Question 1

Can I put tracking (or other) tags in my FAQs / Workflows / Hosted Hub?

Accepted Answer

You can add Javascript tracking tags via the Settings Section of MyMalcolm. Select Tracking tags within that section.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/dcbZzXmJdp/screenshot-my.malcolm.app-2019.07.30-19_55_21.png (Tag management in MyMalcolm)

For Google Analytics you can just add your GA ID.

For users of Google Tag Manager you can add your GTM ID then manage all tags via their interface.

For any other tags add these in the "Any other Javascript snippets" area.

If you wish to use another tag manager you could add that tag managers code in the "Any other Javascript snippets" area and then manage your tags via their interface.

Question 2

How do I use Malcolm! with my own domain or sub-domain?

Accepted Answer

You can use your own domain or sub-domain with Malcolm! There is no extra cost for doing this.

To set this up go to the Settings Section in MyMalcolm then Custom Domains. Enter your custom domain and you will be given instructions on how to verify domain control/ownership and set up your DNS. We can host on SSL too and we'll automatically generate a secure certifcate for you. Once again, there is no extra cost for doing this!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/x1cCpQ17Io/screenshot-my.malcolm.app-2019.07.30-19_35_49.png (Domain Settings)

Once you have set up your custom domain or sub-domain both that and your malcolm.support / malcolm.app URL will work and serve content. If you don't want the .malcolm domains to work just select the redirect option and any traffic will be redirected.

Watch a video guide to setting uo your own domain below.

Question 3

Can I receive an email every time a new FAQ or Workflow is published?

Accepted Answer

Sometimes it can be useful to receive an email when a new FAQ or Workflow is published on your instance. This feature is turned off by default - to turn it on follow these steps.

From the MyMalcolm control panel area, click your name at the top of the screen where it says "Logged in as"

You'll then be taken to your personal preferences. If you select the "Notifications" tab on the left you'll be able to edit the notifications you receive. Remember to hit "Save" once you are done!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/FVf5EupLg4/screenshot-my.malcolm.app-2020.03.03-17_26_08.png (Your notification settings in MyMalcolm)

Note that your notificatons are based on an instance. If you are a user on more than one instance you should first switch to the instance you wish to adjust notifications for. You can do this using the drop down selector at the top right of the screen. You can therefore have different notification preferences for different instances. The notificiation preferences you choose are personal to you and will not affect the notifications of other team members on an instance.

Question 4

How do I set the time zone of my Instance?

Accepted Answer

You can choose the time zone your Malcolm! instance runs in MyMalcolm via Settings / Instance / General.

When you select times/dates in MyMalcolm eg for things like scheduled publishing these should reflect the time zone of the instance rather than your local time zone (which might be different). Similarly when you export data and receive email alerts from Malcolm! these will reflect the instance time zone.

Question 5

Can I turn off the "Email this Answer" / send by email functionality?

Accepted Answer

If you would like to turn off the ability for a user to have a particular FAQ emailed to them you can do this on a per FAQ basis via the Configure / General area of the FAQ in MyMalcolm:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/YodRL1xSiq/screenshot-my.malcolm.app-2019.10.17-20_14_58.png (Turn off Send by email on a single FAQ)

If you want to turn off this feature for all FAQ's in the instance you can do this globally via Settings / FAQs / General Settings:

Question 6

What are invisible tags and how do I use them?

Accepted Answer

Invisible tags are a useful way you can influence search results. Like normal tags they will contribute to search ranking of an FAQ, but they won't be shown on the front-end to your users. If you therefore want a particular phrase to return a particular FAQ but your content doesn't feature that phrase or is being out ranked by another FAQ invisible tags can help.

You can make current tags invisible or set up new invisible tags in MyMalcolm via FAQs / Tags:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/xOq4M1EP9q/01%20-%20screenshot-my.malcolm.app-2019.10.16-13_56_00.png (Creating an invisible tag)

You then apply tags as usual via the configure area of the individual FAQ:

Question 7

How do I turn off my hosted hub?

Accepted Answer

Every instance of Malcolm! comes complete with a hosted hub. But you might not want to use it and may prefer to turn it off. No problem!

To turn off your hosted hub go the settings section of MyMalcolm, then select "visibility" in the vertical left hand navigation. You can then select "Disable the instance Hosted Hub"

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/kzMmGw4DCl/screenshot-my.malcolm.app-2019.08.12-16_35_15.png (Disable the instance Hosted Hub in MyMalcolm)

Once disabled, any traffic hitting your Hosted Hub URL will see a 403 error. If you'd prefer to redirect that traffic somewhere else you can do this by selecting "Advanced" in the vertical left hand navigation then entering your redirect URL.

Question 8

What can I change in the Settings Section of MyMalcolm?

Accepted Answer

The Settings Section of MyMalcolm offers a variety of configuration options for your Instance.

Within this section you can change the following things:

The name and description of your Instance (this is seen within MyMalcolm by other Team members)
The subdomain used for your Malcolm! Instance and/or setup your own custom domain
Manage third party Javascript tracking tags
Turn the Hosted Hub off/on and configure whether it appears in search engines
Turn approvals off/on
Redirect base URL if Hosted Hub not used
Transfer Instance ownership to someone else
Delete your Instance
Turn FAQs on/off
Turn Workflows on/off
Manage your Integration credentials

Question 9

How do I transfer ownership of an Instance?

Accepted Answer

Each instance has an owner. This is the master user who is ultimately responsible for the instance. If you are on a Team or Enterprise plan you can invite other users to the instance too. If you need to transfer ownership of the instance to another user (for instance if you are leaving a company or organisation) you can do that as long as the proposed new owner agrees.

To do this go to the Settings Section of MyMalcolm, within the instance you wish to transfer ownership of. Navigate to Ownership.

Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else.

Question 10

How do I cancel Malcolm?

Accepted Answer

You can delete your instance or change the plan it is on anytime via MyMalcolm.

To delete an instance visit the Settings section of MyMalcolm. You can also move between different types of plan in the Billing section of MyMalcolm. Remember that different plans have different quotas so you might need to reduce the number of FAQs you have (for example) if you are moving from a Team to a Micro plan.

You can cancel an Instance anytime although bear in mind that Micro and Team plans are billed monthly in advance and you won't get a refund for any unused portion of the month you have paid for when you cancel.

If you are on an Enterprise plan talk to your Account Manager for any changes or cancellation requests.