> ## 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.

# Custom Content: prices, menu and orders

> Record a creator's custom prices and menu, send custom requests to your team, and work through paid custom orders.

<Badge color="purple">Owners, admins and content VAs</Badge>

Record what a creator charges for customs and what she makes, and learn how custom requests reach your team.

## Before you start

* Owners, admins and content VAs can change the prices and the menu.
* Owners, admins and chatters can see and work the orders.

## How custom requests work today

Hugo does not quote or sell custom content, and he never names a price for a custom. When a fan asks for one:

* Hugo keeps the conversation going, and may offer the nearest thing she already has. The conversation is not escalated, as long as the escalation policy row **Any custom while selling is off** is off (the default). With that row on, Hugo may escalate it instead.
* Owners and admins may get a **Custom content request** alert, by email and on Telegram. Usually no alert comes when the fan's message names one of her hard limits. The alert says which fan asked which creator, and what he asked for. It also links to the conversation.
* Someone on your team answers the fan in the conversation, and sells the custom by hand if she makes it.

The alert comes at most once a day for each conversation. It is on by default. To check it, see [Choose your notifications](/account/notifications).

<Note>
  The **Custom content selling** switch at the top of the **Custom Content** tab does not change this. Even when it is on, and its message reads "Hugo now sells customs", Hugo does not sell customs today.
</Note>

## Have custom requests escalated

One row in the creator's **Escalation policy** decides whether a custom request can come to your team as an escalation: **Any custom while selling is off**. A few conversations still run on an older version of Hugo; for those, the row decides what happens:

| The row is | What happens when a fan asks for a custom |
| - | - |
| Ticked | Hugo escalates the conversation to your team. It shows **Escalated** in the Master Inbox, with his reason. |
| Not ticked (the default) | Hugo names no price and does not say that she doesn't make customs. He offers the nearest thing she already has instead. |

With the row ticked, the newest Hugo may escalate a custom request too. If your agency sells customs by hand, tick the row:

<Steps>
  <Step title="Open the creator's AI Persona">
    In OnlyX, click **Creators**. Then click the creator, and click **AI Persona**.
  </Step>

  <Step title="Go to the Escalation policy">
    Click **Limits**. Then scroll to **Escalation policy**.
  </Step>

  <Step title="Turn on the custom row">
    Under **Customs she cannot sell**, turn on **Any custom while selling is off**.

    The row's badge changes to **Escalates**.

    <Frame caption="**1** Turn on Any custom while selling is off · **2** The badge now reads Escalates">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/hKdJ8389VtiBWn-f/images/help/hugo/custom-content/escalate-customs-light.png?fit=max&auto=format&n=hKdJ8389VtiBWn-f&q=85&s=4556e9723bdcb41fdb0d6e834092b7ac" alt="The Customs she cannot sell group in the Escalation policy, with Any custom while selling is off turned on and marked Escalates" width="1600" height="407" data-path="images/help/hugo/custom-content/escalate-customs-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/hKdJ8389VtiBWn-f/images/help/hugo/custom-content/escalate-customs-dark.png?fit=max&auto=format&n=hKdJ8389VtiBWn-f&q=85&s=5f80cca1ac894fa3ec2e573adb93891a" alt="The Customs she cannot sell group in the Escalation policy, with Any custom while selling is off turned on and marked Escalates" width="1600" height="407" data-path="images/help/hugo/custom-content/escalate-customs-dark.png" />
    </Frame>
  </Step>

  <Step title="Save the persona">
    At the top of the tab, click **Save**.

    You see "AI Persona saved".
  </Step>
</Steps>

To answer an escalated request, see [Handle an escalation](/inbox/handle-an-escalation). For the other rows, see [Escalation policy: choose what goes to your team](/hugo/escalation-policy).

## Set her prices and her menu

The prices and the menu are your record of what she charges and what she makes. Hugo does not use the prices or delivery times while he does not sell customs.

<Steps>
  <Step title="Open the Custom Content tab">
    On the creator's page, click **Custom Content**.
  </Step>

  <Step title="Enter her lowest prices">
    In **What she may charge**, enter a price in dollars in each field you need:

    * **Custom photo, from**: the lowest price for a custom photo.
    * **Custom video / minute, from**: the lowest price for each minute of custom video.
    * **Video minimum**: the lowest price for any custom video, however short.

    Leave a field empty if she does not sell that kind of custom. Each price can be up to \$10,000.
  </Step>

  <Step title="Set her delivery times">
    In **Delivery time — photos** and **Delivery time — videos**, enter how many days she needs. Use 1 to 60 days.

