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.

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.

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.

Search — Find specific companies or contacts by name.

What makes a deal ready

Deals move from 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.

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 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

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 Recycling
2. Click to view 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 and on AI recommendations.

Viewing and editing defaults

Go to Settings > Default callbacks to see the current defaults.

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

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 going 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

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.

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.

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.

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.