Question 1

How do I surface my Workflow into a floating widget?

Accepted Answer

It's quick and easy to surface your Workflow as a floating widget. You can find out more about Malcolm! widgets here.

In the Library screen of the Workflow section of MyMalcolm click the three dots on the right hand side of the screen and select "Embed" -

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/bk1dEegpoU/screenshot-my.malcolm.app-2019.08.18-17_01_27.png (Quick link to Embed from the Workflow Library in MyMalcolm)

This will take you into the Share section of MyMalcolm! Here you can choose the type of embed you want to create.

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)

Choose "Widget" and work through the screens. You can configure various options here including whether in the pre-expand state the widget is a button or a drawer. You can also configure where on the screen you want the pre-expand to appear. Other options include colour schemes, the option to add your own logo to the widget and also whether you want the footer and search bar to appear. See this FAQ for more detail on this.

At the end of the process you will be supplied with the code that you should add to your webpage HTML - we recommend you add this to very page of your website. You can also embed via Google Tag Manager. See here for more details.

Question 2

How do I change the colour of my links?

Accepted Answer

You can change the colour of your links via your theme. Themes live in the Brand section of MyMalcolm.

In your main theme settings you'll see link colour options under Primary, Secondary, Tertiary and Body.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/PapJB2lyc6/Screenshot%202021-02-23%20at%2011.22.50.png (Link colour management in Themes)

In embed themes, the link colour is managed from the other colours section.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Ox2zsXtjRW/Screenshot%202021-02-23%20at%2011.23.15.png (Link colour management in Embed Themes)

In Workflow themes, the link colour defaults to the colour selected in the main theme but can be overridden.

Question 3

Can I stop or suppress certain FAQs and/or Workflows from contributing to dynamic listings?

Accepted Answer

Malcolm! auto generates certain listings of FAQs such as most helpful, most popular, recently added and trending. If an FAQ is hidden (see here for more info it won't be included in these listings but sometimes you may wish to exclude a regular non hidden FAQ from these listings.

You can do this via in MyMalcolm via the individual FAQ's visibility settings (FAQs / Library / Configure / Visibility):

Question 4

How do I hide an FAQ?

Accepted Answer

You can change the visibility of an individual FAQ within that FAQ's Configure section

Browse to the FAQ in question via the Library, select it and then go to the Configure section, then Visibility.

Here you have the following options:

Set as visible on your site and search engines (default)
Set as visible on your site but hidden from search engines
Set as hidden from your site and search engines

Question 5

What are Tags in FAQs?

Accepted Answer

Tags are a way of describing your content and allow an alternate way for your customers to browse FAQ's aside from search and categories.

You can add and manage the tags that are attached to each of your FAQs via the "configure" area.

You may also be interested in invisible tags.

Question 6

Do you mark content up in Schema?

Accepted Answer

By default we mark up your FAQ hosted hub content using the FAQPage schema. This is useful for search engine results. If your content is more general in nature you may prefer to change the schema used to WebPage. You can also do this from Settings --> FAQs.

Question 7

What are labels in MyMalcolm?

Accepted Answer

Labels are free form text descriptions that you can attach to particular FAQs or Workflows in your Library. They can help you organise your FAQs or Workflows. For instance you could create a label called "Needs Update" and attached that label to FAQs of Workflows that you know are out of date.

To create and manage your labels first go into the FAQ or Workflow section within an instance in MyMalcolm. Then select Labels on the black horizontal bar. Note that labels created within FAQ or Workflows are unique to that section. They don't span sections. If you wish to use the same labels in both sections you will need to create the label in each section.

You apply created labels to FAQs or Workflows via the Library. Select the FAQs or Workflows you wish to add the label to by checking the respective check boxes and then click the label icon and clicking the label you wish to apply.

Labels will only be seen by you and other members of your instance Team. They won't be seen by your customers.

Question 8

Can I change the colours used in my rating elements?

Accepted Answer

You can change the colours used for the positive, negative, neutral and unrated rating elements within your theme via the Brand section of MyMalcolm.

This dialogue will change the colours used on the web page (hosted hub) versions of Malcolm! content

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/SwJ99umvNp/screenshot-my.malcolm.app-2021.01.15-17_23_10-3.png (Rating elements in MyMalcolm)

You can change the colours of rating elements used within your embeds via embed theme management, also in the Brand section of MyMalcolm

Question 9

Can I organise or filter my Workflow completions?

Accepted Answer

You can filter your Workflow completions, assign a status and also add notes.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/jPMzrSqIJg/screenshot-my.malcolm.app-2021.08.27-17_20_31%20b.png (Browse Workflow completions in MyMalcolm)

This can be really useful if you want to use the Completion screens like a mini CRM - you can categorise or mark your completions to organise them in a certain way. For example you may want to apply the status "Done" or "Processed" to certain Workflows and "Follow Up" to others.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/9ZHHjnH6sB/screenshot-my.malcolm.app-2021.08.27-17_21_37.png (Set a status for Workflows in MyMalcolm)

You can also add notes to a Workflow completion that your Team can see. A handy notes icon will appear in the Completions list to show notes exist.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/f1zeN8GXfK/screenshot-my.malcolm.app-2021.08.27-17_21_03.png (Add notes to Workflow completions in MyMalcolm)

You can have filter controls at the top right of the completions screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/CXIgS6IXpJ/screenshot-my.malcolm.app-2021.08.27-17_22_03.png (Filter completions controls in MyMalcolm)

See a video walkthrough of these features below

Question 10

Can I change the terminology/rename FAQs and/or Workflows?

Accepted Answer

Within Malcolm! you can choose the title of your FAQs and Workflows, but you may want to use Malcolm! in a way where the terminology "FAQs" and "Workflows" doesn't make sense. For example you might want to rename FAQs "Policies" or "Help Articles". You might want to rename Workflows "Requests" or "Tasks".

This is no problem - you can rename both things in the Brand section of MyMalcolm.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QlfRt4MTdW/screenshot-my.malcolm.app-2019.08.06-17_22_37.png (Renaming FAQs in MyMalcolm)

Edit your chosen theme, then navigate to the "FAQ" and "Workflow" section in the vertical side navigation.

MyMalcolm will still refer to FAQs and Workflows but any references your users see will be updated to the value you set above.