In OnlyX, click Inbox. Then click the fan’s conversation in the Master Inbox.The conversation opens.
2
Find the power button
At the top of the conversation, next to Claim, point at the power button.Its tooltip reads Keep Hugo out of this thread.
The ringed power button, next to Claim, and the state chip that changes to Hugo off
3
Turn Hugo off
Click the power button.The chip next to the fan’s name changes to Hugo off, and the power icon is now crossed out. In the fan panel, the tag reads “Hugo off for this fan”.
Ringed: the Hugo off chip · 1 The same button turns Hugo back on · 2 The fan panel tag
The power button does not ask you to confirm. One click turns Hugo off for this fan, so check the chip after you click.
The fan’s messages still arrive and mark the conversation unread. Your team answers him.
When you reply, the conversation stays Hugo off.
A reply from Hugo that shows “in queue” does not go out. A reply that already shows “sending” can still reach the fan.
Follow-ups that Hugo had planned for this fan wait. They can still go out if Hugo is turned back on before they expire. To cancel one, follow See and cancel Hugo’s scheduled follow-ups.
To find every fan with Hugo off, click the Hugo off chip at the top of the list.
Owners and admins can do it without opening the conversation.
1
Open the row menu
In the Master Inbox, point at the fan’s row. Then click the menu button with three dots, at the end of the row.The row menu opens. On a phone, the menu button is always there.
2
Select Turn Hugo off
In the menu, select Turn Hugo off.The row’s chip changes to Hugo off.
Turn Hugo off in the row menu
The menu shows Turn Hugo off only when no person holds the conversation. On a Manual or Escalated conversation, use the power button instead.
Click the power button at the top of the conversation again. Its tooltip now reads Let Hugo handle this thread. Owners and admins can also select Turn Hugo on in the row menu.The chip changes back to Hugo. If the fan’s newest message has no answer, Hugo answers it right away, however old it is. If Hugo is off for the whole creator, the conversation becomes Manual instead, and your team keeps it.
Do not click Claim on a Hugo off conversation. It becomes Manual for 12 hours. After that, Hugo takes it back. To answer the fan, reply instead.
AI Rules can turn Hugo off for a fan by themselves, with the action Turn Hugo off for this fan. For example, the rule templates Don’t message other creators, Whales talk to a human and Muted fans go to a human do this. See AI Rules: automate what happens to a fan.If a person turns Hugo back on for a fan, that rule leaves the fan alone after that.Mute fan alone does not keep Hugo out. It matters only when an AI Rule uses it, such as Muted fans go to a human.
Click the power button again. Its tooltip reads Let Hugo handle this thread. Hugo gets the conversation back and answers the fan’s newest message if it has no answer.
I don't see Turn Hugo off in the row menu
Chatters do not have it in the row menu. It is also hidden while a person holds the conversation, on Manual and Escalated rows. Open the conversation and use the power button at the top.
A message says "Could not turn Hugo off"
The change did not save, and the row went back to how it was. Try again, or open the conversation and use the power button.
Nothing changes when I click the power button
The power button shows no message when the change fails. Reload the page, then try again.
Hugo started answering a Hugo off fan again
One of these happened:
someone clicked Claim on the conversation;
someone turned Hugo back on for the fan;
an AI Rule with the action Turn Hugo on for this fan turned him back on. The fan’s Activity tab shows which, for example “turned Hugo back on for this fan”.
Hugo off appeared on a conversation that nobody touched
An AI Rule turned Hugo off for this fan. The fan’s Activity tab shows it as “turned Hugo off for this fan”. To change what the rule does, see AI Rules: automate what happens to a fan.
