> ## 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.

# Escalation policy: choose what goes to your team

> Choose, for each creator, which situations Hugo escalates to your team and which he steers away from himself.

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

Each creator has an escalation policy. It says what Hugo hands to your team, and what he handles himself.

## Before you start

* You need an owner, admin or content VA account.
* Make sure your team works the escalations. An escalated conversation gets no reply from Hugo until someone resolves it. See [Handle an escalation](/inbox/handle-an-escalation).

## How the policy works

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".

<Warning>
  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.
</Warning>

## The recommended set

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.

## Change the policy

<Steps>
  <Step title="Open the policy">
    In OnlyX, click **Creators**. Then click the creator, click **AI Persona** and click **Limits**. Scroll to **Escalation policy**.

    <Frame caption="**1** Always escalates · **2** A row that steers away, and the app's line for it">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/L7kgEUsDP6IIxihh/images/help/hugo/escalation-policy/escalation-policy-light.png?fit=max&auto=format&n=L7kgEUsDP6IIxihh&q=85&s=920be6c861b2748a7e0b8fb5b2d85a93" alt="The His wellbeing group of the Escalation policy: a locked row that always escalates, and a row that steers away, with the line saying how" width="1600" height="532" data-path="images/help/hugo/escalation-policy/escalation-policy-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/L7kgEUsDP6IIxihh/images/help/hugo/escalation-policy/escalation-policy-dark.png?fit=max&auto=format&n=L7kgEUsDP6IIxihh&q=85&s=724760a40597ed3c625065a77aa1048f" alt="The His wellbeing group of the Escalation policy: a locked row that always escalates, and a row that steers away, with the line saying how" width="1600" height="532" data-path="images/help/hugo/escalation-policy/escalation-policy-dark.png" />
    </Frame>
  </Step>

  <Step title="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.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="Optional: Go back to the recommended set">
    At the top of the card, click **Use recommended**.

    Every row goes back to the recommended set.
  </Step>

  <Step title="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.
  </Step>
</Steps>

Nothing changes until you click **Save**. **Save** also saves the rest of **AI Persona**.

## Custom requests

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](/hugo/custom-content).

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**.

<Frame caption="**1** Turn this row on to let Hugo escalate custom requests">
  <img className="block dark:hidden" src="https://mintcdn.com/onlyx/mIACQV0LhpxrXe4v/images/help/hugo/escalation-policy/customs-row-light.png?fit=max&auto=format&n=mIACQV0LhpxrXe4v&q=85&s=de6fb87dd73dc18af5bdee4896e3e1a3" alt="The Customs she cannot sell group of the Escalation policy, with the row Any custom while selling is off" width="1600" height="460" data-path="images/help/hugo/escalation-policy/customs-row-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/onlyx/mIACQV0LhpxrXe4v/images/help/hugo/escalation-policy/customs-row-dark.png?fit=max&auto=format&n=mIACQV0LhpxrXe4v&q=85&s=d295fc50db7f2a2dc39bca361d2b73d2" alt="The Customs she cannot sell group of the Escalation policy, with the row Any custom while selling is off" width="1600" height="460" data-path="images/help/hugo/escalation-policy/customs-row-dark.png" />
</Frame>

## If something goes wrong

<AccordionGroup>
  <Accordion title="Fans wait a long time after Hugo escalates">
    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](/inbox/handle-an-escalation).
  </Accordion>

  <Accordion title="I can't turn off Suicidal or self-harm language">
    This row and **Anyone under 18** are locked. They always escalate, for every creator.
  </Accordion>

  <Accordion title="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**.
  </Accordion>

  <Accordion title="The rows show no counts">
    The counts appear a moment after the section opens. Chatters do not see them.
  </Accordion>

  <Accordion title="&#x22;This page is out of date — reload and save again&#x22;">
    The list of situations changed since you opened the page. Reload the page, make your changes again, and click **Save**.
  </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-open" href="/hugo/custom-content" horizontal />

  <Card title="Set hard limits and soft boundaries" icon="shield" href="/hugo/hard-limits-and-soft-boundaries" horizontal />
</Columns>