Question 1

How is the removal of Company Personal Data handled?

Accepted Answer

What is personal data?

Personal data only includes information relating to natural persons who:

can be identified or who are identifiable, directly from the information in question; or
who can be indirectly identified from that information in combination with other information.

What is Company Personal Data?

When you use Malcolm! to collect information from your customers, suppliers, staff or others that information may include personal data. In this context, Malcolm! acts as your data processor and the personal data we may process on your behalf is referred to as Company Personal Data. You can read more about this here.

Removal of Company Personal Data

There are two tiers of data removal. The first is a recoverable delete, known also as a soft delete. The second is a permanent delete or purge. Malcolm! supports both types of data deletion.

Soft deletion

Soft deletion means data is deleted enough to make it no longer visible or discoverable but not quite enough should it need to be recovered.

For example if you delete a Malcolm! Workflow in MyMalcolm then the Workflow and everything related to that Workflow is soft deleted. This means it'll all disappear from MyMalcolm and our APIs but should you realise the deletion was a mistake it could still be fully recovered (on request).

Purging

Purging is a permanent or secure delete. This could be either a physical delete (e.g. uploaded files on disk) or a nullification of stored values in a database. Once data has been purged it is no longer recoverable.

Rest assured, Malcolm! will never purge your data whilst your Instance is active!

What happens after my trial finishes?

After your 14 day trial period comes to an end your Instance will be disabled. From that point you'll have 30 days to subscribe to one of the plans. If no subscription is in place by then your Instance data will be soft deleted and after 120 days all Company Personal Data will be purged in accordance with our Data Processing Addendum.

What happens if my subscription lapses?

Subscriptions could lapse for a number of reasons but the most likely cause is an expired credit card. We'll keep you Instance active for 14 days to give you time to fix the problem.

If the problem is not fixed your Instance will be disabled but you'll still have a further 30 days to subscribe to a new plan should you wish to. If no subscription is in place by then your Instance data will be soft deleted and after 120 days all Company Personal Data will be purged in accordance with our Data Processing Addendum.

What happens after I delete my Instance?

You can request to have your Instance deleted and purged in Settings > Instance > Delete Instance. After 30 minutes of requesting the deletion your Instance data will be soft deleted and after 120 days all Company Personal Data will be purged in accordance with our Data Processing Addendum.

Can I request just a Workflow data delete and purge?

Yes you can! Within MyMalcolm you can create a Workflow data deletion request. The Workflow data will be first be soft deleted and then 30 days later it will be purged.

See How do I delete data submitted to a Workflow? for more information.

For more information...

For more information please read the Data Processing Addendum.

Question 2

How do I use Zapier to connect Malcolm! to other applications or services I use?

Accepted Answer

Malcolm! now plugs into Zapier. Zapier 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/Zx8IUcIpAF/zapier-fb-2022%402x.png (Malcolm! plugs into Zapier)

In the context of Malcolm! this means that when a Workflow is completed you can use our Zapier integration to route some or all of the data that has been collected from that Workflow through into Zapier 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 Zapier.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/0kJ1vTGUV4/screenshot-my.malcolm.app-2022.08.11-12_17_47.png (Zapier in Malcolm! Integrations)

In the overlay you'll have an option to choose some featured popular Zapier / Malcolm! integrations or to proceed to Zapier.com to create from scratch.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/GcKFNwccoc/screenshot-my.malcolm.app-2022.08.11-12_18_11.png (Make a Zap in MyMalcolm)

Sign up for an account at Zapier if you don't already have one - it is free - or login if you do have an account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/WZcsX7PoBM/screenshot-zapier.com-2021.02.08-12_32_31.png (Malcolm! on Zapier)

Your trigger app should be Malcolm! and you want it to trigger on a new Workflow completion so hit "Save + Continue" once you have selected this option.
You now need to connect your Malcolm! instance to your Zapier account - click "Connect an Account" and follow the instructions. Once connected click "Save and Continue".
Choose a workflow then "Continue".
Wait for a sample to load and then click "Continue".
Choose an action App of your choice and configure as required - the exact process will vary from action App to action App but you are likely to need to agree some permissions and choose some options. Once done click "Save + Continue" or "Finish".
You will then be able to name your Zap and choose whether it is on or not.
Back in MyMalcolm, if you find the Workflow you used in your Zap in the Library, select it, then go to Configure then Integrations you should be able to see Zapier has 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).

Remember that Malcolm! always stores your data (which you can download anytime) - so if Zapier 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 Zapier - 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 3

How do I add Intro text for Categories, Authors & Tags?

Accepted Answer

You can add introductory text to your Categories, Authors & Tag listings. This is perfect for giving your customers/users added context or information as they browse your content.

In MyMalcolm you'll see the a "Description" field when you add or edit a Category, Author or Tag.

