Question 1

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 2

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 3

Can I turn off feedback comments or enable for negative feedback only?

Accepted Answer

Sometimes you may wish to turn off the ability for users to leave feedback, or perhaps only offer the opportunity for feedback when the content has been rated negatively.

You can configure your preference via the Settings area of MyMalcolm. You can have different settings for FAQs and Workflows.

Look for the "Feedback comments" setting which appears under Settings --> FAQs and Settings --> Workflows

Question 4

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

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

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

Can I turn off feedback comments or enable for negative feedback only?

Can I change the colours used in my rating elements?

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