What is the difference between Lift block and Remove?

Lift block switches the block off and keeps its record, so Block again in the same menu turns it back on. Remove deletes the record as well as lifting the block. It can't be undone.

Does unblocking on one agent unblock the address everywhere?

No. A block belongs to one agent. Lift or remove the block on each agent the visitor should reach again. Blocks on other agents stay.

Do I need to unblock an address when its block expires?

No. An expired block no longer applies. Its row shows the status Expired and stays in the list as a record.

Unblock an IP address

Go to Security > IP access, select the address in Blocked IPs, then select Lift block in the agent's row menu. Status changes to Allowed and the visitor can chat again from their next message. Remove deletes the block record as well.

Before you start

Use this guide when a block was a mistake, or when a visitor should be let back in before the block expires. To block an address, see Block an IP address.

The IP access screens are part of the Webscale AI console. The AI Shopping Assistant app from the Shopify App Store doesn’t include them.

Steps

Unblock an IP address

Go to Security > IP access and select the address's row in Blocked IPs.
On the agent's row, open the row menu.
Select Lift block. Status changes to Allowed and the visitor can chat again from their next message.

Go to Security > IP access. The Blocked IPs tab opens.
Select the address’s row. Use Search IP address… to find it in a long list.
On the row of the agent the visitor uses, open the row menu.
Select Lift block. The block switches off straight away, with no confirmation. You can also switch off the toggle in the Status column.

To turn the block back on, select Block again in the same menu.

Remove a block for good

Remove a block

To delete the record as well, select Remove in the row menu.
Select OK in the Remove block dialog. This can't be undone. Blocks on other agents stay.

To delete the block record as well as lifting it, select Remove in the row menu, then select OK in the Remove block dialog. This can’t be undone. Blocks on the other agents are unaffected.

Check that it worked

On the address’s page, Status shows Allowed on the agent. The header reads Blocked on with one fewer agent. After Remove, the agent’s row is gone.

The visitor can chat again from their next message. There is nothing to publish.

Troubleshooting

Problem	Fix
Lift block isn’t in the row menu	The block has already expired. Its Status shows Expired and it no longer applies
The visitor is still blocked	Check every row for the agent the visitor uses. A workflow’s Suspend block on the same agent shows as its own row with Source set to Workflow. Lift that row too
The visitor is blocked on a different agent	Blocks belong to one agent each. Open the address’s page and lift the block on that agent as well

Frequently asked questions

What is the difference between Lift block and Remove?: Lift block switches the block off and keeps its record, so Block again in the same menu turns it back on. Remove deletes the record as well as lifting the block. It can't be undone.
Does unblocking on one agent unblock the address everywhere?: No. A block belongs to one agent. Lift or remove the block on each agent the visitor should reach again. Blocks on other agents stay.
Do I need to unblock an address when its block expires?: No. An expired block no longer applies. Its row shows the status Expired and stays in the list as a record.