Question 1

What can I change or customise in the Brand Section?

Accepted Answer

The Brand section of MyMalcolm has many powerful options to help you change the look and feel, layout and content of your Malcolm! Hosted Hub in order to reflect your own brand.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/juvGMA0a3E/brand-facebook%402x.png (Use your own brand with Malcolm!)

Get started by going to the Brand section in MyMalcolm, copying your current theme, then editing things on the copied version.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/xsC67Mdwy8/screenshot-my.malcolm.app-2019.08.06-17_50_20.png (Edit your brand settings in MyMalcolm)

Watch a video guide to customising your look and feel below.

Question 2

Understanding Malcolm! - some concepts and how to use the product

Accepted Answer

Malcolm! is a super powerful and flexible web based product but it might seem a bit confusing at first. Here is a quick primer on some core Malcolm! concepts and features which we hope will help you understand the product and use it in the way that makes sense to you and your business.

Core Components of Malcolm!

Malcolm! has two core content components: Malcolm! FAQ and Malcolm! Workflow.

Malcolm! FAQ is all about answering your user's questions and/or providing information (eg a how-to or a policy).

Before we created Malcolm! we spent a lot of time building online systems that helped companies digitise what they do.

We found that - in broad terms - this came down to designing and developing systems that:

answered questions and
took users through a process.

For example

Lets say you sell and service industrial heating systems. A potential customer might want to know if you service a particular type of boiler that they have in their office.

You can let that potential customer find the answer to that question themselves via Malcolm!. You'd create a question along the lines of "Which types of boiler do you service?" and in your answer you'd include all the makes and models that you work with.

Your potential customer would come to your website, and be able to find the answer themselves using Malcolm!

Next, having learnt you do indeed service the boiler they have in their office they might want to book a service appointment.

To do this you are likely to need to know a few details - for example their name, their company name, where their office is and perhaps a few other details like their phone number and email, when they are available for a service visit, any issues they are having with the boiler and when it was last serviced.

You can create a form that asks all those questions in Malcolm! and add that form as a "Book a service" link onto your website. When a customer fills that form in Malcolm! can email you all the details. Malcolm! can also do lots of other clever things like pass that request into other systems that you might use.

Why would I want to do this?

Customers like it - nowadays more and more people prefer to do things online
You look professional and slick - Malcolm! can integrate with your existing website and you can style all the screens to match your brand
It's available 24/7/365 - customers can find what they need at a time that suits them
Save time - stop burning time answering the same questions or doing the same process again and again
Consistency- receive complete information from your customers in the format you need it
Efficiency - pass customer information collected via Malcolm! into your other systems automatically
Get feedback - Malcolm! let's your customers feedback to you whether the information they found was helpful or areas for improvement
Analytics- get statistics on what customers are searching for, what they are reading and the most popular times for certain types of requests
Great management tools - You and your internal team / staff can see everything at a glance via MyMalcolm - the comprehensive control panel area of Malcolm!

You can see some examples of possible uses of Malcolm! here

Use Malcolm! FAQs and Workflows together or separately

One of the things to bear in mind is that you can use the FAQ and Workflows parts of Malcolm! together or individually. It may be that you want to build a customer knowledge base using Malcolm! FAQ but you have no need for Workflows at the moment. That is no problem! Similarly you might want to create a series of web forms for various user servicing tasks using Malcolm! Workflow but don't need to answer questions with FAQs. Again this is no issue. You simply use the parts of Malcolm! that make sense to you and your business.

How does Malcolm! work with my current website?

At the heart of Malcolm! is flexibility. We want to make it as easy as possible to work with our system. We also want to offer options for a wide user base - from a one man band with no or limited web development knowledge through to big companies who may have large in house technical teams.

At one of the end of the scale is our Hosted Hub. Every instance of Malcolm! comes with a hosted Hub. This is a website that we host for you. You can customise it entirely to your requirements. You can change the branding, the colours, the fonts, the layout, the copy, the icons etc etc. You can even configure it to work on one of your own domains or sub domains.

If you don't have a current website your Hosted Hub could be your main website. If you already have your main website at www.domain.com you could set up your fully branded Malcolm! Hosted Hub at a sub domain like support.domain.com or help.domain.com or customers.domain.com

Some customers may not wish to do this and instead may wish to integrate Malcolm! into their current website. No problem! We have a whole section in the MyMalcolm Control Panel dedicated to this and there a variety of ways you can bring content and functionality from Malcolm! into your own website. We've also got a plugin for Wordpress and a variety of widgets and further integration options. Want a floating widget? No problem. Want a button which opens a modal/overlay? No problem. Customers on our Enterprise plans can have full programmatic access to Malcolm! content and functionality via our comprehensive API.

