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Owners, admins and chatters The amber banner “Hugo will not answer this thread” means that Hugo owns the conversation, but something stops him from answering. The banner names the reason. This page shows how to fix each one.

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What the banner tells you

The banner shows at the bottom of a conversation with the Hugo chip. It replaces the usual line “Hugo owns this thread. Replying takes it over for 12 hours.”
  • Each reason has its own line, with what fixes it underneath.
  • The button on the banner takes you to the fix: Open setup opens the creator’s page, and Open billing opens Billing.
  • The last line reads “Messages from this fan go unanswered until this is fixed — nothing is queued for later.”
A conversation with the amber banner Hugo will not answer this thread, its reasons with a hint under each, and the Open setup buttonA conversation with the amber banner Hugo will not answer this thread, its reasons with a hint under each, and the Open setup button

1 Why Hugo does not answer, and what fixes it · 2 The button that takes you to the fix

To fold the banner to one line, click its heading. Click it again to open it. OnlyX remembers your choice in this browser, for every conversation.
Until you fix the reason, nobody answers this fan. Hugo does not save his messages to answer later. Answer anything urgent yourself.
You can reply by hand while the banner shows, unless the account is disconnected. Replying takes the conversation over for 12 hours, like any reply. See Take over a conversation and give it back.

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Fix the reason

Open the reason that the banner shows. If the banner shows several reasons, fix each one. Most reasons are fixed in the Hugo card on the creator’s Overview. Open setup takes you there.
The Hugo card on a creator's Overview, with the Hugo switch off, 2 of 5 ready, and the Write the persona step not doneThe Hugo card on a creator's Overview, with the Hugo switch off, 2 of 5 ready, and the Write the persona step not done

1 The Hugo switch · 2 How many setup steps are done · 3 A step that is not done yet

The creator’s Hugo switch is off, so Hugo answers none of her fans.An owner or admin can turn it on. Click Open setup. On the creator’s Overview, turn on the switch in the Hugo card.You can also use the Hugo switch on her card on the Creators page. Chatters: ask an owner or admin. See Turn Hugo on for a creator.
Hugo needs an age, a few lines of backstory, hard limits, and at least one synced fan before he answers.Click Open setup. On the creator’s Overview, the Hugo card shows which steps are not done: Write the persona, Set the hard limits or Let the fans sync. The first two have a button to the AI Persona tab.Let the fans sync has no button: fans arrive with the account sync, so check that her account is connected. See Get a creator ready for Hugo.The step Map the content is not needed for Hugo to answer. It is what lets him sell: he sells only what you map in AI Content.
OnlyFans signed the creator out, or her account lost its connection. While it is down, nothing can be read or sent, by Hugo or by your team.Click Open setup and reconnect the account. See Connection statuses explained. A Telegram creator shows “The Telegram account is disconnected” instead.
The workspace’s billing is suspended. Its balance has been below zero for more than 7 days, or it owes more than the $500 debt limit. The reason says “selling”, but Hugo stops answering every fan in the workspace, not only selling. Your team can still answer by hand.An owner or admin clicks Open billing and adds credits. Others: ask an owner or admin. See Low balance, grace period and “Hugo is paused”.
OnlyX paused Hugo for this creator by itself. The banner may show a short reason. There is no button: Hugo starts again when OnlyX clears the cause.If it lasts, email support@onlyx.ai with the creator’s name and the reason that the banner shows.
The fan’s account is another creator on your roster, and the two are subscribed to each other. Hugo stays out on purpose, because your own pages would only sell to each other. Answer by hand if you need to.
Hugo has nothing written for this platform yet, so he stays quiet. Email support@onlyx.ai with the creator’s name.

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After you fix it

Open the conversation again. The banner does not update by itself. When the reason is gone, the line at the bottom reads “Hugo owns this thread. Replying takes it over for 12 hours.” Then check the fans who wrote while Hugo was stopped. If a fan wrote in the last 7 days and has no answer yet, Hugo may still answer him. This can take a few minutes. Answer older or urgent messages yourself.

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No banner, and Hugo still does not answer

The banner shows only on conversations with the Hugo chip. If the chip reads Manual, Escalated or Hugo off, a person has the conversation. See Conversation states: Hugo, Manual, Escalated and Hugo off. For every other cause, see Why isn’t Hugo replying?.

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What’s next

Get a creator ready for Hugo

Connection statuses explained

Low balance, grace period and "Hugo is paused"