Read why Hugo escalated a conversation, then give it back to Hugo or answer the fan yourself.
Owners, admins and chattersWhen Hugo escalates a conversation, he stops answering that fan and tells your team why. You read his note, then give the conversation back to Hugo or answer the fan yourself.
You need an owner, admin or chatter account in OnlyX. A chatter sees only the conversations of the creators assigned to them.
Owners and admins get an alert for each new escalation by email. They also get it on Telegram once they connect Telegram in Settings > Notifications. They can turn the alert off. See Choose your notifications.
Hugo escalates a conversation when he decides that a person must answer it. For example, a fan says he paid twice, asks for a refund, or seems to be in crisis. The conversation’s chip then reads Escalated, and Hugo stays silent in it.Each creator’s Escalation policy decides which situations Hugo escalates. You find it on her AI Persona tab, in Limits. Two situations are marked Always escalates: suicidal or self-harm language, and anyone under 18. For the other situations, see Escalation policy: choose what goes to your team.Hugo does not price or sell custom content. Whether a custom request becomes an escalation depends on the policy row Any custom while selling is off:
When the row reads Steers away (the default), the request is not escalated. Hugo keeps talking to the fan, and may offer the nearest thing she already has.
When the row reads Escalates, Hugo may escalate the request to your team.
On the newest Hugo, which answers almost every conversation, owners and admins may also get a Custom content request alert. It lets your team answer the request in the conversation. Not every request sends the alert. For example, an ask for something on her hard limits usually sends none.
In the Inbox, click the Escalated chip at the top of the list.
With no conversation open, click the Escalations card under Needs an answer. The card is called Escalations, and the chip is called Escalated: both show the same conversations.
Owners and admins also see escalated conversations on the Dashboard, under Waiting on you, with Hugo’s note.
In the alert email, click “Open the conversation”. The conversation opens in the Inbox.
1 The Escalations card, when no conversation is open · 2 The Escalated chip at the top of the list
In OnlyX, click Inbox. Then click Escalated, and click the conversation.The conversation opens. At the bottom, an amber banner starts with “Hugo escalated this”.
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Read Hugo's reason and his note
Read the first line of the banner. It says what the fan did, for example “Hugo escalated this: charged twice”. Under it is Hugo’s note, in his own words.If a safety rule escalated the conversation, the first line ends with ”— flagged by a safety rule”.
1 What the fan did, with Hugo's note under it · 2 Give the conversation back to Hugo
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Read the conversation
Scroll up and read what the fan wrote. Hugo may have answered him in the same turn that he escalated.Then decide: may Hugo carry on, or should a person answer?
On the banner, click Resolve & resume Hugo.A message reads “Resolved — Hugo has it again”. The chip changes to Hugo.
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Check Hugo's answer
If the fan’s newest message has no answer, Hugo answers it right away. Watch the conversation for his reply.
Resolve & resume Hugo lets Hugo answer the fan’s waiting message at once. Resolve only when Hugo may carry on. If you are not sure, answer the fan yourself.
For 48 hours after an escalation, Hugo does not escalate this conversation again for the same reason. This is true even after you resolve it. He handles that situation himself during that time.
Do this when a person must answer, for example a payment complaint.
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Reply to the fan
Click in the message box. Type your message. Then press Enter.The conversation becomes Manual in your name for 12 hours. The banner is replaced by “You’re in control” and the time left.
This message goes to the real fan. On OnlyFans, you can Unsend a message within 24 hours, but the fan may already have read it.
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Give the conversation back when you are done
At the top of the conversation, click Resume Hugo. If you do nothing, Hugo takes the conversation back when the 12 hours end.
The escalation was not resolved. Wait a moment. Then click Resolve & resume Hugo again.
The message says "Resolved", but the conversation is still Escalated
Another escalation is still open on this conversation. The banner now shows it. Read it, then resolve it too. Hugo gets the conversation back when the last one is resolved.
The banner has no Resolve & resume Hugo button
OnlyX could not load the escalation’s details. Open another conversation, then open this one again. If the button is still missing, answer the fan yourself and click Resume Hugo when you are done.
After I resolved, the conversation shows "Hugo will not answer this thread"
Something else stops Hugo for this creator, for example her Hugo switch is off. The conversation is Hugo’s, but nobody answers the fan. Fix the reason that the banner names, or answer the fan yourself. See “Hugo will not answer this thread”.
I don't get escalation alerts
Only owners and admins get them. Check that New escalation is on in Settings > Notifications. See Choose your notifications.