How to add intro text to Categories, Authors or Tags

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/5ut5kRCq4Q/screenshot-my.malcolm.app-2022.11.09-13_11_50.png (Adding intro text in MyMalcolm)

The Description field supports markdown so it's possible to add styling, links and media too. The content you add will appear on your hosted hub as well as our other formats like embeds, overlays and widgets.

Question 4

What are featured boxes and how can I use them?

Accepted Answer

Featured boxes are part of your hosted hub theme and are very flexible multi purpose content areas that appear on your hosted hub homepage (and also your FAQs only and Workflows only home if you are using those).

You can use them to link to content within your Malcolm! instance, for example a particular category, tag, FAQ or Workflow and you can also use them to link out to content or functionality you may have elsewhere. They can be a great tactical tool as well, for example if you've written an FAQ about your holiday opening hours and want to draw attention to it use a featured box!

On our own Malcolm! Help & Support Hub the "Using Malcolm! and need help?" and "What do you think of Malcolm?" are featured boxes.

Featured boxes on Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Y5JjW8JNLu/screenshot-support.malcolm.support-2022.08.03-06_26_45.png (Featured boxes on Malcolm!)

Featured boxes on Malcolm!

Featured boxes are created and managed via your theme (Brand --> Themes).

Featured boxes management in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/btIcIfywWZ/screenshot-my.malcolm.app-2022.08.03-06_29_33.png (Featured boxes management in MyMalcolm)

Featured boxes management in MyMalcolm

You can place featured boxes in the header area and/or body area of the page and choose a display type by row or columns.

Arrange featured boxes by row or column

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/YYqGBI2Bcx/screenshot-my.malcolm.app-2022.08.03-06_42_25.png (Arrange featured boxes by row or column)

Arrange featured boxes by row or column

When creating a featured box you have various options such as uploading your own icons or choosing one of ours, plus configuring links

Adding a featured box in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/aYsKuoqfAg/screenshot-my.malcolm.app-2022.08.03-06_41_53.png (Adding a featured box in MyMalcolm)

Adding a featured box in MyMalcolm

Also see promos for similar functionality that enables you to create and manage content at the bottom of your hosted hub home page.

Question 5

How are Related FAQs determined and can I change this?

Accepted Answer

Related FAQs are auto-generated and by default are FAQs either in the same category or similarly tagged (we combine this pool of FAQs). We take the top 4 results from that pool, based on the sort order defined in the instance. For info on how to change the default sort order see this FAQ.

You can choose to force the Related FAQs to use tags or just the category by updating the setting in MyMalcolm / Settings / FAQs:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/mNimQ1t2R3/Screenshot%202020-03-30%2021.19.11.png (Settings in MyMalcolm)

In this scenario we will then take the top 4 results from just the category or tag pool using the defined sort order.

Question 6

Can I change meta information and optimise Malcolm! for SEO?

Accepted Answer

Malcolm! offers lots of options to configure your hosted hub for SEO purposes. Below is an overview.

Hosted Hub Homepage

You can set the page title, meta description and keywords for your hosted hub homepage via Settings --> Instance --> Meta Content.

Hosted Hub homepage meta options in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/1YN7mN8DHC/screenshot-my.malcolm.app-2022.08.09-13_02_55.png (Hosted Hub homepage meta options in MyMalcolm)

Hosted Hub homepage meta options in MyMalcolm

You can configure whether you want search engines to see this page via the visibility tab.

FAQs and Workflows only homepage

If you use the FAQs only and Workflows only homepages, you can set the page title, meta description and keywords for them via Settings --> FAQs --> Meta Content and Settings --> Workflows --> Meta Content respectively.

You can configure whether you want search engines to see these pages via the visibility tab.

Visibility settings in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/SYnelFDeLl/screenshot-my.malcolm.app-2022.08.09-13_08_05.png (Visibility settings in MyMalcolm)

Visibility settings in MyMalcolm

Authors, Categories & Tags

By default the results pages for Authors, Categories & Tags are not shown to search engines, but you can change this and configure the meta information via the respective Author, Category and Tag in the FAQ section.

Tag configuration in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/9qAnoZ47Lg/screenshot-my.malcolm.app-2022.08.09-13_04_47.png (Tag configuration in MyMalcolm)

Tag configuration in MyMalcolm

Advanced Settings

You can set much of the above, and some additional title and meta info via the language file which can be found at Settings --> Instance --> Advanced. Click "Show dictionary" to see what can be edited.

Advanced SEO options in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/SmUzmyq955/screenshot-my.malcolm.app-2022.08.09-13_03_41.png (Advanced SEO options in MyMalcolm)

Advanced SEO options in MyMalcolm

Individual Content

You can edit the meta content and visibility (ie whether a search engine can see it) of an individual FAQ or Workflow via the configure tab of the FAQ or Workflow in question.

Social Images

A social image is the image that will be used when you link to content via services like Twitter, Facebook, LinkedIn etc.

