Question 1

When a Workflow is completed will I be sent an email?

Accepted Answer

When a user completes a Workflow, by default all the Team members of the instance (who are added and manged via the Team section of MyMalcolm) will receive an email.

You can also configure other people to receive an email on a Workflow by Workflow basis.

To do this:

In MyMalcolm go to the Workflow section
Click Library and then click on the Workflow you wish to configure email alerts for
Then click "Configure" on the black horizontal navigation then "Email Answers" on the left hand vertical navigation
Click "add a new email address" to add a new recipient. This can be a fixed email address you enter or, if you collect an email address on your Workflow, you can choose for the email to be sent to the supplied email
Note that you can also make a recipient conditional - this is very useful if you only want an email to be sent to a particular address when certain criteria on a Workflow are met

Question 2

Can I change the sender and email address in the emails Malcolm! sends my customers?

Accepted Answer

Malcolm! can send emails to your customers/users in the following situations:

Workflow email answers where you have configured the email answer to be sent to the email address specified in the Workflow
Email this answer functionality on an FAQ
Sending the resume later Workflow link
Payment confirmation email

By default these emails come from the sender "Malcolm!" with the email address noreply@malcolm.app

To do this, goto Settings --> Instance --> Emails and toggle Custom email sending to be active. You can then supply your Mailgun or SendGrid credentials and specify your desired sender name and email address.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/3dFvKHsdpC/screenshot-my.malcolm.app-2022.01.02-18_57_32.png (Adding MailGun or SendGrid credentials in MyMalcolm)

You can also change the look and feel of these emails - please see this FAQ for further details.

Question 3

How does Password Protection of Content (FAQs or Workflows) work?

Accepted Answer

Malcolm! let's you password protect individual items of content (e.g. a particular FAQ or Workflow) and/or your Hosted Hub.

The best option for you will depend on how exactly you use and implement Malcolm!

Password Protection on Hosted Hub

You can add a "start of session" password to your Hosted Hub via the Visibility tab in the Settings section in MyMalcolm.

In this area you can add one or more passwords. For example you could add one password that all your users share, or you could give each user an individual password. You can supply a label/description next to the password in MyMalcolm to remind yourself who that password was created for. From the same area you can suspend or delete previously created passwords, as well as see when passwords were last used.

When a user visits any page on your Hosted Hub they create a web session. The first time they do this they will be asked for their password.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/f2uGLquUY3/Screenshot%202019-04-23%2010.55.25.png (Screenshot 2019-04-23 10.55.25 (2).png)

Password Protection on Individual Content Items

You can also add configure password protection on individual items of content like an FAQ or a Workflow. You do this via the Visibility tab in the Configure section of the individual FAQ or Workflow (which you access via the library in the respective FAQ or Workflow section of MyMalcolm).

The default setting for items of content is that they inherit the settings from the Hub. So if no password is set at a Hub level no password is required to view the content. If a password is set at a Hub level then a password will be required at the start of the user session. If you want to ensure that a password is always required before a particular FAQ or Workflow is accessed you should set it at this content level. Bear in mind however that if you also have a Hub password set and a user starts their session with a direct link to individual content that is password protected they will need to enter two passwords: one to get them into the Hub session and a further password to view the content.

You can also set an individual item of content to never require a password, even if the Hub has a password set. This can be useful if, for example, you want to put all your content behind a Hub password but want to create a Workflow that lets people request access. In this scenario you would create a Workflow for the purpose of requesting access, set it to never require a password then link to it from the text you can configure on the Hub password request screen. When requests come in you can review them and if you approve you can manually set up the user's password.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/I3VJyQJ4IZ/Screenshot%202019-04-23%2010.57.05.png (Screenshot 2019-04-23 10.57.05.png)

Also worth noting

If a user makes three failed password attempts they will not be able to attempt a further password within that session for 30 minutes.

Auth0

We also support managing user passwords via Auth0- see more details here and via Memberstack - see more details here.

Question 4

Can I change the reply-to email address of an email answer alert to be the person who completed the Workflow?

Accepted Answer

Email answers are automated emails sent by Malcolm! when a customer completes a Workflow. You can send these emails to members of your team, your suppliers, the customer or anyone else you'd like.

