Open the conversation in Inbox. Hugo answers only when the fan is waiting for a reply. If the last message is yours or Hugo’s, Hugo waits for the fan.
Anyone who works the inbox, chatters included, can give a conversation back to Hugo. Turning Hugo on for a creator, changing AI Rules and the creator’s setup need an owner or admin. Only owners and admins can open Billing.
Look at the chip on the conversation in the Master Inbox list. On a computer, the same chip is next to the fan’s name at the top of the conversation. Hugo answers only when the chip reads Hugo. If it reads Hugo, go to the next check.
Manual, with "You're in control" and a countdown
Someone on your team clicked Claim or replied to the fan. A reply by hand takes the conversation over for 12 hours, and Hugo stays out until then. This is the most common reason Hugo is quiet, and nothing is broken.To give the conversation back now, click Resume Hugo. You find it next to “You’re in control”, and at the top of the conversation. If the fan is waiting for a reply, Hugo answers him.
1 Time left in the hold · 2 Resume Hugo gives it back now
Manual, with no countdown
Hugo is off for this creator, so her conversations stay with your team. Resume Hugo cannot change that. An owner or admin turns Hugo on for the creator: see “Hugo is switched off for this creator” in the next check.After you turn Hugo on, OnlyX gives these conversations back to Hugo by itself, a short time later.
Escalated
Hugo handed the conversation to your team and said why. The reason is in an amber note next to the message box: “Hugo escalated this”, followed by the reason.When your team has dealt with it, click Resolve & resume Hugo in that note. See Handle an escalation.
Hugo off
Hugo is turned off for this one fan. At the top of the conversation, click the power button. Its tooltip reads Let Hugo handle this thread. See Keep Hugo out of one fan’s conversation.To see who turned Hugo off, open the fan panel and click Activity. Then click Team. The row “turned Hugo off for this fan” starts with the person’s name.If the row has no name, an AI Rule did it. Check the creator’s AI Rules tab to see which rule and why. When you turn Hugo back on for this fan, that rule leaves this conversation alone from then on. See AI Rules: automate what happens to a fan.
Check for the warning “Hugo will not answer this thread”
Does the chip read Hugo, and Hugo still does not answer? Look at the bottom of the conversation, next to the message box.An amber warning, “Hugo will not answer this thread”, means that something stops Hugo for this fan. It names the cause. It also has one button, Open setup or Open billing, for the first cause it can fix.
1 The warning and its causes · 2 The button that takes you to the fix
If you do not see the causes, click the warning to unfold it. If it lists more than one cause, fix each of them. Open the creator’s page from Creators, and Billing from the menu. Find each cause in this list:
Hugo is switched off for this creator
The creator’s Hugo switch is off, so nothing is sent for her automatically. An owner or admin turns it on:
In the warning, click Open setup. The creator’s Overview opens.
At the top of the Hugo card, turn on the switch. The heading changes to “Hugo is answering”, or to “Hugo is on, and held back” while setup steps are left.
You can also use the Hugo switch on her card on the Creators page. Chatters cannot change this switch.
This creator's setup is unfinished
Hugo does not answer any fan of this creator until he has:
her age and a few lines of backstory, in AI Persona;
her hard limits, saved in AI Persona;
at least one fan synced from her account.
In the warning, click Open setup. The creator’s Overview shows the Hugo card and a numbered list of steps. Finish Write the persona and Set the hard limits. Let the fans sync has no button: fans arrive with the account sync.
1 Hugo's switch · 2 How many steps are ready · 3 A step that is not done yet
Map the content is on the same list, but it does not stop Hugo from answering. It is what lets him sell. If it is the only step left, Hugo answers fans, but he has nothing to offer them.The Hugo card still says “Hugo is on, and held back” until this step is done. See Turn Hugo on for a creator.
The OnlyFans account is disconnected
OnlyFans signed the creator out, or asks her to verify her account. While the account is down, nothing can be read or sent, by Hugo or by your team.An owner or admin reconnects it. Click Open setup, or open Creators and click the button on her card, for example Reconnect or Verify on OnlyFans. See Reconnect a signed-out creator.For a Telegram creator, the warning reads “The Telegram account is disconnected”. Reconnect her Telegram account from her page.
Billing has stopped Hugo selling
Your workspace’s billing is paused. This stops all of Hugo’s replies, for every creator, not only his sales. It happens when the grace period ends, or when your debt reaches the debt limit.An owner or admin fixes it:
In the warning, click Open billing. The Billing page opens. The chip at the top reads “AI paused”, and the status card reads “Hugo is paused”.
Add credits. If your balance went below zero less than 7 days ago, Hugo starts again once you owe less than $500, at the next check, within 5 minutes. After 7 days, only paying everything you owe starts him again, even if the status card names a smaller amount. When your balance is back to zero or more, he starts as soon as the credit lands.
1 The billing status chip · 2 The status card says why Hugo is paused
In the conversation, this cause means OnlyX paused Hugo for this creator. There is nothing to fix in the app, and the warning has no button for it. Hugo starts again when OnlyX clears the cause. If it lasts, email support@onlyx.ai with the creator’s name.
This fan is one of your own creators
This is on purpose. The fan is another creator on your roster who subscribes to this creator, so Hugo stays out of their conversation. Answer this fan yourself if you need to.
Messages that arrive while Hugo is stopped are not saved for later. After the fix, Hugo may pick up fans who are still waiting, if they wrote in the last 7 days. Answer urgent fans yourself.
The warning checks the causes when you open the conversation. After a fix, open the conversation again to see the new state.
Hugo does not always answer at once. Look at the end of the conversation:
What you see
What it means
”Replying in” and a count of seconds, or “Replying shortly”, next to the message box
Hugo waits a few seconds, so that the fan can finish typing.
A “Hugo is thinking” bubble
Hugo is writing his reply.
Hugo’s reply marked “in queue” or “sending”
The reply is written and waits to go out. The fan cannot see it yet. “sending” usually takes less than a minute, and can take longer when the account is busy.
Hugo’s reply marked “not delivered”
OnlyFans did not take the reply, or never confirmed it. The (i) next to it gives the reason. Check the conversation before you send it again.
If the fan writes again before a reply goes out, Hugo withdraws that reply and writes a newer one. You do not see withdrawn replies unless Show messages the fan never got is on, in Settings > Appearance. See Message delivery states: did the fan get it?.
Sometimes Hugo decides not to reply, or to reply later. To check:
Open the fan panel. On a wide screen it is next to the conversation. If you do not see it, click the panel button at the top of the conversation.
Click Activity. Then click Hugo.
Look for “chose to stay quiet” or “deferred a reply”. The row shows when Hugo decided this. The app does not show his reason.
Also look under the fan’s name in the fan panel. If it says “Hugo cannot write to him”, OnlyFans refuses messages to this fan, for example because his subscription ended. Hugo offers him nothing until a message reaches him, including a message that you send by hand.
For a Telegram creator, also check two more things:
The conversation shows “He may have blocked her” or “His Telegram account is gone”. Telegram does not report a blocked message, so Hugo’s replies may not reach this fan.
The creator answered from her own Telegram app. That also makes the conversation Manual for 12 hours. Click Resume Hugo to give it back.
