Question 1

Can I organise or filter my Workflow completions?

Accepted Answer

You can filter your Workflow completions, assign a status and also add notes.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/jPMzrSqIJg/screenshot-my.malcolm.app-2021.08.27-17_20_31%20b.png (Browse Workflow completions in MyMalcolm)

This can be really useful if you want to use the Completion screens like a mini CRM - you can categorise or mark your completions to organise them in a certain way. For example you may want to apply the status "Done" or "Processed" to certain Workflows and "Follow Up" to others.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/9ZHHjnH6sB/screenshot-my.malcolm.app-2021.08.27-17_21_37.png (Set a status for Workflows in MyMalcolm)

You can also add notes to a Workflow completion that your Team can see. A handy notes icon will appear in the Completions list to show notes exist.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/f1zeN8GXfK/screenshot-my.malcolm.app-2021.08.27-17_21_03.png (Add notes to Workflow completions in MyMalcolm)

You can have filter controls at the top right of the completions screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/CXIgS6IXpJ/screenshot-my.malcolm.app-2021.08.27-17_22_03.png (Filter completions controls in MyMalcolm)

See a video walkthrough of these features below

Question 2

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 3

What is an Instance?

Accepted Answer

An instance is a collection of related FAQ’s and/or Workflows that your users will see and interact with plus a set of management tools that you and other members of your staff or team will use.

Each instance also includes an optional hosted hub that you can customise and brand.

If you decide to use Malcolm! in two distinct areas of your business it can make sense to have two different instances. For example you could use one instance of Malcolm! to support customers of your product or service and another instance as an internal HR portal.

You can see some examples of how Malcolm! instances can be used here

Instance Billing

Our billing is based around instances. You can start an instance any time and enjoy a 14 day trial. This can be great for trying ideas out. If you want to keep using the instance beyond 14 days you'll need to choose a plan and give us your card details, or agree an enterprise plan with us.

Instance Owners

Each instance will have an owner. This is the master user who is ultimately responsible for the instance. If you are on a Team or Enterprise plan you can invite other users to the instance too. If you need to transfer ownership of the instance to another user (for instance if you are leaving a company or organisation) you can do that as long as the proposed new owner agrees.

Question 4

Can I change where the logo on my hosted hub and hosted pages links to?

Accepted Answer

If you add a logo to your theme it will by default link to your hosted hub home page. Sometimes you might prefer to have your logo link back to your main website, or another destination.

You can change where the logo links to and whether that link opens in a new window or not in the header section of your theme.

Question 5

Does my hosted hub have a sitemap I can submit to Google?

Accepted Answer

Your hosted hub has a site map of all published and non-hidden content that you can submit to Google Search Console and other similar services or software at /sitemap.xml

eg if your hosted hub URL is support.mydomain.com the URL for your sitemap will be https://support.mydomain.com/sitemap.xml

Question 6

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.

What events are available?

Question 7

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 8

Can you send me a (VAT) invoice?

Accepted Answer

You can download an invoice / receipt for each payment you've made to us in the Billing Section of MyMalcolm. Select "Invoices/receipts" in the left hand vertical navigation and then click the icon on the right of each row to download the invoice/receipt associated with each payment.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/QTknAMoZwW/screenshot-my.malcolm.app-2019.08.05-11_06_35.png (MyMalcolm Invoices/receipts summary)

If you have paid VAT as part of the payment we've taken from your card your invoice/receipt will show a breakdown of this.

For more information about Malcolm! and VAT see this question.

Question 9

What are labels in MyMalcolm?

Accepted Answer

Labels are free form text descriptions that you can attach to particular FAQs or Workflows in your Library. They can help you organise your FAQs or Workflows. For instance you could create a label called "Needs Update" and attached that label to FAQs of Workflows that you know are out of date.

To create and manage your labels first go into the FAQ or Workflow section within an instance in MyMalcolm. Then select Labels on the black horizontal bar. Note that labels created within FAQ or Workflows are unique to that section. They don't span sections. If you wish to use the same labels in both sections you will need to create the label in each section.

You apply created labels to FAQs or Workflows via the Library. Select the FAQs or Workflows you wish to add the label to by checking the respective check boxes and then click the label icon and clicking the label you wish to apply.

Labels will only be seen by you and other members of your instance Team. They won't be seen by your customers.

Question 10

How do I add a Gallery, How-to or Step by Step to my FAQ or other content?

Accepted Answer

You can now add clickthrough or swipe through galleries to your content.

Hit the insert images icon in the markdown editor to begin, and then select the images you want to include from your media gallery.

Insert images in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/Gp51whKPhC/screenshot-my.malcolm.app-2022.06.09-13_41_40.png (Insert images in MyMalcolm)

You'll then see a dialogue where you can edit the order of the images plus add descriptive text, titles and caption.

Gallery / How-to dialogue in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/VmGuJfIuRb/screenshot-my.malcolm.app-2022.06.09-13_41_15.png (Gallery / How-to dialogue in MyMalcolm)

You can choose between a traditional image Gallery or a numbered How-to (sometimes called a Step by Step). These are subtly different and will also be marked up differently using Schema which means Google will see them slightly differently.

Choosing a Gallery or How-to in MyMalcolm

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/yWFMXqJm9Y/screenshot-my.malcolm.app-2022.06.09-13_42_13.png (Choosing a Gallery or How-to in MyMalcolm)

Once you've set things up as you want the markdown will be generated for your Gallery or How-to. If you want to change things just highlight that block of markdown and hit the insert media icon and you'll be taken back into the edit Gallery or How-to dialogue.

A How-to on a hosted hub page

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/bn4yI4KwR7/screenshot-tom-test-15.malcolm.app-2022.06.09-14_05_27.png (A How-to on a hosted hub page)

Remember, as with all content you put into Malcolm! you can surface your Gallery or How-to's in multiple ways - as well as your hosted hub pages they will work in pop up widgets, drawers, overlays and inline page embeds.

See the below video for a walkthrough: