> ## 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.

# Take over a conversation and give it back

> Answer a fan yourself, then give the conversation back to Hugo when you are done.

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

When you take over a conversation, Hugo stops answering that fan for 12 hours, or until you give it back.

## Before you start

* You need an owner, admin or chatter account in OnlyX.
* A chatter sees only the conversations of the creators assigned to them.

## Take over a conversation

<Steps>
  <Step title="Open the conversation">
    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."

    <Frame caption="**1** **Claim** takes the conversation · **2** The line that says Hugo owns it">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/take-over-and-resume-hugo/claim-button-light.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=b2714fd5136de16489b1e034ddbd06a5" alt="A conversation that Hugo owns, with the Claim button at the top and the line saying that replying takes it over for 12 hours" width="1440" height="1284" data-path="images/help/inbox/take-over-and-resume-hugo/claim-button-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/take-over-and-resume-hugo/claim-button-dark.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=d232bbc279489eb363345b647524e3c6" alt="A conversation that Hugo owns, with the Claim button at the top and the line saying that replying takes it over for 12 hours" width="1440" height="1284" data-path="images/help/inbox/take-over-and-resume-hugo/claim-button-dark.png" />
    </Frame>
  </Step>

  <Step title="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.

    <Frame caption="**1** The time left before Hugo takes the conversation back · **2** **Resume Hugo** gives it back now">
      <img className="block dark:hidden" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/take-over-and-resume-hugo/hold-bar-light.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=d347b43a52dd838aa975c30996a5204e" alt="A Manual conversation with the You're in control bar and its countdown, and Resume Hugo at the top of the conversation" width="1440" height="1260" data-path="images/help/inbox/take-over-and-resume-hugo/hold-bar-light.png" />

      <img className="hidden dark:block" src="https://mintcdn.com/onlyx/A_JNh5CMtmyRxyYK/images/help/inbox/take-over-and-resume-hugo/hold-bar-dark.png?fit=max&auto=format&n=A_JNh5CMtmyRxyYK&q=85&s=701ddf761dd8ebd3511920f097138a72" alt="A Manual conversation with the You're in control bar and its countdown, and Resume Hugo at the top of the conversation" width="1440" height="1260" data-path="images/help/inbox/take-over-and-resume-hugo/hold-bar-dark.png" />
    </Frame>
  </Step>

  <Step title="Answer the fan">
    Click in the message box. Type your message. Then press <kbd>Enter</kbd>.

    Your message appears at the end of the conversation.

    <Warning>
      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.
    </Warning>
  </Step>
</Steps>

## Take over by replying

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.

## Give the conversation back to Hugo

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.

## If you do nothing

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.

## See who has the conversation

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".

## If something goes wrong

<AccordionGroup>
  <Accordion title="I don't see Claim">
    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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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"](/inbox/hugo-will-not-answer).
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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](/inbox/scheduled-follow-ups).
  </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="Handle an escalation" icon="triangle-alert" href="/inbox/handle-an-escalation" horizontal />

  <Card title="Keep Hugo out of one fan's conversation" icon="power-off" href="/inbox/keep-hugo-out-of-a-chat" horizontal />
</Columns>