Question 1

How do I reset my password?

Accepted Answer

If you need to reset your Malcolm! user account password please visit this link.

Question 2

How do I leave Malcolm?

Accepted Answer

If you want to leave an instance you can ask the owner of any instance(s) you are a member of to remove you.

If you are the owner of an instance and you wish to delete that instance you can do this via MyMalcolm (in the Settings section).

If you no longer wish to be responsible for an instance but you want the instance to live on you can transfer ownership to somebody else via the settings section of MyMalcolm. The new owner must agree to take over responsibility for the instance. 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.

If you want to delete your user account please contact us.

We are always sorry to see people leave Malcolm! so if there is a particular reason or issue that is causing you to leave and you think we might be able to help please do contact us and let us know.

Question 3

Do I have to pay extra to brand or customise the look and feel of Malcolm?

Accepted Answer

No - all plans include extensive branding options. We want to make it as easy as possible for you to integrate Malcolm! and reflect the existing look and feel of your business.

Some of the branding options include:

Upload your logo
Change fonts
Change colours
Change favicon
Configure header and background images
Choose from a range of icons or upload your own
Show / hide / configure page elements
Configure excerpts
Configure suggested search
Change button labels
Configure number of search results returned per page
Configure filters
Featured Box and Promo management
Footer management
Configure 404 page
Choose different Workflow layouts
Configure SEO options
....and lots more!

If you need a hand creating logos, headers or other graphical assets we do offer a service that can help - see here for more information.

Question 4

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 5

Can I password protect my Hosted Hub?

Accepted Answer

Yes, you can password protect your Hosted Hub. You can also password protect individual FAQ's or Workflows.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/KFFCF1u5Kx/password-fb%402x.png (Password protect your content on Malcolm!)

Read more about password protection of content on Malcolm! here.

Question 6

How do I set up my Hosted Hub?

Accepted Answer

Every instance of Malcolm! comes complete with a Hosted Hub that you can configure and customise.

You can find out more about the Hosted Hub here and if you want to turn if off you can find out how to do that here.

In MyMalcolm if you click "View Live" towards the top the screen you'll see what your Hosted Hub currently looks like.

The two things you are probably most likely to want to change are the URL the Hub is on and the Hub's look, feel and content. Here is how to configure each of those areas.

1. Configure the URL

In MyMalcolm, go to the Settings section, then select "Custom Domains" from the vertical left hand menu. In this area you can change the URL your Hosted Hub will use. It's possible (and no extra charge) to use your own external domain or sub-domain.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/VKQ7z1JBXW/screenshot-my.malcolm.app-2019.08.12-17_01_54.png (Customise your domains in MyMalcolm)

2. Change your Hub's look, feel and content

You can extensively customise your Hosted Hub to suit your own requirements. To do this, go to the Brand section of MyMalcolm, clone an existing theme, then choose the edit icon on your cloned theme.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/cO3r3O1RbL/screenshot-my.malcolm.app-2019.08.12-17_03_00.png (Theme management in MyMalcolm)

In the edit theme area use the left hand vertical navigation to see all the custom options you have.

Question 7

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 8

Can I put the Facebook Pixel on my workflows/forms/FAQs/content?

Accepted Answer

You can easily add the Facebook Pixel to any content you create in Malcolm! such as Workflows and FAQs.

There are two ways you can do this.

The first is to add the Facebook Pixel code directly into the settings area of MyMalcolm - for more details see this FAQ.

The other way is to use Google Tag Manager. You add your GTM container id in the settings area of MyMalcolm and then add your Facebook Pixel via the Google Tag Manager interface.

Question 9

Why is my embed not showing?

Accepted Answer

If you've set up an embed but can't see it check these things:

Have you implemented the tags correctly? Double check the tag install instructions
Is the embed published? If it’s not published it won’t show
If you are using them check your URL rules - the rule type could be too strict (e.g. URL is exactly xxx rather than URL starts with xxx) - if you are testing on a dev or test URL you can add this within the URL rule section
Check the scheduling - if there’s a schedule to only show the embed on certain days and/or between certain times that may be having an effect
If you are testing on mobile check you've not disallowed the emded showing on mobile

If you are still having problems please open a support ticket and we'll help!

Question 10

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.