Work your first shift in the OnlyX inbox: choose what to answer first, check who has a conversation, reply, leave a note and give it back to Hugo.
Owners, admins and chattersThis guide follows one shift in the inbox. You open your workspace, choose what to answer, reply, leave a note and give your conversations back.
An owner or admin invited you as a chatter. If you have not accepted yet, see Join a team from an invite.
An owner or admin assigned creators to you. You see only those creators and their conversations. They set this in Settings > Members. See Manage members, assignments and invites.
If you work for more than one agency, check the workspace first. At the foot of the sidebar, click your name. A check mark shows the workspace you are in. Select the workspace for this shift.OnlyX reloads. See Work in several workspaces.
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Open the inbox
In OnlyX, click Inbox. After you sign in, a chatter starts here.The Master Inbox lists the conversations of your creators.
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Check your creators
At the top of the list, click All creators.The picker lists only the creators assigned to you. Each one shows how many of her conversations are unread. Click one creator to work her inbox alone. Select All creators to see every one of yours.
The chips at the top of the Master Inbox group the list by who has each conversation. The number on a chip counts the conversations in that state for the creator you picked.We recommend checking these groups in this order.
1 Only your creators · 2 The state chips. The small box marks the sort menu.
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Start with escalations
Click Escalated. Hugo stopped answering these fans and asked for a person. Open one and read his reason first. See Handle an escalation.
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Move to unread conversations
Click Unread. Each of these has at least one unread message. To bring the busiest to the top, open the sort menu and select Most unread.
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Check the manual conversations
Click Manual. A person on your team holds each of these. If Hugo is off for a creator, her conversations stay here with no holder. Look for the ones you took over earlier.
Click the fan’s row in the list. Check the creator’s name at the top of the conversation. Then read the chip next to the fan’s name: Hugo, Manual, Escalated or Hugo off.The conversation opens, with the fan panel next to it. On a smaller screen, use the panel button at the top of the conversation.
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Read the recent messages
Scroll up in the conversation. Read what the fan wrote and what your team or Hugo answered.
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Check who has the conversation
In the fan panel, read the tag under the fan’s name.On a Manual conversation, the tag names the holder. In the picture, an admin named Priya Shah holds the conversation. The tag reads “A person has it” when OnlyX has no name. Other tags are “Hugo escalated this”, “Hugo off for this fan”, or what Hugo is doing, such as “Building rapport”.
On a Manual conversation that has a countdown, everyone who opens it sees the “You’re in control” bar, not only the holder. To know who has the conversation, read the name in the fan panel.
Your first message on a Hugo or Escalated conversation takes it over. It works like Claim. The conversation becomes Manual in your name, and Hugo stays out.If a teammate already holds the conversation, Claim is not shown. You can still reply. Your reply does not change who holds it, or when the hold ends. We recommend that you ask the holder before you answer.
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Optional: Claim the conversation
To hold the conversation before you write, click Claim at the top of the conversation.Claim changes to Resume Hugo, and the chip changes to Manual.
This message goes to the real fan. On OnlyFans, you can Unsend a message within 24 hours, but the fan may already have read it.
The 12-hour hold starts when you take over. Your later messages do not restart the clock, and no button adds time. When the 12 hours end, the conversation goes back to Hugo if he is on for the creator.
Before you stop, decide what happens to each conversation you hold. OnlyX has no shift schedule. It also has no control that gives a conversation to a named person.
In the Master Inbox, click Manual. Open a conversation you took over.
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Check the holder
In the fan panel, read the name in the tag. Resume Hugo ends the hold of whoever has it. If a teammate holds the conversation, we recommend that you ask that person first.
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Give the conversation back
At the top of the conversation, click Resume Hugo. You can also click it on the “You’re in control” bar.The chip changes to Hugo, and the countdown disappears. If the fan’s newest message has no answer, Hugo answers it. If the newest message is from your team, Hugo waits for the fan.
1 Everyone who opens the conversation sees this bar · 2Resume Hugo ends the hold
If Hugo is off for the creator, the conversation stays Manual with no countdown. Your team keeps it.
Use this when a person must keep answering after your shift. It is a way of working, not an app feature.
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Save a note
Write what is still open in Notes, and click Save notes.
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Copy the link
In the list, point at the conversation’s row. Click the three dots that show in its corner. Select Copy link.OnlyX shows “Link copied”. Paste the link into your team’s own chat. A teammate can open it only if the creator is assigned to them. Owners and admins can open all of them.
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Leave the hold in place
Your name stays on the conversation until the hold ends or someone clicks Resume Hugo. Your teammate can reply in the meantime. The 12 hours still count from when you took over.When your teammate finishes, they click Resume Hugo.
You see only the creators assigned to you. Ask an owner or admin to assign her in Settings > Members. If none are assigned, Creators shows “No creators assigned to you yet”.
The list says "No conversations match these filters."
A chip, a search or a filter narrows the list. Click Clear filters. Then click All.
The bar says You're in control, but I did not take the conversation
Everyone who opens a Manual conversation that has a countdown sees the bar, not only the holder. Read the tag in the fan panel to see who holds it.
The conversation went back to Hugo while I was still working
The 12 hours count from the moment you took over. Later messages do not restart them. If Hugo is on for the creator, he takes the conversation back when the time ends.To keep working, click Claim. A new 12-hour hold starts.
I clicked Resume Hugo, but the conversation still shows Manual
Hugo is off for this creator, so the conversation stays with your team. Ask an owner or admin to check the creator’s Hugo switch. See Why isn’t Hugo replying?.
The unread number went away when I opened a conversation
Opening a conversation marks it as read for the whole team. To mark it unread again, open the three-dot menu on its row and select Mark as unread.
