Question 1

Can I link to a Workflow when a user rates content?

Accepted Answer

When a user rates your FAQ or Workflow you may wish to link to a Workflow from the rating area to collect more detailed, specific information. That Workflow could in turn pass data to your other systems (eg ticketing systems or CRM) via an Integration or Webhook.

This feature can be used in combination with, or as an alternative to, the feedback comments feature.

You can enable this functionality for FAQs and/or Workflows via Settings --> FAQ --> General or Settings --> Workflow --> General respectively.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/VMGzMXACpu/Screenshot%202021-03-11%20at%2008.25.31.png (Post feedback Workflow configuration in MyMalcolm)

Here you can choose the Workflow linked to when the user gives feedback.

The default copy for the link text is "Submit additional feedback" but you can change that via the language file - details on how to do this here.

If you are going to enable this feature it may make sense to turn feedback comments off so all comments are captured in your Workflow. We also recommend you turn off the feedback on the individual Workflow you use for the post Workflow feedback (via the configure tag of the individual Workflow in question). This will avoid the user being asked for feedback on the feedback!

Question 2

Does the free trial have any restrictions?

Accepted Answer

The free trial follows the quotas for the Team plan, but with a lower limit for file uploads.

A trial therefore allows:

Up to 100 FAQs
Up to 10 Workflows
Up to 5 team members
Fle uploads to a total of 100MB.

If you sign up to a plan via the Billing section of MyMalcolm your restrictions will be lifted. If you have a particular requirement for higher FAQ, Workflow, team members or file upload limits during your trial please get in touch with us to discuss.

Question 3

What is my Hosted Hub?

Accepted Answer

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.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/V93ed8Zu51/brand-facebook%402x.png (Hosted Hub on Malcolm!)

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 coming soon. Customers on our Enterprise plans can have full progamatic access to Malcolm! content and functionality via our comprehensive API.

Question 4

Can I collect the email address of a user when they leave feedback on an FAQ or Workflow?

Accepted Answer

It can be very useful to offer the ability for a user to leave their email when giving feedback on an FAQ or Workflows so you can follow up with them.

You can turn this feature on for FAQ's and/or Workflows via Settings --> FAQ --> General or Settings --> Workflow --> General respectively.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Z202OQgYA3/Screenshot%202021-03-11%20at%2008.25.02.png (Leave Feedback email address option in MyMalcolm)

You can enable it for all feedback or just for negative feedback. The default wording shown to the user is "If you'd like a follow up to this comment please leave your email address" but you can change this wording via the language file - see here for more details.

If the user has left an email address, there will be a "click to email" icon displayed next to the feedback in MyMalcolm.

If you'd prefer a user to complete a Workflow when they rate content see this FAQ.

Question 5

How do I export data from my Workflow?

Accepted Answer

You can export all data that has been submitted to your Workflow anytime via MyMalcolm.

To do this go to the individual Workflow via the Library in the Workflow section of MyMalcolm.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/s3FvV2ti8P/screenshot-my.malcolm.app-2019.08.18-18_06_42.png (Export Workflow data in MyMalcolm)

Your export will then be generated and will be available to download from this area soon - normally within a few minutes - you'll be emailed when it's ready.

Exports are in .csv format (with options to include any uploaded files and also an option to include part completed / abandoned completions)

Question 6

Can I remove the Malcolm! branding?

Accepted Answer

It is quick and easy to remove the Malcolm! branding and - if you want - replace it with your own. Here is how:

Hosted Hub

By default your Hosted Hub is Malcolm! branded. To change that:

In MyMalcolm go to the Brand section.
Click "Themes" on the black sub navigation.
The default Malcolm! theme will be selected. Click the "duplicate" icon (two squares overlapping). This will create a copy of the default theme called "Default copy".
Select the Default copy theme by clicking on it. Then click the "edit" icon (a pencil).
This brings up the edit theme interface. There are a huge amount of things you can change here. Use the left hand vertical navigation to browse all the possibilities.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/6ACEG5RrGl/screenshot-my.malcolm.app-2019.08.05-10_46_38.png (MyMalcolm Theme Editing Options)

Footer

Be default a "powered by Malcolm!" badge appears at the bottom of content. You can turn this off (and also add other footer content such as copyright notices etc) in the "Footer" section of the edit theme interface referenced above.

Embeds

You can turn off the "powered by Malcolm!" badge in your embeds by turning off the footer. You do this via the style section of your embed configuration.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/m6Pb8R7IbC/screenshot-my.malcolm.app-2020.05.26-11_42_48.png (Style controls in an Embed in MyMalcolm)

Emails

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

Email this answer functionality on an FAQ
Sending the resume later Workflow link
Payment confirmation email

To change the branding of these emails see this article.

To change the sender name and email address see this article.

Domain

Finally don't forget you can easily configure Malcolm! to use your own domain or sub-domain. For further details see this article.

Question 7

Can users save Workflow progress and complete later?

Accepted Answer

It can be very useful to give your users the option to save progress on a Workflow and come back to complete the rest later. It's especially helpful if a you have built a long multi-stage Workflow like an application form.

You turn this feature on in MyMalcolm - go to the Configure screen of each individual Workflow.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/r3sEcA2Ugh/screenshot-my.malcolm.app-2019.08.18-16_09_11.png (Turn Resume Workflow on in MyMalcolm)

When turned on users will see an option to "Finish Later" at the bottom of each Workflow screen. When clicked this will bring up an overlay asking them to enter their email address. A unique link will then be emailed that when clicked will take the user back to the same stage of the Workflow they were previously at.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/R3FxUMpkNL/screenshot-support.malcolm.support-2019.08.18-16_41_46.png (Finish Later option on a Workflow)

If you need to retrieve these links (for example someone completing the form didn't receive or has lost the email with the resume link in) you can also get to the link via the Completions area of the Workflow section of MyMalcolm - click the link under "Resume link" to copy the URL your clipboard.

Question 8

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 9

How do I delete feedback on an FAQ or Workflow?

Accepted Answer

Feedback collected via Malcolm! can only be seen by suitability authorised team members on your instance but there may be situations where you want to delete it, for example if it contains personally identifiable information and your organisation has a policy that you only want to store this for a certain period of time.

To delete feedback for an individual FAQ select the "Delete data" option in the Analyse section of the FAQ.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/IK3fsFzNON/Delete%20FAQ%20Data%20in%20MyMalcolm.png (Delete FAQ Data in MyMalcolm)

To delete feedback for an individual Workflow select the "Delete data" option in the Analyse section of the Workflow and then select either "Delete feedback data" or "Delete all data" (which will also delete all your completion data)

Question 10

How can I listen to JavaScript events posted from embeds?

Accepted Answer

Malcolm! embeds fire events on user interactions such as when someone first reads an FAQ, completes a Workflow or performs a search. These events can be picked up on your web page for you to perform custom actions - for example creating an event for your Analytics.

How can I listen to these events?

The first event, mapiload, is fired on the window when the mapi.js library has loaded.

The embeds are then rendered followed by the mapi.onrender event.

To register a listener use the mapi.on function.

We recommend combining the window.addEventListener and mapi.on functions for maximum compatibility especially if your application uses JavaScript page transitions, however if your application reloads the page on each request you could combine these into one.

Once the embeds have rendered use the embed.on function to register listeners.

If you know the ID of the embed (can be found in MyMalcolm) use mapi.findEmbed function.

Alternatively loop through the mapi.embeds array.

Putting it all together your code snippet could look something like this.