> ## 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.

# Handle an escalation

> Read why Hugo escalated a conversation, then give it back to Hugo or answer the fan yourself.

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

When 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.

## Before you start

* 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](/account/notifications).

## Why Hugo escalates

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/escalation-policy).

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.

## Find escalations

* 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.

<Frame caption="**1** The Escalations card, when no conversation is open · **2** The Escalated chip at the top of the list">
  <img className="block dark:hidden" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/handle-an-escalation/find-escalations-light.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=c96b0632af7294b139beb2c0be9e066f" alt="The Inbox with no conversation open: the Escalations card with its count, and the Escalated chip in the list controls" width="1600" height="824" data-path="images/help/inbox/handle-an-escalation/find-escalations-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/handle-an-escalation/find-escalations-dark.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=a14420aa7a70bad4797b4a927b363c00" alt="The Inbox with no conversation open: the Escalations card with its count, and the Escalated chip in the list controls" width="1600" height="824" data-path="images/help/inbox/handle-an-escalation/find-escalations-dark.png" />
</Frame>

## Read the escalation

<Steps>
  <Step title="Open the escalated conversation">
    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".
  </Step>

  <Step title="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".

    <Frame caption="**1** What the fan did, with Hugo's note under it · **2** Give the conversation back to Hugo">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/handle-an-escalation/escalation-banner-light.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=31a6a25c14a581ad27fb8db920b326b0" alt="An escalated conversation: the banner reads Hugo escalated this: charged twice, with Hugo's note under it and the Resolve & resume Hugo button" width="1440" height="1328" data-path="images/help/inbox/handle-an-escalation/escalation-banner-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/handle-an-escalation/escalation-banner-dark.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=0654eb7d24fb6cb1238018a8e1416ae0" alt="An escalated conversation: the banner reads Hugo escalated this: charged twice, with Hugo's note under it and the Resolve & resume Hugo button" width="1440" height="1328" data-path="images/help/inbox/handle-an-escalation/escalation-banner-dark.png" />
    </Frame>
  </Step>

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

## Give the conversation back to Hugo

Do this when Hugo may carry on with the fan.

<Steps>
  <Step title="Resolve the escalation">
    On the banner, click **Resolve & resume Hugo**.

    A message reads "Resolved — Hugo has it again". The chip changes to **Hugo**.
  </Step>

  <Step title="Check Hugo's answer">
    If the fan's newest message has no answer, Hugo answers it right away. Watch the conversation for his reply.
  </Step>
</Steps>

<Warning>
  **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.
</Warning>

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.

## Answer the fan yourself

Do this when a person must answer, for example a payment complaint.

<Steps>
  <Step title="Reply to the fan">
    Click in the message box. Type your message. Then press <kbd>Enter</kbd>.

    The conversation becomes **Manual** in your name for 12 hours. The banner is replaced by "You're in control" and the time left.

    <Warning>
      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.
    </Warning>
  </Step>

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

You can also click **Claim** before you reply. It works the same way. See [Take over a conversation and give it back](/inbox/take-over-and-resume-hugo).

To keep Hugo away from this fan for good, turn Hugo off for him instead. See [Keep Hugo out of one fan's conversation](/inbox/keep-hugo-out-of-a-chat).

## If something goes wrong

<AccordionGroup>
  <Accordion title="A message says &#x22;Could not resolve this&#x22;">
    The escalation was not resolved. Wait a moment. Then click **Resolve & resume Hugo** again.
  </Accordion>

  <Accordion title="The message says &#x22;Resolved&#x22;, 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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="After I resolved, the conversation shows &#x22;Hugo will not answer this thread&#x22;">
    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"](/inbox/hugo-will-not-answer).
  </Accordion>

  <Accordion title="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](/account/notifications).
  </Accordion>
</AccordionGroup>

## What's next

<Columns cols={2}>
  <Card title="Escalation policy: choose what goes to your team" icon="shield-alert" href="/hugo/escalation-policy" horizontal />

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

  <Card title="Choose your notifications" icon="bell" href="/account/notifications" horizontal />
</Columns>