Question 1

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 2

Could I use Malcolm! as a publishing platform?

Accepted Answer

Malcolm! has primarily been designed around service interactions with users (eg answering their questions and taking them through a process) but we do have users who use Malcolm! in a more "marketing" or "content" based way eg to host content and/or take their users through forms to download content or register for something.

If you want to use Malcolm! in this way it's worth remembering that you have full branding control (more info here) and can even rename things like FAQ's and Workflows (more info here). You can also change your base URL. See more information in this article.

By default we do mark up FAQs content using https://schema.org/FAQPage so if your content doesn't follow a question and answer format and you allow that content to be indexed by search engines you may wish to change the schema to https://schema.org/WebPage. You can see how to do this here.

The Examples section on our website may give you some further ideas on how you could use Malcolm!

If you want to go even further you might want to consider contacting us and having a chat. We do offer enterprise packages and bespoke development on top of the Malcolm! Platform.

Question 3

What can I change in the Settings Section of MyMalcolm?

Accepted Answer

The Settings Section of MyMalcolm offers a variety of configuration options for your Instance.

Within this section you can change the following things:

The name and description of your Instance (this is seen within MyMalcolm by other Team members)
The subdomain used for your Malcolm! Instance and/or setup your own custom domain
Manage third party Javascript tracking tags
Turn the Hosted Hub off/on and configure whether it appears in search engines
Turn approvals off/on
Redirect base URL if Hosted Hub not used
Transfer Instance ownership to someone else
Delete your Instance
Turn FAQs on/off
Turn Workflows on/off
Manage your Integration credentials

Question 4

What are Categories in FAQs?

Accepted Answer

Categories offer a way of organising your FAQs around similar areas. For example you may wish to group some of FAQs into a "pre sales" category and others into a "post sales" category. Or if you sell many different types of product you might want to create categories for each product and categorise your FAQs in this way.

Customers may choose to browse FAQs by category as well as searching.

An FAQ can exist in more than 1 category and you can also create sub categories within categories.

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 change the order in which FAQs are shown when a user browses a category, tag or author listing?

Accepted Answer

You can change the order your FAQs are sorted in when your users view by author, category or tag via Settings --> FAQs --> General.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/evapRB3yn5/screenshot-my.malcolm.app-2021.06.29-16_30_20.png (Author, category and tag sort order in MyMalcolm)

In addition to this you can also set an absolute order for FAQs within a particular category. To do this go to the category in question in FAQs --> Categories and select Reorder. You can then drag the FAQs to create the order you want.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/RibhVyjiBt/Screenshot%202021-10-11%20at%2010.40.21.png (Reorder the FAQs in a category in MyMalcolm)

Note that these settings only affects listings, not searches. Searches are ordered by relevance.

If you want to be able to set an absolute for FAQs within an author or tag listing the way to do this is to set the date sort option, then in the individual FAQ configure tab use the display date to determine an order. The FAQ with the most recent date will be shown first in an author, or tag listing - and also in a category listing unless overridden using the absolute method above. The FAQ with the second most recent date will be shown second and so on.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/44K839GO3Z/screenshot-my.malcolm.app-2021.06.30-15_14_49.png (Display date in FAQ configure tab)

Note that if you set the display date to invisible either globally in Settings or individually on an FAQ's configure tab the date won't show on the front end to your customers/users but the date you set will still be relevant in determining the order in which the FAQs displays.

See the video below for a walkthrough

Question 7

How do I use Malcolm! with my own domain or sub-domain?

Accepted Answer

You can use your own domain or sub-domain with Malcolm! There is no extra cost for doing this.

To set this up go to the Settings Section in MyMalcolm then Custom Domains. Enter your custom domain and you will be given instructions on how to verify domain control/ownership and set up your DNS. We can host on SSL too and we'll automatically generate a secure certifcate for you. Once again, there is no extra cost for doing this!

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/x1cCpQ17Io/screenshot-my.malcolm.app-2019.07.30-19_35_49.png (Domain Settings)

Once you have set up your custom domain or sub-domain both that and your malcolm.support / malcolm.app URL will work and serve content. If you don't want the .malcolm domains to work just select the redirect option and any traffic will be redirected.

Watch a video guide to setting uo your own domain below.

Question 8

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.

Question 9

How do I set the time zone of my Instance?

Accepted Answer

You can choose the time zone your Malcolm! instance runs in MyMalcolm via Settings / Instance / General.

When you select times/dates in MyMalcolm eg for things like scheduled publishing these should reflect the time zone of the instance rather than your local time zone (which might be different). Similarly when you export data and receive email alerts from Malcolm! these will reflect the instance time zone.

Question 10

Can I change the "email this answer" description in FAQs?

Accepted Answer

You can change the text label next to the email an FAQ feature on an indiviual FAQ. This can be useful if you are using the FAQ part of Malcolm! to publish articles or other types of content rather than just answers to questions and the "email this answer" language no longer makes sense.

To update the text go to the Brand section in MyMalcolm, then Themes, then click the edit icon in the relevant theme then select "FAQs" in the left hand nav.