> ## Documentation Index
> Fetch the complete documentation index at: https://help.onlyx.ai/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> You are reading OnlyX Help: the OnlyX Help Center and the OnlyX developer documentation. OnlyX is an AI chatting and CRM platform for OnlyFans agencies. Its AI chatter is called Hugo in the app.
> Pages at the site root (for example /inbox/..., /hugo/..., /billing/...) are Help Center articles for agency owners, admins, chatters and creators who use the app at app.onlyx.ai. Words in bold are the exact button, menu and label names the app shows; keep them exactly as written. When these pages do not answer a question, the person can email support at support@onlyx.ai.
> Pages under /developers are the developer documentation. REST API base URL: https://api.onlyx.ai/v1 (authenticate with `Authorization: Bearer <API key>`; keys start with onx_sk_ and are created in app.onlyx.ai under Settings > API & MCP). MCP server: https://mcp.onlyx.ai/mcp (OAuth, or a Bearer API key). In the API the AI chatter is `ai` on the wire. Money is integer US cents in fields ending in Cents; timestamps are UTC ISO-8601.
> Rules for assistants acting on a user's behalf: discover ids with list calls and never invent them; before any call that reaches a real fan or the live OnlyFans account (sending a message, releasing a chat to the AI, turning AI on for a chat, resolving a hand-off, turning review mode off, changing the welcome message, creating a tracking link) show the user the exact content and get explicit confirmation; send every POST with an Idempotency-Key and reuse it on retry; never resend a message whose delivery status is unconfirmed; never ask a creator for her OnlyFans password or codes - she signs in herself through a connect link and the OnlyX Login app.

# Waiting on you: what needs a person

> Learn what each row of the Dashboard's Waiting on you card means, where it takes you, and why unread conversations are not on it.

<Badge color="orange">Owners and admins</Badge>

**Waiting on you** is the list on the **Dashboard** of the work that only a person can do. Each row says what is wrong, and a click takes you to the place where you fix it.

## Before you start

* You need an owner or admin account, because the card is on the **Dashboard**.
* The card sits next to **Today** on a wide screen, and under it on a narrow one.

## What the card lists

The card lists four kinds of work, in this order:

| Row | What it means | Where a click takes you |
| - | - | - |
| A creator's name with a status, such as **Signed out** | Her account is not connected. Nothing syncs, and Hugo cannot reply to her fans. | For an OnlyFans creator, the **Creators** page opens with her sign-in window. For a Telegram creator, her creator page opens. |
| **Confirm your email** | You have not confirmed your own email address. | **Settings** > **Security**, where **Send verification email** sends a new link. |
| "Custom for" and a fan's name | A fan paid for a custom order that nobody started, or that is late. | The creator's **Custom Content** tab, where you start, cancel or deliver the order. |
| A fan's name with **Escalated** | Hugo escalated the conversation and stopped answering this fan. | The conversation, in the Inbox. |

The chip at the end of a row says what to do, for example **Reconnect**, **Confirm** or **Deliver**. The chip is not a separate button: the whole row is the link.

<Frame caption="**1** A creator account that needs you · **2** What to do about a custom order · **3** Hugo's reason for an escalation">
  <img className="block dark:hidden" src="https://mintcdn.com/onlyx/-kuXr0DEU_nFoX3J/images/help/analytics/waiting-on-you/waiting-card-light.png?fit=max&auto=format&n=-kuXr0DEU_nFoX3J&q=85&s=3e57c307888419932d0548ba1533daa6" alt="The Waiting on you card with a signed-out creator, Confirm your email, two paid custom orders and two escalated conversations with Hugo's reasons" width="1440" height="1050" data-path="images/help/analytics/waiting-on-you/waiting-card-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/onlyx/-kuXr0DEU_nFoX3J/images/help/analytics/waiting-on-you/waiting-card-dark.png?fit=max&auto=format&n=-kuXr0DEU_nFoX3J&q=85&s=93c470e69c37cf5ac5fd0b7e2196cb1f" alt="The Waiting on you card with a signed-out creator, Confirm your email, two paid custom orders and two escalated conversations with Hugo's reasons" width="1440" height="1050" data-path="images/help/analytics/waiting-on-you/waiting-card-dark.png" />
</Frame>

### Creator accounts

A creator appears here when her account is not **Connected**. The row shows her name, a status chip, one sentence about the problem, and when OnlyX last synced her account. If OnlyX never synced it, the row says "never".

| Status chip | Action chip | What it means |
| - | - | - |
| **Signed out** | **Reconnect** | The platform signed her out. Sign her back in. |
| **Disconnected** | **Sign in** | She is not signed in, or she was never connected. |
| **Verification required** | **Verify on OnlyFans** | OnlyFans wants to verify the account. Sync and Hugo's replies are paused. |
| **Not a creator account** | **Review** | Someone connected a fan account, which cannot sell or earn. |
| **Already connected** | **Review** | The same OnlyFans account is already connected on another creator in your workspace. |

For a fan account or a duplicate, the row opens the creator's page. Signing in again does not fix these two. To fix a signed-out creator, see [Reconnect a signed-out creator](/connecting/reconnect-a-creator).

