The Escalation policy is at the end of the Limits section of AI Persona. It lists about 35 situations, each described by what the fan did. Every row has a switch and a badge:
Badge
Switch
What Hugo does
Escalates
On
Hugo stops and escalates the conversation to your team. It shows Escalated in the Master Inbox, with his reason. Hugo does not answer that fan until someone resolves it.
Steers away
Off
Hugo keeps the conversation and handles the situation himself. The line under the row, after “Steers away instead:”, describes how. The newest Hugo may handle the His wellbeing and Things nobody may do rows more softly. He steers away in her voice, with no “no” and no lecture. He never suggests a doctor, a service or an emergency number.
Always escalates
Locked
Hugo always escalates. You cannot turn it off.
Two situations are locked: Suicidal or self-harm language and Anyone under 18. In the app’s words, “this is an account risk, not a preference”.The situations are grouped under seven headings: His wellbeing, Things nobody may do, The real world arriving, Money he is disputing, Customs she cannot sell, A big spender and Hugo is lost.Each row can also show how often it happened in the last 30 days, for example “escalated 3× · steered away 1× in 30 days”.
Every situation you tick is a conversation that waits for a person. Tick only what your team will answer quickly, or those fans get no reply.
A new creator starts with the recommended set. Besides the two locked rows, these situations escalate:
In danger right now
Animals or anything illegal
Claims to know where she lives and A threat or reckless intent
Chargeback or fraud threat, Asks for a refund, Charged twice, Paid and got nothing and A paid custom is late
A promise she never kept and Feels sold the same thing twice
Every other situation starts as Steers away. For example, when a fan Asks to meet, Hugo never agrees. He may tease the fan or say no warmly, then moves the chat on.
In OnlyX, click Creators. Then click the creator, click AI Persona and click Limits. Scroll to Escalation policy.
1 Always escalates · 2 A row that steers away, and the app's line for it
2
Read each row
For each situation, read the badge and the line that describes what the fan did. On a Steers away row, read how Hugo handles it himself.
3
Switch the rows you want to change
Turn on a row to send that situation to your team. Turn it off to let Hugo steer away.The badge changes to Escalates or Steers away.
4
Optional: Go back to the recommended set
At the top of the card, click Use recommended.Every row goes back to the recommended set.
5
Save the persona
At the top of the tab, click Save.The message “AI Persona saved” appears. If you turned rows off, a second message names them: “Hugo now steers away instead of escalating”, followed by the situations.
Nothing changes until you click Save. Save also saves the rest of AI Persona.
Hugo does not price or sell custom content. While the row Any custom while selling is off is off (the default), a custom request is not escalated: Hugo keeps the conversation going. Owners and admins may get a Custom content request alert by email and Telegram, so your team can answer the fan.Usually no alert comes when the fan’s message names one of her hard limits. See Custom Content: prices, menu and orders.A few conversations still run on an older version of Hugo. For those, the row Any custom while selling is off, under Customs she cannot sell, decides what happens. With the row on, the newest Hugo may escalate a custom request too:
Escalates: the request comes to your team as an escalation.
Steers away, 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.
If your agency sells customs by hand, turn this row on too, and click Save.
1 Turn this row on to let Hugo escalate custom requests
Hugo does not answer an escalated conversation until someone resolves it. Answer escalations from the Escalations card in the inbox. Turn off the situations your team does not need to see. See Handle an escalation.
I can't turn off Suicidal or self-harm language
This row and Anyone under 18 are locked. They always escalate, for every creator.
Custom requests do not reach my team
While the row Any custom while selling is off is off, custom requests may reach your team as a Custom content request alert, not as an escalation. Check that owners and admins have this alert on, in Settings > Notifications. To let Hugo escalate them too, turn on Any custom while selling is off, then click Save.
The rows show no counts
The counts appear a moment after the section opens. Chatters do not see them.
"This page is out of date — reload and save again"
The list of situations changed since you opened the page. Reload the page, make your changes again, and click Save.
