In OnlyX, click Inbox. Then click the fan’s conversation in the Master Inbox.The conversation opens. If Hugo is answering this fan, the chip next to the fan’s name reads Hugo. At the bottom of the conversation, a line reads “Hugo owns this thread. Replying takes it over for 12 hours.”
1Claim takes the conversation · 2 The line that says Hugo owns it
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Claim the conversation
At the top of the conversation, click Claim.The chip changes to Manual, and Claim changes to Resume Hugo. At the bottom of the conversation, a bar reads “You’re in control” with the time left, for example 11:59:59. Hugo does not answer this fan while the bar shows.
1 The time left before Hugo takes the conversation back · 2Resume Hugo gives it back now
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Answer the fan
Click in the message box. Type your message. Then press Enter.Your message appears at the end of the conversation.
This message goes to the real fan. On OnlyFans, you can Unsend a message within 24 hours, but the fan may already have read it.
You do not have to click Claim first. A message that you send in a conversation that shows Hugo or Escalated takes it over, the same as Claim:
the conversation becomes Manual, in your name;
Hugo stays out for 12 hours, or until someone clicks Resume Hugo;
the check-ins and follow-ups that Hugo had planned for this fan are cancelled.
The 12 hours start when you take over. Your later messages do not restart the clock. So a long conversation can go back to Hugo while you are still in it. There is no button that adds more time.
At the top of the conversation, click Resume Hugo. You can also click Resume Hugo on the “You’re in control” bar.The chip changes to Hugo, and the countdown disappears. Then one of these happens:
If the fan’s newest message has no answer yet, Hugo answers it, however old it is. You may see “Replying shortly”, then a “Hugo is thinking” bubble.
If the newest message in the conversation is yours, Hugo waits until the fan writes again.
If Hugo is off for the creator, the conversation stays Manual, with no countdown. Your team keeps it.
When the countdown reaches 0:00:00, the conversation goes back to Hugo by itself, a few seconds later. Hugo then answers the fan’s newest message if it is still waiting for an answer. If Hugo is off for the creator, the conversation stays with your team.
Everyone who opens a held conversation sees “You’re in control”, whoever holds it. To see who holds it, look at the tag at the top of the fan panel. It names the person, for example “Mateo Silva has it”.The fan’s Activity tab lists every change, for example “took the chat over”, “handed the chat back to Hugo” and “Hold ran out — Hugo took the chat back”.
The conversation is already Manual: you or someone on your team holds it, so Resume Hugo shows instead. You can still reply, but the hold stays with the person who has it.On a phone, Claim and Resume Hugo show only their icons: a hand for Claim and sparkles for Resume Hugo. The chip next to the fan’s name is hidden too, so read the bar at the bottom of the conversation.
Nothing changes when I click Claim or Resume Hugo
These buttons show no message, even when the change fails. Reload the page. Then open the conversation and try again.
Hugo does not answer after I clicked Resume Hugo
Hugo answers only when the fan’s newest message has no answer. If your message is the newest one, Hugo waits for the fan.If the chip still reads Manual, Hugo is off for the creator. Ask an owner or admin to turn him on for her. If the conversation shows “Hugo will not answer this thread”, see “Hugo will not answer this thread”.
The conversation went back to Hugo while I was still answering
The 12 hours count from the moment you took over, not from your latest message. To keep answering, click Claim again. A new 12-hour hold starts.
Hugo sent a follow-up soon after I gave the conversation back
Claim alone does not cancel the follow-ups that Hugo had planned. They wait while you hold the conversation, and can go out after it goes back to Hugo. A message that you send cancels them. To cancel one without writing, follow See and cancel Hugo’s scheduled follow-ups.
