SleekView Kanban for SnapEngage Live Chat
SleekView Kanban groups SnapEngage conversations into Active, Pending, Resolved, and Archived columns so agents update conversation state by dragging a card across the board instead of opening every transcript to flip a status select inside the chat detail panel.
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SnapEngage transcripts on a kanban board
SnapEngage tracks each chat as a transcript record with a status, an assigned agent, a visitor identifier, and the message history. The default SnapEngage admin presents transcripts as a chronological list, which is fine for reading past chats but offers no live triage view when chats are still in flight and the team needs to see queue load at a glance.
SleekView Kanban reads the SnapEngage transcripts table the plugin syncs into WordPress and groups rows by status. Active sits on the left, Pending in the middle, Resolved on the right, and Archived parks separately. Cards show visitor name, last message preview, assigned agent, and wait time, which is exactly what an agent needs to triage without opening the transcript.
Drag a card to a new column and SleekView writes the status back to the transcript row. Pending chats waiting on internal answers stay distinct from Active chats with a customer typing on the other end. Resolved becomes a clear receipt of the day's work. The native SnapEngage panel still works for replying inside chats; the kanban board adds a board level view of state.
Workflow
SnapEngage transcripts as a board
Connect the transcripts table
Pick the status column
Choose what shows on each card
Enable drag and drop
Sample board
Sample SnapEngage transcripts board
Comparison
SnapEngage default list vs SleekView Kanban
Default SnapEngage transcript list
- Default SnapEngage list shows transcripts chronologically without status columns
- Changing transcript status means opening the chat and using the side panel select
- Pending chats are not visually distinct from Active ones in the standard list
- Bulk archive of older chats is one transcript at a time in the admin view
- Live queue health across status values is not summarised on a single screen
SleekView Kanban
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Drag a SnapEngage chat from
ActivetoPendingin one motion - Column counts make Pending backlogs obvious without filtering anything
- Cards expose visitor, agent, last message, and wait time at a glance
- Filter the board by agent so each operator sees only their own four columns
- Bulk archive old chats with a multi select drag instead of opening each one
Features
What SleekView Kanban gives you for SnapEngage
Drag updates SnapEngage status
Moving a card writes the new status to the SnapEngage transcript record. The chat detail panel and any admin report reading those fields reflect the new value immediately, so the board and the underlying SnapEngage view never drift apart for long after a drop.
Wait time per card
Every card shows the minutes since the last reply on the chat. Stale Pending threads float to the top of their column visually, and agents can pick the oldest one to follow up rather than reacting to whatever chat just buzzed most recently in the live panel.
Per agent lanes
Switch the board into per agent mode and each operator sees only their own Active, Pending, Resolved, and Archived columns. Supervisors keep the full view to spot a lopsided workload and drag transcripts across lanes to rebalance during a busy shift.
Audience
Where a SnapEngage kanban changes the day
Support triage
A support team handles SnapEngage chats from the homepage and the docs site. The board shows Active and Pending separately so agents know which chats need a reply now and which are waiting on customers, instead of guessing from a flat list.
Sales chat coverage
Sales operators take chats from pricing pages. They drag warm chats to Pending while waiting on a decision and to Resolved when the deal lands. The board doubles as a tiny pipeline without spinning up a separate CRM tab during the shift.
Archive housekeeping
At month end a supervisor multi selects old Resolved chats and drags them into Archived in one move. The working columns stay focused on current work, while the transcripts remain searchable and intact in the underlying SnapEngage database.
The bigger picture
Why states deserve their own columns
Live chat conversations move through clear states. They start Active, often pause as Pending while waiting on a customer or an internal answer, become Resolved when the work is done, and eventually slip into Archived. SnapEngage already records that state on every transcript, but the default list does not make it the structural axis of the screen.
A kanban board does. Each state becomes a column, each transcript becomes a card, and the cost of changing a state collapses to a single drag gesture. The team also wins a shared view of queue health.
Active fills with what is happening now. Pending exposes what is blocked on someone else. Resolved counts up as the day progresses.
If Pending grows faster than Resolved, the team is blocked on external answers. If Active grows faster than Resolved, traffic is outpacing capacity. Those patterns become visible without anyone clicking into a report.
The cherry on top is multi select drag. Spam waves and end of shift cleanup turn into single sweeps rather than tedious row by row clicks in the SnapEngage admin, and the working columns stay tight even on the busiest days.
Questions
Common questions about SleekView Kanban for SnapEngage
Yes. Every drag writes the new status to the underlying SnapEngage transcript record. The chat detail panel, any admin report, and any custom dashboard reading those fields all reflect the new value as soon as they read the row. There is no separate sync step.
SleekView reads the distinct values present in the transcript status column. Standard installs expose Active, Pending, Resolved, and Archived. If you add or rename a status, the new value shows up as its own column automatically and any column can be hidden from the working board.
Yes. The Kanban view filters on any column on the transcript row. Per agent mode is common for daily work, but you can also filter by widget source, page URL, or visitor segment, which is helpful when SnapEngage runs on multiple surfaces from the same account.
The Archived column paginates, so only a window of records loads at a time. Active, Pending, and Resolved stay responsive even when Archived holds years of transcripts. You can also hide Archived from the working board entirely so it never competes for attention.
Drags are optimistic and verified by the next refresh. If two agents move the same card within one refresh window, a soft conflict warning surfaces so the second agent can confirm or revert. The transcript status never silently lands in the wrong column without notice.
Yes. Any text or enum column on the transcript record can act as the kanban grouping. Teams often add Priority, Topic, or Lead Stage and group on that. The drag and drop writeback continues to work regardless of which column drives the current board layout.
No. Routing and bot rules continue to assign and update transcripts as configured. The kanban board reads the resulting status and lets agents move cards manually. Manual and automated writes both target the same column, so whichever runs last takes effect on the record.
Yes. Visitor handle, last message preview, assigned agent, wait time, and any custom field can sit on the card front. Agents decide which chat to pick up next from the board itself, which keeps the queue moving even during a sudden traffic spike on a campaign page.
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