A default social image is defined in your theme (Brand --> Theme --> edit icon on theme --> General)
That can be overriden by defining a social image in Settings --> Instance --> Meta
For your hosted hub home, the FAQs and Workflows only homepages and the Authors, Categories & Tags results pages the above can be overriden via the respective setting screens mentioned above.
An individual piece of content (ie an FAQ or Workflow) can set their own social image and override the above via the configure tab of the content in question.

Site Map

All published and "visible" pages/content will appear in the sitemap.xml file which can be found at yourhostedhub.com/sitemap.xml where yourhostedhub.com is your actual Malcolm! hosted hub URL.

Schema

We mark up content created in the FAQs section using Schema. This means your content may appear in Google as Rich Results. You can choose between marking content up as FAQPage (perfect for questions and answers) or as a WebPage. See here for more info. In addition if you insert a How-to / Step by Step into your content this is also marked up using Schema. See here for more info.

Question 7

What are promos and how can I use them?

Accepted Answer

Promos are part of your hosted hub theme and are very flexible multi purpose content areas that appear towards the bottom of your hosted hub homepage (and also your FAQs only and Workflows only home if you are using those).

You can use them to link to content within your Malcolm! instance, for example a particular category, tag, FAQ or Workflow and you can also use them to link out to content or functionality you may have elsewhere. They can be a great tactical tool as well, for example if you've a YouTube channel and want to draw attention to it use a promo!

On our own Malcolm! Help & Support Hub the "Upgrade your content" and "Hey there!" areas are promos.

Promos on Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/j0yBsWZi2d/screenshot-support.malcolm.support-2022.08.03-06_58_32.png (Promos on Malcolm!)

Promos on Malcolm!

Promos are created and managed via your theme (Brand --> Themes).

Promo management in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/6O1572FsqO/screenshot-my.malcolm.app-2022.08.03-07_03_19.png (Promo management in MyMalcolm)

Promo management in MyMalcolm

When creating a promo you have various options such as uploading your own background image, plus configuring links

Adding a promo in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QnCg1Rjnpm/screenshot-my.malcolm.app-2022.08.03-07_03_59.png (Adding a promo in MyMalcolm)

Adding a promo in MyMalcolm

Also see featured boxes for similar functionality that enables you to create and manage content towards the top of your hosted hub home page.

Question 8

How do I add a Gallery, How-to or Step by Step to my FAQ or other content?

Accepted Answer

You can now add clickthrough or swipe through galleries to your content.

Hit the insert images icon in the markdown editor to begin, and then select the images you want to include from your media gallery.

Insert images in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Gp51whKPhC/screenshot-my.malcolm.app-2022.06.09-13_41_40.png (Insert images in MyMalcolm)

You'll then see a dialogue where you can edit the order of the images plus add descriptive text, titles and caption.

Gallery / How-to dialogue in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/VmGuJfIuRb/screenshot-my.malcolm.app-2022.06.09-13_41_15.png (Gallery / How-to dialogue in MyMalcolm)

You can choose between a traditional image Gallery or a numbered How-to (sometimes called a Step by Step). These are subtly different and will also be marked up differently using Schema which means Google will see them slightly differently.

Choosing a Gallery or How-to in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/yWFMXqJm9Y/screenshot-my.malcolm.app-2022.06.09-13_42_13.png (Choosing a Gallery or How-to in MyMalcolm)

Once you've set things up as you want the markdown will be generated for your Gallery or How-to. If you want to change things just highlight that block of markdown and hit the insert media icon and you'll be taken back into the edit Gallery or How-to dialogue.

A How-to on a hosted hub page

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/bn4yI4KwR7/screenshot-tom-test-15.malcolm.app-2022.06.09-14_05_27.png (A How-to on a hosted hub page)

Remember, as with all content you put into Malcolm! you can surface your Gallery or How-to's in multiple ways - as well as your hosted hub pages they will work in pop up widgets, drawers, overlays and inline page embeds.

See the below video for a walkthrough:

Question 9

Can I send the person who completes a Workflow an email?

Accepted Answer

If you want to send the user who completes a Workflow an email you can do this by creating an email answer rule and specifying the "to" email address as the email address supplied in the Workflow.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/iqjmD58nO8/screenshot-my.malcolm.app-2022.04.20-13_07_20.png (Configuring email answer in MyMalcolm)

Note that you can edit the sender name, subject line and email contents in this same create email answer dialogue.

To edit the sending email address see this FAQ and to change the branding/design of the email that is sent see this FAQ.

Question 10

How can I change my Hosted Hub URL?

Accepted Answer

You can change the URL of your Hosted Hub via the Settings Section of MyMalcolm. Go to Custom Domains and you choose a new URL on malcolm.support or malcolm.app here. The URL must be available ie not being used by another customer.

You can also configure your own external domain or sub domain in this area as well.

If you want to change the part of the URL after your domain please see this article.