Sometimes it can be useful to set a reply-to address for these emails. This can be a fixed value or a value supplied by a customer when completing a Workflow (eg their email address)

To use this feature, when creating your email answer, toggle the custom email setting

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/qR57A24eot/Enabling%20the%20option%20to%20customise%20the%20email%20theme%2C%20sender%20and%20content%20in%20MyMalcolm.png (Enabling the option to customise the email theme, sender and content in MyMalcolm)

Then you'll see an option to either type a reply-to address or assign a field from the Workflow for this value.

Question 5

How can I use Stripe with Malcolm! to collect payment from my customers?

Accepted Answer

Malcolm! now integrates with Stripe. Stripe is a payment service provider that enables business owners to collect payment from their customers.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/UDbFKeLChy/stripe%402x.png (Stripe and Malcolm!)

With our Stripe integration you can create Workflows in Malcolm! that include fields for your customers to enter their card details and pay for things like products, services, memberships etc or perhaps make a donation towards something.

Here is how to set things up:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/aioqQzmd4C/screenshot-connect.stripe.com-2021.05.28-17_36_24.png (Connecting Stripe to Malcolm!)

Once you have linked your Stripe account you can create Workflows via the Workflow section as usual and place payment related elements onto those Workflows. Two particular elements to pay attention to are Currency and Payments

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/SlnkSg4slf/screenshot-my.malcolm.app-2021.05.28-18_08_18.png (Currency and Payment elements in MyMalcolm)

Payments is the element where your customer will provider their card details. You can configure the amount your customer is charged via the Payment element settings, or you can optionally ask the customer to enter their own amount via the Currency field - this can be useful in scenarios like donations or account payments where you may wish to offer the customer the choice of the amount to pay.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/tJtuV3NgUY/screenshot-my.malcolm.app-2021.05.28-18_12_35.png (Settings for the Payment element in MyMalcolm)

If you also collect your customers email (and Name) in the Workflow you can optionally use that information to send them a payment confirmation email. You can configre and customise this via the Payment element settings.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/sZjKbFViLz/screenshot-my.malcolm.app-2021.05.28-18_11_48.png (Configuring payment confirmation emails in MyMalcolm)

You can place the Payment element on any page of your Workflow, but the actual payment transaction will not be attempted until the final submit of your Workflow. If there is a problem with the payment details your customer will be returned to the page with Payment element on it and given a chance to update their details and proceed back through the Workflow.

You can see a video walkthrough below.

And there you have it! Taking payments via Stripe is a really powerful and quick to implement feature of Malcolm! Workflows. Taking payments will also work when the Workflow is surfaced via our embeds, widgets and overlays too! If you have questions or need a hand setting things up just contact us and we'll be happy to help.

Question 6

How do I create a Frequently Asked Question (FAQ)?

Accepted Answer

Within MyMalcolm go the FAQ Section and click "Create a FAQ" towards to the top right of the screen.

This will bring up the "compose your question and answer" dialogue. Here you can input the question, an optional brief summary answer (used in search and browse results) and your full answer. For tips on how to write a good FAQ click here.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/FrnZFuskaf/screenshot-my.malcolm.app-2019.07.29-21_44_58.png (Compose FAQ in MyMalcolm)

When composing your FAQ you can use the formating controls in the "full answer" box or directly enter Markdown. Markdown is a great way of quickly adding formatting to textual content. If you've not used it before it can take a minute or two to get used to it but it's very fast to work with once you have got the hang of it. You can click the "Need help with Markdown?" button bottom left anytime for a quick reference Markdown guide.

You can see what your FAQ will look like to your users by pressing the "Preview" button top right. When you have written your content press "Next: Configure" to move onto the configuration options for your FAQ.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/vDpsP666Gj/screenshot-my.malcolm.app-2019.07.29-22_20_03.png (Configure FAQ in MyMalcolm)

In this area you can control various things about your FAQ such as whether an author is shown, what the URL is, your choice of tags, whether the feedback form is enabled and the category or categories the FAQ lives in. You also have various options around whether the FAQ can be seen by search engines, is password protected or not and can be found or not via the Malcolm! search/browse capability. You can even set the FAQ (or versions of it) to publish and un-publish automatically at certain dates and time in the future.

Watch a video guide to creating an FAQ below.

Question 7

How do I use Make (formerly Integromat) to connect Malcolm! to other applications or services I use?

Accepted Answer

Malcolm! now integrates with Make (formerly Integromat). Make is an integration platform - it connects thousands of apps to other apps.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/0HPOpP331Q/make.jpg (Malcolm! and Make)

In the context of Malcolm! this means that when a Workflow is completed you can use our Make integration to route some or all of the data that has been collected from that Workflow through into Make and then in turn onto thousands of other apps or services.

