Frequently Asked Questions

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 is implemented
  • 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 are implemented
  • 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.

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.

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:

  1. The deal’s status in HubSpot stays as closed-lost (unchanged)
  2. Rizer imports the deal data (contact, company, products, value)
  3. You assign a recycle reason and callback date
  4. The deal appears in Rizer’s “Recycling” list
  5. On the callback date, it automatically moves to “Ready for callback”
  6. 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

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 “Recycling” and “Ready for callback”?

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 is implemented). These are ready for your team to re-engage.

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

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

What if AI suggests the wrong recycle reason?

Simply override it:

  1. When recycling, select the correct reason manually
  2. Rizer learns from your corrections
  3. 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 my own email domain for nurturing?

Yes. To send nurturing emails, you must:

  1. Own a domain (like yourcompany.com)
  2. Set up a subdomain for sending (like mail.yourcompany.com)
  3. 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.

What happens when someone unsubscribes?

When a contact unsubscribes:

  1. They’re immediately removed from all active flows
  2. They won’t receive future nurturing emails from any flow
  3. You’re notified of the unsubscribe
  4. 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.

User and access questions

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).

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.

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 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?

  • Chat: Click the support icon
  • Email: support@rizer.io

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

Where can I request new features?

Feature requests can be submitted through:

  • Support email (support@rizer.io)
  • 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.

Further reading:

Still stuck? How can we help?