their name in reports for historical accuracy
Reassign: Manually change ownership to active users before or after deactivation

Rizer doesn’t automatically reassign deals when someone is deactivated.

Reporting Questions

What reports are available?

Rizer provides reports in several categories:

Loss Analysis:

Loss drivers (why deals are lost)
Loss trends over time
Loss reasons by owner

Recycling Performance:

Recycling status breakdown
Won after recycling
Recovery metrics

Competitive:

Competitors report (losses by competitor)

Feature Gaps:

Missing features (revenue impact of feature gaps)

Nurturing:

Flow performance (email metrics, engagement)

Can I export report data?

Yes. Reports include export options for CSV (for spreadsheet analysis) or PDF (for sharing). Exports include data with current filters applied.

How do I measure recycling ROI?

Key metrics to track:

Won after recycling: Deals that closed as won after being recycled
Revenue recovered: Total value of won-back deals
Recovery rate: Percentage of recycled deals that convert to wins
Time to win: How long from recycling to close

Compare these to your overall sales metrics to understand recycling’s contribution.

Why do my Rizer numbers differ from HubSpot?

Rizer and HubSpot track different things:

Rizer tracks recycling status (in recycling, ready, won after recycling)
HubSpot tracks deal stages (closed-lost, closed-won)

A deal can be “closed-lost” in HubSpot and “In recycling” in Rizer simultaneously. When re-engaged, a new HubSpot deal is created while the original stays closed-lost.

Numbers may also differ due to:

Different date filters
Sync timing (recent changes may not be reflected)
Different definitions (lost deals vs. recycled deals)

Billing and Plan Questions

How does Rizer pricing work?

Pricing details are outside the scope of this documentation. Contact Rizer sales for:

Current pricing plans
User license costs
Feature availability by plan
Enterprise options
Volume discounts

Is there a free trial?

Contact Rizer sales to discuss trial options and getting started.

What happens if I exceed my user limit?

You won’t be able to add new users until you either:

Deactivate existing users to free up seats
Upgrade your plan for more seats

Existing users continue working normally.

Can I downgrade my plan?

Contact Rizer support or sales to discuss plan changes. Downgrading may affect feature availability or user limits.

How do I cancel?

Contact Rizer support to discuss cancellation. Your data in both Rizer and HubSpot is preserved — nothing is deleted.

Technical Questions

What browsers does Rizer support?

Rizer works in modern browsers:

Chrome (recommended)
Firefox
Safari
Edge

We recommend keeping your browser updated for best performance and security.

Is there a mobile app?

Rizer is a web application accessible from any browser. There’s no dedicated mobile app, but the web interface works on mobile devices.

For mobile CRM work, most teams use the HubSpot mobile app and access Rizer from desktop.

Is my data secure?

Rizer takes security seriously:

Data transmitted over encrypted connections (HTTPS)
Secure authentication with HubSpot OAuth
No storage of HubSpot credentials
Regular security practices and monitoring

For specific security documentation or compliance questions, contact Rizer.

Where is data stored?

Rizer data is stored securely in cloud infrastructure. For specific details about data location, compliance certifications, or security practices, contact Rizer.

Is there an API?

For API access or integration questions, contact Rizer support to discuss your requirements.

Getting Help

How do I contact support?

In-app chat: Click the support icon in Rizer
Email: support@rizer.io

Include your Hub ID (visible in Settings > Integrations > HubSpot) for faster assistance.

What should I include in a support request?

Help support resolve your issue faster:

Hub ID
Screenshots of errors
What you were trying to do
What happened instead
Steps you’ve already tried

Where can I request new features?

Feature requests can be submitted through:

Support email (support@rizer.io)
In-app chat
Your account manager (if applicable)

Include your use case and how the feature would help your process.

Is there training available?

This documentation covers all Rizer features. For personalized training, onboarding assistance, or team workshops, contact Rizer to discuss options.

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