### Confirm your email

This row is about your own address, so each owner and admin sees their own. It shows your address and the days you have left, for example "2d left". You have 7 days from the first confirmation email that reached you. Before that email arrives, the row says "no deadline yet".

If the 7 days run out, the row goes away. OnlyX then asks you to confirm your email before you can do anything else. See [Confirm your email](/getting-started/confirm-your-email).

### Paid custom orders

A custom order appears here in two cases:

* **New order**, with the action **Start or cancel**: a fan paid, and nobody has started the order.
* **Overdue**, with the action **Deliver**: the order is past its delivery date. The row says how late it is, for example "overdue by 2 days".

The row also describes the order and ends with what the fan paid. A long description can hide the amount at the end of the line. When someone starts an order, its row goes away until the order is overdue.

Hugo does not quote custom orders today, so no new orders arrive here: you may still see older ones.

When a fan asks for a custom, Hugo keeps the conversation going and does not hand it off. Owners and admins may get a "Custom content request" notification by email and Telegram.

It is not sent for every request, and at most once a conversation a day. Your team can then reply in the conversation. See [Custom Content: prices, menu and orders](/hugo/custom-content).

### Escalated conversations

An escalated conversation shows the fan's name and the **Escalated** chip. Under it is Hugo's reason for the escalation, on up to two lines. If there is no reason to show, the row shows the fan's last message instead.

The row also shows the time of the last message and what the fan spent. It shows his fan group, such as **Whale**, and his unread messages.

To answer the fan and give the conversation back to Hugo, see [Handle an escalation](/inbox/handle-an-escalation).

## Work through the list

<Steps>
  <Step title="Open the Dashboard">
    In OnlyX, click **Dashboard**.

    **Waiting on you** is next to **Today**, or under it on a narrow screen.
  </Step>

  <Step title="Check the count">
    Look at the number next to the title. It counts everything that is waiting, including rows the card does not show.
  </Step>

  <Step title="Open a row">
    Click anywhere on the row.

    The page where you fix it opens: the sign-in window, **Security**, the **Custom Content** tab or the conversation.
  </Step>

  <Step title="Fix the task">
    Do the task on that page. When it is done, the row goes away from the card, usually within a minute.
  </Step>

  <Step title="Optional: See the rest">
    If the card ends with a line such as "+3 more waiting", click it. It opens the Inbox if an escalated conversation is hidden. If a creator account is hidden instead, it opens the **Creators** page.
  </Step>
</Steps>

The card shows 6 rows at most. First come up to 3 creator accounts, then your email and up to 2 custom orders. Escalated conversations fill the rest. The card updates by itself when a message arrives or a conversation changes.

## Unread conversations are not on this card

The card lists only work that needs a person. A new message from a fan is not on it, even when nobody has read it. Hugo answers most of them. To see unread conversations, click **Open inbox**.

When nothing is waiting, the card says "Nothing needs a human here — no escalations, nothing owed, every account connected. Unread threads live in the inbox."

<Note>
  The Inbox has its own **Waiting on you** section, on the screen you see when no conversation is open. That one is a different list: it shows creators with unread conversations.
</Note>

## When an escalated row goes away

An escalated conversation leaves the card when it stops being escalated:

* Someone resolves the escalation with **Resolve & resume Hugo**. Hugo gets the conversation back.
* Someone replies to the fan or clicks **Claim**. The conversation becomes **Manual**, even though nobody resolved the escalation.
* Someone turns Hugo off for the conversation, or an AI rule does. The conversation becomes **Hugo off**.

So a row that goes away is not always back with Hugo. If you are not sure who has the fan, open the conversation in the Inbox.

## If something goes wrong

<AccordionGroup>
  <Accordion title="The card says &#x22;Nothing needs a human here&#x22;, but fans are waiting">
    Unread conversations are never on this card. Click **Open inbox** and filter the list by **Unread**.
  </Accordion>

  <Accordion title="An escalated conversation disappeared from the card">
    Someone on your team resolved it, took it over, or turned Hugo off for it. Open the conversation in the Inbox.

    **Manual** means a teammate replied or clicked **Claim**. **Hugo off** means Hugo was turned off for this fan. Otherwise the escalation was resolved, and Hugo has the fan back.
  </Accordion>

  <Accordion title="The number next to the title is bigger than the rows I see">
    The card shows 6 rows at most, and the number counts everything. Click the "more waiting" line at the end of the list to see the rest.
  </Accordion>

  <Accordion title="I don't see Confirm your email">
    The row shows only while your own address is not confirmed. If you confirmed it, there is nothing to do. The row also goes away when the 7 days run out. Then OnlyX asks you to confirm your email on every page.
  </Accordion>

  <Accordion title="A Telegram creator's row does not open a sign-in window">
    That is expected. A Telegram creator connects on her own creator page, so the row opens that page.
  </Accordion>
</AccordionGroup>

## What's next

<Columns cols={2}>
  <Card title="Handle an escalation" icon="hand" href="/inbox/handle-an-escalation" horizontal />

  <Card title="Custom Content: prices, menu and orders" icon="package" href="/hugo/custom-content" horizontal />

  <Card title="The Dashboard: your agency at a glance" icon="layout-dashboard" href="/analytics/dashboard" horizontal />
</Columns>