> ## 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.

# How Hugo works

> What Hugo does when a fan writes, what he sells, what stops him, and when your team takes over a conversation.

<Badge color="gray">Everyone</Badge>

Hugo is the AI chatter that answers fans in the creator's voice. This page explains what he does with each message, what he may sell, and when a person takes over.

## What Hugo does with each message

Hugo works only from the creator's own inbox and from what you set up for her in OnlyX. When a fan writes, these five things happen in order:

1. **A fan writes**. The message reaches the conversation within seconds. Hugo waits a few seconds after the fan's last message, then answers all of it in one reply. A fan who writes for the first time can take a little longer to appear.
2. **He reads the whole thread**. He reads more than the last line. He sees what she already told this fan, what the fan bought, and what the fan turned down.
3. **He checks the limits first**. Hugo gets her hard limits before every reply. He does not offer, price or describe content that crosses one.
4. **He writes in her voice**. The **AI Persona** decides the words: her backstory, how she writes and the emoji she uses.
5. **He sells from AI Content, or not at all**. He offers content you mapped in **AI Content**, priced from its floor. If nothing is mapped, he offers nothing. He never makes up content. He never asks less than the floor you set, or for part of a level, its share of the floor.

You can read the same steps in the app. On a creator's **Overview**, click **How it works?** next to the Hugo heading. The **How Hugo works** window opens. Click **Got it** to close it.

<Frame caption="**1** What Hugo does with every message · **2** The switch is permission, not a start button">
  <img className="block dark:hidden" src="https://mintcdn.com/onlyx/-OdGXx4TTCpw3fzi/images/help/hugo/how-hugo-works/how-hugo-works-light.png?fit=max&auto=format&n=-OdGXx4TTCpw3fzi&q=85&s=177da2dd26cbbf55d1b4b342340f8f5e" alt="The How Hugo works window with its five steps under What happens when a fan writes, and the card The switch is permission, not a start button" width="1476" height="2304" data-path="images/help/hugo/how-hugo-works/how-hugo-works-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/onlyx/-OdGXx4TTCpw3fzi/images/help/hugo/how-hugo-works/how-hugo-works-dark.png?fit=max&auto=format&n=-OdGXx4TTCpw3fzi&q=85&s=431fde506a0e674dba21fc202407002f" alt="The How Hugo works window with its five steps under What happens when a fan writes, and the card The switch is permission, not a start button" width="1476" height="2304" data-path="images/help/hugo/how-hugo-works/how-hugo-works-dark.png" />
</Frame>

## What Hugo sells

* Hugo sells only what you map in **AI Content**. He may offer a whole level, or part of a level. A part is priced in proportion to the level's price floor. See [How AI Content works: groups, collections and levels](/ai-content/how-ai-content-works).
* If nothing is mapped, Hugo still chats with fans, but he has nothing to offer them.
* Hugo does not price or sell custom content: when a fan asks for one, he keeps the conversation going. Owners and admins may get a **Custom content request** alert, so your team can answer the fan. If the escalation policy row **Any custom while selling is off** is on, Hugo may escalate the request to your team instead. See [Custom Content: prices, menu and orders](/hugo/custom-content).

If you set up voice notes for the creator, Hugo can also send fans voice notes. See [AI voice notes: give Hugo her voice](/hugo/ai-voice-notes).

## When Hugo can answer

Hugo answers a fan only when all of these are true:

* The Hugo switch on the creator's **Overview** is on.
* Her account is connected.
* Her persona has an age and a backstory.
* At least one hard limit is saved.
* At least one fan has synced from her account.
* The conversation belongs to Hugo. It is not **Manual**, **Escalated** or **Hugo off**.
* OnlyX has not paused Hugo, and billing has not stopped him.
* The fan is not one of your own creators. When two of your creators subscribe to each other, Hugo stays out of their conversation.

The Hugo switch gives Hugo permission to answer. It does not start him by itself: in the app's words, **The switch is permission, not a start button**. To see which setup steps are still open, see [Get a creator ready for Hugo](/hugo/setup-checklist).

When something stops Hugo, the conversation shows "Hugo will not answer this thread" and the reason, for example "This creator's setup is unfinished". Its button takes you to the fix: **Open setup** or **Open billing**. Messages that arrive while Hugo is stopped are not queued.

<Frame caption="**1** Why Hugo will not answer, and what fixes it · **2** The button to the fix">
  <img className="block dark:hidden" src="https://mintcdn.com/onlyx/-OdGXx4TTCpw3fzi/images/help/hugo/how-hugo-works/thread-blocked-light.png?fit=max&auto=format&n=-OdGXx4TTCpw3fzi&q=85&s=ecb386f930db0901392f335f2a006850" alt="A conversation with the banner Hugo will not answer this thread, listing each reason with its fix, and the Open setup button" width="1600" height="431" data-path="images/help/hugo/how-hugo-works/thread-blocked-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/onlyx/-OdGXx4TTCpw3fzi/images/help/hugo/how-hugo-works/thread-blocked-dark.png?fit=max&auto=format&n=-OdGXx4TTCpw3fzi&q=85&s=89d260606ac65fc3976cb200c52f52b6" alt="A conversation with the banner Hugo will not answer this thread, listing each reason with its fix, and the Open setup button" width="1600" height="431" data-path="images/help/hugo/how-hugo-works/thread-blocked-dark.png" />
</Frame>

When you fix the cause, Hugo answers fans who are still waiting for a reply. He does this only if their last message is no more than 7 days old. See ["Hugo will not answer this thread"](/inbox/hugo-will-not-answer).

<Note>
  When billing stops Hugo, the reason reads "Billing has stopped Hugo selling". Hugo then stops answering fans too, not only selling. See [Low balance, grace period and "Hugo is paused"](/billing/low-balance-and-pause).
</Note>

## When a person takes over

A person on your team takes over a conversation in three ways:

* Someone replies to the fan or clicks **Claim**. The conversation shows **Manual**, and Hugo stays out of it for 12 hours. Replying also cancels the follow-ups Hugo had planned for that fan. See [Take over a conversation and give it back](/inbox/take-over-and-resume-hugo).
* Hugo escalates. For the situations ticked in the creator's escalation policy, Hugo hands the conversation to your team. It shows **Escalated** in the Master Inbox with his reason, and Hugo stays out until someone resolves it. See [Escalation policy: choose what goes to your team](/hugo/escalation-policy).
* Someone turns Hugo off for one fan. The conversation shows **Hugo off**, and Hugo never answers that fan until someone turns him back on. See [Keep Hugo out of one fan's conversation](/inbox/keep-hugo-out-of-a-chat).

<Note>
  When you reply in a conversation that Hugo owns, you take it over for 12 hours. Hugo does not answer that fan while you have it. To give it back sooner, click **Resume Hugo**. After 12 hours, it goes back to Hugo by itself if Hugo is on for the creator.
</Note>

Two kinds of message always go to a person: talk of suicide or self-harm, and anyone under 18. You cannot turn these off. For everything else, you choose in the escalation policy. Hugo either hands the conversation to your team, or he steers it away himself.

## What's next

<Columns cols={2}>
  <Card title="Get a creator ready for Hugo" icon="list-checks" href="/hugo/setup-checklist" horizontal />

  <Card title="How AI Content works: groups, collections and levels" icon="layers" href="/ai-content/how-ai-content-works" horizontal />

  <Card title="Conversation states: Hugo, Manual, Escalated and Hugo off" icon="messages-square" href="/inbox/conversation-states" horizontal />
</Columns>