Here is how to set things up:

Firstly set up and publish a workflow in Malcolm! that collects the data you wish to move into other applications.
In MyMalcolm go to the Settings Section, then Workflows, then Integrations, then click on Make.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/9ZMkRdBXkW/screenshot-my.malcolm.app-2022.05.24-11_51_26.png (Make in MyMalcolm)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/gh0ZuJlWP4/Screenshot%202021-05-01%20at%2011.26.37.png (Creating a scenario)

Once you have set things up, you can test the integration by clicking "Run Once" in the Make interface, then complete the Malcolm! Workflow in question. The actions you have configured in Make should then happen, or you may see details of errors that need correcting.
When you are happy you can then set the scenario to run immediately (ie each time a Workfow is completed) or periodically.
Back in MyMalcolm, if you find the Workflow you set up with Make in the Library, select it, then go to Configure then Integrations you should be able to see Make as been added. You can turn the integation off here if you want and/or configure it to be conditional (for example to only run when certain choices have been made on a Workflow).

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/hDb4itCeGp/screenshot-my.malcolm.app-2022.05.24-12_24_42.png (A set up Make integration in MyMalcolm)

You can also see a video walkthrough below:

Remember that Malcolm! always stores your data (which you can download anytime) - so if Make goes down or your integration doesn't seem to work properly no data will be lost.

We are hugely excited about the possibilities opened up via Make - we hope you are too! If you have questions or need a hand setting things up just contact us and we'll be happy to help.

Question 8

Can I change the branding in the emails Malcolm! sends my customers?

Accepted Answer

Malcolm! can send emails to your customers/users in the following situations:

Workflow email answers where you have configured the email answer to be sent to the email address specified in the Workflow
Email this answer functionality on an FAQ
Sending the resume later Workflow link
Payment confirmation email

You can now change the look and feel of those emails via the Brand area. Look for email themes.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/0D5dCKZING/screenshot-my.malcolm.app-2022.01.02-19_19_53.png (Editing Email themes in MyMalcolm 1)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/yf8EflQ8bg/screenshot-my.malcolm.app-2022.01.02-19_20_16.png (Editing Email themes in MyMalcolm 2)

By default the emails will come from "Malcolm!" with the email address noreply@malcolm.app but you can change this - see this FAQ for further details.

Please note you cannot change the look and feel nor the sender of the system alert emails that Malcolm! sends to the instance owner and your instance team members.

See a video walkthrough below:

Question 9

What is the Malcolm! widget and how do I implement it?

Accepted Answer

The Malcolm! widget is a great way to put your content in front of users. By using the widget you can float content over an existing website or application. Want to let your users find out answers to FAQs about a product or service you provide but don't want them to make them navigate from the screen they are on? The Malcolm! widget is what you need. Or perhaps you'd like to float a feedback or get in touch form over your website? Super easy to do with the Malcolm! widget. You can even make the content displayed contextual to the screen the widget is floating over. How cool is that?

We recommend you place the Malcolm! widget embed code on every page of your website. You can then configure whether the widget displays or not (and what it displays) from within MyMalcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/IdGAskGCq2/widget-fb%402x.png (The Malcolm! Widget)

Here is how to start using the Malcolm! widget.

Step 1: Create an embed

Go the Share section of MyMalcolm and select the Embed tab and then Create an embed. Select Widget as the type of embed you want to create.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Ji7YZa6eF7/screenshot-my.malcolm.app-2019.11.05-11_16_34.png (Create an embed in MyMalcolm)

Give your embed a name.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/zZgVvihFmE/screenshot-my.malcolm.app-2019.11.05-13_14_38.png (Names your embed in MyMalcolm)

Step 2: Choose your content

From this area you can choose a single FAQ or Workflow to display in the widget, or you can choose collections of content. These collections can be a category, a tag or an author. You can also make a collection out of a search result including a search that is contextual to the meta content of the page that the widget is on - you can query content based on the page title, meta keywords, meta description or a meta search tag.

Users can navigate content within the widget via clicking on items in the user interface eg categories, tags or authors.

