The block/unblock IP Address or Network feature enables administrators to control network access by blocking or unblocking specific IP addresses or networks.
Blocking an IP address prevents unauthorized access and interactions through the live chat widget, while unblocking restores access and the ability to initiate conversations when necessary.
This article explains the steps to effectively manage IP addresses and maintain secure access to your live chat interactions.

Blocking an IP Address or Network

To block an IP Address or network, follow the given steps:

1. Navigate to Admin > Chat > Security > IP Blocking.

2. Click the Block IP button to block a specific IP address or network.
   

   
   
   

3. In the Block IP dialog, select the type of IP address to block:

   • IPv4: To block an IPv4 address or network.
   • IPv6: To block an IPv6 address or network.

4. Enter the IP Address and optionally choose the Subnet Mask to block the IP network.

5. Add a Reason for blocking the IP address or network (optional).

6. Click Block to shut off the IP address or network, preventing the initiation of conversations through the live chat widget.
   

   
   
   

Examples:

Unblocking an IP Address or Network

To unblock an IP address or network, follow the given steps:

1. Navigate to Admin > Chat > Security > IP Blocking.

2. Click the Delete icon in the row to unblock the selected IP address or network.
   

   
   
   

3. Click the Yes, Delete button in the confirmation dialog.
   

   
   
   

Permission

For blocking or unblocking an IP address or network, an agent should have the Manage settings permission assigned to their role. Explore further instructions about Managing Roles and Permissions in BoldDesk.

Troubleshooting

A blocked user can still start a new chat

• Confirm the IP address used by the customer matches the blocked entry (customers may appear under a different public IP due to NAT, VPN, or proxies).
• If a subnet mask is intended, confirm the entry includes the correct Subnet Mask and base IP Address.
• Confirm the block entry still exists in Admin > Chat > Security > IP Blocking and was not deleted.

An allowed user cannot start a new chat after unblock

• Confirm the IP Blocking entry was deleted (unblocked) and the deletion was confirmed.
• If multiple entries exist, confirm there is no other block entry that still matches the user’s IP address/network.

I need to import/export blocked IP addresses

Import/export is not available for the IP Blocking list.

Frequently Asked Questions

1. Can I block multiple IP ranges at once?
   Yes. Add multiple entries under IP Blocking, each with its own IP address and optional subnet mask.

2. Does blocking an IP immediately disconnect existing chats?
   No. IP Blocking prevents new conversations from starting. Existing chats continue until closed.

3. Can I block private or internal IP addresses?
   Yes, but the block applies only if BoldDesk receives the request from that IP. Many environments use NAT, so BoldDesk may only see the public IP.

4. Can I export or import the blocked IP list?
   No. Import/export functionality is not available for the IP Blocking list.

5. Can I block IPv6 networks as well as IPv4 networks?
   Yes. The Block IP dialog supports IPv4 and IPv6, including single IPs and subnet-based network ranges.

6. What permission is required to manage IP Blocking?
   The role must include Manage Settings in the Admin module.

Related Articles

1. How to Set IP Restrictions in BoldDesk Portals
2. Managing Roles and Permissions in BoldDesk