> ## 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.

# Keep Hugo out of one fan's conversation

> Turn Hugo off for one fan, so only your team answers him, and turn Hugo back on when you are ready.

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

When you turn Hugo off for one fan, only your team answers him. Hugo keeps answering the creator's other fans.

## Before you start

* You need an owner, admin or chatter account in OnlyX.
* Everyone can use the power button at the top of a conversation. Only owners and admins also have **Turn Hugo off** in the row menu of the list.

## When to use it

Turn Hugo off for a fan who should always get a person, for example:

* a big spender whom your team answers personally;
* a fan in a sensitive situation;
* another creator who subscribed to your creator.

To stop Hugo for every fan of a creator, use the creator's own **Hugo** switch instead. See [Turn Hugo on for a creator](/getting-started/turn-hugo-on).

## Turn Hugo off for one fan

<Steps>
  <Step title="Open the conversation">
    In OnlyX, click **Inbox**. Then click the fan's conversation in the **Master Inbox**.

    The conversation opens.
  </Step>

  <Step title="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**.

    <Frame caption="The ringed power button, next to **Claim**, and the state chip that changes to Hugo off">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/keep-hugo-out-of-a-chat/power-button-light.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=e17dc520c3aca138661e7b7ec0f0bad2" alt="The top of a Hugo conversation, with the power button next to Claim and the Hugo chip next to the fan's name" width="1440" height="242" data-path="images/help/inbox/keep-hugo-out-of-a-chat/power-button-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/keep-hugo-out-of-a-chat/power-button-dark.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=72dc4f60c7614915e16ee24b45fb6b0c" alt="The top of a Hugo conversation, with the power button next to Claim and the Hugo chip next to the fan's name" width="1440" height="242" data-path="images/help/inbox/keep-hugo-out-of-a-chat/power-button-dark.png" />
    </Frame>
  </Step>

  <Step title="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".

    <Frame caption="Ringed: the **Hugo off** chip · **1** The same button turns Hugo back on · **2** The fan panel tag">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/keep-hugo-out-of-a-chat/hugo-off-light.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=3f7fbc3e232a6b9f9af583dd5d3369df" alt="A conversation with Hugo off: the Hugo off chip, the crossed-out power button and the fan panel tag Hugo off for this fan" width="1600" height="1089" data-path="images/help/inbox/keep-hugo-out-of-a-chat/hugo-off-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/keep-hugo-out-of-a-chat/hugo-off-dark.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=d339c79ca7eb5325e4bb3a73379776c5" alt="A conversation with Hugo off: the Hugo off chip, the crossed-out power button and the fan panel tag Hugo off for this fan" width="1600" height="1089" data-path="images/help/inbox/keep-hugo-out-of-a-chat/hugo-off-dark.png" />
    </Frame>
  </Step>
</Steps>

<Note>
  The power button does not ask you to confirm. One click turns Hugo off for this fan, so check the chip after you click.
</Note>

## What happens while Hugo is off

* Hugo never answers this fan, with no time limit.
* 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](/inbox/scheduled-follow-ups).

To find every fan with Hugo off, click the **Hugo off** chip at the top of the list.

## Turn Hugo off from the list

Owners and admins can do it without opening the conversation.

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

  <Step title="Select Turn Hugo off">
    In the menu, select **Turn Hugo off**.

    The row's chip changes to **Hugo off**.

    <Frame caption="**Turn Hugo off** in the row menu">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/keep-hugo-out-of-a-chat/row-menu-light.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=f035e69e8af6d3577375b3b8a68ac278" alt="The row menu of a conversation in the Master Inbox, open, with Turn Hugo off marked" width="1440" height="704" data-path="images/help/inbox/keep-hugo-out-of-a-chat/row-menu-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/keep-hugo-out-of-a-chat/row-menu-dark.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=84f0c9c092e0e9c76adb1f15b4d3397a" alt="The row menu of a conversation in the Master Inbox, open, with Turn Hugo off marked" width="1440" height="704" data-path="images/help/inbox/keep-hugo-out-of-a-chat/row-menu-dark.png" />
    </Frame>
  </Step>
</Steps>

The menu shows **Turn Hugo off** only when no person holds the conversation. On a **Manual** or **Escalated** conversation, use the power button instead.

## Turn Hugo back on

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.

<Note>
  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.
</Note>

## Let AI Rules turn Hugo off

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](/hugo/ai-rules).

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**.

## If something goes wrong

<AccordionGroup>
  <Accordion title="I turned Hugo off by mistake">
    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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="A message says &#x22;Could not turn Hugo off&#x22;">
    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.
  </Accordion>

  <Accordion title="Nothing changes when I click the power button">
    The power button shows no message when the change fails. Reload the page, then try again.
  </Accordion>

  <Accordion title="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".

    Turn Hugo off again with the power button. If a rule did it, change the rule. See [AI Rules: automate what happens to a fan](/hugo/ai-rules).
  </Accordion>

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

## What's next

<Columns cols={2}>
  <Card title="Conversation states: Hugo, Manual, Escalated and Hugo off" icon="messages-square" href="/inbox/conversation-states" horizontal />

  <Card title="AI Rules: automate what happens to a fan" icon="workflow" href="/hugo/ai-rules" horizontal />

  <Card title="The fan panel: know the fan before you reply" icon="user-round" href="/inbox/fan-panel" horizontal />
</Columns>