> ## 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.

# Why isn't Hugo replying?

> See why Hugo is not answering a fan, from the conversation, the creator's setup or billing, and fix it.

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

Most of the time, the conversation shows why Hugo is quiet. You can fix it in a few clicks.

## Before you start

* 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**.

Check these four things, in this order:

1. [Who has the conversation](#check-who-has-the-conversation)
2. [The warning "Hugo will not answer this thread"](#check-for-the-warning-hugo-will-not-answer-this-thread)
3. [Whether Hugo is already answering](#check-whether-hugo-is-already-answering)
4. [Whether Hugo decided to stay quiet](#check-whether-hugo-decided-to-stay-quiet)

## Check who has the conversation

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.

<AccordionGroup>
  <Accordion title={'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.

    <Frame caption="**1** Time left in the hold · **2** Resume Hugo gives it back now">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/PH8T4wc7ch4QjiGS/images/help/inbox/hugo-isnt-replying/hold-bar-light.png?fit=max&auto=format&n=PH8T4wc7ch4QjiGS&q=85&s=75ade80e1f913800834bf75e3da414b8" alt="A Manual conversation with the You're in control countdown above the message box and the Resume Hugo button beside it" width="1600" height="730" data-path="images/help/inbox/hugo-isnt-replying/hold-bar-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/PH8T4wc7ch4QjiGS/images/help/inbox/hugo-isnt-replying/hold-bar-dark.png?fit=max&auto=format&n=PH8T4wc7ch4QjiGS&q=85&s=a6d044acef6d4ae85d841b40f116c0bf" alt="A Manual conversation with the You're in control countdown above the message box and the Resume Hugo button beside it" width="1600" height="730" data-path="images/help/inbox/hugo-isnt-replying/hold-bar-dark.png" />
    </Frame>
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/inbox/handle-an-escalation).
  </Accordion>

  <Accordion title="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](/inbox/keep-hugo-out-of-a-chat).

    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](/hugo/ai-rules).
  </Accordion>
</AccordionGroup>

## 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.

<Frame caption="**1** The warning and its causes · **2** The button that takes you to the fix">
  <img className="block dark:hidden" src="https://mintcdn.com/onlyx/-OdGXx4TTCpw3fzi/images/help/inbox/hugo-isnt-replying/blocked-banner-light.png?fit=max&auto=format&n=-OdGXx4TTCpw3fzi&q=85&s=fffbff08e998d784df9741517178f7e4" alt="A yellow warning above the message box that says Hugo will not answer this thread, lists two causes and has an Open setup button" width="1600" height="595" data-path="images/help/inbox/hugo-isnt-replying/blocked-banner-light.png" />

  <img className="hidden dark:block" src="https://mintcdn.com/onlyx/-OdGXx4TTCpw3fzi/images/help/inbox/hugo-isnt-replying/blocked-banner-dark.png?fit=max&auto=format&n=-OdGXx4TTCpw3fzi&q=85&s=68b4f42fc71aada0aca00d546a52d556" alt="A yellow warning above the message box that says Hugo will not answer this thread, lists two causes and has an Open setup button" width="1600" height="595" data-path="images/help/inbox/hugo-isnt-replying/blocked-banner-dark.png" />
</Frame>

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:

<AccordionGroup>
  <Accordion title="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:

    1. In the warning, click **Open setup**. The creator's **Overview** opens.
    2. 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.
  </Accordion>

  <Accordion title="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.

    <Frame caption="**1** Hugo's switch · **2** How many steps are ready · **3** A step that is not done yet">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/PH8T4wc7ch4QjiGS/images/help/inbox/hugo-isnt-replying/setup-checklist-light.png?fit=max&auto=format&n=PH8T4wc7ch4QjiGS&q=85&s=2375b7d592bb7e430bd971d18999c0cc" alt="A creator's Overview with the Hugo switch, the 2 of 5 ready count and the setup steps, with Write the persona not done yet" width="1600" height="993" data-path="images/help/inbox/hugo-isnt-replying/setup-checklist-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/PH8T4wc7ch4QjiGS/images/help/inbox/hugo-isnt-replying/setup-checklist-dark.png?fit=max&auto=format&n=PH8T4wc7ch4QjiGS&q=85&s=600d1636cb7436a4743fd021506c68d9" alt="A creator's Overview with the Hugo switch, the 2 of 5 ready count and the setup steps, with Write the persona not done yet" width="1600" height="993" data-path="images/help/inbox/hugo-isnt-replying/setup-checklist-dark.png" />
    </Frame>

    **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](/getting-started/turn-hugo-on).
  </Accordion>

  <Accordion title="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](/connecting/reconnect-a-creator).

    For a Telegram creator, the warning reads "The Telegram account is disconnected". Reconnect her Telegram account from her page.
  </Accordion>

  <Accordion title="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:

    1. 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".
    2. 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.

    <Frame caption="**1** The billing status chip · **2** The status card says why Hugo is paused">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/-OdGXx4TTCpw3fzi/images/help/inbox/hugo-isnt-replying/billing-paused-light.png?fit=max&auto=format&n=-OdGXx4TTCpw3fzi&q=85&s=5b6b04dbd47337feb43ff08d784a2ee9" alt="The Billing page with the AI paused chip at the top and a red status card that says Hugo is paused and how much to add" width="1600" height="439" data-path="images/help/inbox/hugo-isnt-replying/billing-paused-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/-OdGXx4TTCpw3fzi/images/help/inbox/hugo-isnt-replying/billing-paused-dark.png?fit=max&auto=format&n=-OdGXx4TTCpw3fzi&q=85&s=ece62cfd2935c2b83493d0c10837516c" alt="The Billing page with the AI paused chip at the top and a red status card that says Hugo is paused and how much to add" width="1600" height="439" data-path="images/help/inbox/hugo-isnt-replying/billing-paused-dark.png" />
    </Frame>

    See [Low balance, grace period and "Hugo is paused"](/billing/low-balance-and-pause) and [Add credits with USDT or USDC](/billing/add-credits).
  </Accordion>

  <Accordion title="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](mailto:support@onlyx.ai) with the creator's name.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

<Note>
  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.
</Note>

The warning checks the causes when you open the conversation. After a fix, open the conversation again to see the new state.

## Check whether Hugo is already answering

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?](/inbox/delivery-states).

## Check whether Hugo decided to stay quiet

Sometimes Hugo decides not to reply, or to reply later. To check:

1. 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.
2. Click **Activity**. Then click **Hugo**.
3. 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.

## Telegram creators

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.

## If you still need help

Email [support@onlyx.ai](mailto:support@onlyx.ai). Include the creator's name, the fan's name and the exact words of any warning you see.

## What's next

<Columns cols={2}>
  <Card title="&#x22;Hugo will not answer this thread&#x22;" icon="triangle-alert" href="/inbox/hugo-will-not-answer" horizontal />

  <Card title="Turn Hugo on for a creator" icon="power" href="/getting-started/turn-hugo-on" horizontal />

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