> ## 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.

# Conversation states: Hugo, Manual, Escalated and Hugo off

> Learn who answers a fan in each conversation state, and how a conversation moves between Hugo and your team.

<Badge color="blue">Owners, admins and chatters</Badge>

Every conversation in the Master Inbox shows who answers the fan: Hugo, or a person on your team.

## The four states

| State | Who answers the fan | How it changes |
| - | - | - |
| **Hugo** | Hugo. | It becomes **Manual** when someone clicks **Claim** or replies. It becomes **Escalated** when Hugo asks your team to take over. |
| **Manual** | A person on your team. Hugo stays out, usually for 12 hours. | Click **Resume Hugo**, or wait until the 12 hours end. |
| **Escalated** | A person. Hugo stopped answering and said why. | Click **Resolve & resume Hugo**, or reply to take it over. |
| **Hugo off** | A person, always. Hugo never answers this fan. | Turn Hugo back on for this fan. |

The state is the chip next to the creator's name on each row of the list.

<Frame caption="**1** A person on your team has it · **2** Hugo answers this fan · **3** Hugo escalated it to your team">
  <img className="block dark:hidden" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/conversation-states/states-in-the-list-light.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=cb82fb1d55b432fc68d435c26f73e356" alt="The conversation list with three rows marked: one with the Manual chip, one with the Hugo chip and one with the Escalated chip" width="1440" height="1090" data-path="images/help/inbox/conversation-states/states-in-the-list-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/conversation-states/states-in-the-list-dark.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=6fc81fb28fc2774d4dfae00d911c166e" alt="The conversation list with three rows marked: one with the Manual chip, one with the Hugo chip and one with the Escalated chip" width="1440" height="1090" data-path="images/help/inbox/conversation-states/states-in-the-list-dark.png" />
</Frame>

## Where you see the state

* In the list, each row shows the creator's name, the state chip and the time of the last message.
* In the open conversation, the same chip is next to the fan's name. On a phone the chip is hidden, so read the bottom of the conversation instead.
* At the bottom of the conversation, a line or a bar says the state in words.
* In the fan panel, a tag at the top says who has the conversation, for example "Mateo Silva has it", "Hugo escalated this" or "Hugo off for this fan". On a **Hugo** conversation, the tag says what Hugo is doing, for example "Building rapport".

| State | What the bottom of the conversation shows |
| - | - |
| **Hugo** | "Hugo owns this thread. Replying takes it over for 12 hours." |
| **Manual**, held by a person | "You're in control", the time left and **Resume Hugo** |
| **Escalated** | "Hugo escalated this", Hugo's note and **Resolve & resume Hugo** |
| **Manual** with no countdown, and **Hugo off** | Nothing |

<Frame caption="Ringed: the state chip · **1** Time left before Hugo takes it back · **2** Who has the conversation">
  <img className="block dark:hidden" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/conversation-states/manual-hold-light.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=c9ce14c6d3eb73bb5e61ed77e5b00687" alt="A Manual conversation: the Manual chip next to the fan's name, the You're in control countdown and the fan panel tag naming the team member" width="1600" height="1264" data-path="images/help/inbox/conversation-states/manual-hold-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/conversation-states/manual-hold-dark.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=e0e19ea90a74995b871454ea8992755e" alt="A Manual conversation: the Manual chip next to the fan's name, the You're in control countdown and the fan panel tag naming the team member" width="1600" height="1264" data-path="images/help/inbox/conversation-states/manual-hold-dark.png" />
</Frame>

## Why a conversation becomes Manual

A conversation becomes **Manual** when:

* someone on your team clicks **Claim**;
* someone on your team sends a message in a **Hugo** or **Escalated** conversation;
* on Telegram, the creator answers from her own Telegram app. The fan panel tag then reads "A person has it".

Hugo then stays out for 12 hours. More replies in a **Manual** conversation do not restart the 12 hours. After 12 hours, the conversation goes back to Hugo by itself if Hugo is on for the creator. If Hugo is off for her, it stays with your team.

To give a conversation back sooner, see [Take over a conversation and give it back](/inbox/take-over-and-resume-hugo).

## Manual with no countdown

When Hugo is off for a creator, her new conversations start as **Manual**, with no countdown. They stay with your team.

When someone turns Hugo on for her again, these conversations go back to Hugo by themselves. This happens a batch at a time.

Conversations where the fan is waiting go first. For a creator with many conversations, this can take several minutes. A conversation where someone on your team replied in the last 12 hours goes back 12 hours after that reply.

Conversations that already showed **Hugo** keep the **Hugo** chip when Hugo is turned off for the creator. They show "Hugo will not answer this thread" until he is on again.

## Why Hugo does not answer a Hugo conversation

The **Hugo** chip says that Hugo owns the conversation. It does not promise that he can answer. Something can stop him, for example:

* Hugo is off for the creator;
* the creator's setup is unfinished;
* her account is disconnected;
* billing has paused Hugo.

Then the bottom of the conversation shows "Hugo will not answer this thread" and names the reason. See ["Hugo will not answer this thread"](/inbox/hugo-will-not-answer).

## Escalated

Hugo escalates a conversation when he decides that a person must answer it. For example, a fan asks for a refund, or says he knows where the creator lives. Hugo then stops answering that fan until someone gives the conversation back.

Only Hugo or a safety rule can escalate a conversation: there is no button for it. See [Handle an escalation](/inbox/handle-an-escalation).

## Hugo off

**Hugo off** keeps Hugo out of one fan's conversation, with no time limit. Hugo keeps answering the creator's other fans. AI Rules can also turn Hugo off for a fan.

To turn it on or off, use the power button at the top of the conversation. Its tooltip reads **Keep Hugo out of this thread**, or **Let Hugo handle this thread** when Hugo is already off.

<Note>
  Do not click **Claim** on a **Hugo off** conversation. It becomes **Manual** for 12 hours. After that, Hugo takes it back. To answer the fan, reply instead: the conversation stays **Hugo off**.
</Note>

See [Keep Hugo out of one fan's conversation](/inbox/keep-hugo-out-of-a-chat).

## Filter the list by state

The chips at the top of the list filter by state: **All**, **Unread**, **Escalated**, **Manual**, **Hugo** and **Hugo off**. Each chip shows how many conversations it holds. See [Find conversations: search, filters and sort](/inbox/find-conversations).

## Who can change the state

* Owners, admins and chatters can click **Claim**, **Resume Hugo** and **Resolve & resume Hugo**, reply, and use the power button.
* In the row menu of the list, only owners and admins see **Turn Hugo off** and **Turn Hugo on**.
* Only owners and admins can turn Hugo on or off for a whole creator. That decides where a conversation goes when a hold ends.

## What's next

<Columns cols={2}>
  <Card title="Take over a conversation and give it back" icon="hand" href="/inbox/take-over-and-resume-hugo" horizontal />

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

  <Card title="Keep Hugo out of one fan's conversation" icon="power-off" href="/inbox/keep-hugo-out-of-a-chat" horizontal />
</Columns>