Don't forget your Internal Customers!

Remember that your business or organisation may have more than one type of "customer!". As well as using Malcolm! with members of the general public you can also use it internally to help a particular business function or department.

For example:

In our example of being an industrial heating sales & service company above you could use an instance of Malcolm! for your service engineers. Various knowledge about things you service could be stored in Malcolm FAQ! and you could build digital versions of processes or business procedure in Malcolm! Workflow - for example job sheets or part order forms.
You could use Malcolm! as an online presence for your Human Resources or Finance department
You could use Malcolm! as a way of communicating information about your premises or facilities
You could use Malcolm! as a home for an internal project or initiative

Question 3

How can I password-protect my hub with Memberstack?

Accepted Answer

Malcolm supports using Memberstack to password-protect your content.

This guide will help you set up Memberstack.

First go to MyMalcolm > Settings > Instance > Visibility and toggle the option to use a third party service for Hosted Hub password protection. This automatically enables the built-in password protection.

Activating third party Single Sign On (SSO)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/M5riHygBgk/screenshot-my.malcolm.app-2022.10.03-05_58_09.png (Choose Memberstack from the dropdown)

Next, from the Memberstack Dashboard, go to Dev Tools > Add Integration.

Add a new custom SSO Integration

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/9pIEqPe6kK/Screenshot%202022-10-03%20at%2007.00.53.png (Add a new custom SSO Integration)

Copy the Redirect URI from MyMalcolm and paste it into Memberstack.

Redirect URI in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/IHbM8Ppu1v/screenshot-my.malcolm.app-2022.10.03-05_58_32.png (Cut and paste this into Memberstack)

Then, in Memberstack, press Add Integration.

Once created, in Memberstack click the Edit button next to the Integration and copy the Client ID and Secret Key.

Your Custom SSO Integration

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/I1TfM7CL3a/Screenshot%202022-10-03%20at%2007.01.12.png (Obtaining the Client ID and Secret Key from Memberstack)

Paste these values into the boxes in MyMalcolm.

Client Credentials in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Oq33GMwLTG/screenshot-my.malcolm.app-2022.10.03-05_58_32%202.png (Add your credentials from Memberstack here)

Save the settings on both sides and you should see your Memberstack login page appear in your Hub.

Login to Hosted Hub

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/DkMgxR3Mti/Screenshot%202022-10-03%20at%2007.01.36.png (Hosted Hub login using Memberstack SSO)

Attributes from your Memberstack users can be pre-populated in Malcolm! Workflows. To enable this feature choose a suitable field on a Workflow, edit the field settings and enable "Allow a value to be set in the URL query". Enter one of the two attributes name or email to pre-populate those values directly into your Workflow.

Question 4

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 5

Do you support Google Tag Manager?

Accepted Answer

Yes, we support Google Tag Manager. You put Google Tag Manager, and the subsequent tags and behaviours you configure in GTM on all your user facing pages. See this FAQ for further details.

You can also put Malcolm! content into an external site using our widget and Google Tag Manager. See this FAQ for further details.

Question 6

What is the Media Section in MyMalcolm?

Accepted Answer

The Media Section in MyMalcolm is a central place to manage images and other resources (eg PDF's) that you may wish to reference in your FAQs or use as part of the Brand customisation of your Malcolm! Hosted Hub.

You can upload resources directly into the Media section and any resources you upload via the FAQ or Brand sections will also automatically be put into the Media Section.

Question 7

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

Accepted Answer

Malcolm! now integrates with Square. Square 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/d8ZLyi8A95/Square%402x.jpg (Square and Malcolm!)

With our Square 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:

If you don't already have a Square account create one here.
In MyMalcolm go to the Settings, then Workflows, then Integrations, then click on Square.
You'll be taken to a page on the Square website where you can login and confirm that you wish to link your Square account to Malcolm!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QBvWDgrtAV/Screenshot%202022-01-06%20at%2012.48.11.png (Connecting Square to Malcolm!)

Once you have linked your Square 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/Yaj6slF0EX/Screenshot%202022-01-06%20at%2012.52.37.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 Square 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 8

Can you create logos and branding for my Hosted Hub?

Accepted Answer

Yes, we do offer this service via "Malcolm Agency Services".

See here for further details and to get a quote.

Question 9

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 10

Do you support a collapsable section in content?

Accepted Answer

If you'd like to have content that has to be clicked to be viewed you can create collapsable sections of content which are closed by default.

Here is an example

Here is the hidden content!

https://media.giphy.com/media/3pZipqyo1sqHDfJGtz/giphy.gif (hello!)

The Syntax is as follows

This above will render a "> Click to open" link on the page which when clicked, will reveal the rest of the content underneath.