If you don't choose a specific FAQ, Workflow or collection of content the default content displayed will be the most popular content.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/jbX8ylorUd/screenshot-my.malcolm.app-2019.11.05-13_16_07.png (Choose the content for your widget)

Step 3: Configure the visual style of your widget

You can configure various options about the visual appearance and behaviour of your widget. The options include what the widget looks like in it's pre-expand state (a button or a drawer), the text used on the pre-expand, the colours and logo plus the location of the widget on your screen. You can also configure whether you want the search and footer used on expanded widget and whether the transition from pre-expand to post-expand and vice versa are animated or not.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/UEdVkI4MOo/screenshot-my.malcolm.app-2019.11.05-13_16_42.png (Configure the visual style of your widget)

Step 4: Set up URL rules and visibility settings

We recommend you put the Malcolm! widget embed code on every page of your website. But you might not want the widget to appear on every page. Using URL rules you can mangage and easily change which pages the widget does appear on from within MyMalcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/rVDvNjLQrJ/screenshot-my.malcolm.app-2019.11.05-13_17_22.png (Manage URL rules for your widget)

You may not want the widget to display on mobile browsers, or you may want the widget to only appear at certain times (for example when your office is closed) - you can configure these options in visibility settings.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/GWsPKq5LZ4/screenshot-my.malcolm.app-2019.11.05-13_19_13.png (Manage your widget visibility settings)

Step 5: Publish and place code on site

Finally when you are happy publish your widget.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/g4why3UaJ5/screenshot-my.malcolm.app-2019.11.05-13_20_01.png (Publish your embed)

Finally collect your code - you can cut and paste this or have it emailed to you (or the person who is responsible for implementation).

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/KyYO8MKguT/screenshot-my.malcolm.app-2019.11.05-13_47_41.png (Collect your widget embed code)

If you use Google Tag Manager you can also deploy the embed code via this system. See here for more details.

Question 10

How do I embed content from Malcolm! into my own website or app?

Accepted Answer

You can easily embed content from Malcolm! into your existing website, app, product or online service with just a few lines of code.

Begin by going to the Share section of MyMalcolm and then select Embed.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/N17DhjfW2Z/Screenshot%202021-12-30%20at%2013.57.57.png (Choose your embed type in MyMalcolm)

We offer the following type of embeds:

Floating Widget (with button and draw options) - this option floats a button or drawer “pre-expand” over your site, application, product or service - when clicked a content panel opens up
Overlay / Pop Up - this opens an overlay / popup over whatever the user is currently seeing - it’s triggered by a link you can place wherever you want in your site, application, product or service
Inline - pull content directly into the same pages/screens your users are seeing with this option - use blend mode for a truly seamless experience!

We also offer a fourth option which can be useful in some circumstances:

Redirect - this option creates an automatic redirect which will replace the page the embed is fired from with a Malcolm! hosted page. This is achieved by auto forwarding the user. This option can be useful in certain scenarios, for example if you constrained by only being able to publish via a CMS and want some navigation or pages within your CMS structure to link out to Malcolm! hosted content. Note you will likely want to use URL rules in conjunction with the redirect embed (otherwise the redirect will happen on all pages the embed is present on!).

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/jbX8ylorUd/screenshot-my.malcolm.app-2019.11.05-13_16_07.png (Choose your embed content in MyMalcolm)

In terms of the type of content you can embed options include:

Hosted Hub results - paginated results showing the default filtered FAQs and Workflows as seen on your Hosted Hub homepage
A single FAQ - your choice of FAQ
A single Workflow - your choice of Workflow
Author listing - paginated results showing FAQs from a particular author
Category listing paginated results showing FAQs within a partiuclar category
Filtered results paginated results showing FAQs and Workflows filtered by your choice of filter (eg most popular, most recent, most helpful etc)
Search results (contextual) - paginated results showing FAQs and Workflows according to a search query provided via a meta tag on your page
Search results (specified search query) - paginated results showing FAQs and Workflows according to a given search query
Tag listing - paginated results showing FAQs referenced by particular tag

Note that if you just want to embed a single FAQ or Workflow you can also access a quick embed interface via the Library in both the FAQ and Workflow sections of MyMalcolm. Simply select "Embed" from the menu accessible on the right hand side of the respective published FAQ or Workflow.

You can configure various options around the visual stlye of your embed. The exact options available depend on the type of embed you have chosen.

When you have finished configuring the content and visual appearence of your embed, Malcolm! will give you the code that can be used to pull your content into your website, app, product or online service.

Watch a video guide to embeding Malcolm! content into your website below.

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