    New creators start at 3 days for photos and 7 days for videos.
  </Step>

  <Step title="Pick what she will make">
    In **What she will make**, click each thing she makes. A picked item turns green with a tick. Nothing is picked at the start.

    In **Other custom limits**, type anything a list cannot say, for example that she does not talk in videos.
  </Step>

  <Step title="Save the prices and the menu">
    In **What she may charge**, click **Save**.

    You see "Custom pricing saved". This one **Save** stores the prices, the delivery times, the menu and **Other custom limits**.

    <Frame caption="**1** Her lowest photo price · **2** What she will make · **3** One Save for all of it">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/mIACQV0LhpxrXe4v/images/help/hugo/custom-content/prices-and-menu-light.png?fit=max&auto=format&n=mIACQV0LhpxrXe4v&q=85&s=0b2abe55c57cd0e79e1731d7a888c529" alt="The What she may charge card with custom photo and video prices and delivery times, and the What she will make menu with picked items" width="1600" height="967" data-path="images/help/hugo/custom-content/prices-and-menu-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/mIACQV0LhpxrXe4v/images/help/hugo/custom-content/prices-and-menu-dark.png?fit=max&auto=format&n=mIACQV0LhpxrXe4v&q=85&s=231042645a3d32c2dfd8bc710465ffc7" alt="The What she may charge card with custom photo and video prices and delivery times, and the What she will make menu with picked items" width="1600" height="967" data-path="images/help/hugo/custom-content/prices-and-menu-dark.png" />
    </Frame>
  </Step>
</Steps>

Once a photo price or a per-minute video price is set, the optional **Set custom pricing** step on **Overview** shows **Done**. See [Get a creator ready for Hugo](/hugo/setup-checklist).

## Orders

A row appears in **Orders** only when a fan has paid for a custom that Hugo quoted. Hugo does not quote customs today, so no new orders arrive here. You may still see older orders.

| Status | What it means |
| - | - |
| **New order** | The fan paid, and nobody has started it yet. |
| **In progress** | Someone on your team started it. |
| **Delivered** | Your team marked it as sent to the fan. |
| **Withdrawn** | Your team cancelled it. |
| **Overdue** | A red mark next to an open order that passed its delivery date. |

To work an order, click its row. The window shows **What was sold**, its dates and **The conversation that sold it**. Then:

* Click **Start** when she starts working on a new order.
* Click **Delivered** when the fan has it.
* Click **Cancel** to withdraw the order. Cancelling does not refund the fan: any refund happens outside OnlyX.
* Click **Open chat on the tip** to open the conversation at the fan's payment.

Owners and admins also see new and overdue orders on the **Dashboard**, under **Waiting on you**. See [Waiting on you: what needs a person](/analytics/waiting-on-you).

## If something goes wrong

<AccordionGroup>
  <Accordion title="A fan asked for a custom, and nobody on my team was told">
    While **Any custom while selling is off** is off, a custom request may reach owners and admins as a **Custom content request** alert, not as an escalation. Usually no alert comes when the fan's message names one of her hard limits. Check that the alert is on for them. See [Choose your notifications](/account/notifications). To let Hugo escalate requests too, tick **Any custom while selling is off**, as in [Have custom requests escalated](#have-custom-requests-escalated).
  </Accordion>

  <Accordion title="I turned on Custom content selling and saw &#x22;Hugo now sells customs&#x22;">
    Hugo still does not quote or sell customs. The switch only saves your choice. Custom requests may reach your team through the **Custom content request** alert, or as an escalation when **Any custom while selling is off** is ticked.
  </Accordion>

  <Accordion title="&#x22;Could not save the pricing&#x22;">
    Each price can be up to \$10,000, and **Other custom limits** can hold up to 1,000 characters. If you are a chatter, ask an owner, admin or content VA to change the prices.
  </Accordion>

  <Accordion title="Orders says &#x22;Custom selling is off — asks for customs escalate to you instead.&#x22;">
    An empty **Orders** list is normal: Hugo does not quote customs today, so no new orders arrive. Custom requests may reach owners and admins through the **Custom content request** alert instead.
  </Accordion>

  <Accordion title="&#x22;Could not start it&#x22; or &#x22;Could not mark it delivered&#x22;">
    Someone else may have changed the order first. Reload the page to see its status.
  </Accordion>
</AccordionGroup>

## What's next

<Columns cols={2}>
  <Card title="Escalation policy: choose what goes to your team" icon="hand" href="/hugo/escalation-policy" horizontal />

  <Card title="Handle an escalation" icon="triangle-alert" href="/inbox/handle-an-escalation" horizontal />

  <Card title="Waiting on you: what needs a person" icon="clipboard-list" href="/analytics/waiting-on-you" horizontal />
</Columns>