Question 1

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 2

How many free trials can I have?

Accepted Answer

Each new instance begins with a 14 day free trial. There is currently no limit to the number of instances you can create.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/UmVDibLTsZ/insta-05%402x.png (Malcolm! Free Trial)

We want people to to use Malcolm! as much as possible so encourage you to use trials to try out possible ideas or use cases for Malcolm! Setting up an instance with some content and branding can be a quick and effective way to demonstrate to your colleagues or other team members how useful Malcolm! can be!

Question 3

Can I change the "related questions" heading in FAQs?

Accepted Answer

You can change the "Related question" heading via your theme. This can useful if you are using the FAQ part of Malcolm! to publish articles or other types of content rather than just answers to questions.

To update the label 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.

Question 4

Can you help me create content for Malcolm?

Accepted Answer

Yes, we can help you create content for Malcolm! and general customer support and customer service content via "Malcolm Agency Services".

See here for further details and to get a quote.

Question 5

Can I clear sort options in the Library area of MyMalcolm?

Accepted Answer

Within the Library of FAQs and Workflows in MyMalcolm you can click certain column headings to sort by that column. The first two clicks will vary the sort direction (ascending or descending) and the last click will clear your sort!

Question 6

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 7

How do I suspend or remove team members from my Instance?

Accepted Answer

You can do this via MyMalcolm. Go to the Team Section and click on the user you wish to suspend or remove. The options to suspend or remove will then appear towards the top right of the screen.

Question 8

My verification email has not arrived?

Accepted Answer

Your verification email (to verify your email address) should usually arrive within a few minutes. If it hasn't turned up check your spam folder.

If the email still hasn't arrived after a few minutes there are a few possible reasons:

Occasionally users may accidentally misspel their email address
There could be a temporary issue at our email sending provider (Mailgun) that is delaying emails
There could be a temporary issue at your email provider that is delaying emails
You may have very strict email filtering enabled and don't accept email from new senders (in this case you should update your rules to allow email from support@malcolm.app)
Your email provider may be rejecting email sent by our email sending provider (Mailgun)

The quickest resolution in many cases is simply to register again using a different email address.

Question 9

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 10

How many instances can I have?

Accepted Answer

There is no limit to the number of Malcolm! instances your user account can be attached to.